Remote Support & Repair Service Agreement
1. Service Description
CombiTronics Remote Support agrees to provide remote technical support and repair services to the customer as described in this agreement. Services may include but are not limited to: software troubleshooting, system optimization, virus removal, data recovery, and general technical assistance.
2. Remote Access
The customer acknowledges that remote support services require granting temporary access to their device(s) through secure remote access software. CombiTronics Remote Support will only access the device with explicit customer permission and for the duration necessary to complete the requested service.
3. Customer Responsibilities
The customer agrees to:
- Provide accurate information about their device and issue
- Ensure their device is connected to the internet during service
- Follow instructions provided by the technician
- Back up important data before service begins
- Be present during the service session when possible
4. Service Limitations
CombiTronics Remote Support cannot guarantee:
- 100% success rate for all repairs
- Recovery of all lost data
- Compatibility with all software or hardware
- Resolution of issues caused by hardware failure
5. Data Privacy & Security
CombiTronics Remote Support commits to:
- Maintain strict confidentiality of customer data
- Use secure, encrypted connections for remote access
- Not access, copy, or store personal files without permission
- Delete any temporary files created during service
6. Payment Terms
Payment is due upon completion of services. Rates will be clearly communicated before service begins. Additional charges may apply for extended service time or additional services requested.
7. Liability
CombiTronics Remote Support's liability is limited to the amount paid for services. The company is not responsible for data loss, hardware damage, or other issues that may occur during or after service provision.
8. Warranty Disclaimers
8.1 Remote Session Liability: CombiTronics Remote Support is not responsible for any items becoming defective during the remote support session. While we take all reasonable precautions, technical issues may arise that are beyond our control.
8.2 Third-Party Hardware Warranty: Items not produced by CombiTronics Remote Support (such as displays, external devices, or third-party components) carry their standard 1-year warranty unless specified differently by the manufacturer or supplier. We do not provide warranty coverage for these items beyond what is offered by their original manufacturers.
8.3 Service Warranty: Our remote support services are provided "as is" and we cannot guarantee that all issues will be resolved or that problems won't reoccur after service completion.
8.4 Shipping Terms:
- Warranty Period: During the 1-year warranty period, shipping costs for warranty repairs are covered by CombiTronics Remote Support.
- Customer Responsibility: Outside of the warranty period, the customer is responsible for all shipping costs and payments related to device transportation.
- Return Shipping: Shipping back devices after repair will only be performed when all applicable shipping costs are paid in full by the customer.
- Payment Requirement: No devices will be shipped back until payment for shipping services is received and confirmed.
9. Agreement Duration
This agreement is valid for the duration of the service session and any follow-up support as agreed upon.