1. Definitions
- "CyberHQ"refers to the service provider.
- "Customer"refers to the individual, business, organization, or entity purchasing the AMC.
- "Covered Device"refers only to the specific device for which the AMC has been purchased.
- "Business Hours"means Monday to Saturday, 10:00 AM to 7:00 PM, excluding public holidays.
2. Scope of Services
The AMC covers software-based troubleshooting and support services that can reasonably be performed through software configuration, operating system administration, remote support, system optimization, and technical troubleshooting.
Covered services may include:
- Windows installation and reinstallation
- Windows recovery and repair
- Operating system troubleshooting
- Startup and boot issue troubleshooting
- Blue Screen (BSOD) troubleshooting
- Driver installation and troubleshooting
- Software installation and configuration
- Software conflict resolution
- Application troubleshooting
- Internet connectivity troubleshooting
- Wi-Fi troubleshooting
- Router configuration troubleshooting
- DNS and IP configuration troubleshooting
- Bluetooth connectivity troubleshooting
- System performance optimization
- Startup optimization
- Storage cleanup and management
- Operating system updates
All services are provided on a reasonable efforts basis.
3. Services Not Covered
The AMC does not include:
- Printer troubleshooting
- Hardware repairs of any kind
- Hardware replacement of any kind
- Motherboard repair or replacement
- CPU replacement
- RAM replacement
- SSD or HDD replacement
- GPU replacement
- Physical damage repairs
- Liquid damage repairs
- Electrical repairs
- Component-level repairs
- Data recovery services
- Cybersecurity incident response
- Malware forensics
- Purchase of hardware
- Purchase of software licenses
- Software subscriptions
- Network cabling work
- New infrastructure deployments
- Any service not expressly listed under covered services
Such services may be quoted separately at CyberHQ's sole discretion.
4. AMC Validity
- The AMC remains valid for twelve (12) months from the activation date.
- All unused support sessions, visits, and benefits expire at the end of the AMC period.
- Unused services are non-transferable, non-refundable, and cannot be carried forward.
5. Covered Device Limitation
- AMC pricing is per device per year.
- Each AMC applies only to the specific covered device for which the AMC was purchased.
- CyberHQ reserves the right to refuse service requests relating to devices not covered under the AMC.
6. Response Times
- Response times indicate the target time to acknowledge and begin working on a support request.
- Response times do not guarantee issue resolution within the stated timeframe.
- Response times apply only during Business Hours.
CyberHQ shall not be responsible for delays caused by:
- Customer unavailability
- Lack of required access
- Internet outages
- Power failures
- Third-party service providers
- Events beyond CyberHQ's reasonable control
7. Remote Support
- Remote support may be provided through remote access software, messaging platforms, telephone, email, or other communication methods approved by CyberHQ.
- The Customer shall provide all necessary permissions and access required for troubleshooting.
- CyberHQ shall not be responsible for delays caused by denied access, restricted permissions, or technical limitations on the Customer's side.
8. Remote Support Session Duration
- Each remote support session includes up to one (1) hour of technician time for diagnosis, troubleshooting, configuration, or issue resolution.
- A remote session is considered utilized once a CyberHQ technician begins working on the reported issue.
- Multiple unrelated issues may require separate support sessions.
- CyberHQ reserves the right to classify excessive, unrelated, or repeated requests as additional support sessions.
9. On-Site Visits
- On-site visits are limited to the number included in the selected AMC plan.
- Additional on-site visits will be charged at the applicable AMC rate.
- Travel outside CyberHQ's designated service area may attract additional charges.
10. On-Site Visit Duration
- Each on-site visit includes up to two (2) hours of technician time at the customer location.
- A visit is considered utilized once a CyberHQ technician arrives at the customer location and begins work on the reported issue.
- Travel time is not included in the visit duration.
If additional time is required due to issue complexity, CyberHQ may:
- Continue assistance remotely where possible;
- Schedule a follow-up visit;
- Apply additional service charges where applicable.
11. Preventive Maintenance Visits
- Preventive maintenance visits are included according to the selected AMC plan.
- Where support services remain unused for an extended period, CyberHQ may schedule a preventive maintenance visit.
- Such visit shall count toward the included visit allocation of the AMC plan.
12. Fair Usage Policy (Elite Care)
- Elite Care includes Unlimited Remote Support subject to fair and reasonable usage.
- Unlimited Remote Support is intended for genuine troubleshooting, maintenance, configuration, and issue resolution relating to covered devices.
