Terms of Service

TERMS AND CONDITIONS

REMOTE PHONE SUPPORT
(a) Services:
SMB Advantage Group will attempt problem diagnosis and a solution over the telephone for an applicable fee. In certain cases, however, problem diagnosis and support may not be completed because of a problem with your computer or its configuration that is beyond our control.

(b) User Responsibility: You understand and agree that prior to contacting or allowing SMB Advantage Group to perform diagnostic repair on your computer, it is your responsibility to back-up the data, software, information or other files stored on your computer disks and/or drives. You acknowledge and agree that SMB Advantage Group shall not be responsible under any circumstance for any loss or corruption of data and/or software.

ON SITE SERVICE
(a) Scheduling: Standard service hours are Monday-Friday, 9 AM – 7 PM. Additional charges may apply for emergency response services or service outside of standard service hours.

(b) BACKUP YOUR SOFTWARE AND DATA: IT IS YOUR RESPONSIBILITY TO BACK UP ALL SOFTWARE AND DATA THAT IS STORED ON YOUR COMPUTER’S HARD DISK DRIVE(S) AND/OR ON ANY OTHER STORAGE DEVICES YOU MAY HAVE PRIOR TO THE ARRIVAL OF THE SMB ADVANTAGE GROUP TECHNICIAN TO YOUR HOME OR BUSINESS. SMB ADVANTAGE GROUP SHALL NOT BE RESPONSIBLE AT ANY TIME FOR ANY LOSS, ALTERATION OR CORRUPTION OF ANY SOFTWARE, DATA OR FILES.

(c) PARTIAL COMPLETION: SMB Advantage Group may have to contact third party software or hardware vendors in order to solve your technical problem. If your technical problem requires more than one visit, payment is required at the end of each visit.

TERMS APPLICABLE TO PAY FOR SUPPORT AND IN-HOME SERVICES:

PAYMENT: Payment is required at time of service. All appointments require a credit card for reservation. Payment will be processed via credit card on file unless alternate payment method has been arranged. Failure to pay on time with alternative payment will result in processing card on file for remaining balance. By accepting an appointment, you authorize SMB Advantage Group to charge your credit card to collect payment until account has a zero balance.

Any customer with an overdue account will not be able to schedule an appointment unless the account is brought up to date.

LIMITATIONS TO SERVICE: SMB ADVANTAGE GROUP RESERVES THE RIGHT TO DECLINE PROVIDING ANY OR ALL SERVICES ORDERED AND INSTEAD REFUND THE CUSTOMER’S PAYMENT, WHOLLY OR IN PART, ON THE BASIS THAT THE MINIMUM SYSTEM REQUIREMENTS ARE NOT MET OR THE TECHNICAL NEEDS (INCLUDING WIRING OR OVERCOMING PHYSICAL OR TECHNICAL BARRIERS) OR OTHER REQUIREMENTS OF THE CUSTOMER ARE UNUSUAL OR EXTENSIVE AND BEYOND THE SCOPE OF THIS SERVICE AGREEMENT AS REASONABLY DETERMINED BY SMB ADVANTAGE GROUP.

FORCE MAJEURE: If CompUcoach’s ability to render services is impaired by you or circumstances beyond the control of CompUcoach, CompUcoach may choose not to provide services.

LIMITATION OF REMEDY: UNDER NO CIRCUMSTANCES SHALL SMB ADVANTAGE GROUP BE LIABLE TO YOU OR ANY OTHER PERSON FOR ANY DAMAGES, INCLUDING WITHOUT LIMITATION, ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, EXPENSES, COSTS, PROFITS, LOST SAVINGS OR EARNINGS, LOST OR CORRUPTED DATA, OR OTHER LIABILITY ARISING OUT OF, OR RELATED TO, THE SERVICES PROVIDED BY SMB ADVANTAGE GROUP OR OUT OF THE INSTALLATION, DEINSTALLATION, USE OF, OR INABILITY TO USE YOUR COMPUTER EQUIPMENT, HARDWARE, PERIPHERALS, OR THE NETWORK RESULTING FROM THE SERVICES PROVIDED HEREUNDER.

RELEASE OF LIABILITY: YOU AFFIRMATIVELY RELEASE AND HOLD HARMLESS SMB ADVANTAGE GROUP FROM AND AGAINST ANY LOSS, LIABILITY, OR DAMAGE THAT YOU OR THE OWNER OR LESSEE MAY SUFFER, INCLUDING BUT NOT LIMITED TO ANY LOSS OF ANY DATA AND THE NON-FUNCTIONING OF ANY COMPONENT OR ELEMENT OF YOUR COMPUTER EQUIPMENT OR PERIPHERALS RESULTING FROM COMPUOACH, REGARDLESS OF THE WARRANTIES, DISCLAIMERS AND WAIVERS PARTICULAR SERVICE AND SHALL CONSTITUTE LIQUIDATED DAMAGES AND ARE A REASONABLE ESTIMATE OF DAMAGES TO YOU.

CHANGES AND CANCELLATIONS

You may cancel your order if you give SMB Advantage Group at least 4 hours notice prior to the scheduled performance of services. Cancellations must be completed by calling (630) 516-1207.

REFUNDS

Service charges and diagnostic fees are non-refundable. Unopened hardware and software can be returned within 14 days of purchased. Opened hardware and software are not refundable.

CLOSED ACCOUNTS AND DOCUMENTATION
All proprietary documentation for business clients will be returned per written notice when all invoices are paid in full.

If you are not satisfied with your service: Please call us at (630) 516-1207 for resolution. We stand behind our Remote/Phone Support services for 5 days*. We stand behind our Onsite support service for 30 days*. If there is a problem with the service we provided and you notify us within the stated time period, we will work to remedy your problem quickly and at no additional cost.

*Excludes all virus and spyware services and On Your Behalf Services.
©1999-2016 SMB Advantage Group, Inc..  All Rights Reserved Terms of Service – Updated May 2016