Terms and Conditions

These terms for ‘Support Knowhow ’ (this “Agreement”) show a legal agreement between Support Knowhow  & You and its suppliers & licensors. When you use these services, it is considered that you agree with the terms of service provided here and agree that Support Knowhow  will not provide the services without the approval. The services include upgrades, new products, support, product changes and other types of services. You can receive these services only if you have a valid account with Support Knowhow . In order to use our services, you must have an internet connection.

1. Website and Services –

A. Content of Website

Data and content included in our website – entailing information, images, sound, software, graphs, graphics, videos and other material is protected by copyright, patent or other rights.
You may not modify, copy, sell and distribute the content placed on this website.  Logo and other trademarks are completely the property of the website owner and you are not allowed to use them without our permission.

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

This website contains links to third party websites. These website links are made available only for your convenience in order to enable you the access to these websites.
Support Knowhow  does not make any representation about the functionality, quality, accuracy or substance for a specific purpose. If you find a link to a third-party website on our site, then it does not constitute approval, endorsement, sponsorship or responsibility. Support Knowhow  does not warrant about any services or products offered by third-party websites.
Terms and conditions for third-party websites may differ considerably from the legal notices of the Support Knowhow website. You need to review the terms and conditions for third-party sites.

D. Security of site

This website may be used only for lawful purposes. Any activity like tampering with the website, conducting any fraudulent activity on the website is strictly prohibited.
Users cannot violate Support Knowhow  site security, including
(a) Using the data that is not intended for user
(b) Accessing the website for unintended purpose or attempting to change the behaviour of the website
(c) Attempting to search, or test network vulnerability or authentication measures without any authorization
(d) Trying to interfere with the services being provided to any host, user or network, submitting any virus to this site, flooding, overloading, crashing, spamming, mail bombing
(e) Sending unauthorized mails on behalf of Support Knowhow , including advertising of products and services, is prohibited.

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 –

If we fail to resolve any single technical issue in your computer or peripheral, then you will receive 100% money back. You can apply for refund within 30 days of purchasing of the plan.
For applying, you will be required to send an e-mail to us mentioning your name, all the details of the plan purchased and the reason behind asking for refund.

B. Refund

We would not provide you any refund in case of incident services if we have successfully resolved one of your issues.

C. Chargeback

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 –

Support Knowhow  utilizes the public Internet and third party software and services to provide voice and data services. Accordingly, Support Knowhow  cannot guarantee the security of your voice and data communications. Support Knowhow  is committed to respecting your privacy. If you choose to provide personal information, it will only be used in the context of your relationship with Support Knowhow . We will not sell, rent, or lease your personal information to others. Unless required by law, subpoena, court order, warrant or other valid government request, Support Knowhow  will only share the personal information you provide with other Support Knowhow entities and/or business partners that are acting on Support Knowhow ’s behalf to perform the activities described herein and in accordance with the Support Knowhow Privacy Policy. Upon the appropriate request of a government agency, law enforcement agency, court or as otherwise required by law, Support Knowhow  may disclose personally identifiable information.

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.


The services are provided as-is without warranty of any kind. To the maximum extent permitted by applicable law, Support Knowhow  further disclaims all warranties, including without limitation, any implied warranties of merchantability, fitness for a particular purpose, and non-infringement. You assume the entire risk arising out of the use of the services. To the maximum extent permitted by applicable law, in no event shall Support Knowhow  or its suppliers be liable for any direct, consequential, incidental, indirect, special, punitive, or other damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, computer failure, loss of business information, or other pecuniary loss) arising out of this agreement or the use of or inability to use the services even if Support Knowhow  has been advised of the possibility of such damages. Your sole and exclusive remedy for any dispute with Support Knowhow  related to this agreement or the services/content shall be cancellation of the services. In the event a court awards direct damages despite the foregoing, such damages shall not exceed the lesser of $250.00 or the amount you paid to Support Knowhow . Because some states/jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you. Support Knowhow  does not endorse, warrant or guarantee any content provided by or through Support Knowhow .
Severability – If any clause within this Dispute Resolution provision (other than the class action waiver clause identified above) is found to be illegal or unenforceable, that clause will be severed from this Dispute Resolution provision, and the remainder of this Dispute Resolution provision will be given full force and effect. If the class action waiver clause is found to be illegal or unenforceable, the entire Dispute Resolution provision will be unenforceable, and the dispute will be decided by a court.
In the event this entire Dispute Resolution provision is determined to be illegal or unenforceable for any reason, or if a claim is brought in a Dispute that is found by a court to be excluded from the scope of this Dispute Resolution provision, you and Support Knowhow  have each agreed to waive, to the fullest extent allowed by law, any trial by jury.
Exclusions from Arbitration – YOU AND Support Knowhow  AGREE that the following will not be subject to arbitration: (1) any dispute over the validity of any party’s intellectual property rights; and (2) any dispute related to or arising from allegations associated with unauthorized use or receipt of a service.

