General Terms of Service for All Services
“Tech to Us” is a division of Commprise, Inc
Definition of terms used in this document
“Service” or “services” refers to the technical assistance, and/or the process of providing technical assistance, that Tech to Us offers and any options therein.
“Customer” is any individual or individuals who willingly choose to utilize one or more services offered by Tech to Us or is any individual or individuals who willingly contact a representative of Tech to Us. Methods of contact include, but are not limited to, telephone, email, and internet chat. Communication of a Tech to Us representative with a “customer” does not imply that any services have been rendered.
“Customer” also describes any individual or individuals utilizing one or more services offered by Tech to Us, but who has a “customer” contact Tech to Us to represent them.
“Utilization” or “utilize” is the action of a customer willingly receiving one or more of the services offered by Tech to Us.
“Technology” refers to any desktop computer, portable computer (laptop), tablet, or smartphone. Desktop computers typically have a monitor (screen), mouse and keyboard attached to them. Laptops are all-inclusive and can also be referred to as a “computer”. Tablets and smartphones are typically mobile devices with a touchscreen running a specific mobile operating system such as, but not limited to, iOS and Android. The term also refers to devices including but not limited to, networking equipment such as routers both wireless and non-wireless, consumer electronics such as televisions, Blu-ray players, and video streaming devices.
“Computer peripherals” or “peripherals” are any device that attaches to a computer. Examples include, but are not limited to, printers, scanners, speakers, microphones, cameras, and external storage devices (external hard drives, tape drives, USB drives, etc.).
“Software” is any program that can be placed, installed, and/or used on a computer, mobile phone, or tablet device.
Acceptance of policy
Upon utilization of one or more of the services offered by Tech to Us, the customer automatically accepts all the terms and policies detailed in this document. The customer bears the right to reject one or more of the terms and policies described in this document. If a customer rejects the terms and policies described in this document, Tech to Us reserves the right to refuse service to that customer.
Modification of terms and policies
Tech to Us bears the right to modify any information in this document at any time. Tech to Us is not obligated to provide prior warning, or post notification, to any individual or individuals of modifications to this document.
Types of services available
All options refer to Tech to Us home or consumer service options, as well as Tech to Us business service options.
“Monthly Unlimited Support Plan” – a customer pays an upfront fee for technical assistance, followed by an ongoing monthly charge (recurring payment) for continued support for one or more technology devices or computer peripherals in which they maintain ownership of, in their home. The “unlimited” feature allows household members to contact Tech to Us as many times as needed as long as the plan remains active. This option is billed ongoing for 1 month at a time and will automatically recur unless a cancellation of services is initiated. Re-occurrence of the same technical issue will be covered as long as the customer is active (current on payment, both for the initial rate and/or monthly ongoing cost) and for a period of 10 days from the original date of resolution if the account is no longer current and/or active. Any subsequent issues beyond the period of inactivity and non-payment that require additional assistance by Tech to Us will be subject to additional fees; this is regardless of how similar in nature the subsequent issue(s) is/are.
“Yearly Unlimited Support Plan” – a customer pays an upfront fee for technical assistance, followed by an ongoing yearly charge (recurring payment) for continued support for one or more technology devices or computer peripherals in which they maintain ownership of, in their home. The “unlimited” feature allows household members to contact Tech to Us as many times as needed as long as the plan remains active. This option is billed for 1 year at a time and will automatically recur unless a cancellation of services is initiated. Re-occurrence of the same technical issue will be covered as long as the customer is active (current on payment, both for the initial rate and/or monthly ongoing cost) and for a period of 10 days from the original date of resolution if the account is no longer current and/or active. Any subsequent issues beyond the period of inactivity and non-payment that require additional assistance by Tech to Us will be subject to additional fees; this is regardless of how similar in nature the subsequent issue(s) is/are.
