Gattai Digital Remote Support Terms of Service
Version 3.2 - December 2017
A. Work Description And Pricing
I (Client) agree to pay Gattai Digital to repair, analyze and troubleshoot my computer software at a rate of $100 per hour or a flat fee as agreed upon by myself and Gattai Digital. Minimum charge is $100 for a 1 hour service call. If the fix takes less than 30 minutes, a half hour credit will be added to your account to use for your next session. Time will be billed to the nearest half hour after the first hour.
Payment is due prior to the remote service call/workshop.
- Payment of one hour or more may be secured using a credit or debit card using Stripe prior to the support call. You will see this as a charge on your bank statement.
- Gattai Digital does accept checks. All check payments must be pre-approved and clients must notify Gattai Digital upon sending payment. No appointments will be booked without a check or another form of payment. Please send checks to the offices of Gattai Digital at 960 Merkey Rd W, Manistee MI 49660. Make all checks payable to Gattai Digital.
- Billing starts at the time of the appointment. Missed/canceled appointments will be billed one full hour if not canceled within 4 hours.
- Maintenance plan clients MUST have a Credit Card on file with us if on a monthly plan. Clients who are paying Quarterly or Yearly are exempt from this requirement.
Although Gattai Digital will endeavor to conduct all activities in a timely manner, I understand that troubleshooting issues may be a time-consuming process and agree to pay Gattai Digital for troubleshooting time as necessary.
If Gattai Digital is requested to conduct further research on a specific issue, Client will not be billed for research time outside of remote repair sessions.
B. Work Outsourcing and Partners
Gattai Digital reserves the right to recommend another IT company if the troubleshooting requires the assistance of another IT company to complete. Client will contract with the other IT company separately.
C. Program Installations
Gattai Digital will install any free or licensed programs that you grant permission/ask us to install, while we always try to do our best with the installations, some free programs do not work on all computer systems. If we install a free or licenced program for you and you have problems with it, we will uninstall it, but will not give continued free support on the software. Normal billing terms apply.
Gattai Digital will not install or run unlicenced or pirated software on the client's computer. If pirated software is found on the client's computer a technican may remove or report it and suggest a free or licenced replacement for said software. All software run by a Gattai Digital technician is either licenced for commerecial use or free to use for any purpose.
D. Data, Hardware, and Software Loss/Damage Liability
I certify that I will indemnify and hold harmless Gattai Digital for any and all data or software that may be lost or erased, as well as for any consequence of the erasure or loss of that data or software. Although Gattai Digital will take every precaution to preserve all data and software on the computer, I acknowledge that occasionally data loss will occur and/or software operation may be compromised. If I require training in backup methods and procedures, Gattai Digital will provide that training to me at an additional rate of $100 per hour.
I further agree to indemnify and hold harmless Gattai Digital for any and all hardware or software malfunctions or accidents that may occur before, during or after work is performed on Client’s computer, and for any results thereof.
It is important that you backup your data in case of accidental data loss. Gattai Digital offers data backup services bundled with our monthly proactive IT services or as a separate paid service for reactive IT services. It is highly recommended to use these services but it is not required. In the event of data loss Gattai Digital may attempt to use data recovery tools to recover the data for a fee. Gattai Digital cannot guarantee that the data recovery will be successful and is not responisble for any data that cannot be recovered.
E. Virus Removals
I also certify that I will indemnify and hold harmless and will pay for added support to Gattai Digital for any software repairs necessary after a virus has been detected and removed off a computer. Viruses in a computer can cause many problems, we cannot control what or how the virus affected the computer before our removal. We have a 7 day guarantee on our virus/malware removals. If within 7 days you suspect you have an instance returning, please call us immediately. If after 7 days and you have a returned infection, we will discuss what AV products you purchased and decide on the best level of support. There is no guarantee or warranty that a virus will never get through any product either purchased from Gattai Digital or any other brand you buy online or at a store.
F. Right To Refuse Service
Gattai Digital reserves the right to refuse to provide service and refund your payment wholly or in part if any payments have been made or invoiced, on the basis that your technical needs or other requirements are unusual or otherwise outside the scope of the services Gattai Digital normally provides. The services provided by Gattai Digital are reasonably determined by and at the sole discretion of Gattai Digital.
G. Client Presence
While you don't have to watch while a Gattai Digital technician works on your computer. Gattai Digital does require that you are available to contact in case the remote support session fails and to notify you that the session is completed. The technician will contact you by phone, email, or remote support chat during the session. If you are not reachable in the event of session failure, you will need to contact Gattai Digital to continue the session. If we have not heard from you in 5 days from the time the Remote Support session was initiated, we will consider the support ticket as closed and you will be charged for the support session as if the issue was resolved.
H. Minimum System Requirements
- A computer that was built in the last 10 years
- A stable Cable, DSL, WISP, or 3G/4G cellular connection (if you are using a MiFi/hotspot/pocket router, please make sure the device is close to the computer you are trying to get remote support for)
- Windows 7/8/8.1/10 and later, Ubuntu 14.04 LTS and later including variants, or Mac OS X and later.
- Gattai Digital will NOT provide support for Windows Vista/XP or earlier computers due to their loss of support from Microsoft. Gattai Digital will NOT be held responsible for any viruses or software issues due to the lack of Windows Updates and support from any company.
Any private information stored on your computer or viewed by our computer repair technicians during a remote support call will be held confidential unless required by law. Due to the requirements of the repair, if approved by you, the client, we will back up your data to insure it’s integrity. This is done to ensure that a customer has all the files they need when a computer is returned after a restore. During a remote support call, the data can be backed up to the clients computer(s) or external hard drive. If you elect to purchase our cloud backup service we will encrypt and backup your data to Google's cloud servers. If requested, we will destroy any copies of your data immediately after the repair is complete. If requested, we will hold your data for 30 days. Any private or personal information provided to Gattai Digital will be kept confidential.