Support Service Terms

These Support Service Terms apply to every support request submitted through the Baron Digital support forms (expert IT, BaronDEV and Ocean), in addition to our Terms & Conditions and Privacy Policy.

1. Scope of support

Support covers the diagnosis and resolution of issues with the systems, software, websites and services that Baron Digital delivers or manages for you and — where agreed — other IT equipment and software you use.

2. Opening a request

Submit the support form with accurate contact details, a clear subject and description, the priority, your availability and — for remote sessions — your Protech ID. Every request receives a ticket number; please quote it in all follow-ups.

3. Priority levels and response

• Critical — your business is stopped or there is a security incident.
• High — a major function is affected and there is no workaround.
• Normal — a partial issue with a workaround available.
• Low — questions, minor changes and general requests.

Response and resolution times are guaranteed only when they are defined in a purchased support plan or SLA. Without a plan, requests are handled in order of priority and arrival during business hours. expert IT customers can also report critical incidents by phone 24/7.

4. Remote access

With your permission we may connect to your device using a remote-support tool. By sharing your Protech ID or session code you authorise a remote session for that request only. Please stay available during the session and close it afterwards. We will never ask for your passwords by email or through a form.

5. Fees

Support included in an active plan is covered by the plan fee. Requests outside a plan, outside its scope or outside business hours may be billed at the hourly rates in your proposal — we will always inform you before billable work starts. Hardware, licences and third-party costs are billed separately.

6. Your responsibilities

Keep up-to-date backups of your data, use properly licensed software, and give us accurate information and the access we need. We are not responsible for data loss where no backup exists, or for issues caused by third parties, unauthorised changes or unsupported systems.

7. Exclusions

• Hardware failures covered by a manufacturer’s warranty (we can coordinate the warranty claim for you).
• Outages of third-party platforms outside our control, such as cloud providers, social networks or payment gateways.
• Issues caused by misuse, malware introduced after warnings, or changes made by others.
• New features or development work, which are quoted separately.

8. Data protection

Information in tickets, and any data visible to us during a remote session, is used only to resolve your request and is handled according to our Privacy Policy.

9. Closing a ticket

We close a ticket when the issue is resolved, or when we receive no reply within 7 days after asking for information. You can reopen it at any time by replying with your ticket number.

10. Acceptance

By ticking the Support Service Terms box and submitting the support form, you confirm that you have read and accept these terms.