“Bussiness Unlimited Support Plan” – a customer pays an upfront fee for technical assistance, followed by an ongoing monthly charge (recurring payment) for continued support for one or more technology devices or computer peripherals in which they maintain ownership of, for their business. The “unlimited” feature allows the customer or their employee to contact Tech to Us as many times as needed as long as the plan remains active for covered devices. This option is billed ongoing for 1 month at a time and will automatically recur unless a cancellation of services is initiated. Re-occurrence of the same technical issue will be covered as long as the customer is active (current on payment, both for the initial rate and/or monthly ongoing cost) and for a period of 10 days from the original date of resolution if the account is no longer current and/or active. Any subsequent issues beyond the period of inactivity and non-payment that require additional assistance by Tech to Us will be subject to additional fees; this is regardless of how similar in nature the subsequent issue(s) is/are.
“Data Backup” – certain Tech to Us plans include cloud data backup services which include continued data backup services as long as the plan remains active, which includes support for all data backup service-related issues or questions. Tech to Us may utilize 3rd party software and services to provide the data backup capability. Support is typically handled exclusively by Tech to Us representatives.
“Software” – certain Tech to Us plans include software such as anti-virus/anti-malware software, privacy software, and password management for as long as the plan remains active, which includes support for all software service-related issues or questions. Tech to Us may utilize 3rd party software and services to provide the software. Support is typically handled exclusively by Tech to Us representatives.
The amount that the customer is going to be charged relies upon which service option or options they choose to utilize.
When a customer agrees to utilize one or more Tech to Us services, it is the customer’s obligation to provide payment prior to the service being initiated. The customer bears the right to refuse payment for the services, but Tech to Us then bears the right to refuse service to that individual or individuals.
Credit Card & Debit Card Use
Tech to Us accepts all cards that have either a Visa, MasterCard, American Express, or Discover card logo on them.
Any customer providing credit card or debit card information over the phone must be at least 18 years of age. If the customer does not have a credit card or debit card, the individual whose credit card or debit card they will use must be present at the time of the call. Otherwise, Tech to Us bears the right to refuse service to the customer.
If any or all of the customer’s credit/debit cards fail authorization, Tech to Us bears the right to refuse services to that customer.
Tech to Us may utilize “AVS”, or “Address Verification Service”, in addition to the standard credit/debit card approval methods. This supplies an additional layer of security. Customers may be denied service based on the failure of the AVS check.
Tech to Us may securely store credit/debit card data for billing purposes. This information is stored on a 3rd party secure payment gateway and Tech to Us does not have access to any complete card numbers.
Tech to Us maintains the highest level of security compliance and is verified “PCI DSS Compliant“.
Tech to Us may utilize services such as continuous authority which allows Tech to Us and it’s payment processors to continue charging a credit card, even after its original expiration date has passed. In those situations, Tech to Us and it’s payment processors are able to submit an updated expiration date for expired cards. Most issuing banks will accept the updated expiration date on recurring transactions.
Additionally, most banks support new features such as “Account Updater” which will allow Tech to Us and it’s credit card processors to get updated card information, including new, updated card numbers and expiration dates.
Simply letting your card expire or having your old card number canceled and reissued does not count as a cancellation of services. If you wish to cancel services, you must inform Tech to Us so that your account can be properly canceled to avoid future charges to your card.
Customer shall pay any applicable taxes that may be levied on the Tech to Us Services, and any associated services performed or products provided by Tech to Us, including without limitation, sales, use, non-resident, value-added, excise, and similar taxes, but excluding taxes levied or imposed upon the income or business privileges of Tech to Us. To the extent Tech to Us is required to collect and remit any customer tax, Tech to Us shall invoice customer, as a separate line item, the amount of any such tax.
Tech to Us supports computers, computer-related devices, mobile phones (such as smartphones), tablets, software, and most consumer electronics. Computer-related devices typically are referred to as “peripherals” as mentioned above. But support expands to “any technology that assists a computer or other technology device in performing one or more functions”. This includes, but is not limited to, support for issues such as viruses and malware, routers and modems, and assistance with software packages such as Antivirus software. As new technology arises, it is left to the discretion of Tech to Us if any other technologies will be added to the scope of support. Tech to Us reserves the right to decline service for any issue, device, product, or item for any reason at our discretion.
