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Support Terms & Conditions
Last updated: 01/06/2026
1. About this support service
This support service is provided by Axon Power & Control. The service allows customers to request live support for technical, electrical, automation, control panel, PLC, documentation, or related support issues.
2. Submitting a support request
You must provide accurate contact details and enough information for us to understand your support request. This may include company details, equipment references, job numbers, error messages, screenshots, or a description of the issue.
3. Payment method requirement
Before joining the live support queue, you are required to securely save a payment method. Payment details are handled by our payment provider and are not stored directly by Axon Power & Control.
4. Billing time
Time billing starts when an operator first replies. The rate is £100/hour for the first hour (even if you use less). After the first hour, additional time is billed in 15-minute increments.
5. PLC access or system reconnection
If remote PLC access or reconnection is required, a fixed charge of £200 may apply. This fee is subject to change depending on Axon’s incurred costs.
6. Drawings and minor requests
Simple requests such as providing drawings are included within billed time and will not incur additional charges outside of standard billing.
7. Additional charges
Axon reserves the right to add charges during a session if extra work is required. Users will be prompted to consent before any additional charge is applied and can accept or decline.
8. Early chat closure
The chat window must remain open during support. Early closure may affect billing accuracy and could result in overcharging.
9. Remote support limitations
Remote support is based on available information. Some issues may require site attendance, third-party support, replacement parts, or further investigation.
10. Customer responsibilities
You are responsible for safe and lawful operation of any equipment, machinery, systems, or software involved. Do not request work you are not authorized to request.
11. Safety-critical systems
Do not rely solely on live chat for urgent safety-critical issues. Follow internal procedures and isolate equipment where needed.
12. No guarantee of outcome
We use reasonable skill and care but cannot guarantee resolution within a specific time or full remote resolution.
13. Payment
After support, your saved payment method may be charged for the final amount, including approved additional charges.
14. Data and privacy
Information submitted may be used to provide support, manage billing, and maintain records. Personal data is handled per applicable data protection laws.
15. Acceptance of terms
By submitting the support form and ticking the confirmation checkbox, you confirm that you have read and accepted these support terms, including billing rates and additional charges policies.
