Desktop Support

• No physical returns – as this is a service, there is nothing to physically return.

• Cancellations – customers may cancel their SLA service by providing written notice 30 days in advance.

• Refunds – refunds are not offered for services already delivered or the current billing cycle.

• Service Credits – if we fail to meet the agreed SLA performance standards (e.g., uptime, response time), customers may be eligible for service credits as outlined in their SLA contract.

• Disputes – any disputes regarding service delivery will be reviewed on a case-by-case basis, with the aim of resolving fairly and promptly.

• Remote Support – Most services (desktop support, monitoring, consulting) are delivered online via secure remote access.

• On-Site Support – Where required, our technicians may provide on-site visits within Ireland. Scheduling will be agreed in advance.

• Digital Delivery – Access credentials, service documentation, and reports are provided electronically via email or client portal.

Delivery Timeframe:

• Services begin once your order is confirmed and your SLA is activated.

• Remote services are typically available within 1–2 business days of purchase.

• On-site visits are scheduled based on availability and business needs.

If you have questions about how your service will be delivered, please contact us at info@ergon-it.ie.