This policy explains how Digital License OÜ, trading as IT Solution Plus, schedules and delivers custom IT projects, standard service packages and digital content.

1. Support schedule and initial response

Our operational support location is Kotkapoja tn 2a-10, 10615 Tallinn, Estonia. We work Monday to Friday, excluding public holidays in Estonia, and serve customers internationally where the requested service is suitable.

We normally make initial contact within two business days after:

• receiving a sufficiently detailed custom project enquiry; or
• receiving and accepting an order for a standard service package.

This is an initial response target, not a promise that the whole service will be completed within two business days.

2. Custom project delivery

A custom project starts only after the quotation or service agreement is accepted, any agreed advance payment is received, and required information, content, licences, approvals and access are available. The project documents will describe the intended deliverables and completion target.

Custom services are priced for the agreed project rather than by the hour unless a written agreement expressly provides otherwise.

3. Standard service packages

The store page for a standard package defines the included service and any exclusions, supported systems, customer prerequisites or scheduling conditions. After order acceptance, we contact the customer within two business days to confirm information, access and the next available delivery step.

Anything outside the published package scope requires separate written approval and may require a new quotation.

4. Digital content

A digital guide, file or other download may be made available on a confirmation page, through an account or by email after successful payment. The customer is responsible for entering a correct email address and checking spam, junk and filtered folders.

If a paid download is not available within a reasonable time after payment confirmation, contact info@itsolutionplus.net with the order reference. Do not send full payment-card details.

Where consumer law requires express consent and acknowledgment before immediate digital delivery affects the right of withdrawal, we will request it during checkout or before delivery.

5. Delivery methods

Depending on the agreed scope, delivery may consist of remote configuration, website or system changes, a consultation, a report, documentation, files, account setup, a technical handover or another stated output. On-site work is included only where expressly agreed in writing.

We do not access a customer’s system without authorization. Access should be limited to what is reasonably needed for the project and revoked after completion where appropriate.

6. Customer prerequisites

The customer must provide timely and accurate:

• technical and business requirements;
• authorized access to relevant systems or accounts;
• lawfully licensed software and active third-party subscriptions;
• content, files, approvals, decisions and contact availability; and
• backups, unless creation of a backup is expressly included.

Please do not send passwords, private keys or other secrets through the website contact form or ordinary email. We will agree a suitable access method when required.

7. Dates, estimates and delays

A delivery date is binding only if identified as such in the accepted project documents. Otherwise, dates are good-faith estimates based on the known scope and dependencies. We will communicate a material expected delay.

A schedule may be extended for approved scope changes, late customer input, unavailable access, third-party outages or changes, security incidents, force majeure or other circumstances outside our reasonable control. We remain responsible for taking reasonable steps to reduce delays within our control.

8. Review and completion

Delivery occurs when the agreed service has been performed or the agreed output is made available by the stated method. If a review period or acceptance test is stated in the project documents, the customer should provide specific feedback within that period. Silence does not remove mandatory consumer rights.

Requests outside the agreed scope are handled as change requests and are not defects in the original delivery.

9. Delivery problems

If a service or deliverable is missing, inaccessible or appears not to match the agreed scope, email us promptly with the order or invoice reference and a clear description. We will investigate and provide an appropriate remedy under the contract and applicable law.

For cancellation and refunds, see the Cancellation and Rescheduling Policy and Refund and Dispute Policy.

10. Contact

Digital License OÜ, Kotkapoja tn 2a-10, 10615 Tallinn, Estonia
Email: info@itsolutionplus.net
Telephone: +372 5551 1792

Business days are Monday to Friday, excluding Estonian public holidays.