Plain-English service terms for support, monitoring and business IT services.
Important: These terms are intended to clearly explain what is included, what is not included, and what customers can reasonably expect from Big Fish Tech Support. Any specific written agreement, quotation or service contract will take priority over these general terms.
Big Fish Tech Support provides computer, technology and IT support services for home users and small businesses in Plymouth and surrounding areas.
Services may include PC and Mac support, WiFi and networking, CCTV and smart home setup, Microsoft 365 support, business IT support, proactive monitoring and infrastructure advice.
Support is generally provided during agreed business hours unless otherwise agreed in writing.
Evening or weekend support may be available by prior arrangement but is not guaranteed unless specifically included in a written agreement.
Monitoring services do not automatically include 24/7 support or guaranteed out-of-hours response.
Support services are provided on a best-effort basis unless a formal written support agreement specifies otherwise.
Monitoring services provide automated alerting and visibility of agreed systems and infrastructure. Monitoring helps identify issues early but does not guarantee that all faults, outages, performance issues or failures will be detected.
Response targets are goals rather than guaranteed service-level agreements unless otherwise agreed in writing.
Monitoring plans are designed to provide visibility and alerts for agreed infrastructure such as servers, routers, firewalls, backups, storage and network devices.
Business support plans are designed to provide an ongoing support relationship for small businesses needing regular IT assistance, advice and priority business-hours response.
Priority business-hours response means monitored or contracted customers will be prioritised ahead of non-contract ad-hoc work during normal working hours. It does not guarantee immediate response unless a separate written SLA is agreed.
System health reviews may include checking monitoring alerts, backup status, capacity warnings, update visibility, hardware health and general infrastructure concerns. They do not replace a full audit unless specifically quoted.
While backup monitoring or backup checks may be provided, the customer remains responsible for ensuring that important data is backed up appropriately and that backup restore tests are completed where required.
Big Fish Tech Support is not responsible for data loss unless caused directly by proven negligence and subject to the liability limits set out in these terms.
Customers are encouraged to maintain multiple backups, including offsite or cloud backups where appropriate.
Customers are responsible for:
By requesting remote support, the customer authorises Big Fish Tech Support to access the relevant systems required for diagnosis, support and repair purposes.
Remote access will only be used for legitimate support work and should be supervised by the customer where appropriate.
Big Fish Tech Support is not responsible for outages, failures, delays or issues caused by third-party services including internet providers, cloud platforms, software vendors, hardware manufacturers, Microsoft 365, Google services, CCTV platforms or other external providers.
Assistance may be provided in liaising with third-party suppliers where agreed.
Prices may be quoted hourly, as a fixed project cost, or as a monthly support or monitoring plan.
Monthly services are normally billed in advance unless otherwise agreed.
Hardware, software, licences, subscriptions and third-party costs are charged separately unless explicitly included in writing.
Late payment may result in suspension of support or monitoring services.
Ad-hoc appointments should be cancelled with reasonable notice where possible.
Monthly support or monitoring services may be cancelled in accordance with the agreed billing terms. Unless otherwise agreed, one month’s notice is required for cancellation of recurring services.
Big Fish Tech Support will take reasonable care when providing services. However, technology work carries inherent risk, particularly when dealing with data, hardware faults, third-party systems, networks and software changes.
Liability is limited to the value of the services supplied unless otherwise required by law.
Big Fish Tech Support is not liable for indirect losses, loss of profit, loss of business, loss of data, loss of goodwill, or consequential losses except where required by law.
Customer information will be treated confidentially and only used for providing support, monitoring, billing and related business services.
Big Fish Tech Support may need to access business systems, files, logs or configuration information while providing support. Any such access will be limited to what is reasonably required to complete the work.
These terms may be updated from time to time. The latest version will be available on this page.
Last updated: 2026