Remotely Managed Maintenance & Support Terms and Conditions
At Psinergy LLC dba Psinergy Tech (Psinergy TechWarrior St. Paul), a business in the State of Minnesota, we pride ourselves on consistently delivering what we promise and strive to leave our customers happy with our service.
The term ‘Psinergy’ or ‘us’ or ‘we’ refers to Psinergy LLC dba Psinergy Tech (Psinergy TechWarrior St Paul), its affiliates, partners, contractors, or agents. The term ‘you’ refers to you, the user, our client or authorized business representative.
Our Remotely Managed Maintenance & Support Disclaimer
While we take all due care in the use of your computer and abide by our Core Values, we cannot guarantee this service will resolve the IT problem or that the attempt to resolve technical issues will not cause additional problems requiring an onsite or bring-to-us support visit. We are not liable for any consequential damages and it is the client’s responsibility to backup all applications and data prior to the session. Additionally, please close any personal or confidential information on your screen, as the technician will be viewing your computer.
By using this Remotely Managed Maintenance & Support Service you understand that:
- All remote service and software is provided at the customer’s sole risk;
- You are responsible for the backup of your data and applications;
- Psinergy is not liable for consequential damages of any kind;
- Psinergy is not liable for unauthorized access to anybody’s computers;
- Psinergy will not knowingly disclose passwords or IDs to any undisclosed 3rd party.
The ability for Psinergy to remotely access your computer significantly enhances our ability to resolve your technical problem quickly. You understand that, by requesting such assistance, you are providing Psinergy’s Computer Therapists with access to and control of your computer.
In doing so, you could be providing Psinergy’s Computer Therapists with access to files that reside on your computer therefore, you accept responsibility for any changes made to the computer content or system settings.
Psinergy does not assume and is not responsible for any liability for the linking and viewing of any computer content, the operation of the remote access software, or system performance.
Psinergy recommends that, for your security and privacy, you exit any open applications that contain personal or confidential information before initiating a remote support session with Psinergy. Psinergy further recommends that you remain seated at your computer and attentive throughout the entire remote session.
By accepting these terms and conditions, you acknowledge that remote services may in some cases result in data loss and/or software corruption on your computer therefore Psinergy explicitly recommends that you back up the data from your computer before accepting the remote support. If you do not back up your data, you run the possibility of irretrievable loss of such data and Psinergy will not be liable for any data or extra costs incurred from 3rd parties, however caused.
Psinergy uses the software ‘Zoho Assist Unattended Access’, ‘CCleaner Cloud Business’, and/or ‘Avast Antivirus’ to provide remote assistance and technical support. Features of this software include, but are not limited to:
- Easy to use and secure. To access your PC, at least 2 passwords are required – the first one will access the Psinergy Zoho Assist online account and the second is a randomly generated 2-Factor Authentication Code. Additionally, a third password may be required to actually log into the computer (Windows Password);
- Consent-Based access with Session Confirmation before the remote session starts;
- Completely secure data channels with at least AES (256 Bit) session encoding, the same security standard used in HTTPS/SSL technologies ‐ the gold standard in security on the internet;
- Ability to diagnose and resolve problems remotely;
- Allow your computer therapist to view or control your computer;
- Transfer files via direct transfer to or from the computer therapist;
- Zoho Assist Unattended Access will be installed onto your computer so that we can obtain remote access at any time with your permission. If you wish to uninstall the software or turn it off, please contact us and we will explain how to do this.
The Remote Connection
When you have agreed to use our remote service, you will need to initiate a secure connection with one of our computer therapists. To put in a support request, please open a ticket by sending an email to firstname.lastname@example.org, or call us at (612) 234-7237.
In order to create this connection, you will download the software from a link that is emailed to you or the software will already have been installed at your consent.
After use, the software installed can either be removed from your machine or left on for future use in either an activated or deactivated state. This choice is yours and you should indicate to the Psinergy Computer Therapist which option you prefer.
Psinergy reserves the right to refuse to provide service to anyone at any time without notice for any reason. You represent and warrant to us that:
- You are at least 18-years old;
- You have the right, capacity, and authorization necessary to legally bind yourself to the terms;
- You have read and agreed to the Terms and Conditions;
- You comply with all treaties, laws, rules, and regulations applicable to your use of the services;
- Any information you submit to Psinergy is correct and complete;
- Any payment or credit card information you supply is correct; and
- Your computer is malware free and in good working order at the time of subscribing to the membership. If computer is found to not be malware free or not in good working order at the time of subscribing or initial setup, it would need to be cleaned and/or fixed prior to the membership and its benefits becoming effective.
