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Customer Experience & Support Services : UK: +44 800 031 4596 | USA: +1 844 287 3437

Terms of Service

Definition of terms used in this document

“Service” or “services” refers to the technical assistance, and/or the process of providing technical assistance, that The Tech Helpdesk Ltd.’s Managed IT Support offers and any options therein. The Tech Helpdesk Ltd is a 4 years old Managed IT Support Services Business based out of Coventry in the Midlands, United Kingdom, Company Registration Number 9092991 Registered in England & Wales under the Companies Act 2006.

“Customer” is any individual or individuals who willingly form a commercial relationship with a representative of The Tech Helpdesk. Methods of contact include, but are not limited to, telephone, email, and internet chat. Communication of a The Tech Helpdesk representative with a “Customer” does not imply that any services have been rendered unless verbally agreed over a recorded phone call or signed in writing by both sides.

“Customer” is any individual or individuals who willingly choose to utilize one or more services offered by The Tech Helpdesk.

“Customer” also describes any individual or individuals utilizing one or more services offered by The Tech Helpdesk Ltd, but who has a “authorised representative acting as the Customer” contact The Tech Helpdesk to represent them.

“Utilization” or “utilize” is the action of a Customer willingly receiving one or more of the services offered by The Tech Helpdesk in Managed IT Services & solutions.

“Technology” refers to any desktop computer, portable computer (laptop), tablet or smartphone. Desktop computers typically have a monitor (screen), mouse and keyboard attached to them. Laptops are all inclusive and can also be referred to as a “computer”. Tablets and smartphones are typically mobile devices with a touchscreen running a specific mobile operating system such as, but not limited to, iOS and Android. The term also refers to devices including but not limited to, networking equipment such as routers both wireless and non-wireless, consumer electronics such as televisions, Blu-ray players, and video streaming devices.

“Computer peripherals” or “peripherals” are any device that attaches to a computer. Examples include, but are not limited to, printers, scanners, speakers, microphones, cameras, and external storage devices (external hard drives, tape drives, USB drives, etc.).

“Software” is any program that can be placed, installed, and/or used on a computer, mobile phone or tablet device.

Acceptance of policy

Upon utilization of one or more of the services offered by The Tech Helpdesk, the customer automatically accepts all the terms and policies detailed in this document. The Customer bears the right to reject one or more of the terms and policies described in this document. If a Customer rejects the terms and policies described in this document, The Tech Helpdesk reserves the right to refuse our services to such a Customer.

Modification of terms and policies

The Tech Helpdesk Ltd bears the right to modify any information in this document at any time upon 30 days’ notice including but not limited to pricing, charging methods or assignment of rights to another company or individual. The Tech Helpdesk Limited is not obligated to provide prior warning, or post notification, to any individual or individuals of modifications to this document beyond 30 days.

Types of services available

All options refer to The Tech Helpdesk & its Managed IT Support & Solutions for a home or Small to medium sized Business in England & our service options, as well as The Tech Helpdesk’s exclusive Managed IT Solutions & services for business service options.

“Data Backup” – a customer always pays an upfront fee for cloud data backup services, followed by any such ongoing monthly charge (recurring payment) for any further continued data backup services which is always payable via BACS a month in advance to us, which include support for all data backup service related issues or questions. This service is billed ongoing for 1 month at a time and will automatically recur unless a cancellation of services is initiated by giving 14 days’ notice in writing to us via email or in the post. The Tech Helpdesk Ltd may utilize 3rd party software and services to provide the data backup capability. Support is typically handled exclusively by our Level 1 & Level 2 customer service representatives situated in Coventry, United Kingdom & Kolkata, India via our authorised & self-owned contact centre operations.

“Software” – a customer pays a fee for anti-virus and/or anti-spyware software. This service is available for a minimum 24 months contract term and will automatically be renewed upon 30 days’ notice, unless a cancellation of services is initiated. We may utilize 3rd party software and services to provide the software. Support is provided Mondays to Saturdays 9 AM to 8 PM, & is handled exclusively by our customer service representatives.

