Introducing TechSupp

TechSupp Technical Support Policies

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Effective
"User" and "User’s" refers to the individual who has subscribed to TechSupp support from IQR. By confirming, the User concurs that the terms have been reviewed and accepted by him/her. TechSupp will not be required to perform any Service/s requested by User through the phone/e-mail or website until User accepts terms of the service as defined here, in writing, electronically or by phone. These terms will be part of the agreement between User and TechSupp under which, the defined Service will be provided by TechSupp.
By following this link, the User confirms his/her acceptance of the terms and conditions of availing TechSupp service which are detailed below. The document may be made available to the User on the website or through an e-mail/post mail and a written/ phone/ electronic confirmation would be deemed acceptance.

TechSupp will provide service/s for the mentioned products on ‘best effort basis’. If any issue/reported problem is beyond the scope of TechSupp service, they may inform/ suggest other available options to the User. TechSupp will not be responsible for efficacy of any such options, chosen by the User. TechSupp will not be responsible for any damage done to the computer/peripherals, software or loss or corruption of User data. TechSupp is also not liable for any consequential damages. All the service fee/ membership subscription once paid to TechSupp is considered final and non-refundable. TechSupp may, at any time, refuse service to a customer without assigning any reasons. The User may contact TechSupp service center by phone, letter, or by electronic means. TechSupp will not gain ‘remote access’ to the user’s computer without prior permission.
TechSupp will provide support services in accordance with TechSupp privacy policy for hosting services which is available at Privacy Policy.
These Technical Support policies are subject to change at TechSupp’s discretion; however the services provided will not be materially reduced during the support period (defined below).

This document addresses the following topics:

1. Registration
2. Acceptance
3. Service and Support Terms
4. PC hardware, peripherals, software covered
5. Limitations and Exclusions from TechSupp Service (Out of Scope of Service)
6. Privacy Policy
7. Disclaimer

1. REGISTRATION & VALIDITY: User must register for the Service. As part of the registration process, User must
   (a) provide certain information related to user and the details of computer, peripherals and software/s installed/in use and help completing the TechSupp’s Registration Form,
   (b) warrant such information to be current, complete and accurate
   (c) update such information to keep it complete and accurate at all times and
   (d) certify that all software in use have legal valid user license including anti-virus software as listed in appendix 1. The user will be responsible for all renewals of software licenses and anti-virus utilities and during the support/ service period. User must be of legal age that gives User the right to form enforceable contracts (currently eighteen years of age or older in United states of America) to register for the Service.
   Membership begins on the date of registration and acceptance of the terms of Service. It is valid for the length of the specified Membership period to the service. TechSupp will assign a unique ID and password for the service after confirmation of the purchase of the Membership and registration by phone / e- mail/ Postal Mail or through the website.
   Members are required to provide their ID / registration number and supply any other Personal Identifier Question (PIQ) to the Customer Technical Support Executive. TechSupp reserves the right to refuse the Service to User for any reason.
   After the registration the User may request the support service described below (the "Service") from TechSupp through phone or www.TechSupp.net (the "Site"), a web site maintained by TechSupp. The Service will be provided to User subject to the following terms and conditions:

2. ACCEPTANCE: By confirming below that these terms have been reviewed and accepted by User, User will be bound by these terms and they will form the agreement between User and TechSupp upon which the Service will be provided. TechSupp will not be required to perform the Service requested by User through the phone/ website until it accepts terms of the service as defined here in writing, electronically or by phone. If User issue a purchase order or other writing in connection with the Service, any provision of such purchase order or other writing inconsistent with these terms will not be binding upon TechSupp and, to the extent any such inconsistency exists, these terms will control.

3. SERVICE & SERVICE SUPPORT TERMS : The Service allows User to telephone our Customer Technical Support Executive (the “CTSE”), interact online with CTSE and allow CTSE to do troubleshooting of reported technical issue/ problem/ fault with the Personal Computer and software (the “issue”) and help in resolving the issue. In case the issue cannot be resolved through telephonic support the user may authorize CTSE to gain remote access to User computer to assist in resolving User’s computer issue. The Service also employs software to collect system information about User’s computer, diagnose User’s computer problem using such information, relay such information and a diagnosis to a CTSE and/ or User, and, if authorized by User, allow CTSE to remotely access User’s computer and/ or make repairs. While the uses of many components of the Service are optional, TechSupp must have User current system information in order to perform the Service. If User deny TechSupp’s request to obtain such information, TechSupp will not be able/ liable to process User request to the full extent possible and will be limited in providing the Service.
   