You agree for the funds for the remotely managed support service you have selected to be automatically deducted from your account on or around the same date each month. If payment is declined, our system will automatically retry various times over the next week. If after all retries fail, your membership will be automatically cancelled, and the programs we use to provide remotely managed maintenance and support will be queued for removal. If after cancellation you wish to restart the membership, a new setup fee may apply. Additionally, in the event of cancellation, any and all unused credits are void, and no refunds will be made in the event of unused portions or partial months of the service.
Minimum Membership Term
The minimum membership term is six (6) months. If you cancel prior to 6-months, the remainder will automatically be billed to the payment method on file.
Each month you will receive specified credits to your account towards service. If the credit is listed for per month, it is valid for a 1 month period and do not “roll over” to the next month. Yearly credits are valid for 13-months. For example, for Phone/Remote Support (Quick or In-Depth), these credits are valid for 1 month, and you get new credits for the new month when your membership renews. For the Annual Tune-Up or Virus Removal, each month you receive a 1/12 credit for this service. These credits are valid for 13-months, and when you initially sign up for service, you will receive 12 Credits. If you cancel and re-subscribe within 18-months of cancellation to the service, the 12 Initial Credits are waived. If you cancel and re-subscribe after an 18-month period, you will receive those 12 Initial Credits again.
While we use reasonable security measures to deliver the Services, You understand and acknowledge that no data transmission over the Internet can be guaranteed to be 100% secure and in any event we cannot guarantee that any personal information you submit to us will be free from unauthorized intrusion.
Psinergy LLC will keep any and all information provided to us confidential, unless otherwise required by law.
Services are available during Psinergy’s normal business hours, and tickets are processed in a “first-in, first-served” scenario. To create a ticket, you can email email@example.com with details of what is going on, and your contact information, or call our business line.
Psinergy reserves the right to terminate Your Membership, upon notice, if Psinergy determines, in its sole business judgment, that Your Membership is being used (a) fraudulently, (b) maliciously, (c) by any person other than You, (d) for any Device other than a registered system, (e) unreasonably. In the event that Your Membership is terminated, Psinergy will treat the termination as an at-will cancelation of membership and will not refund to You a pro rata portion of any fees that You have paid for Membership, including the 6-month minimum membership term. Membership may be subject to additional requirements, limitations, and restrictions depending on the subscription level You purchased.
Modifications to the Service
We reserve the right, for any reason, in Psinergy’s sole discretion and without notice to You, to modify, terminate, change, suspend or discontinue any and all aspects of the Services, including Content, Software, features and/or hours of availability, and We will not be liable to You or to any third party for doing so.
If there is a change in pricing structure, we will notify you of such changes 30 days prior to the change. By not canceling before the change goes into effect, you are stating you agree to the new pricing structure.
Termination and Cancellations
PSINERGY RESERVES THE RIGHT TO CEASE PROVIDING THE SERVICES FOR ANY REASON AT ANY TIME. IF YOU BREACH THE TERMS NO REFUND WILL BE PROVIDED. OTHER THAN PROVIDING A REFUND WHEN WE TERMINATE FOR OUR CONVENIENCE, PSINERGY WILL NOT BE LIABLE TO YOU OR ANY THIRD-PARTY FOR TERMINATION OF THE SERVICES FOR ANY REASON. YOU ACKNOWLEDGE AND AGREE THAT UPON TERMINATION PSINERGY MAY IMMEDIATELY DEACTIVATE OR DELETE YOUR USER ACCOUNT WITHIN OUR SYSTEMS AND ALL RELATED INFORMATION AND FILES IN YOUR USER ACCOUNT AND/OR BAR ANY FURTHER ACCESS TO THE SERVICES.
If you wish to cancel your membership with us, you may do so yourself via the self-service portal within our booking and membership system (https://www.psinergytech.com/bookeo/customer) or by emailing us at firstname.lastname@example.org. Cancellation will not be processed over the phone as we require a written statement to cancel service.
Dispute Resolution and Binding Arbitration Provision
If a dispute arises between you and us, the first attempt to resolve it would be to contact us either by phone, or by sending the details of your complaint, including your contact information via our support email box at email@example.com. We will attempt in good faith to resolve all claims submitted this way within fifteen days of receipt. If the resolution is not to your satisfaction, you agree to utilize an unaffiliated neutral third-party at your own cost for arbitration within 25-miles of Psinergy LLC’s office.