0300 303 2176 help@supportLane.com

Terms of Service & Disclaimers

Effective Date: August 11, 2026
Last Updated: August 11, 2026

Please read these Terms of Service and Disclaimers (“Terms”) carefully before using the SupportLane website or purchasing or using our Services.

By entering into an agreement with SupportLane, purchasing or using our Services, or continuing to use our website, you acknowledge and agree to these Terms.

These Terms are intended for business customers. Our Services under these Terms are not offered for personal, family, or household use.

1. Definitions

“Customer,” “you,” or “your” means the business, company, organization, or other legal entity that enters into a Contract with SupportLane to purchase or use Services for business purposes.

“SupportLane,” “we,” “us,” or “our” means SupportLane, a business established in the State of Nevada, United States.

“Contract” means an agreement between you and SupportLane for the purchase or provision of Services, including these Terms and any applicable order, proposal, statement of work, service agreement, or other written agreement accepted by the parties.

“Services” means managed IT, IT consulting, technical support, helpdesk, remote administration, cybersecurity, infrastructure management, troubleshooting, and other services agreed between SupportLane and the Customer.

“Customer Data” means information, data, records, files, credentials, logs, communications, or other content provided or made accessible to SupportLane by or on behalf of the Customer in connection with the Services.

“Force Majeure” means an event or circumstance beyond a party’s reasonable control, including natural disasters, fire, flood, severe weather, war, terrorism, civil disturbance, governmental action, embargoes, labor disputes, failures of utilities or telecommunications, Internet outages, or failures of third-party infrastructure outside that party’s reasonable control.

2. Services

SupportLane will use commercially reasonable efforts to provide the Services agreed with the Customer.

Depending on the nature of the issue and the applicable Service, support may be provided by telephone, email, chat, remote access, remote monitoring, or other agreed methods.

On-site support will only be provided where separately agreed.

The Customer agrees to provide information reasonably required for SupportLane to perform the Services. Information supplied by the Customer should, to the best of the Customer’s knowledge, be accurate, current, and complete.

The Customer is responsible for providing SupportLane with reasonable access to systems, devices, accounts, networks, information, and personnel necessary for SupportLane to perform the agreed Services.

3. Support Hours and Contact

Our support team is generally available from 9:00 a.m. to 7:00 p.m. UK time, 365 days a year, through our available support channels.

UK Telephone: 0300 303 2176
Email: help@supportlane.com

Availability during these hours does not guarantee that every issue will be resolved immediately. Resolution times may vary depending on the nature and complexity of the issue, third-party dependencies, hardware availability, Customer cooperation, and other circumstances.

4. Scope of Support

Depending on the Customer’s applicable plan or Contract, SupportLane may assist with matters including:

  • email and communications issues;

  • virus and malware diagnosis and removal;

  • data transfer, recovery, storage, and backup issues;

  • printer and peripheral issues;

  • device-related Internet and network connectivity issues;

  • third-party software;

  • operating-system and application troubleshooting;

  • managed IT and helpdesk support;

  • remote administration;

  • infrastructure support; and

  • related IT consulting services.

The exact Services provided to a Customer are determined by the applicable Contract, service plan, proposal, order, or statement of work.

Scheduled Device Maintenance Reminder

Scheduled Device Maintenance Reminder

As part of SupportLane’s managed IT and support services, customers with enrolled devices may receive periodic service communications regarding their covered devices. These may include scheduled maintenance, tune-up, device health check, software update, security, and other service-related reminders. Maintenance reminders are generally sent every three to four months, although the timing may vary depending on the device or service. Customers may opt out of optional maintenance reminders at any time by replying to the applicable email or by contacting SupportLane.

5. Hardware

Unless expressly included in the applicable Contract, SupportLane’s Services do not include the purchase, replacement, repair cost, or warranty of defective or accidentally damaged hardware.

Where reasonably possible, SupportLane may assist the Customer in diagnosing a suspected hardware problem.

The Customer remains responsible for obtaining any required hardware repair or replacement unless otherwise agreed in writing.

6. Annual Support Plans

Under a SupportLane annual IT support plan, the number of enrolled devices will be specified in the applicable Contract or service order.

Unless otherwise stated in the applicable Contract, eligible enrolled devices may receive an unlimited number of support incidents relating to software diagnosis and troubleshooting during the applicable service term.

Annual support does not include hardware replacement, hardware repair costs, or accidental damage unless expressly agreed otherwise in writing.

