Terms of SupportMinds Service

By registering with SupportMinds, you have read and accepted the Terms and Conditions covering the SupportMinds service. SupportMinds may, at its own discretion and without prior notice, make changes to the Terms and Conditions. SupportMinds will inform you of any changes and if you decide to continue using the SupportMinds service, you have to indicate your acceptance of the new set of Terms and Conditions of Usage.

Description of the SupportMinds Service

SupportMinds provides remote support for specific computers, peripherals, software and any other computer-related products described in the section titled “Products Supported” found later in this document. SupportMinds charges customers a recurring monthly fee which is payable monthly or annually, at the customer’s discretion.

SupportMinds customers obtain technical support from SupportMinds Technical Support Engineers (TSEs) by contacting them via the phone or the dashboard. SupportMinds only offers remote technical support. Onsite service is not included in the SupportMinds offering.

SupportMinds offers its customers the option of Remote Computer Control, where a TSE can, with the customer’s permission, take over the customer’s computer from the TSE’s remote location. By accepting these Terms and Conditions of Usage, customer acknowledges that they are aware that they will, on occasion, be offered the Remote Computer Control option. SupportMinds TSEs are not allowed to use Remote Computer Control without the explicit consent of the customer.

SupportMinds will use reasonable effort to provide the customer with technical support, for as long as the customer’s account is current and not in arrears. SupportMinds reserves the right to refuse service to anyone.

SupportMinds Customer License

By subscribing to the SupportMinds service, you agree to be bound by the SupportMinds License. The SupportMinds license normally covers all computers (personal computers, laptops) in the network - identified at the time of registration, Cable/DSL routers, gateways, printers and access points. It is mandatory that the customer run the SupportMinds SupportMap tool at the time of subscription. Support will be available for only all PCs and connected devices identified by the SupportMap. The customer must notify SupportMinds of any additions to his network. If the SupportMap has not been installed during subscription, it will be done at the time of the first support call made to SupportMinds and the network map would be uploaded to the Supportminds Case management system.

Bundled Products/Services from Third Parties

SupportMinds provides products and services from third parties as part of its SupportMinds service. These third party products and services are covered by their respective publishers/owners. SupportMinds does not guarantee the usability or merchantability of such services. Customer acknowledges that SupportMinds is providing them as a potential benefit to the customer.

Resolution on a Best effort Basis

SupportMinds will use reasonable effort to resolve the customer’s problem. However, the complexity of technology will inevitably result in SupportMinds being unable to resolve certain customer problems. Customer acknowledges that they are aware of this limitation and by subscribing to the SupportMinds service have indicated acceptance of the No Assurance of Problem Resolution section of the SupportMinds Terms and Conditions of Usage.

Notwithstanding such limitation, SupportMinds does not guarantee problem resolution to any customer problem. SupportMinds will only exercise reasonable effort to resolve said customer’s technical problem.

User Responsibility

Account, Password, and Security: To subscribe to any of the SupportMinds packages, the customer must complete the Registration Process by providing current, complete and accurate information as prompted by and required under the applicable Registration Form. The customer who registers and subscribes to the SupportMinds SMB package will be considered the administrator of the account for all purposes. The administrator of the account must register with his company e-mail id and choose a password of his choice. The administrator must identify one user and a maximum of 2 new users to provide full access to his account. The administrator’s associates can avail of SupportMinds services by registering themselves as Users of the account by providing the SMB code at the time of registration.

Only the administrator will enjoy all rights and privileges associated with his account. All additional users will have limited privileges and will have access only to their support tickets.

The customer is solely and entirely responsible for maintaining the confidentiality of his password, account and SMB code. Furthermore, the customer is solely and entirely responsible for any and all activities that occur under his account. The customer agrees to notify SupportMinds immediately of any unauthorized use of his account or any other breach of security. SupportMinds will not be liable for any loss that the customer may incur as a result of someone else using his password or account, either with or without his knowledge. However, the customer could be held liable for losses incurred by SupportMinds or another party due to someone else using his account or password. The customer may not use anyone else's account at any time, without the permission of the account holder. The customer must also notify SupportMinds of any changes that are made to the primary contact information or billing contact information at any point of time.