   FAIR USAGE POLICY; SUSPENSION OR TERMINATION OF SUBSCRIPTION: Though TechSupp has no limits on the amount of telephone or online support requests a Subscriber may make during the subscription period, however, each Subscriber's use of the support services is subject to TechSupp's "fair use" policy. Under this policy, if at any time, in TechSupp's sole discretion, subscriber's use exceeds the level of use reasonably expected from someone using a Subscription Plan for individual use, then TechSupp reserves the right to suspend or terminate Subscriber's Subscription Services. In addition, TechSupp reserves the right to suspend or terminate any Subscription Services of any Subscriber that TechSupp, in its sole discretion, determines are being used (a) fraudulently, (b) by any person other than Subscriber, or (c) for any computer system other than a Registered System. User may terminate the Service at any time by giving written or electronic notice to TechSupp; provided, however, that User will not be entitled to a refund of any fees prepaid by User for the Service.
   
   REPAIR/RESOLUTION PROCESS: User may ask TechSupp questions about software and hardware malfunctions related to the products that appear on TechSupp’s list of supported products. (Refer Appendix 1- Covered under the service). TechSupp may refuse to answer a question that is related to a product not mentioned on the supported products list (Refer Appendix 1 Out of Scope of service). Answering a question relating to an unsupported product should be considered a courtesy and not an obligation of TechSupp. TechSupp support will not cover any training and other services (Refer Appendix 1 out of Scope of service).
   User would have a choice to report the issue through phone (Specified “call- in” phone number/s), or specified email id for TechSupp support. The reported issue (Case) would be given a unique Case number. The Case will be closed after resolution of the issue or if the issue is beyond scope of service or issue cannot be resolved using the phone, email or Remote Access support. User may choose conducting the dialogue via the Phone, Chat or email depending on the mode of communication/s offered for the TechSupp service. User may use any of these modes, if available at that time, depending upon User preferences or the advice of a CTSE. A question can consist of multiple chat sessions and/or Phone Calls. For User convenience, TechSupp maintains a transcript of all Phone Calls and chat sessions within a query. When User are sure that the issue is resolved or for some reason User want to stop discussing the issue, the CTSE will close the Case or let the case be in open state depending upon the status of case.
   TechSupp may make some software available to User in connection with the Service (the "Software") through its website or through other software vendors. The availability/ use of the Software is subject to the license agreement that User must accept before using the Software. The Software includes the following:
   (a) Diagnostic software collects a wide variety of useful information about the state of a computer system and the applications on it. This information is packaged into a document containing all the essential details needed by CTSE and is sent over the Internet to a server maintained by TechSupp. TechSupp-CTSE analyze this information to help diagnose and solve end-user problems.
   (b) TechSupp’s Screen Sharing module allows User to grant control of User’s computer to a TechSupp-CTSE remotely over the Internet, so that the CTSE can diagnose or correct problems. TechSupp-CTSE will not use the screen sharing software unless User has explicitly consented to its use.
   
   USERNAME/ PASSWORD: User will be given an account number for the service User has registered for and telephone number and an e-mail address for support. User’s are responsible for maintaining the confidentiality of User password and must immediately notify TechSupp in writing or electronically of any unauthorized use of User password.
   
   LIMITED LICENSE: Upon registering for the Service, TechSupp grants User a limited license for accessing telephone support and to use support through TechSupp website. The use of support service is for one computer only and software downloads for only copy. User must apply for a separate account for each computer User want to be supported by TechSupp. User right to use the Service is personal to User and User may not resell or otherwise transfer the use of the Service, the Software or other materials or information obtained by User through the Service without the express written consent of TechSupp. The service can not be used by any other hardware/software support vendor even if they are servicing the registered computer or resolving issue of the registered user.
   
   FEES: The level of services that User may require should be selected from the options on the home page/ as advertised in the magazines. During signup User will be asked to provide us with User’s name as it appears on User’s credit card, User’s credit card number and expiration date. The fee for User’s subscription will be charged to User’s credit card. These transactions are done on a secured server in USA. The payment may be made through other modes as advertised/defined by TechSupp.
   
   PAYMENTS: All fees payable in connection with the Service will be charged directly to the credit card User provide to TechSupp.
   