Responsibilities of Tech to Us
Tech to Us will make all reasonable attempts to timely and accurately resolve issues. No time guarantees are provided for the resolution of any issue, however, Tech to Us will work toward the timely resolution of all issues.
Tech to Us may distribute workload as it sees fit. No guarantees are made in regard to the assignment of any staff members to a customer in general or during the handling of any specific customer issue. Tech to Us will make a best effort to timely and effectively deal with third-party vendors when acting as a liaison; however, Tech to Us bears no responsibility with the process or outcome in such dealings. Tech to Us is not responsible for outages or downtime for any tools, utilities, or services require to perform services.
It is the responsibility of Tech to Us to provide customers with competent and timely solutions to their technology problem(s). Tech to Us representatives strive to provide excellent service. If the technician cannot resolve the issue via a remote connection, the technician is required to instruct the customer as to what needs to be done to resolve the issue.
Tech to Us does not guarantee resolution times and time of resolution is not a factor impacting our money-back guarantee.
Onsite services are not included in any Tech to Us plans and is not a service Tech to Us currently offers.
Tech to Us services are in no way a warranty. Replacement of items such as hardware, components, and accessories are not covered.
Tech to Us is not responsible for obtaining or paying for, any software (aside from what is included in the customer’s Tech to Us plan), including, but not limited to, operating systems, software applications, and drivers.
The customer is expected to provide the sales agent, support technician, or any other Tech to Us representative, with any information requested to the best of the customer’s ability and knowledge. Withholding important information for any reason, including for the purpose of invoking the money-back guarantee, is prohibited.
The customer is expected to understand basic instructions that the technician provides to them over the phone (moving the mouse, mouse-clicking, locating power buttons on devices, etc.).
The customer is also responsible for seeing the support process through to its completion.
Phone Calls and Other Communication May Be Record
Customer consents to all telephone calls, inbound to Tech to Us from the customer or outbound from Tech to Us to the customer, their employees, assistants, etc. may be recorded. Additionally, for quality assurance or training purposes, Tech to Us may record remote screen sharing sessions at any time. Telephone calls or other communications and screen sharing sessions are stored securely on servers controlled by Tech to Us and/or a qualified third-party vendor or provider. Such information is never sold to any third-party.
Customer agrees to indemnify, defend, and hold harmless Tech to Us and its employees from and against any claims, damages, liabilities, costs, fines, penalties and expenses (including attorney and other professional fees and costs) arising out of or relating to (a) Customer use or misuse of any Software and/or Services; (b) Customer violation of the Tech to Us Terms of Service; (c) Customer violation of any rights of a third party; or (d) any other negligent or intentional misconduct by Customer. Tech to Us retains the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by Customer, in which event Customers is required to cooperate in asserting any available defenses.
Limitation of Damages
Except in the event of willful misconduct by either Tech to Us or the customer, in no event will either Party’s liability on any claim, loss, or liability arising out of or connected to Tech to Us services exceed the amounts paid or to be paid to Tech to Us during the three (3) months immediately preceding the event giving rise to such claim or action by the customer.
Custom Designed Software
Tech to Us may use custom-designed software and scripts to assist in resolving an issue, reporting data system information, or automating a task. Such software may be manufactured by Tech to Us or manufactured by a Third-party (see section titled “Third-party Software”). To the best knowledge of Tech to Us, the software is fully licensed and breaks no laws when it is used on a customer’s device.
Tech to Us is not responsible for the unlikely scenario of such software causing damage to your device’s hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor, and/or manager.
Tech to Us may accept End User License Agreements on your behalf – for any Tech to Us designed software.
