1. Website and Services –
A. Content of Website
B. Downloading of Content
You are not allowed to download the content that is displayed on this web site for any commercial or personal use.
C. Third-party links & content
D. Security of site
E. Incident Services
Support Knowhow offers incident services, which enables you to access our technical support team 24/7 for any incident specified in the contract. A single occurrence of defect is calculated as an incident reported by you. Once you purchase a service you can get support for any no. of devices for which you have purchased the support, with every device you will get the support for two peripherals. These peripherals include fax machine, smart phones, digital camera, network switch, printer and a gaming console etc. No other peripheral would be supported by us unless you request. In this duration, you can contact our technicians anytime for troubleshooting technical issues with your computer system or peripherals included in the plan.
F. Mode of Support
Support for all technical issues will be given through online remote sessions by our technical support team. They will take control of your system after getting permission for establishing the connection. Support Knowhow will not be responsible if any data is lost during the session. In case if your computer system is not getting connected to internet then we will provide you with directions on fixing your computer orally. We will not rectify your computer by visiting your home.
G. Software Covered
Popular software used by a user are covered under the service of technical support, this includes almost all Windows OS such as Microsoft Windows Vista, Microsoft Windows 7, Microsoft Windows 2000, XP and different versions of MS Office like 2007, 2010, XP, 2003, 2000, MS Word, Excel, Outlook, Microsoft Power Point are covered. All web browsers like IE, Firefox, Chrome etc. are also covered under the agreement.
H. Hardware & Peripherals
You agree that no hardware issues will be covered under this agreement. If any such issue is reported then it would be only your responsibility to get it rectified at your expense. Support Knowhow does not provide any warranty for any hardware issue seen in your peripherals.
I. Virus and Data Loss
You agree to compensate Support Knowhow for any data loss that occurs because of malware or virus in your computer system. Our technical experts will do their best to remove Trojans, virus, adware, malware and other malicious applications from your system. Taking backup of the system would be your responsibility. If any data loss occurs during the operation, Support Knowhow will not be responsible.
J. Resolution Time
Support Knowhow will make every endeavour to resolve your technical issues as timely as possible. We will not be responsible if any technical issue is because of the manufacturing defect in your hardware.
K. Notices from Support Knowhow
We may provide you notice either by emails, written documents under this agreement.
2. Money Back Guarantee & Refund Policy –
A. 30 Days Money Back Guarantee –
We would not provide you any refund in case of incident services if we have successfully resolved one of your issues.
If you have used our services and you still file a chargeback then you will not be eligible to get a refund from us.
3. Service Use Restrictions
A. Compliance with Laws –
By using our services, you agree that you will use these services only in a manner that does not violate the applicable laws. Support Knowhow may provide you with guidelines regarding compliance with applicable regulations; however, you are solely responsible for ensuring that your use of the Services is in compliance with such regulations. You may only use the services for your own use.
B. Fair Use –
You agree that you will not use the Services in ways that violate laws, infringe the rights of others, or interfere with the users, services, or equipment of the Services. You agree and represent that you are purchasing the Services and/or the equipment for your own internal use only, and shall not resell, transfer or make a charge for the Services or the equipment without the advance express written permission of Support Knowhow . You agree that you shall use the service for only the number of devices earmarked for service under this agreement.
4. Personal Information and Privacy
5. E-mail Notification
To let you know what new Services are available from time to time, Support Knowhow may send you and your employees emails describing the latest Services, how to access the Services and changes to the Services. You agree that as a Service user, Support Knowhow may send you such emails to the addresses you provide. Because these emails are necessary for you to receive the Services, you will receive these emails even if you have opted out of receiving other email from Support Knowhow. If you do not want to receive these emails, you may cancel the Service at any time as provided in this Agreement.
6. DISCLAIMER OF WARRANTY & LIMITATION OF LIABILITY
You agree to hold harmless, indemnify and defend Support Knowhow , its officers, directors and employees, from and against any losses, damages, fines and expenses (including attorneys’ fees and costs) arising out of or relating to any claim that you have violated any term of this Agreement, including, without limitation.
