Terms and Conditions - Remote Technical Support Engagement
1. Introduction
These terms and conditions govern the remote technical support services provided by Invicta Gaming LLC, referred to as "we," "our," or "us," to you, the customer, referred to as "you" or "your," for the resolution of technical issues related to your computer or device. By engaging in a remote desktop session with us, you agree to be bound by these terms and conditions.
2. Scope of Remote Technical Support
2.1 Our remote technical support services are intended to provide assistance and resolution for software-related issues on your computer or device. These may include but are not limited to troubleshooting, diagnostics, software installations, system optimizations, and advice on using specific applications.
2.2 We may require temporary access to your computer or device to provide the necessary technical support. For remote access, we utilize LogMeIn's Rescue service, a secure and industry-standard remote support tool. Information about this secure enterprise support tool can be found here: https://www.logmeinrescue.com/
3. Customer Responsibilities
3.1 You must ensure that you are the owner or have appropriate authorization to permit remote access to the computer or device being supported.
3.2 It is your responsibility to communicate ahead of time with your technicians if there are any specific files, applications, or services that are of high importance to you. Certain unnecessary background services for performance optimization efforts may be temporarily disabled for greater performance. No actions taken by technicians on your system are permanent, and will be reverted upon your request.
3.3 You agree to cooperate with our technicians and follow their instructions during the support session.
3.4 You understand that certain issues may not be resolvable through remote access, and if required, we may resolve your issue by recommending a replacement of a faulty hardware component, concluding our engagement with you.
4. Access and Security
4.1 We value the security and privacy of your information. When establishing a remote desktop session, we use LogMeIn's Rescue service, which employs industry-standard encryption and security protocols to ensure a secure connection. While we require remote access to your computer or device for technical support, through this agreement and being bound by Colorado state law, Invicta Gaming Technicians will NOT install, execute, or perform any action not listed in this agreement.
4.2 During the remote support session, you will be asked to grant permission for remote access. You will have full control over the session and can terminate it at any time.
4.3 LogMeIn's Rescue service allows us to view your computer screen and access specific software applications with your consent. At no point will we install any software or perform any actions without your explicit consent. The software that will be utilized can be seen in section 5 of this agreement.
4.4 Once the support session ends, the remote access tool will be automatically removed from your computer or device.
5. Software
5.1 We take pride in providing high-quality technical support services. To ensure effective and efficient assistance, we utilize reputable software programs during the support session on your computer or device. You consent that ONLY the applications below listed in Section 5.2 will be temporarily installed and utilized on your system during this service engagement.
5.2 The following software applications may be used during the support session. We will NOT utilize any software or applications outside of Section 5.2.:
5.2.1 Invicta Gaming’s Optimization Application
This application is custom built by Invicta Gaming to perform services in a linear, efficient, and repeatable manner. This application will leave no traces of itself behind after your service is complete, it is only used for convenience and speed by Invicta Technicians. This application is also only used on services aimed at system optimization efforts. The application will:
Create a system restore point pre and post-service
Modify your operating system's registry values ONLY dealing with direct optimization efforts, and ONLY modifying values that directly promote your choice application’s performance and stability increases.
Enable/Disable operating system background services that are deemed by Invicta Gaming Technicians as direct system performance inhibitors. This is not permanent and may be reversed. No security services are modified or disabled.
Create a scheduled task that runs periodically to clear various caches to promote system performance
Remove the operating system’s pre-installed bloatware to to free up disk space and and reduce background application demand
Adjust your operating system’s power plan to allow your system to utilize power more efficiently.
Run a full operating system diagnostic check to ensure it is without any corruption, and if needed, repair any corruptions automatically
5.2.2 Revo's Uninstaller
This application is utilized by Invicta Technicians to completely, and efficiently remove our own applications we install during the service.
5.2.3 Pegasun's System Utilities
This application is utilized by Invicta Technicians to perform fast system health clean up efforts.
5.2.4 Coderbag's QuickCPU
This application is utilized by Invicta Technicians to fine-tune system processor settings utilizing a custom designed processor plan aimed at performance and stability.
5.2.5 Sodum Team's Reduce Memory
This application is utilized by Invicta Technicians to reduce memory requirements of resource starved applications, allowing the entire system to run more efficiently.
5.2.6 Nvidia's Profile Inspector
This application is utilized by Invicta Technicians to fine tune custom video settings pertaining to specific applications by your request.
5.2.7 Guru3D's Rivatuner
This application is utilized by Invicta Technicians to view an application’s performance, typically in the fashion of frames per second to view “before and after” progress metrics.
5.3 These software applications are well-known and widely used in the industry to diagnose and resolve various technical issues. They are safe to use and will not install any harmful or malicious software on your computer.
5.4 Please note that the use of these software applications is solely for technical support purposes.
5.5 Upon the conclusion of the support session, these software applications will be removed from your system automatically. We may suggest keeping a number of them, for your own convenience and personal use after the service to maintain performance. You have the right to request for no applications of any kind to be left on your system after your service.
6. Data Retention
6.1 We take your privacy seriously. We do not retain any customer personal information or information about your computer systems beyond the duration of the remote support session.
6.2 We will not store any data, files, or system information from the remote technical support engagement on our servers or systems.
6.3 To further protect your privacy, we recommend that you close any personal or sensitive information that you do not wish to share during the remote support session.
7. Limitation of Liability
7.1 While we will make every effort to resolve your technical issues, we do not guarantee the complete resolution of all problems when engaging in troubleshooting efforts. This applies to problems that were not generated by our services. If our services cause your system to experience any issues, we DO guarantee that we will resolve them to your satisfaction or else you will receive a full refund of your initial purchase.
8. Termination
8.1 Either party may terminate the remote technical support engagement at any time for any reason.
8.2 We reserve the right to terminate the support session if we suspect any misuse, unauthorized activity, or breach of these terms and conditions.
9. Amendments
9.1 We reserve the right to amend these terms and conditions at any time. Any changes will be effective immediately upon being posted on our website.
9.2 It is your responsibility to review the terms and conditions periodically for any updates or changes.
10. Governing Law and Jurisdiction
10.1 These terms and conditions shall be governed by and construed in accordance with the state laws of Colorado, United States of America.
10.2 Any disputes arising from or in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the courts of Colorado.
By proceeding with the remote desktop session, you acknowledge that you have read, understood, and agreed to these terms and conditions. If you do not agree to these terms, please do not proceed with the remote support session.
If you have any questions or concerns regarding these terms and conditions, please contact us before proceeding.