   USER RESPONSIBILITIES: User must (a) comply with all applicable laws in connection with User’s use of the Service, (b) not use the Service for any illegal purpose, (c) not interfere or otherwise disrupt networks connected to the Service, (d) not use the Service to infringe any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy, (e) not transmit through the Service, through Feedback or otherwise, any unlawful, harassing, libelous, abusive, threatening, harmful, vulgar, obscene or otherwise objectionable material of any nature, (f) not attempt to gain unauthorized access to other computer systems and (g) not interfere with another user's use and enjoyment of the Service. User is solely responsible for backing up all data stored on Users computer and for protecting such data from loss or theft.
   
   INTENDED AUDIENCE: TechSupp offers customers located in the United states of America and makes no representation that the Service or the Site are appropriate or will be available for use in other country/jurisdictions. Unless otherwise explicitly stated, all marketing or promotional materials found on the Site are solely directed to individuals and entities located in the United states of America. User use of the Service is subject to all applicable laws.
   
   PROMOTION: User may not advertise User use of the Service, in any form, without first obtaining TechSupp’s consent in writing or electronically. In addition, User may not use the name or any trademark or service mark of TechSupp or IQR for any purpose without first obtaining TechSupp’s consent in writing or electronically.
   
   LIMITATION ON LIABILITY: TECHSUPP WILL NOT, WHETHER FOR BREACH OF CONTRACT, TORT OR OTHERWISE, BE LIABLE FOR ANY CONSEQUENTIAL, DIRECT, INCIDENTAL, INDIRECT, PUNITIVE, SPECIAL OR OTHER SIMILAR DAMAGES INCURRED BY USER IN CONNECTION WITH THE SERVICES, THE SITE OR ANY OTHER MATTER (INCLUDING, BUT NOT LIMITED TO, ANY LOST PROFITS), EVEN IF THE POSSIBILITY OF SUCH DAMAGES COULD HAVE BEEN FORESEEN BY TECHSUPP, OR FOR ANY DIRECT DAMAGES IN EXCESS OF THE FEES PAID BY USER FOR THE SERVICE DURING THE YEAR IN WHICH USER INCURRED SUCH DAMAGES OR THE PRO RATA AMOUNT FOR THE UN-UTILISED PERIOD FOR THE SERVICE.
   
   INDEMNIFICATION: User shall indemnify and hold harmless TechSupp from and against all costs, damages, expenses, liabilities and losses incurred by TechSupp (including, but not limited to, fees and disbursements of counsel to TechSupp) (a) in connection with (i) User’s failure to perform any obligation pursuant to these terms and conditions and (ii) User negligence or (b) otherwise in connection with User use of the Service or the Site/Telephone Support, except to the extent such costs, damages, expenses and losses are incurred by TechSupp solely due to the gross negligence of TechSupp.
   
   TAXES: No fees charged by TechSupp for the Service include any taxes or other government-imposed fees, unless expressly stated to include such taxes or other government-imposed fees. User is responsible for the payment of all such taxes and other government- imposed fees.
   
   NOTICES: User may send notices to TechSupp at customerservice@TechSupp.net or use our other contacts. Any such notice will be effective upon actual receipt by TechSupp. TechSupp may send notices to User through e-mail, regular mail or a posting on the Site. Any such notice will be effective upon actual receipt by User in the case of e-mail or regular mail or upon posting in the case of such notice being posted on the Site.
   
   INDEPENDENT CONTRACTORS: User and TechSupp are independent contractors and not agents of the other for any purpose. Neither User nor TechSupp may act for the other or incur any indebtedness, liability or obligation on behalf of the other.
   
   FORCE MAJEURE: TechSupp will not be liable to User for any failure or delay in the performance of an obligation pursuant to these terms and conditions to the extent such failure or delay is caused by circumstances beyond its reasonable control (including, but not limited to, earthquake, fire, flood or other casualty, an act of God, a strike, lockout or other labor dispute, war, embargo, blockade, legal restriction, riot, insurrection or governmental action).
   
   ARBITRATION: Any claim, controversy or dispute arising out of or relating to these terms and conditions shall be settled by arbitration conducted in United States of America under US law. Any award rendered by the arbitrators will be final for all purposes. A judgment upon such award may be entered into, and enforced by, any court having jurisdiction over such claim, controversy or dispute. The arbitrators will possess the powers to issue injunctions, restraining orders and other equitable relief in connection with such arbitration. All costs and expenses of such arbitration must be paid by the losing party unless otherwise allocated by the arbitrators. Nothing in this Section shall affect the right of TechSupp or User to request from a court of competent jurisdiction an injunction, restraining order or other equitable relief.
   