7. Customer Responsibilities

The Customer agrees to:

  • use the Services only for lawful business purposes;

  • maintain appropriate licenses for software and systems for which support is requested;

  • provide accurate information reasonably necessary for SupportLane to provide the Services;

  • maintain appropriate backups of important information;

  • obtain any permissions and authorizations required to allow SupportLane to access Customer systems and Customer Data;

  • maintain reasonable security over its accounts, credentials, and devices;

  • notify SupportLane of known unauthorized use relevant to the Services; and

  • cooperate reasonably with SupportLane in diagnosing and resolving technical issues.

8. Remote Access

Certain Services may require SupportLane personnel or authorized service providers to remotely access Customer devices, networks, applications, accounts, or systems.

By requesting or authorizing remote Services, the Customer authorizes SupportLane to access the relevant systems to the extent reasonably necessary to provide the requested Services.

SupportLane will use such access for legitimate service, support, administration, maintenance, security, troubleshooting, or other purposes authorized by the Customer.

The Customer represents that it has the authority to provide SupportLane with the requested access.

9. Suspension or Termination for Misuse

SupportLane may suspend or terminate Services where we reasonably determine that the Services are being:

  • used fraudulently;

  • used unlawfully;

  • used by unauthorized persons;

  • used for unauthorized systems or devices;

  • used in material violation of these Terms or the applicable Contract; or

  • used in a manner that creates a material security or operational risk.

Where reasonably practicable, SupportLane will provide notice before suspension or termination unless immediate action is reasonably necessary for security, legal, fraud-prevention, or operational reasons.

10. Fees and Payment

Pricing and applicable charges will be stated in the Customer’s Contract, proposal, order, invoice, or applicable service plan.

Payment may be accepted by credit card, debit card, PayPal, bank transfer, or another payment method agreed by SupportLane.

The Customer represents that it is authorized to use the payment method provided to SupportLane.

Following successful enrollment in applicable support Services, the Customer will generally receive a welcome email within 24–48 hours.

Taxes will be handled as stated in the applicable quotation, invoice, Contract, or as otherwise required by applicable law.

11. Automatic Renewal and Non-Renewal

This Agreement will automatically renew for successive one-year terms unless either party provides written notice of non-renewal at least thirty (30) days before the end of the current term.

Either party may send such notice by email or other written communication to the contact listed in the Agreement.

Upon timely notice of non-renewal, the Agreement will terminate at the end of the then-current term without further renewal obligation.

If no timely notice of non-renewal is received, the Agreement will automatically renew for another one-year term under the same terms and conditions unless otherwise agreed in writing.

A Customer wishing to provide notice of non-renewal may contact:

Email: help@supportlane.com
UK Telephone: 0300 303 2176

Cancellation or termination does not automatically create a right to a refund. Refund eligibility is governed by the Refund Policy below.

12. Refund Policy

Refund Processing

Any approved refund usually takes 14–15 business days to be credited to the account, card, or payment method from which the original payment was made.

Actual posting times may also depend on the applicable bank, card issuer, or payment provider.

Incident-Based Support

A full refund will be provided if SupportLane is unable to resolve even a single issue within seven (7) days from the date of enrollment in the Services.

There will be no refund for incident-based support if at least one of the Customer’s issues has been successfully resolved.

For incident-based support, the Customer’s right to request a refund expires thirty (30) days from the date of first servicing if support is not satisfactory or none of the applicable issues has been resolved.

If SupportLane has not provided the single-incident Service requested by the Customer, a full refund will be issued.

Annual Support Refunds

Any refund will be limited to the amount paid to SupportLane for the applicable Services, subject to the terms below.

If none of the Customer’s issues has been resolved within the first seven (7) days of contact, a full refund may be issued subject to the Customer satisfying the prerequisites reasonably necessary for SupportLane to provide support.

The Customer must provide:

  • a working Internet connection where required;

  • a device that is powered on and otherwise operational enough for diagnosis or troubleshooting;

  • reasonable access required to diagnose and troubleshoot the issue; and

  • reasonable time and cooperation for SupportLane to diagnose and troubleshoot the issue.

Where an issue is caused by hardware, the Customer acknowledges that hardware may first need to be diagnosed, repaired, or replaced before SupportLane can continue troubleshooting.

Technical diagnosis and troubleshooting may require time depending on the nature and complexity of the issue.

