Terms and Conditions of Service
On agreeing to these Terms and Conditions of Service, the Customer (hereinafter referred to as "Client") is engaging Fix The Bugger (A subsidiary of The Lobbys-Links Group and hereinafter referred to as "FTB"), as an independent contractor for the specific purpose of providing remote computer service and support (hereinafter referred to as 'Remote IT Support') for their specified hardware - desktop, laptop, notebook, netbook., printer, scanner and software (hereinafter referred to as 'IT equipment') over an internet connection within a time period (hereinafter referred to as the 'Remote IT Support Session').
2. Remote IT Support
In order for FTB to perform the required Remote IT Support, FTB will perform an analysis of the Client's requirement prior to commencing the Remote IT Support Session in order to ensure the requirement can be fulfilled. This can involve a remote connection to the IT Equipment (hereinafter referred to as the 'Remote Analysis Session') of which is agreed by the Client in accepting these Terms and Conditions of Service.
The Client agrees to provide FTB with full administration permissions to their IT Equipment during the Remote IT Support session in order to perform the required Remote IT Support task. If the Remote IT Support involves 'other' IT Equipment on a network, the Client also agrees to provide FTB with full administration permissions to the 'other' IT Equipment in order to complete the Remote IT Support session.
Remote IT Support is classified as a Repair or Training session;
A Remote IT Support Repair session can be described as one of the following:
- Software Errors or Failure
- Consumer Operating System Errors or Failure
- Virus/Spyware/Adware/Malware Removal
- Software Installation
- PC cleanup to help improve efficiency
- Network Setup
- Peer to Peer Network Sharing Failure
- Internet connection speed assistance where possible.
Support for hardware failure, data recovery or business server operating systems and applications (e.g. Microsoft Small Business Server, Microsoft Sharepoint, Microsoft Exchange) are not covered by the general FTB Remote IT Support charge but is still available and can be quoted for by FTB.
If during the Remote IT Support Session, FTB discovers a further element that cannot be resolved via the Remote IT Support Session (Such as hardware failure that requires replacing) The Client will be given the choice of an engineer being called onsite to resolve the issue (at an additional fee) or for the Client to is resolve the issue to allow FTB to continue with the required repair.
A Remote IT Support Training session can be classed as one of the following:
- PC House keeping activity (e.g. backing up data, cleaning temporary files)
- Learning specific aspect of Software
- Learning specific aspect of Hardware
- How to Perform a Software Installation
- Utilising Office applications
- Specialised Software Training
- Audio / Video Editing or Converting
A Remote IT Support Training session is limited to 1hour. If the Client requires further training on the same subject, the Client will be charged at the accordingly.
Notes and advice provided to the Client are the responsibility of the Client. The Client will also be responsible for remembering what is taught during the Remote IT Support Session. Repeat or further training will be charged accordingly.
3. Post-Remote IT Support /15 Day Warranty
In the event the same Repair (refer to in 2.1 of this agreement) requirement occurs within 15 days of Remote IT Support being completed, FTB will perform the Repair at no extra charge to the Client unless the Repair is due to the Client's misconduct in which case FTB will decide whether the 15-day warranty is still covering the Repair. If the same issue occurs within 15-30 days, FTB will offer the Client the repair at a discounted Rate. If the same issue occurs after 30 days of the initial Remote IT Support, the Client will be charged for IT Support at the prices presented by FTB to the Client through invoicing or other forms of documentation at that time, if Remote IT Support is required.
FTB provides Remote IT Support at a high professional level as shown through results of their success in fulfilling Client Requirements. However, in order to maintain a reliable service, the Client agrees to provide FTB with the time they require in order to complete the Remote IT Support session.
The Client is fully responsible for the data stored on their IT equipment and must be backed up prior to a Remote Analysis Session or Remote IT Support Session. FTB will not be held responsible for any data, hardware or software lost, changed or damaged during or after the Remote Analysis Session or Remote IT Support session.
In the event internet connection is disturbed and a connection between the Client's IT Equipment and an FTB is lost, the Client will be contacted immediately by FTB via contact details provided prior to the Remote IT Support session. Remote IT Support will continue one a connection is restored.
The Client accepts full responsible for their IT Equipment. In the event an FTB engineer discovers illegal or pirate software on the Client's IT Equipment during the Remote Analysis Session or Remote IT Support, the Client will be fully responsible for this software and is advised to remove the software immediately. FTB reserves the right to terminate the Remote Analysis Session or Remote IT Support if pirate software is the reason for the requirement of Remote IT Support.
5. Software Installation
This agreement authorises FTB to install software on the Clients PC if required during the Remote IT Support. All software used is virus-free and does not contain any form of spyware or surveillance functionality. Dependant on the software installed, on completion of Remote IT Support, FTB can remove or leave software installed if requested to do so by the Client. Any software installed to remain on the Clients IT Equipment is immediately reported to the Client.
FTB acknowledges that this Agreement creates a confidential relationship between FTB employees and the Client and that information concerning the Client's personal/business affairs, customers, vendors, finances, properties, methods of operation, computer programs, and documentation, and other such information, whether written or otherwise, is confidential in nature. Any Client information will remain secure and confidential. FTB will not distribute a Clients details to any businesses or third-party advertising agencies and enforce the Data Protection Act within the FTB organisation.
FTB agrees that, except as directed by the Client, it will not at any time during or after Remote IT Support disclose any Confidential Information to any person whatsoever and that upon completion of Remote IT Support, it will turn over to the Client all data and other matter in its possession or control that relate to the Client.
The Client agrees to provide accurate and sufficient payment details. In the event payment details are declined during the payment process, Remote IT Support will not be provided to the Client. If fraudulent details are provided by the Client, the Client's IP Address and related information will be recorded and reported to the relevant authorities.
Payments for the IT Support are based on the prices presented by FTB to the Client through invoicing or other forms of documentation.
Payment details are taken and charged after an FTB engineer has analysed and approved the IT support request but prior to undergoing the Remote IT Support session. If in the event, an issue can not be resolved via remote support, a refund for the amount taken payment will provided in full.
All payments will be made in U.K. Pound Sterling.
9. Contract Termination
FTB has the right to terminate this agreement if an infringement of their service is made or elements of this agreement become void during the repair time period.
10. This Agreement.
This agreement constitutes the sole agreement between FTB and the Client regarding the service of remote IT Support.
This Agreement constitutes the entire understanding of the parties.
By ticking the 'I accept and understand the above agreement' box below. The Client Agrees to these Terms and Conditions of Service.
I accept and understand the above agreement.
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