Remote support terms and conditions

By purchasing, using remote technical support, repair, or network service, you the customer accept and agree to be bound by the Phonetex Remote Services Terms and Conditions. 

References herein to “Phonetex”, “us’, or “we” are referring to Phonetex,  References made to “you” or “your” are references to the person purchasing, using, or receiving services subject to these terms and conditions.

Our Remote Support Disclaimer

While we respectfully use your computer, Phonetex 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 additional support call. Phonetex is not liable for any consequential damages and it is the client’s responsibility to backup all applications and data prior to the session. Please close any personal or confidential information on your screen, as the technician will be viewing your desktop.

By using this Remote Support Service, you understand that:

  • All remote service and software are provided at the customer’s sole discretion.
  • You “the customer” are responsible for the backup of your data and applications.
  • Phonetex is not liable for consequential damages of any kind. Phonetex is not liable for unauthorized access to computers via the remote software.
  • Phonetex will not disclose passwords or credentials to any undisclosed 3rd party.

The ability for Phonetex 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 Phonetex technical support personnel with access to and control of your computer. In doing so, you could be providing Phonetex technical support personnel with access to files that reside on your computer, therefore, you accept responsibility for any changes made to the desktop content or system settings. Phonetex does not assume and is not responsible for any liability regarding the linking and viewing of any desktop content, the operation of the remote access software, or system performance.

Phonetex 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 the Phonetex representative.

By accepting these terms and conditions, you acknowledge that remote intervention may in some cases result in data loss and/or software corruption on your computer; therefore Phonetex recommends that you back up the data from your computer before accepting remote technical support. If you do not back up your data, you risk the possibility of irretrievable loss of such data and Phonetex will not be liable for any data or extra costs incurred, however caused.

The Software

Phonetex support uses Zoho Assist as the primary Remote Support Connection tool to troubleshoot and resolve customer issues. With Zoho Assist, Phonetex support engineers can view or share control of the remote computer, chat, and highlight sections of the customer’s screen without the need to pre-install software. Zoho Assist  differs from other remote access products and other companies in that it is a reactive, permission-based support tool. No permanent software is installed on customer’s PC/ device in order to deliver support that requires remote access, and Phonetex support engineers can only remotely access an Phonetex customer’s PC with that customer’s explicit permission – permission that must be granted each and every time a customer requests support. Support from Phonetex will be initiated from this site only. All data passing between host and guest systems is fully encrypted and protected from unauthorized access.

The Remote Connection

When you have agreed to use our remote service, you will need to initiate a secure connection with one of your support engineers. We will email you a link to download and install this support software. Phonetex does not take any responsibility for your ability or inability to download, install and run this software. If for any reason we cannot use Zoho Assist, we will attempt to use another remote software package such as Team Viewer.