Introduction
The pcm service confers support exclusively for solving technical problems up to a maximum of 3 residential computer equipment. Its scope of action is micro-computing - basic software, including operating system.
This support is provided on 7 possible strands:
- Remotely 24 hours a day, 7 days a week;
- By telephone 24 hours a day, 7 days a week;
- Home support;
- Express service on island;
- Laboratory service in any store;
- Video-support;
- Social networks.
Given the need for each intervention, PCM may choose the means of resolution of its preference, as long as it undertakes to follow up the necessary means to solve the client's problem, and the attempt of remote resolution will always precede other services. The resolution may involve software, additional or alternate hardware, and its cost is not included in this service.
If the client does not accept the budget given by pcm of a given resolution gives the company the right not to follow up.
Direct intervention services are excluded from the hardware, either from equipment or from external peripherals, even when connected to contracted equipment, including network equipment, printers, cabling and multimedia equipment. Also excluded are file backup and restore services, as well as recovery of corrupted files.
The pcm intervention, whether remote or local, involves a risk of loss of data and / or equipment in its course, and is not liable for such loss except in instances of technical negligence. The pcm support is reactive and only for problem solving, which excludes training, optimizations, configurations or any intervention outside the strict context to solve each problem.
Remote PC Access
All necessary remote or local interventions are planned in order to solve any problems and maintain the proper functioning of the equipment.
Resolutions of problems arising from poor utilization or failures to comply with the good use premises transmitted by the pcm services are excluded.
For the tasks covered in these services, the customer, from now on, approves the remote access to his equipment within the scope of each telephone support. In this support area, the customer is fully responsible for the remote intervention in his equipment, except in cases of technical negligence. The customer is entirely responsible for the steps taken in the absence of the pcm technician.
Deadlines
The Technical Support pcm undertakes to provide means and not results, and therefore excludes any responsibility for possible non-resolution of problems for reasons unrelated to their provision.
The home interventions and collections & deliveries follow a response time of up to 72 hours, after the respective scheduling.
The home services provided for in this agreement only work on business days, between 9am and 10pm. Before an intervention at home the customer undertakes to have the products and conditions necessary for the provision of the technician, including the source of installation of the necessary software.
It is the prerogative of PC to choose to collect and deliver equipment before or during a home intervention.
Assumptions of the Service
The pcm service comprises a technical support, and it is assumed that the customer has minimal training to use the computer equipment correctly and is in good condition. Pcm reserves the right to opt for non-provision of services when there is abusive use or some type of illegitimacy, in some form or form.
The pcm service will not participate in illegal acts of software piracy. The service will only be performed if the installed software is original and the client has its originality stamps.
The customer declares himself solely responsible for the legality, content, use, origin and legitimacy of the information present in his equipment, being fully responsible for safeguarding prior to the intervention of the pcm services. The statutory rights as a consumer will not be affected by these terms.
Terms and Conditions PCM Total Support
The pcm technological support service is provided by the following channels:
- Telephone and remote technical support 24 hours a day, 7 days a week. Check the contacts here.
- Face-to-face services provided at the client's premises
- Services in the regional laboratory. See here where you can go.
- Collection, Repair and Delivery Services. Replacement equipment option.
- Specialized services in central laboratory.
For reasons of speed and efficiency, support is always initiated by telephone and, whenever necessary, using remote access (remote access) to the customer's computer equipment. For the tasks covered in the present services the customer already approves the remote access to his equipment according to the needs of preventive and resolutive support.
Whenever remote support becomes insufficient, local or RRE intervention will be scheduled. The choice of the means of intervention is prerogative of the pcm, provided that it takes the necessary steps to restore the state of normal operation of the technology park covered by the pcm services.
The pcm installment is structured in areas of technological performance and indexed to the contracted park, and the intervention action can be total or limited to the equipment and services chosen. Pcm does not intervene or assume responsibility for equipment or services excluded from the scope of work contracted, as well as problems within scope that are a direct or indirect consequence of this exclusion.
The support model pcm bases its sustainability on the prevention of problems, and assumes that the technological environment covered is in good working order and with mechanisms that guarantee the continued stability of the systems. Aspects that limit or compromise these premises, namely identified in the initial survey (site-survey), can be object of budget analysis, being its regularization, as well as the inclusion of the equipment or services affected in the contract, depending on the respective award.
The pcm is obliged to provide results and not only the availability of means, so that it lacks management permissions for the equipment covered in order to take all the actions necessary to secure the objectives inherent to its position. It also lacks the client's compliance with the premises of good practices and changes deemed necessary by the CPM, whether or not covered by the contract, in order to guarantee such objectives. Failure to comply with such measures means the automatic exclusion of the affected equipment or services from the scope of services contracted.
This contract confers on the customer the right to unrestricted resolution services, provided that within the scope of the contracted equipment and services, having to bear all the costs inherent to the remote and local interventions. This guarantee on the proper functioning of the client's park presupposes the approval of the pcm on its technological structuring and operating conditions, as long as the usage needs defined by the client are safeguarded. The relocation may have a cost depending on the partner and the type of equipment. Consult the price list here.
Changes in these needs, changes in structure, changes to existing equipment or structured network, addition of new equipment, installation of new applications or versions or other changes that are directly or indirectly related to the present scope of action, are considered excluded from the scope to be subject to budgetary analysis and object of addendum to the contract; should always be carried out in synergy with PCM, and services that result from actions carried out without their management can not be considered to be included in the contract. Also excluded are services that result from repeated deficient use or failure to comply with the good use premises transmitted by the pcm services.