- Unlimited Remote Support does not provide unlimited technician availability or unlimited service requests for non-essential activities.
CyberHQ reserves the right to limit, defer, or refuse support requests that:
- Are repetitive and unnecessary
- Do not relate to a genuine technical issue
- Are intended primarily for training or educational purposes
- Are excessive compared to normal business usage
- Unreasonably consume support resources
- Fall outside the scope of AMC coverage
CyberHQ shall have sole discretion in determining whether support usage is excessive, abusive, unreasonable, or outside the intended purpose of the AMC.
13. Data Protection & Backup Responsibility
- The Customer is solely responsible for maintaining backups of all important data.
- Before any troubleshooting, repair attempt, operating system repair, reset, or reinstallation, the Customer must ensure that all important data has been securely backed up.
CyberHQ shall not be liable for:
- Data loss
- Data corruption
- File deletion
- Software corruption
- Operating system corruption
- Business interruption resulting from data loss
Customers acknowledge that troubleshooting and operating system repair activities may involve inherent risks to stored data.
14. Authorization for Operating System Reinstallation
- Before any operating system reinstallation, system reset, recovery procedure, or formatting activity, customer approval must be obtained.
- By approving such work, the Customer acknowledges that data loss may occur and confirms that all important data has been backed up or verified.
- CyberHQ shall not be responsible for any loss of data resulting from authorized operating system reinstallation, formatting, reset, recovery, or repair procedures.
15. Data Backup Assistance
- Upon customer request, CyberHQ may assist in copying user-accessible files before operating system reinstallation or formatting.
- Such assistance is provided on a best-effort basis only.
- CyberHQ does not guarantee that all files, folders, applications, settings, emails, databases, or other data can be successfully backed up, transferred, or restored.
- The Customer remains solely responsible for verifying the completeness and accuracy of all backups.
16. Software Licensing
- The Customer is solely responsible for obtaining and maintaining valid software licenses.
- CyberHQ will not install, activate, distribute, or support pirated, illegal, or unauthorized software.
- CyberHQ reserves the right to refuse service where illegal software is detected.
17. Customer Responsibilities
The Customer agrees to:
- Provide accurate information regarding reported issues
- Provide required access to devices and systems
- Maintain valid software licenses
- Maintain regular backups of important data
- Cooperate during support activities
- Ensure a safe environment for on-site service delivery
Failure to comply may affect service delivery and response commitments.
18. Customer Availability
The Customer or an authorized representative must be available during scheduled remote sessions and on-site visits. If the Customer is unavailable, denies access, fails to respond, or prevents service delivery after the appointment has been scheduled, the support session or visit may be considered utilized at CyberHQ's discretion.
19. No Guarantee of Resolution
- CyberHQ will make reasonable efforts to diagnose and resolve reported issues. However, CyberHQ does not guarantee that every issue can be successfully resolved.
Certain issues may remain unresolved due to:
- Hardware failure
- Corrupted operating systems
- Corrupted data
- Unsupported software
- Manufacturer restrictions
- Third-party service limitations
- Missing software licenses
- Factors beyond CyberHQ's reasonable control
The AMC covers troubleshooting and support services and does not constitute a guarantee of issue resolution.
20. Limitation of Liability
All services are provided on a reasonable efforts basis.
CyberHQ shall not be liable for:
- Loss of revenue
- Loss of profits
- Loss of business opportunities
- Loss of goodwill
- Loss of data
- Indirect damages
- Consequential damages
- Special damages arising from service interruptions
CyberHQ's total liability under any AMC shall not exceed the amount paid by the Customer for the affected AMC plan.
21. Suspension or Termination
CyberHQ reserves the right to suspend or terminate AMC services if:
- The Customer engages in abusive or threatening behavior
- The Customer requests illegal activities
- The Customer uses pirated software
- The Customer fails to make required payments
- The Customer breaches these Terms & Conditions
No refund shall be payable where termination results from the Customer's breach of these Terms.
22. Service Area
- On-site support is available only within CyberHQ's designated service area.
- CyberHQ reserves the right to decline on-site service requests outside the designated service area or apply additional travel charges.
23. Governing Law & Jurisdiction
- This agreement shall be governed by and interpreted in accordance with the laws of India.
- Any dispute arising from this agreement shall be subject to the exclusive jurisdiction of the courts located in the city where CyberHQ maintains its principal place of business.
24. Acceptance
By purchasing, renewing, or using a CyberHQ AMC plan, the Customer confirms that they have read, understood, and agreed to these Terms & Conditions.