Fees/Payment

The amount that the customer is going to be charged relies upon which service option or options they choose to utilize at the time.

When a customer agrees to utilize one or more of our Managed IT Support & services, it is the customer’s obligation to provide payment in advance prior to the service being initiated & supported by our teams as such fees are always charged upfront. The customer bears the right to refuse payment for the services, but we then bear the right to refuse service to that individual or individuals.

The Tech Helpdesk Ltd maintains the highest level of security compliance internally as well as in external relationships via ongoing audits.

When a payment for an order or invoice is agreed, the Customer hereby authorizes The Tech Helpdesk to collect payment for the said order.

Any Invoice and payment requests for Consumer or Business orders are generated post-delivery of service and satisfactory resolution of an incident or a support ticket with us as reported by the User across all agreed devices under the Managed IT Support arrangement. All such invoices will capture the number of incidents & items fixed after being raised by number of users and the number of resolutions, installations and any allied purchases requested by the user that is evident/explicitly asked for as a part of this initial order.

In the unlikely event our IT specialist could not deliver a resolution you are entitled to, you are entitled to a full refund within the first 14 days from this document date. The refund will be processed within 7 business days. (Please refer to our Terms and Conditions stated at www.thetechhelpdesk.co.uk/terms for further information). All such refund requests to be emailed to us within 14 days from the invoice date. Our Payment Terms are strictly up to 2 business days from Document Date. All invoices are automated for release upon order completion. *Invoice value is generated upon successful upfront delivery of items installed & no of incidents raised.

Technologies Supported

The Tech Helpdesk Ltd with its Managed IT Support solutions & services offering supports computers, computer related devices, mobile phones (such as smartphones), tablets, software, and most consumer electronics. Computer-related devices typically are referred to as “peripherals” as mentioned above. Also, support expands to “any technology that assists a computer or other technology device in performing one or more functions”. This includes, but is not limited to, support for issues such as viruses and malware, routers and modems, and assistance with software packages such as Antivirus software. As new technology arises, it is left to the discretion of The Tech Helpdesk Ltd if any other technologies will be added to the scope of support. The Tech Helpdesk Ltd reserves the right to decline service for any issue, device, product or item for any reason at our discretion.

Responsibilities of The Tech Helpdesk Ltd

It is the responsibility of the Tech Helpdesk Ltd to provide customers with competent and timely solutions to their technology problem(s). Our customer service representatives strive to provide excellent service. If our technician cannot resolve the issue via a remote connection, the technician is required to instruct the customer as to what needs to be done next to resolve the issue verbally, & if requested in writing as well.

The customer should be aware that while our customer service & any on - site technicians are expected to perform exceptionally and timely, certain circumstances and the nature of issues can cause resolution times to vary. The Tech Helpdesk Ltd does not guarantee resolution times and time of resolution is not a factor impacting any of the 14 days money back guarantee claims we offer on new orders, as registered by our customer service teams.

The Tech Helpdesk Ltd has partnered with third-party independent engineers to provide onsite support & support any technical call outs for our Customers, when a situation or ticket registered can’t be resolved over the phone or remotely. V4 is not responsible for any services rendered by the third party. The Tech Helpdesk Ltd removes itself from all liability associated with using this third party service. Onsite services are not included in any of our Unlimited Managed IT Support plans or packages, and they are always separate billable services payable upfront by the end user via BACS mode of payment only. All invoice & billing queries to be always emailed for support to billing@thetechhelpdesk.co.uk

The Tech Helpdesk Ltd.’s Managed IT Support & services are in no way a warranty. Replacement of items such as hardware, components and accessories are not covered under any of our Managed IT Support packages & depend upon manufacturer warranty terms & conditions.

The Tech Helpdesk Ltd.’s Managed IT Support & services is not responsible for obtaining, or paying for, any software, including, but not limited to, operating systems, software applications, and drivers.

