Terms and conditions

1. Introduction
   These Terms and Conditions ("T&Cs") govern the provision of Apple Helpdesk and 1st Line Support Services ("Services") provided by iStore Business ("Service Provider") to its clients (“Client").
   By engaging with our Services, the Client agrees to comply with these T&Cs.
2. Scope of Services
   The Service Provider offers Apple Helpdesk and 1st Line Support Services including, but not limited to: - Technical assistance for macOS, iOS, iPadOS, watchOS, and tvOS devices. - Basic troubleshooting and issue resolution. - Software updates, configuration, and setup assistance. - Remote support for user account issues, application installations, and device management.
   Services are delivered remotely, unless otherwise specified in a separate Service Agreement.
3. Service Availability
   Support is available during standard business hours, Monday to Friday from 08:00 to 17:00, excluding public holidays.
   Emergency or after-hours support may be available upon request and may incur additional charges.
   All support queries must be submitted through the Service Provider’s Incident Management System via email to support@istorebusiness.co.za.
   The Client must provide sufficient details about the issue, including device information, error messages, and any other relevant information, to enable efficient troubleshooting.
   Support requests submitted outside of the standard business hours will be addressed during the next available business day, unless covered under a separate emergency or after-hours agreement.
   Emergency or After-Hours Support: Emergency or after-hours support may be available upon request and may incur additional charges.
4. Service Level Agreement (SLA)
   The Service Provider aims to respond to all service requests within 4 hours of receipt.
   Issue resolution times may vary depending on the complexity of the issue and the availability of required resources. The Service Provider does not guarantee resolution within a specific timeframe unless otherwise stated in a Service Level Agreement (SLA).
5. Client Obligations
   The Client shall provide accurate and complete information to the Service Provider to facilitate effective support.
   The Client must ensure that all Apple devices are in good working condition and are covered under the relevant warranties and support agreements with Apple Inc.
   The Client is responsible for maintaining a secure backup of all data on their devices. The Service Provider shall not be liable for any data loss during the support process.
6. Limitations of Service
   The Service Provider’s support services are limited to 1st Line Support tasks, including basic troubleshooting and user guidance. Complex hardware repairs, software development, or network infrastructure management are outside the scope of these services, 3rd party services and platforms have limited support.
   The Service Provider may, at its discretion, escalate issues that require advanced technical support to a 3rd party provider or Apple Authorized Service Provider. Any additional costs incurred will be communicated to and borne by the Client.
7. Fees and Payment
   Service fees are outlined in the Service Agreement between the Service Provider and the Client.
   Payments are due within 30 days from the date of invoice. Late payments may incur a penalty.
   For any additional services outside the agreed scope, the Service Provider will provide a quotation before proceeding, and the Client must agree to the charges.
8. Confidentiality
   The Service Provider agrees to maintain the confidentiality of any data and information provided by the Client during the provision of Services.
   The Service Provider shall not disclose any confidential information to third parties without the Client's explicit consent, except as required by law.
9. Liability
   The Service Provider shall not be liable for any direct, indirect, incidental, or consequential damages arising from the use of, or inability to use, the Services, including but not limited to data loss, service interruptions, or any failure of Apple devices.
   The total liability of the Service Provider for any claim shall not exceed the total amount paid by the Client for the support Services in the preceding 1 month.
10. Termination
    Either party may terminate the Services by providing 30 days written notice 
    The Service Provider may terminate the agreement immediately if the Client fails to comply with these T&Cs or if payment is overdue by more than 30 days.
11. Force Majeure
    The Service Provider shall not be held responsible for delays or failure to perform its obligations under these T&Cs due to events beyond its reasonable control, including but not limited to natural disasters, pandemics, or technical failures.
12. Amendments
    The Service Provider reserves the right to amend these T&Cs at any time. Clients will be notified of any changes at least 30 days in advance. Continued use of the Services constitutes acceptance of the revised T&Cs.
13. Governing Law
    These T&Cs are governed by the laws of South Africa, and any disputes arising from them shall be subject to the jurisdiction of the relevant Commercial Courts.
14. Contact Information
    For any inquiries or issues related to these T&Cs, please contact: - iStore Business - 1 Sandton Drive - support@istorebusiness.co.za.