   NO THIRD-PARTY BENEFICIARIES: No individual or entity is a third-party beneficiary to this Agreement. Each provision of this Agreement may be enforced only by TechSupp or User or, to the extent permitted by this Agreement, any successor or assignee of TechSupp or User.
   
   MISCELLANEOUS: These terms and conditions (a) may be amended by TechSupp at any time by User and TechSupp in a writing executed by User and TechSupp’s, (b) inure to the benefit of and are binding upon User and TechSupp and each of User and TechSupp’s successors and assignees, except that User may not assign any of User obligations under these terms and conditions without first obtaining the written consent of TechSupp, (c) are governed by, and will be interpreted and enforced in accordance with US Law without regard to principles of conflict of laws, and (d) constitute the entire agreement between User and TechSupp with respect to the subject matter of this Agreement, and supersede all prior oral and written proposals, representations, understandings and agreements.

4. PC hardware, peripherals, software covered
   
   Scope of TECHSUPP Services: Following product and services are proposed to be offered to TechSupp members a. A voice based (phone)/E-mail/Chat technical help desk support. The details of services covered are given below. b. PC fault resolution with remote access to Computer subject to approval of the member permitting access. IQR will use industry standard remote access / diagnostic software and the member will install a ‘client’ on his/her PC allowing connectivity.
   TechSupp Phone Support Service--- Membership/Subscription/Support Terms & Conditions, Hardware/Software covered and Exclusions
   
   TERMS AND CONDITIONS: PC (“Personal Computer”) Helpline (TechSupp) membership provides technical support for selected hardware and software products. Technician-assisted Technical Support requires the cooperation and participation of the customer in the troubleshooting process and provides for restoration of the Operating System, software applications and hardware drivers to the appropriate state for functionality of the system unit. Use of the services shall be governed exclusively by the Terms of Use located at http://www.TechSupp.net/TechSuppnet/jsp/tsp.jsp , which may be super ceded or modified from time to time. By enrolling for the TechSupp membership, you accept and are bound to the terms and conditions of this Agreement. Terms of use include but are not limited to the following Scope of the Service: The scope of the services is detailed in this agreement. In the course of providing the service, the technicians may determine that an issue is not in the scope of the service provided In such cases, TechSupp may recommend the purchase of an additional Incident or Membership to address the issue (if available), or use commercially reasonable efforts to refer you to an appropriate alternative resource. TechSupp may or may not transfer you directly to an alternate resource. You acknowledge that the TechSupp may not be able to solve your particular problem. TechSupp is not responsible for lost or corrupted data. Refunds are not provided, even if TechSupp support executives are unable to resolve your problem. TechSupp may suspend or terminate access to the Service if it reasonably determines that your use of the Service is excessive or fraudulent or in violation of any law or regulation. The service is provided on a best effort basis to installed Personal Computers that have been operated by standard practices of maintenance, software updates and antivirus programs. New Technology and Applications: The computer industry changes rapidly, and manufacturers are constantly offering new Technology choices, including new hardware devices, new operating systems, and new Software application upgrades/patches. TechSupp’s policy is one of ongoing update and revision. New releases of software will be supported by TechSupp only after three months of release. Software application support is limited to the current release and two previous releases. However, TechSupp may revise and discontinue support for any product at any time without notice to you. Membership supports following software, hardware
   OPERATING SYSTEMS
   Windows XP Pro
   Windows XP Home
   Windows ME
   Windows 2000/Pro
   Windows 98
   
   NETWORKING DEVICES
   Dial –up modems
   DSL/cable modem connectivity
   Ethernet cards and adapter 10/100 mbps
   Wireless network components
   802.11x (Wi-Fi), connectivity only
   
   HARDWARE
   Desktop PCs
   Laptops
   Video Cards
   Sound Cards
   Ethernet Cards
   CD/DVD Readers/Writers
   Zip Drives
   Printers
   Scanners
   Multifunctional Printers
   
   ANTI-SPYWARE SOFTWARE
   eTrust PestPatrol
   Ad-Aware
   Spybot
   
   SOFTWARE
   Microsoft Office
   Microsoft Word
   Microsoft Encarta
   Microsoft Excel
   Microsoft Power Point
   Microsoft Outlook
   Microsoft Outlook Express
   Microsoft Visio
   Microsoft NetMeeting
   Microsoft Media Player
   Microsoft Works
   Microsoft Internet Explorer
   Adobe Acrobat Reader
   Eudora Mail
   Macromedia Shockwave Player
   Macromedia Flash Player
   Netscape Browser
   Nero Burning
   RealPlayer
   Roxio Easy CD/DVD Creator
   WinFax Pro
   