Data Backup and Data Loss
Tech to Us will make their “best-effort” to salvage and secure any important data on a customer’s device or notify the customer of a situation where data may be lost. However, Tech to Us is not responsible for notifying the customer of potential data loss, backing up data, the loss of any data, or the failure/inability to retrieve previously backed up data, by the Tech to Us Backup Service or any other method. Unforeseen issues may occur and Tech to Us is not responsible for these situations during the course of our troubleshooting and support process. It is the customer’s responsibility to ensure that their data is properly backed up before engaging in any support or troubleshooting with Tech to Us.
Failure to maintain current payment for any plan which includes data backup services provided by Tech to Us will automatically forfeit access to existing data backups completed by the Tech to Us Backup Service. Data backups will be deleted upon cancellation or non-payment of services. The customer does not own perpetual rights to their backed up data. Data is only accessible through the data backup service while the customer is a current, paying data backup service subscriber. Tech to Us will also cease to complete any additional data backups.
Any data loss or data backups missed are not the responsibility of Tech to Us for any reason.
Tech to Us maintains a “soft” data cap. When you exceed your allotted data storage cap, Tech to Us will reach out to you to alert you. If you are unable to rectify the overage yourself or with our assistance by either limiting what you are backing up, increasing your support plan to one that includes additional data storage, or adding on additional storage (in the case of a “Diamond” plan), Tech to Us reserves the right to delete your data backup account along with all associated backed up data. Any data backed up will be permanently lost and is not retrievable under any circumstances.
Oftentimes, Tech to Us will use “third-party software” to assist in resolving an issue. “Third-party software” is software that is not manufactured by Tech to Us. Examples of this software are virus and malware removal tools. To the best knowledge of Tech to Us, the software is fully licensed and breaks no laws when it is used on a customer’s device.
Tech to Us is not responsible for the unlikely scenario of third-party software causing damage to your device’s hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor, and/or manager.
Tech to Us may accept End User License Agreements on your behalf – for third party software and any Tech to Us branded software.
Tech to Us uses third-party remote assistance software to help resolve most customer issues. Remote assistance software allows the technician to remotely control a customer’s device to expedite the steps needed to resolve the issue.
This software is fully licensed and breaks no laws when it is used on a customer’s device.
The software installs a small piece of software on the customer’s device. While the software is typically harmless, Tech to Us bears no responsibility for unforeseen negative effects that the software has on the customer’s device.
A functioning internet connection is required on the device in which the technician intends to take remote control of. The lack of internet connectivity or a slow internet connection can make remote assistance impossible. In this scenario, the customer will need to follow the technician’s instructions to restore the device’s internet connection for the purpose of eventual remote control.
The customer bears the right to refuse a remote connection to their device. But the customer must then understand that without remote assistance, the resolution of the issue will take longer and require more customer interaction.
Tech to Us also bears the right to refuse service, at its sole discretion, if a customer chooses to refuse a remote assistance connection.
The customer may cancel standard service offerings at any time. However, cancellation of a service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.
From time to time Tech to Us may offer a service option that requires a commitment, either written or verbal, to pay and/or keep the service active for a specific period of time. During this time, the customer cannot cancel the service as per the binding written or verbal agreement. Any payments required to be made must continue for the duration of the agreed-upon time. At which time the agreed upon time frame has ended, the customer is allowed to cancel their service. The cancellation of service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.
The customer bears to the right to receive a refund if the service process has not yet been initiated. This implies that absolutely no steps have been taken by the Tech to Us technician to resolve the customer’s issue or to answer the customer’s question(s). If the customer receives a refund at this time, Tech to Us bears the right to refuse further service to that customer.