Customer’s Responsibility

The customer is expected to provide the sales agent, support technician or any other customer service representative, with any information requested to the best of the customer’s ability and knowledge. Withholding important information for the purpose of invoking the money back guarantee is prohibited.

The customer is expected to understand basic instructions that the technician provides to them over the phone. The customer is also responsible for seeing the support process through to its completion.

Indemnification

Customer agrees to indemnify, defend, and hold harmless The Tech Helpdesk Ltd and its employees from and against any claims, damages, liabilities, costs, fines, penalties and expenses (including solicitor costs and other professional fees and costs) arising out of or relating to (a) Customer use or misuse of any Software and/or Services; (b) Customer violation of our Terms of Business; (c) Customer violation of any rights of a third party; or (d) any other negligent or intentional misconduct by Customer. The Tech Helpdesk Ltd retains the right to assume the exclusive defence and control of any matter otherwise subject to indemnification by Customer, in which event Customers is required to cooperate in asserting any available defences.

 

Custom Designed Software

We may use custom designed software and scripts to assist in resolving an issue, reporting data system information, or automating a task. Such software may be manufactured by us or manufactured by a Third-party (see section titled “Third-party Software”). To the best knowledge of The Tech Helpdesk Ltd, the software is fully licensed and breaks no laws when it is used on a customer’s device.

We are not responsible for the unlikely scenario of such software causing damage to your device’s hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor, and/or manager.

The Tech Helpdesk Ltd may accept End User License Agreements on your behalf – for any of our own designed software.

Third-party Software

Oftentimes, we will use “third-party software” to assist in resolving an issue. “Third-party software” is software that is not manufactured by us. Examples of this software are virus and malware removal tools. To the best knowledge of The Tech Helpdesk Ltd, the software is fully licensed and breaks no laws when it is used on a customer’s device.

We are not responsible for the unlikely scenario of third-party software causing damage to your device’s hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor, and/or manager.

We may accept End User License Agreements on your behalf – for third party software and any The Tech Helpdesk Ltd.’s branded software.

Remote Assistance

We use proprietary remote assistance software to help resolve most customer issues. Remote assistance software allows the technician to remotely control a customer’s device to expedite the steps needed to resolve the issue.

This software is fully licensed and breaks no laws when it is used on a customer’s device.

The software installs a small piece of software on the customer’s device. While the software is typically harmless, we bear no responsibility for unforeseen negative effects that the software has on the customer’s device.

A functioning internet connection is required on the device in which the technician intends to take remote control of. The lack of internet connectivity or a slow internet connection can make remote assistance impossible. In this scenario, the customer will need to follow the technician’s instructions to restore the device’s internet connection for the purpose of eventual remote control. The customer bears the right to refuse a remote connection to their device. But the customer must then understand that without remote assistance, resolution of the issue will take longer and require more customer interaction & potentially the need for an on-site technician visit.

We also bear the right to refuse service, at its sole discretion, if a customer chooses to refuse a remote assistance connection.

 

Data Backup and Data Loss

We will make their “best effort” to salvage and secure any important data on a customer’s device or notify the customer of a situation where data may be lost. However, We are not responsible for notifying the customer of potential data loss, backing up data, the loss of any data or the failure/inability to retrieve previously backed up data, by The Tech Helpdesk Ltd.’s Backup solutions & Services or any other method. Unforeseen issues may occur and we are not responsible for these situations during the course of our troubleshooting and support process. It is the customer’s responsibility to ensure that their data is properly backed up before engaging in any support or troubleshooting with The Tech Helpdesk Ltd.

 

Failure to maintain current payment for any data backup services provided by us will automatically forfeit access to existing data backups completed by The Tech Helpdesk Ltd.’s Backup Service. Data backups will be deleted upon cancellation or non-payment of services. The customer does not own perpetual rights to their backed up data. Data is only accessible through the data backup service while the customer is a current, paying data backup service subscriber. We will also cease to complete any additional data backups. Any data loss or data backups missed are not the responsibility of The Tech Helpdesk Ltd.

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