8. No Assignment
This Agreement is personal to you (or the company which you represent), and may not be assigned withoutSupport Knowhow ’s express written consent. If you are agreeing on behalf of a company, you represent that you are authorized to bind the company under this Agreement.
9. Other Important Provisions
A. Dispute Resolution.
Purpose – If you have a Dispute (as defined below) with Support Knowhow that cannot be resolved through an informal dispute resolution with Support Knowhow , you or Support Knowhow may elect to arbitrate that Dispute in accordance with the terms of this Dispute Resolution provision rather than litigate the Dispute in court. Arbitration means you will have a fair hearing before a neutral arbitrator instead of in a court by a judge or jury.
A single arbitrator will resolve the Dispute –
A. Payment of Arbitration Fees and Costs –
B. Complete Agreement –
This Agreement shall constitute the complete and exclusive agreement between us, notwithstanding any variance with any purchase order or other written instrument submitted by you, whether formally rejected by Support Knowhow or not. The acceptance of any purchase order is expressly made conditional on your consent to the terms set forth herein and any additional terms in your purchase order or similar document shall be null and void. The terms and conditions contained in this Agreement may not be modified by you except in a writing duly signed by you and an authorized representative of Support Knowhow . If any provision of this Agreement is held to be unenforceable for any reason, such provision shall be reformed only to the extent necessary to make it enforceable, and such decision shall not affect the enforceability of such provision under other circumstances, or of the remaining provisions hereof under all circumstances. This Agreement will not be governed by the United Nations Convention of Contracts for the International Sale of Goods, the application of which is hereby expressly excluded. Support Knowhow is not liable for editorial, pictorial, or typographical errors in this communication.
C. Equipment –
You may be required to purchase telecom equipment in order to utilize the Services. Procuring and maintaining that equipment is your sole responsibility. Support Knowhow may, at your request, facilitate the provision of equipment from a third party supplier or resell certain equipment. While we suggest and resell some equipment brands and facilitate your purchase of some equipment as an accommodation, the original equipment manufacturer and not Support Knowhow shall be responsible for any equipment defects, if applicable. Support Knowhow will pass through all original equipment manufacturer warranties for the equipment to you. Support Knowhow shall have no liability to you of any nature regarding such equipment. Please check the equipment provider’s website for warranty, return rules and other terms and conditions applicable to such third party equipment supplier. Equipment may not be returned to Support Knowhow for any reason. ALL EQUIPMENT SALES ARE FINAL. Equipment may be returned to the manufacturer solely in the event of a defect which arises within the applicable warranty period, provided you comply with the terms of this Section and the manufacturer’s Return Materials Authorization (“RMA”) policy. Prior to returning the equipment, you must contact Support Knowhow so that Support Knowhow may determine whether a defect exists and to receive an RMA number, which is required along with the return. You must ship the equipment to the manufacturer at the address provided by Support Knowhow in accordance with all RMA procedures. You have 10 days after receipt of an RMA to ship the equipment back to the manufacturer at the address we provide. You must pay all shipping fees. Once the manufacturer has received the equipment, the original equipment manufacturer will deal with the equipment under its applicable warranty policy.
10. Service Outage
A. Power Failure or Disruption
C. Other Service Outages
D. Force Majeure
11. Consent to Use Of Electronic Signatures And Records
As a convenience and courtesy to you, Support Knowhow provides access to its Services online which may require you to enter into agreements or receive notices electronically. Accordingly, you acknowledge and agree that by clicking “I Agree” or “I Accept” anywhere on a Support Knowhow website:
A. You agree to conduct electronically the particular transaction into which you thereby enter including, without limitation, entering into this Agreement;
B. You have read and understand the electronic copy of electronic contracts, notices and records, including, without limitation, this Agreement, and any policies and any amendments hereto or thereto;
C. You agree to, and intend to be bound by, the terms of the particular transaction into which you thereby enter;
D. You are capable of printing or storing a copy of electronic records of transactions into which you enter including, without limitation, this Agreement and any amendments hereto; and,
E. You agree to receive electronically information about the Services and other electronic records into which you thereby enter including, without limitation, this agreement.