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WiseGuys Support Plan

The terms and conditions set forth below (the “Agreement”) constitute a binding agreement between you (the “Subscriber” or “you”) and WiseGuys Protection Ltd. To receive the Services, you must agree to these terms and conditions.

Definitions

“WiseGuys” or “Us” means WiseGuys Protect Ltd.

“You” or “Your” means the subscriber

“Malware” means any files or programs identified by WiseGuys, in its sole and absolute discretion, as being harmful or dangerous to standard PC operation.

“Services” means WiseGuys Support Services, which are WiseGuys chat and phone based computer optimisation and cleaning services as set forth on the WiseGuys web site. The Services include virus diagnosis, virus removal, PC tune-up, Internet login protection, email account setup, software installation, printer setup, printer support, and general computer trouble shooting services.

PERIOD OF Membership

You can find your membership period under the ‘Payment frequency’ section of your membership certificate.

For Monthly Plans
One calendar month from the Start Date shown on Your membership certificate and thereafter for each consecutive corresponding monthly period for a total period of 12 months.

For Quarterly Plans
One quarter from the Start Date shown on Your membership certificate and thereafter for each consecutive corresponding quarterly period for a total period of 12 months.

For Annual Plans
12 month period from the Start Date shown on Your membership certificate.

Services

The Services are provided only over the phone and internet, and access to the Internet is required to receive such Services. A Broadband Internet connection must be in place in order for WiseGuys to deliver their services. Subscriber is solely responsible for providing a broadband Internet connection and access to its computers. Any interruption or disconnection to the Internet may limit Subscriber’s ability to receive the Services. Subscriber authorises WiseGuys to accept, download, install, and use Software and third party software on its behalf.
Computer & Tech Support
Connect Peripherals Connect assorted peripherals including printers, scanners, phones and cameras to computer.
Upgrade existing computer Upgrade an existing computer and all essential components are up to date with the latest updates.
Home Wireless Network Set up, Configure and troubleshoot a home wireless network configuring routers and testing of peripherals that are part of the network.
Computer & Internet Security
WiseGuys will help you secure your home computer and network against external threats. We will help you set up a security firewall and tweak your browser and email software to improve security.

Limitations

The Services do not cover hardware repair services, lost or expected profits. WiseGuys does not guarantee against the loss of any file, information, or data. Subscriber is solely responsible for backing up and safely storing its data, information, and files. WiseGuys does not guarantee that it will recover lost or corrupted data, lost or deleted work, or lost or damaged personal files.

Force Majeure

WiseGuys is not responsible for any cessation, interruption or delay in the operation of the Services or the performance of its obligations hereunder due to earthquake, flood, fire, storm, natural disaster, act of God, lockout, boycott, riot, explosion, accident, or any other causes whether or not of the same class or kind as those specifically above named, which are not within the reasonable control of a party. WiseGuys is not liable for any failure or delay caused by problems with Internet connections.

Using Your WiseGuys Membership

If You experience any issues with your PC during the Period of your membership, You should call Our helpline on the number below. We will diagnose your problem over the phone and try to resolve any issues using remote access connection
Our helpline can be contacted on 0333 577 1999

CANCELLING YOUR MEMBERSHIP

You may cancel this Membership at any time by calling Us on 0333 577 1999 If You cancel Your Membership within 14 calendar days of receiving it You will receive a full refund of any payments You have paid to Us. If however You have used our service during this period We reserve the right to deduct the cost of that from the refund which is due to You and We will tell You if We are making this deduction.
If You cancel this membership after 14 calendar days of receiving it cancellation will be effective immediately.

For Monthly Memberships
You will not be charged any more Monthly amounts and You will not receive a refund.

For Quarterly Memberships
You will not be charged any more Quarterly amounts and You will not receive a refund.

For Annual Memberships
You will be entitled to a pro-rata return of membership payments for the number of complete unexpired days remaining of Your membership less an administration fee of £15.

TERMINATION
This Plan will automatically terminate if You fail to pay the membership fee due to Us.

GENERAL INFORMATION

Virus & Spyware Removal Identify and Remove Virus and Spyware by Security Experts. Providing full scans, recommending safety measures during on line use, recommending and installing appropriate antivirus and spyware tools. User must have a licensed and valid virus guard installed.
Hard Drive Backup & Recovery Provide Hard drive Backup and Recovery Procedures in event of crashes, accidental deletions through an external device or online service. WiseGuys proves data recovery services but cannot guarantee that any or all data will be recovered. An estimate of the percent of data that can be recovered will be provided.
Browser & E-mail Support Browser and Email Expertise and Support for all leading browsers and email tools, such as Explorer, Firefox, Chrome, Outlook, Gmail and Thunderbird.
Computer Performance & Optimisation Computer Performance and Optimization ensuring that your computer performs up to its full capability including disk and system clean-up with regular maintenance.
Microsoft Support Help Install, upgrade, and troubleshoot Microsoft applications such as Windows XP, Vista, Windows 7, Microsoft Office, etc.;
HP Support Troubleshoot HP computers, printers, and scanners. Configure and personalise settings of your HP Computer, printer, and scanner;

Access

To provide the Services, WiseGuys must access a computer receiving the Services over the Internet. All instructions and steps taken in providing the Services shall be left to the WiseGuys representative’s sole discretion. Prior to receiving the Services, Subscriber must have administrator rights to the computer, it is also recommended that you have a back-up of all data on the computer.

Fair Usage Policy

Subscribers are entitled for unlimited number of telephone and online “technical” support requests during the subscription period. Support sessions are limited to technical support queries only, however WiseGuys support agents may at their sole discretion decide to offer assistance relating to application usage “how to support”.

All Subscribers’ use of the support services are subject to WiseGuys “fair use” policy. Under this policy, if at any time, in WiseGuys’ sole discretion, a subscriber if found to be abusing the service by exceeding the level of use reasonably expected from a Subscription based Plan, then WiseGuys reserves the right to suspend or terminate Subscriber’s Subscription Services. In addition, WiseGuys reserves the right to suspend or terminate any Subscriber that WiseGuys, in its sole discretion, determines are being used (a) fraudulently, (b) by any person other than Subscriber, or (c) for any computer system other than a Registered System.
User may terminate the Service at any time by giving written or electronic notice to WiseGuys; provided, please see cancellations and refunds policy for full details.

The Services are provided only via phone, Internet chat and remote desktop sharing. Services are provided upon you contacting WiseGuys support personnel as explained on the WiseGuys Web site. Subscriber authorises WiseGuys to configure its computers and delete the files that WiseGuys deems unnecessary to a computer’s operation. Subscriber gives WiseGuys express permission to alter the registry of any computer receiving the Services as needed to provide the Services. The Services may require additional software. Subscriber gives WiseGuys express permission to install, configure, and use such software on Subscriber’s computers.

COMPLAINTS PROCEDURE

If You are dissatisfied with the service You are provided with by Us please contact Us using the contact details below quoting Your Membership number.

WiseGuys, Unit D, 4 Terrace Road, Bournemouth, BH2 5NP
Telephone: 0333 577 1999
Email: hello@wiseguys.co.uk

We will acknowledge the complaint within 5 business days of receiving it and will aim to resolve all complaints within 2 weeks.

ALTERATION AND ASSIGNMENT

You are not permitted to assign to another person(s) or change in any way the rights under this Plan without the written consent from Us.

GOVERNING LAW

This Plan, and any dispute concerning its interpretation, is governed by the laws of England and Wales and the jurisdiction of the English Courts will apply. We will communicate in English.