Tech to Us provides a “100% money-back guarantee” on the initial incident. “Initial incident” implies a situation where a customer is calling in for the first time with a specific computer or technology problem or question(s). It is the responsibility of the Tech to Us technician to resolve the problem and/or answer the question(s) accurately. The technician must be allowed all opportunities to resolve the issue. What is considered “all opportunities” varies depending on the nature of the issue and will be defined at the discretion of a Tech to Us technician, agent, supervisor, and/or manager. If the technician is unable to fully resolve the customer’s’ problem, or answer the question(s) after exhausting all possible methods of a resolution, a full refund may be issued. The customer does not have the option to end support in order to receive a refund prior to Tech to Us finding a solution or exhausting all opportunities to resolve the issue. The support process must be allowed to be fully vetted in order for a refund to be considered, regardless of the reason. In a situation where Tech to Us has resolved at least one (1) issue, even if it was not the initial incident, the money-back guarantee is no longer valid and the customer is not entitled to a refund for any services – either fully or partially.
Tech to Us cannot guarantee the timeframe of how long a refund will take to credit back to a customer’s card. It is typically 5-7 business days, however, Tech to Us has no control over of the time-frame after Tech to Us has processed the refund.
The customer has the option to cancel any recurring support options. A refund for already billed services is not allowed. In the case of a cancellation, the remaining duration of the customer’s service plan will be honored and future billings will cease – the technical support service is then no longer active at the end of the last billing term. Tech to Us does not provide partial or pro-rated refunds for time unused. Refunds are not allowed in cases of a failure to resolve issues outside of the initial billing of any service option.
If Tech to Us determines that an operating system reinstall is necessary to properly fix the issue(s) at hand; a refund will not be provided if the customer chooses not to continue or if the customer does not have proper legal working copies of any software that may be installed on the device or may be required for the device to fully work properly. This includes, but is not limited to, operating systems, drivers, and applications (or “apps”).
In the event a Tech to Us repair disc or repair USB drive is needed to properly fix the issue(s) at hand; a customer’s refusal of the usage of this disc or USB drive is not an acceptable reason for a refund.
Tech to Us must be directly contacted to cancel any ongoing service. A dispute with the customer’s credit card company or bank is not a notification of cancellation nor is it a valid reason for any credit or refund.
Tech to Us reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, Tech to Us will fairly assess the situation and provide refunds when appropriate.
Failure of the data backup process, failure of data to be properly backed up, or any other data loss or retrieval issue is not grounds for the refund of any services.
Failure of hardware, components, and accessories after the initial incident are not grounds for a refund. Tech to Us will continue to support any other current technology or replacement technology. Future forfeiture of any customer hardware is also not grounds for a refund of any service fees paid either fully or partially.
Software license keys must be activated within 1-year of purchase. License keys not activated within 1-year of purchase will automatically be deactivated for use by the customer.
Tech to Us shall not be liable or deemed to be at fault for any delay or failure in performance of any services resulting directly or indirectly from fire, flood, earthquake, elements of nature or acts of God, inclement weather, acts of war, terrorism, riots, civil disorders, rebellions, revolutions, third-party strikes, third-party lockouts or labor difficulties, or any other cause beyond the reasonable control of Tech to Us.
Home Support Services Specific Terms of Service
Outside of Services Scope & Excessive Usage
Tech to Us reserves the right to limit or cancel home support plans if they are being used for any business purposes. Additionally, Tech to Us reserves the right to limit or cancel home support plans of customers who have excessive usage. Excessive usage of services is defined as customers who have utilized services for at least 90-days and are in the top 3% of average customer usage during that period. With either situation, Tech to Us would provide a pro-rated refund based on the remaining time left on any plan, if applicable.
Additionally, Tech to Us can deny support for business-related software, tasks or issues related to the operation of a business, on any home support plan. These include but are not limited to assistance with customer web/email domain names, QuickBooks or other business accounting software, business/client data backup or migration, IT security as it relates to the protection of a computer, network or data, meeting compliance requirements.
Diamond Member Giveaway
The Monthly Diamond Member Giveaway has an automatic entry for all customers who are on a Diamond Monthly or Diamond Yearly plan. Due to US law, Tech to Us must allow anyone to enter without purchase. The official rules for the giveaway, along with a link to the entry form for non-diamond members, is located here.
