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90-day double your money back guarantee

If you are not happy with eligible managed IT support in your first 90 days, claim twice the qualifying IT support fees you have paid.

What the guarantee covers

The guarantee applies only to recurring managed IT support management fees actually paid for your first 90 days of live service. If you are unhappy with that eligible IT support service, contact us within the guarantee period. The qualifying payment is twice those eligible fees: a return of the eligible amount paid plus the same amount again. We confirm the calculation and any applicable VAT treatment in writing.

When the 90 days start

The period starts on the live managed IT service date recorded in your agreement, after onboarding and the eligibility checks have been completed. Project work, procurement and licensing before live service do not start the support guarantee period.

Eligibility requirements

  • Covered hardware must be less than three years old, with age confirmed during onboarding.
  • Supported end-user computers must run genuine, supported Windows 11 Pro.
  • Supported users must use Microsoft 365 Business Premium.
  • Supported devices must have completed onboarding into the agreed Microsoft management environment, including the agreed Intune and Entra configuration, and appear in the approved service inventory.
  • The covered environment must meet the Cyber Essentials technical standard, with the agreed security controls kept in place.

Meeting the technical standard is distinct from holding a Cyber Essentials certificate. We document requirements, remediation and the agreed baseline. Devices awaiting onboarding, unmanaged devices and personal devices outside the approved inventory are outside the managed IT support scope.

What is excluded

The guarantee excludes hardware and equipment costs, Microsoft 365 and other software licences, Azure consumption, third-party application support, managed cyber security fees, training, onboarding and other project charges. Only the clearly itemised managed IT support management fee qualifies. Line-of-business and other third-party applications require support from their own suppliers.

How to claim

Email matthew@39support.com within the first 90 days of live managed IT support. Include your business name, service account reference if available, and that you wish to claim under the guarantee. Tell us what has left you unhappy so we can understand the experience. We check the service start date, agreed eligibility and qualifying payments, then explain the payment calculation and arrangements in writing.

Other contract rights and commitments

The guarantee is a service promise, not a guarantee that every fault has a fixed resolution time or that every system is supported. The signed agreement defines the managed scope and service responsibilities. Microsoft subscription commitments and other excluded third-party costs remain subject to their own agreed terms. This guarantee does not remove rights or liabilities that cannot lawfully be excluded.

Switch with a clearer plan

Your handover
questions, answered.

Know what we support, what needs onboarding and how the change is planned.

Read the support requirements
Read the 90-day guarantee
Can you support our business and the devices we use?

Our focus is businesses with 5–200 staff. Standard IT support covers only devices that have completed onboarding into the agreed Microsoft management environment and are on the approved inventory. Covered hardware must be under three years old, supported computers must run Windows 11 Pro, users must use Microsoft 365 Business Premium, and the environment must meet the Cyber Essentials technical standard. We identify gaps before agreeing live support.

How do you take over from our current IT provider?

We review your current agreement, user and device inventory, Microsoft 365 tenant, domains, licences, backups and administrator access. We then agree the handover actions, owners and timing. Your people receive the new support route when the managed service goes live.

Will we have to change our email addresses or lose Microsoft 365 data?

A provider change does not automatically require new email addresses or a new Microsoft 365 tenant. We review ownership, access, licence commitments and the existing setup first. Any migration or configuration change is planned and scoped before it takes place.

Will the handover disrupt our business?

We identify dependencies and plan changes around your operations. If a change needs an interruption, we discuss the window and the affected systems in advance. We do not promise a disruption-free outcome before reviewing the environment.

What if our current provider cannot supply all the access or information?

We list the missing items and agree a route to obtain them through the authorised owner, existing supplier or relevant platform. We do not bypass ownership or access controls. Missing access and its effect on the handover are made clear before live support is agreed.

Do you support our specialist or third-party applications?

Third-party and line-of-business application support is excluded from the managed IT plan. Your software supplier handles application-specific faults. We identify the boundaries during discovery and document the Microsoft devices and services we will manage.

What if we are unhappy after switching?

Eligible managed IT support has a 90-day double your money back guarantee. It covers twice the qualifying IT support management fees paid during the first 90 days, subject to the published onboarding, device and licensing requirements. Hardware, licences, cyber security, projects, training and third-party application support are excluded.

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