The Customer may purchase enhanced support services separately at
Iceberg Digital’s then current rates.
Provision of Services
During the Business Day (usually 9.30-5.30 Monday to Friday save bank
holidays in England), Iceberg Digital shall be available to provide Support
Services as detailed in Clause 5.4 of the Agreement).
In case of emergency outside of these hours, Iceberg Digital will
endeavour to respond to urgent support issues as soon as is reasonably
practicable and can be contacted via email at
Support Services are provided by Iceberg Digital’s own team and is
dependent on Iceberg Digital’s own reasonable resources available at the
time of the Customer’s request for the Services.
Iceberg Digital will not be obliged to provide any Support Services if
payment by the Customer for any Fees or other charges is outstanding or in
The Customer will make all support calls to Iceberg Digital using its
general telephone number, also know as its Support Line, which will also
have a voicemail facility.
Iceberg Digital shall be entitled to change the telephone number or e-mail
address of the Support Line from time to time upon reasonable prior written
notice to the Customer. A support specialist will acknowledge such Support
Requests by returning calls or replying to emails placed through the
Support Line during the Service Hours as soon as is reasonably practicable
and no longer than 24 hours after receiving such support call or email.
Iceberg Digital is not responsible for responding to support calls or
messages placed anywhere other than via the Support Line or the email
Scope of Support Services
During the term of the Agreement, Iceberg Digital will use reasonable
endeavours to provide the Support Services set out under the Agreement.
These Support Services are limited to Iceberg Digital providing
a) online training with our onboarding team;
b) accessible "show me" guides, "how to" guides and "system walkthroughs"
for the operation of the Platform;
c) general reasonable support regarding the actual Lifesycle platform,
d) investigating and resolving general bugs;
e) Where reasonable and where it has been shown that ‘training videos’,
‘walkthroughs’ and ‘how to’ guides are not sufficient, new staff training and
If the Software isn't working or the Customer cannot gain access to the
Lifesycle platform, and this is due to a technical default at the
Customer’s end, for example, an old browser, or old equipment then Support
is not included for this, and Iceberg Digital is not responsible for
resolving such issues. The Customer will need to rectify it themselves.
Where Iceberg Digital recommends and the Customer agrees that the best
method of error correction involves an interruption of the live operation
of the Lifesycle platform, Iceberg Digital shall use reasonable efforts to
help the Customer and will aim to minimise the Customer’s business
disruption so far as is reasonably practicable.
Iceberg Digital will only provide the Support Services in respect of the
latest release, and any assistance provided in respect of any other release
shall constitute surcharge services.
Iceberg Digital may provide the Customer with additional services as may be
agreed upon from time to time by the parties such as software training,
e.g., in connection with the use of any release or for out of hours
attention. These additional services will be outside of the scope of the
Agreement and Iceberg Digital may charge the Customer for the additional
Confidentiality and Data Protection
Iceberg Digital shall ensure that the Customer Data and any request for
Support Services is kept confidential and stored in encrypted form.
All Customer Data (whether or not that data includes personal data as
defined under the GDPR guidelines) shall be processed in compliance with
Iceberg Digital’s Privacy Notice.
Implementation of Policy
This Policy shall be deemed effective as of January 2020. No part of this Policy shall have
retroactive effect and shall thus apply only to matters occurring on or
after this date.
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