Current, active customers are eligible to receive a $100 future service credit for each qualified home support customer that they refer. A qualified home customer is someone who signs up for a home support plan, is a home consumer, not a business of any kind, and keeps the service for a minimum of one month without ever receiving a full refund for their service. In addition, the person that they refer also receives a one-time discount of $100 off any Tech to Us plan.
The referral bonus will automatically be credited in approximately 30-days from the date in which the referred person signs up and pays for service.
Tech to Us reserves the right to delay or refuse any and all referral discounts or credits if it is believed that any kind of fraud or manipulation of the referral bonus promotion is occurring, has occurred, or is likely to occur.
Referred customers must provide the full name and the email address of the referrer that is on file with Tech to Us to receive their one-time discount and for the referrer to receive any future service credit(s).
There is currently no set limit on the number of people that a single customer can refer, however, Tech to Us reserves the right to limit or delay any discounts to prevent abuse.
The referral bonus and discount is only valid at the time of initial purchase of the referred customer and not anytime after.
The referral bonus can end at any time without notice or warning.
Business Unlimited Support Services Specific Terms of Service
Services & Scope
1) No hardware is provided by Service Provider as part of this Agreement. Therefore, Service Provider cannot provide any warranty or operational guarantee with regard to any Client hardware. The Business Unlimited Service does not cover parts or labor for any hardware replacement, addition, or removal.
2) Tech to Us is not responsible for any software customer has currently, in the future, or has previously installed or used that is unlicensed or not properly licensed. Tech to Us requires any unlicensed or improperly licensed software to be fully and properly licensed as part of this Agreement. The customer is responsible for all costs associated with such licensing. Tech to Us is not responsible for any and all consequences if the customer chooses to continue to use unlicensed or improperly licensed software.
3) Tech to Us is limited to providing general break/fix technical support services to customers. Tech to Us is not meant to be utilized as a full-fledged managed IT provider and as such, is limited in the scope of services it will or can provide to Client.
4) Services are meant to be utilized by customer and it’s direct employees or associates and not be used by third parties or to be sold as an outsourcing solution to third-parties of any kind.
Performance of Services
1) The Tech to Us Business Unlimited Plan Services shall be provided at the customer’s principal place of business or it or it’s employees remote offices, and are a remote service only. Tech to Us shall not be required, for any reason, to provide on-site service of any kind, and the customer bears no right to visit or enter any Tech to Us office or facility unless express written permission is granted by Tech to Us management. The customer bears no right to send any hardware to any Tech to Us office or facility unless express written permission is granted by Tech to Us management.
2) In connection with the performance of the Business Unlimited Plan Services, Tech to Us shall: (a) be allowed ongoing and consistent access, without having to ask permission in each instance, to all of the networks and computer systems of the customer, (b) be allowed to install remote access software or utilize existing remote access capabilities of any device(s), (c) be allowed to install and utilize any legally licensed software, either proprietary or 3rd party on any customer devices, (d) sometimes accept end-user license agreements on behalf of the customer.
3) All telephone calls, or other audio/video communication to and from Service Provider may be recorded. Client, it’s employees, or any other associates utilizing the service, accept this as notice and agree without it having to be stated on each call. Any and all chat logs, emails, and other communication information may also be logged and stored by Service Provider. Service Provider is not obligated to provide any call recordings or other logged communication to Client and will do so at its sole discretion. Tech to Us may choose to not record calls or log communication data at any time, at its sole discretion. Tech to Us is not obligated to provide any call recordings or other logged communication to customers and will do so at its sole discretion. Tech to Us may choose to not record calls or log communication data at any time, at its sole discretion.
4) Customer is allowed an unlimited number of inquiries or requests for support from Tech to Us, provided that such use does not become excessive. Service Provider reserves the right to limit inquiries or requests or terminate service. Further, Tech to Us reserves the right to limit or terminate services in the event that customer has or is utilizing them in any manner used outside of their intended use.