Exclusions From "Services" - "Services" shall not include the following:

• Any PC or network device not covered at the time of registration and subscription.
• Service beyond the duration limitations identified in your Package.
• Problem diagnosis and support that may not be completed because of a problem with your computer or other equipment, or their configuration that is beyond our control;
• Software, including the operating system and software added to the registered hardware products which are out of scope for the Service Plan.
• Problems caused due to faulty hardware.
• Non Compliance with the SupportMinds technician instructions for resolving the query.

Products Supported

SupportMinds provides technical support for popular computers, peripherals, and software. Specific products supported are described on the SupportMinds website, www.supportminds.com, and are subject to change. Customer acknowledges that due to the rapidly changing nature of technology, SupportMinds cannot be held responsible for supporting every computer-related product in the market. SupportMinds will clearly indicate which products or product lines are supported on its web site. SupportMinds can, at its own sole discretion, decide to provide technical support for a product not listed on the web site.
In this case, SupportMinds warrants support only for the specific problem instance and does not warrant that it will continue to support such unlisted product beyond the single specific instance described above.

SupportMinds will handle only Windows OS installations. Hardware installation for any product is not included in the SupportMinds offering. SupportMinds is not responsible for any bugs / errors resulting from Windows Updates. SupportMinds Remote Assistance feature would be available to the customer only if the customer’s PC is connected to the internet. SupportMinds does not warrant that Remote Assistance would necessarily end in a resolution.

All software that needs to be installed on the customer’s PC would have to be provided by the Administrator of the account. Removal of virus, spyware and adware will be done only with the software provided by the  Administrator of the account.

Disclaimer

SupportMinds does not warrant that the service is free of errors or mistakes. SupportMinds does not warrant or represent that defects or limitations in the service will be corrected. Nor does SupportMinds warrant or represent that the service shall be available continuously. Certain extenuating circumstances may cause the service to be interrupted. SupportMinds provides no remedies for such service interruptions. In addition, SupportMinds provides no remedies for any loss of data resulting from use of the service.

The customer hereby acknowledges that circumstances outside of SupportMinds reasonable control (e.g., acts of God, a large scale outbreak of a new computer virus, fires, floods, vandalism, sabotage, acts of third parties, or the like) may cause significant delays in SupportMinds ability to schedule a support session. You hereby release SupportMinds from any and all liability, and agree that SupportMinds shall not be liable to you or any third party for any direct or indirect damages whatsoever, resulting from such delays. SupportMinds may, at any time, without notice or liability, restrict the use of the Service or limit its time of availability in order to perform maintenance activities. By subscribing to the service, customer acknowledges that they accept these disclaimers.

Limitation of Liability

No director, officer, or employee of SupportMinds shall be held liable for any direct, indirect, or consequential damages resulting from use of the service. Customer agrees to indemnify, hold harmless, and release SupportMinds from any damages, attorney’s fees, and costs resulting from use of the service

Ownership rights

SupportMinds owns all rights to the Service and associated material, including the SupportMinds web site. Any unauthorized use of SupportMinds property is a violation of SupportMinds intellectual property rights.

Governing Law; Consent to Jurisdiction

These Terms and Conditions of Usage are covered by the laws of the State of California. Any litigation arising from the use of the SupportMinds service shall be litigated in the courts of San Jose, California.

Privacy Policy

SupportMinds has a strict privacy policy with respect to our customer’s personal data. Any customer data is kept in strict confidence by SupportMinds, and is not disclosed to any third party without the consent of the customer. 

Termination or Suspension of Service

A customer’s breach of the Terms and Conditions of Usage shall result in the termination or suspension of their subscription and associated service. SupportMinds shall exercise its right to terminate or suspend service solely at its own discretion, without consulting the customer. SupportMinds shall incur no liability resulting from terminating or suspending service upon breach by a customer.

SupportMinds Refunds Policy

SupportMinds offers a refund of a maximum of 75 % of the subscription value, if the offer has not been used. If the offer has been used, an amount proportionate to the usage will be deducted and a refund for the balance amount will be made within 21 days of receiving the request for unsubscribing.

To request for un-subscription, please e-mail your requests to refund@supportminds.com A customer service representative will get back to you to discuss discrepancies if any.

The account will become inactive once the request for unsubscribing is received.

Refund will be credited to the credit card account used at the time of subscribing.

Refund Policy is subject to change and the latest policy in vogue will be applicable.