7. Indemnification

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.

Definitions – The term “Dispute” means any dispute, claim, or controversy between you and Support Knowhow  regarding any aspect of your relationship with Support Knowhow , whether based in contract, statute, regulation, ordinance, tort (including, but not limited to, fraud, misrepresentation, fraudulent inducement, negligence, or any other intentional tort), or any other legal or equitable theory, and includes the validity, enforceability or scope of this Dispute Resolution provision (with the exception of the enforceability of the class action waiver clause provided in this paragraph). “Dispute” is to be given the broadest possible meaning that will be enforced. As used in this Dispute Resolution provision, “Support Knowhow ” means Support Knowhow  Inc., and its parents, subsidiaries and affiliated companies and each of their respective officers, directors, employees and agents.
If there is a conflict between this Dispute Resolution provision and the rules of the arbitration organization chosen, this Dispute Resolution provision shall govern. If the arbitration organization that you select will not enforce this Dispute Resolution provision as written, it cannot serve as the arbitration organization to resolve your dispute with Support Knowhow. If this situation arises, the parties shall agree on a substitute arbitration organization. If the parties are unable to agree, the parties shall mutually petition a court of appropriate jurisdiction to appoint an arbitration organization that will enforce this Dispute Resolution provision as written. If there is a conflict between this Dispute Resolution provision and the rest of this Agreement, this Dispute Resolution provision shall govern.

A single arbitrator will resolve the Dispute – 

You should know that participating in arbitration may result in limited discovery depending on the rules of the arbitration organization that is chosen to resolve the Dispute. The arbitrator will honour claims of privilege recognized by law and will take reasonable steps to protect customer account information and other confidential or proprietary information.
The arbitrator will make any award in writing but need not provide a statement of reasons unless requested by a party. An award rendered by the arbitrator may be entered in any court having jurisdiction over the parties for purposes of enforcement.
Restrictions – You must contact us within three (3) months of the date of the occurrence of the event or facts giving rise to a dispute, or you waive the right to pursue any claim based upon such event, facts, or dispute.
All parties to the arbitration must be individually named. There shall be no right or authority for any claims to be arbitrated or litigated on a class action or consolidated basis or on bases involving claims brought in a purported representative capacity on behalf of the general public (such as a private attorney general), or other persons similarly situated unless the statute under which you are suing provides otherwise.
All parties waive any claim to indirect, consequential, punitive, exemplary, or multiplied damages arising from or out of any dispute with Support Knowhow  unless the statute under which they are suing provides otherwise.

A. Payment of Arbitration Fees and Costs –

The party initiating the arbitration will advance all arbitration filing fees and arbitrator’s costs and expenses. Each party is responsible for all additional costs such party incurs in the arbitration, including, but not limited to, attorneys’ or expert witnesses. If the arbitration proceeding is decided in favour of the party initiating the arbitration, the other party shall reimburse the fees and costs advanced only up to the extent awardable in a judicial proceeding. If the arbitration proceeding is not determined in favour of the party initiating the arbitration, the other party shall not be required to reimburse the other for any of the fees and costs advanced by Support Knowhow. If a party elects to appeal an award to a three-arbitrator panel, the prevailing party in the appeal shall be entitled to recover all reasonable attorneys’ fees and costs incurred in that appeal.
Notwithstanding anything to the contrary in this arbitration provision, Support Knowhow  will pay all fees and costs that it is required by law to pay.

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
You acknowledge and understand that the does not function in the event of a power failure or disruption. Should there be an interruption in the power supply, the Service and will not function until power is restored.
B. Broadband Service / ISP Outage or Termination / Suspension or Termination by Support Knowhow.
You acknowledge and understand that service outages or suspension or termination of service by your broadband provider and/or ISP or by Support Knowhow  will prevent ALL Service.
C. Other Service Outages
You acknowledge and understand that if there is a service outage for any reason, such outage will prevent ALL Service. Such outages may occur for a variety of reasons, including, but not limited to those reasons described elsewhere in this Agreement.
D. Force Majeure
Support Knowhow  is not responsible or liable to you for its failure to perform any of its obligations contributed to by causes or circumstances beyond its reasonable control including, without limitation, Internet outages, communications and cable outages, failure of third party services or products that interface or interact with the Services, labour strikes, lockouts, supply shortages, earthquake, fire, flood, war, act of God, criminal acts (e.g. computer hacking that circumvents reasonable security measures), bankruptcy of merchants or licensees, or any acts of governmental bodies or authorities.

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.





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