For annual support Services, if SupportLane resolves all of the Customer’s applicable issues and the Customer nevertheless wishes to cancel the Services within thirty (30) days of enrollment, SupportLane will charge a one-time fee of GBP £129.00 from the amount otherwise refundable.

The Customer’s right to obtain a refund expires thirty (30) days after the initial agreement to the applicable support Services, although the Customer may cancel the Services at any time subject to the applicable Contract and renewal provisions.

Nothing in this Refund Policy limits any rights that cannot lawfully be excluded under applicable law.

13. Cancellation

A Customer may request cancellation of Services by contacting SupportLane in writing using the Customer’s registered email address or another agreed written method.

Cancellation requests may be sent to:

Email: help@supportlane.com
UK Telephone: 0300 303 2176

Cancellation does not retroactively cancel charges already properly incurred and does not create a refund entitlement except as expressly provided by the Refund Policy or required by applicable law.

For annual agreements, cancellation and non-renewal are separate concepts. Unless otherwise agreed in writing, notice of non-renewal must be provided at least thirty (30) days before the end of the current term to prevent automatic renewal.

14. Use of the Website

You may use the SupportLane website only for lawful purposes.

You must not:

  • introduce viruses, malware, malicious code, or other harmful material;

  • attempt unauthorized access to the website, servers, systems, or networks;

  • interfere with or disrupt website functionality or security;

  • use the website in connection with unlawful activity;

  • submit unlawful, abusive, offensive, or malicious material; or

  • reproduce or commercially exploit protected website content without authorization.

Your use of the website is subject to these Terms and applicable law.

15. Intellectual Property and Trademarks

Unless otherwise stated, the text, graphics, designs, software, branding, logos, and other materials created or owned by SupportLane and displayed through our website or Services are owned by or licensed to SupportLane and are protected by applicable intellectual-property laws.

No SupportLane intellectual-property rights are transferred to the Customer except where expressly agreed in writing.

Third-party names, trademarks, logos, software, and products remain the property of their respective owners.

References to third-party companies, trademarks, products, or services are for identification or informational purposes and do not, by themselves, imply sponsorship, affiliation, partnership, or endorsement by or of SupportLane.

16. Third-Party Products and Services

SupportLane may assist Customers with hardware, software, applications, Internet services, cloud services, security products, and other products or services supplied by third parties.

Unless expressly stated otherwise, SupportLane does not manufacture, own, control, or warrant those third-party products or services.

Third-party products and services may be subject to separate terms, licenses, warranties, privacy policies, availability requirements, and fees imposed by their respective providers.

SupportLane is not responsible for failures or interruptions caused solely by third-party products or services outside SupportLane’s reasonable control.

17. Privacy

SupportLane’s collection, use, disclosure, retention, and other processing of personal information for its own business purposes is described in our Privacy Policy.

Customers should review the Privacy Policy together with these Terms.

18. Data Protection and UK Customers

SupportLane is established in the State of Nevada, United States and provides Services to customers that may be located in the United Kingdom.

Where applicable to the Services, each party will comply with the data protection laws applicable to its processing of personal information, including, where applicable, the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018, and the Data (Use and Access) Act 2025.

Customer Data

In providing managed IT, technical support, consulting, remote administration, cybersecurity, infrastructure management, and related Services, SupportLane may access or process Customer Data provided or made accessible by or on behalf of the Customer.

The Customer is responsible for ensuring that it has the rights, permissions, lawful bases, notices, and authority necessary to provide or make Customer Data accessible to SupportLane and to instruct SupportLane to process that data in connection with the Services.

Where Customer Data contains personal information and SupportLane processes that information on behalf of the Customer, SupportLane will process such information in accordance with the Customer’s documented instructions, the applicable agreement between the parties, and applicable data protection law.

Data Processing Agreements

Where required by applicable data protection law, processing of personal information by SupportLane on behalf of a Customer will be governed by an applicable Data Processing Agreement (“DPA”).

If there is a conflict between these Terms and an applicable DPA concerning the processing or protection of personal information, the DPA will control to the extent of that conflict.

International Data Processing

The Customer acknowledges that SupportLane is established in the United States and that providing the Services may involve Customer Data being accessed from, transferred to, processed in, or stored in the United States or another country in which SupportLane or its authorized service providers operate.

Where applicable data protection law requires safeguards for an international transfer of personal information, the applicable parties will implement an appropriate transfer mechanism or safeguard as required by law.

Security

SupportLane will maintain reasonable and appropriate technical and organizational measures designed to protect Customer Data against unauthorized access, acquisition, use, alteration, disclosure, loss, or destruction, taking into account the nature of the Services and information being processed.