Whenever the use of the equipment, programs or other aspects violate the laws in force, PCM will refuse to provide the support service. The customer declares himself exclusively and unilaterally responsible for the legality, content, use, origin and legitimacy of the information present in his equipment. The pcm intervention, whether remote or local, involves a risk of loss of data and / or equipment in its course, and is not responsible for this loss except in instances of technical negligence. Additional or alternative software or hardware will be subject to budget analysis, the award of which may be a necessary condition for the resolution of problems that depend on it.
The client is always informed of extra costs related to any services or products not included in the contracted scope, always being executed in terms of technical feasibility, budgeted and previously communicated to the client, being conditioned by the previous acceptance of the extra costs. Except as otherwise requested, the customer hereby accepts to receive all invoices in electronic form, provided that they are duly certified. It also consents to the collection and computer processing of your data, authorizing the provider to enter these data on an appropriate basis, which are intended for the management of customers and services, as well as actions to promote the services it offers.
The present values assume the model of payment of direct bank debit or in the integral at the beginning of each period of 12 months of contract, being aggravated in 10% in case of application of any other mode of payment.
The statutory rights as a consumer are not affected by these terms - applicable only to customers of non-subscribers of Total Support.
PCM BASE Terms and Conditions
The pcm technological support service is provided by the following channels:
- Telephone and remote technical support 24 hours a day, 7 days a week. Check the contacts here.
- Face-to-face services provided at the client's premises
- Services in the regional laboratory. See here where you can go.
- Collection, Repair and Delivery Services. Replacement equipment option.
- Specialized services in central laboratory.
For reasons of speed and efficiency, support is always initiated by telephone and, whenever necessary, using remote access (remote access) to the customer's computer equipment. For the tasks covered in the present services the customer already approves the remote access to his equipment according to the needs of preventive and resolutive support.
Whenever remote support becomes insufficient, local or RRE intervention will be scheduled. The choice of the means of intervention is prerogative of the pcm, provided that it takes the necessary steps to restore the state of normal operation of the technology park covered by the pcm services.
The pcm installment is structured in areas of technological performance and indexed to the contracted park, and the intervention action can be total or limited to the equipment and services chosen. Pcm does not intervene or assume responsibility for equipment or services excluded from the scope of work contracted, as well as problems within scope that are a direct or indirect consequence of this exclusion.
The support model pcm bases its sustainability on the prevention of problems, and assumes that the technological environment covered is in good working order and with mechanisms that guarantee the continued stability of the systems. Aspects that limit or compromise these premises, namely identified in the initial survey (site-survey), can be object of budget analysis, being its regularization, as well as the inclusion of the equipment or services affected in the contract, depending on the respective award.
The pcm is obliged to provide results and not only the availability of means, so that it lacks management permissions for the equipment covered in order to take all the actions necessary to secure the objectives inherent to its position. It also lacks the client's compliance with the premises of good practices and changes deemed necessary by the CPM, whether or not covered by the contract, in order to guarantee such objectives. Failure to comply with such measures means the automatic exclusion of the affected equipment or services from the scope of services contracted.
This contract confers on the customer the right to unrestricted resolution services, provided that within the scope of the contracted equipment and services, having to bear all the costs inherent to the remote and local interventions. This guarantee on the proper functioning of the client's park presupposes the approval of the pcm on its technological structuring and operating conditions, as long as the usage needs defined by the client are safeguarded. The relocation may have a cost depending on the partner and the type of equipment. Consult the price list here.
Changes in these needs, changes in structure, changes to existing equipment or structured network, addition of new equipment, installation of new applications or versions or other changes that are directly or indirectly related to the present scope of action, are considered excluded from the scope to be subject to budgetary analysis and object of addendum to the contract; should always be carried out in synergy with PCM, and services that result from actions carried out without their management can not be considered to be included in the contract. Also excluded are services that result from repeated deficient use or failure to comply with the good use premises transmitted by the pcm services.
Whenever the use of the equipment, programs or other aspects violate the laws in force, PCM will refuse to provide the support service. The customer declares himself exclusively and unilaterally responsible for the legality, content, use, origin and legitimacy of the information present in his equipment. The pcm intervention, whether remote or local, involves a risk of loss of data and / or equipment in its course, and is not responsible for this loss except in instances of technical negligence. Additional or alternative software or hardware will be subject to budget analysis, the award of which may be a necessary condition for the resolution of problems that depend on it.
The client is always informed of extra costs related to any services or products not included in the contracted scope, always being executed in terms of technical feasibility, budgeted and previously communicated to the client, being conditioned by the previous acceptance of the extra costs. Except as otherwise requested, the customer hereby accepts to receive all invoices in electronic form, provided that they are duly certified. It also consents to the collection and computer processing of your data, authorizing the provider to enter these data on an appropriate basis, which are intended for the management of customers and services, as well as actions to promote the services it offers.
The present values assume the model of payment of direct bank debit or in the integral at the beginning of each period of 12 months of contract, being aggravated in 10% in case of application of any other mode of payment.
The statutory rights as a consumer are not affected by these terms - applicable only to customers of non-subscribers of Total Support.