   ANTI-VIRUS SOFTWARE
   Norton Anti-Virus
   McAfee VirusScan
   Grisoft AVG Professional Single Edition
   Trend Micro PC-cillin
   
   

5. Limitations and Exclusions from TechSupp Service (Out of Scope of Service): Hardware support is limited to troubleshooting and diagnosing problems. Physical replacement of components is not provided.
   
   The following are excluded from support:
   Windows 95 and earlier versions; CD key numbers
   We will not support upgrades from Windows 95 to 98
   Support intervention using the member's real-time (live) data
   Programming (macros, Visual Basic or formulas)
   Registration information
   Actions that are a risk or violation of copyright laws
   Pre-release or beta versions of software
   Shareware or free software
   Network setup or deployment
   BIOS flash
   Support requiring ISP intervention
   Creating, Editing or deleting macros
   Drive compression/ decompression
   Deleting PWL files
   Providing passwords to members
   Windows NT Server, Windows 2000 Server
   Management, usage functionality, Training and answering ‘How To’ questions pertaining to any Software, Hardware, Peripherals and/or Add-ons
   HTML documents and publishing to a web page
   Software-publishing to a web page
   Creating databases
   Working with formulas in any application
   Presentation
   Relational Database Software-create sub-forms, and building relational databases; Internet Browsers-support requiring network
   admin intervention (proxy setting)
   Contact Management
   Software-multi-user setup
   Email Software-managing email over networks,
   Address book setup
   Desktop Publishing Software-Publishing to web pages
   PC Anywhere-protocol intervention
   Additional exclusions may be applicable as determined by TechSupp from time to time.
   
   The following are excluded from Computer/Network support
   Macintosh Operating Systems
   Enterprise server and firewall solutions
   Blocking or opening ports
   CISCO and Red back routers
   Non-functional systems due to hardware defects
   Systems not meeting the following minimum requirements: Windows 98 or later
   Nodes that are connected to the hub but are more than 100 meters from the hub
   Support requiring ISP intervention
   Multi-homed configuration (configured to exist on two different networks)
   Disabling of firewalls
   Networks that are configured with in-house phone lines
   Wireless connectivity is limited to manufacturer specifications
   Wired/ wireless networks troubleshooting involving structural or other types of interference
   Networking issues related to a router or its configuration are not supported
   Printing through a router or print server is not supported.
   
   For Virus Eradication: Member must have one of the Virus Software Applications listed/licensed to receive support. Other Shareware, Freeware and Beta releases of products are not supported. File (Virus! Worm! Trojan) eradication will be limited to methods restricted by the software application. Using third party utilities to eradicate offending files is beyond the scope or OUT OF SCOPE. Manual removal of viruses requires information on the exact name of the virus and/or specific symptoms recognized by the technician and subject to having access to the said file. TechSupp will make commercially reasonable efforts to resolve the problem, but the customer acknowledges that due to the ever changing and malicious nature of viruses. TechSupp may not be able to solve member's particular problem.
   
   Headings: The section headings used herein are for convenience of reference only and do not form a part of these terms and conditions, and no construction or inference shall be derived there from.

6. PRIVACY: While TechSupp will attempt to protect information about User, such as User name and credit card information from inadvertent disclosure, it does not assume any responsibility if such information is disclosed through the Service or the Site due to circumstances beyond TechSupp’s control. User should read TechSupp’s Privacy Policy for more information regarding privacy.

7. DISCLAIMER: THE SERVICES ARE RENDERED BY TECHSUPP or IQR WITHOUT ANY WARRANTY OR REPRESENTATION, WHETHER EXPRESS OR IMPLIED, OF ANY KIND. WITHOUT LIMITING THE GENERALITY OF THE PRECEDING SENTENCE, TECHSUPP DOES NOT WARRANT OR REPRESENT THAT (A) THE SERVICE OR THE SITE WILL BE ERROR FREE, (B) DEFECTS IN THE SERVICES OR THE SITE WILL BE CORRECTED OR (C) THE SITE IS FREE OF VIRUSES OR OTHER HARMFUL COMPUTER CODE.