No method of transmission, storage, network, or information-security system can be guaranteed to be completely secure, and SupportLane does not warrant that unauthorized third parties will never be able to defeat applicable security measures.

19. Data Protection Complaints

If you believe that SupportLane has processed your personal information in a manner that infringes applicable data protection law, you may contact us at:

Email: help@supportlane.com
UK Telephone: 0300 303 2176

Where required by applicable UK data protection law, SupportLane will acknowledge receipt of a qualifying data protection complaint within thirty (30) days, take appropriate steps to investigate the complaint without undue delay, keep the complainant appropriately informed, and communicate the outcome without undue delay.

Additional information concerning privacy rights and our processing of personal information is available in our Privacy Policy.

20. Service Complaints, Feedback, and Suggestions

Customers wishing to raise a complaint concerning our products or Services, provide feedback, or make a suggestion may contact SupportLane at:

UK Telephone: 0300 303 2176
Email: help@supportlane.com

We will use reasonable efforts to review and respond appropriately to service complaints.

Data-protection complaints are handled separately as described above.

21. Limitation of Liability

To the fullest extent permitted by applicable law, SupportLane’s aggregate liability arising out of or relating to the Services or applicable Contract will not exceed the amounts paid by the Customer to SupportLane under the support plan or Services giving rise to the dispute.

To the fullest extent permitted by applicable law, SupportLane will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages, or for loss of profits, revenue, business opportunity, goodwill, or anticipated savings arising out of or relating to the Services.

Nothing in these Terms excludes or limits liability to the extent that such liability cannot lawfully be excluded or limited.

22. Indemnification

To the extent permitted by applicable law, the Customer agrees to indemnify, defend, and hold harmless SupportLane and its affiliates, officers, directors, employees, agents, contractors, licensors, consultants, and suppliers against third-party claims, liabilities, losses, damages, costs, and reasonable legal fees arising from:

  • the Customer’s material violation of these Terms;

  • unlawful or unauthorized use of the Services by the Customer;

  • the Customer’s infringement of a third party’s intellectual-property or other rights; or

  • Customer Data or instructions supplied by the Customer that violate applicable law or third-party rights.

SupportLane will provide reasonable notice of an applicable claim and reasonable cooperation in its defense.

The Customer may not settle a claim in a manner that admits liability by, imposes obligations upon, or materially affects SupportLane without SupportLane’s prior written consent.

23. Force Majeure

Neither party will be liable for a delay or failure to perform an obligation, other than an obligation to pay amounts already due, to the extent caused by a Force Majeure event.

The affected party will use commercially reasonable efforts to mitigate the effects of the event and resume performance when reasonably possible.

24. Governing Law and Jurisdiction

These Terms and any Contract incorporating them are governed by the laws of the State of Nevada, United States, without regard to its conflict-of-law principles.

Unless otherwise agreed in writing or prohibited by applicable law, disputes arising out of or relating to these Terms or the Services will be subject to the jurisdiction of the appropriate state or federal courts located in Nevada.

Nothing in this section is intended to exclude the application of any law, remedy, or jurisdictional right that cannot lawfully be excluded by agreement.

25. Changes to These Terms

SupportLane may update these Terms periodically to reflect changes to our Services, business practices, security requirements, or applicable law.

The current version will be published on the SupportLane website with an updated “Last Updated” date.

Changes will apply prospectively from their effective date unless otherwise required by applicable law or agreed between the parties.

Where an existing Contract specifies separate procedures governing amendments to contractual terms, those procedures will continue to apply to that Contract.

26. Entire Agreement

These Terms, together with the applicable Contract, order, proposal, statement of work, service agreement, Data Processing Agreement, and any other documents expressly incorporated into the agreement, constitute the agreement between the parties concerning the applicable Services.

If there is a conflict between these Terms and a separately executed agreement between SupportLane and the Customer, the separately executed agreement will control to the extent of the conflict unless that agreement states otherwise.

If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by applicable law.

A failure or delay by either party to enforce a provision of these Terms does not constitute a waiver of that provision.

Headings are provided for convenience only and do not affect interpretation.

27. Contact

Questions concerning these Terms, cancellations, non-renewal notices, complaints, or other service matters may be directed to:

SupportLane

Email: help@supportlane.com
UK Telephone: 0300 303 2176

Effective Date: August 11, 2026
Last Updated: August 11, 2026