Terms of use for Remote Computer Support and Diagnostics
POLITICS

Service provider

Company: “Serenity Group Bulgaria” ltd., called for short SGBiTech.com

Address: Sofia, Reduta, 8 Filip Stanislavov Str., ZIP code 1505

UIC: 205806741

VAT: BG205806741

Phone: + 359 882 500 015

Email: [email protected]

Working time:

  • Monday – Friday: 08:00 – 19:00
  • Saturday: 09:00 – 13:00
  • Sunday: Day off

Personal data

Научете повече в Privacy policy.

What issues can we fix remotely

  • Basic diagnostics of computer components;
  • Installation and reinstallation of software products (without reinstallation of operating system);
  • Installation of bank and other certificates;
  • Settings on already uploaded software products;
  • Operating system settings;
  • Installation and setup of peripherals: printer, scanner and others;
  • Remove viruses and unwanted programs;
  • Remove temporary and unnecessary files and registers

IMPORTANT: “Serenity Group Bulgaria” ltd. DOES NOT bear any responsibility for the used software and licenses, but only for their administration – which means that in case of need for reinstallation the serial numbers of the software on the client computer are used;

 

How to request

Let us know briefly about the problem we need to work on in one of the following ways:

  • Through the free chat on the site;
  • By e-mail [email protected] in addition to a brief description of the problem we will work on, leave your names and phone number for feedback;
  • By contacting by phone: +359 882 500 015

After performing the above, the day and time for performing the service are saved and the method of payment is specified.

 

IMPORTANT: When you request remote computer support and diagnostics, you agree to all points in these terms and conditions, without exception. If you do not agree with individual or all points, then you SHOULD NOT use this service.

 

Price of services

Depending on the urgency of your needs, we offer the following options for remote computer support:

  • Reaction time up to 2 hours – price: €20.00 / for 1 hour;
  • Response time within the next working day – price: €15.00 / up to 1 hour; after the first 1 hour – price: €10.00 / after each started hour.

IMPORTANT: The service is prepaid for the first 1 (one) started hour according to the reaction time.

 

Methods of prepayment

  • Bank transfer;
  • Integrated online payment system – Virtual POS terminal (with credit / debit card);
  • PayPal;
  • Stripe;
  • Revolut

Terms of Use

 

  • You must have internet of the computer system on which remote computer support and diagnostics will be performed;
  • You need a program to connect to your computer, and the most commonly used programs are TeamViewer, Ammyy Admin и Any Desk;
  • From the links below you can download one of the programs as it is IMPORTANT to know that you are responsible for the use of licensed copies of the software):
  • Any Desk
  • TeamViewer
  • Ammyy Admin
  • Supremo
  • Install the program according to your needs (for Ammyy Admin* and Any Desk* it is only necessary to run the file). If you need an assistance during the installation, we are at your disposal;
  • After making a reservation in advance, we will contact you at the appointed day and time;
  • During our call you will need to start the program of your choice and have an internet connection;
  • When you start the program, you will have your ID and password displayed (Password);
  • Share the ID and password with our technician who will work on your problem – it is important to know that the connection between us and you is repeatedly protected and allows us to control your computer system. The connection is one-time and re-entry by us is only after explicit permission from you, starting the program and providing your ID (Your ID) and password (Password) – each time you run the program a new password is generated (with Ammyy Admin * you must explicitly give permission to connect to your computer);
  • After successfully connecting to your computer, you will be able to see in front of you our every action until the problem is solved;
  • After eliminating the problem, we will contact you to receive your confirmation of successful service;
  • After your confirmation, we will send you to the e-mail specified by you a specially created questionnaire, which must be completed. Each client can fill in the survey once.

IMPORTANT: By starting a remote session you give your consent SGBiTech.com, in the person of his technician, to access the settings and data of your device in order to perform the necessary actions to solve your difficulties. SGBiTech.com IS NOT responsible for the loss of data or software applications when performing the specified activities. It is recommended that you back up the data that is important to you.

SGBiTech.com IS NOT responsible for the software and licenses used, but only for their administration.

 

Finalizing the service

Finalization of the service is considered ONLY after completed by you a survey with clear satisfaction (there is a special question about this in the survey). The questionnaire must be completed no later than 12 hours after receipt.

If after 12 hours from the sending of the questionnaire the application for refusal of the service has not been filled in or not sent in one of the following ways, we assume that you are completely satisfied with the performed service and you have no claims for its implementation.

The survey is mandatory for everyone who has used the service without exception.

 

How do we proceed when the problem cannot be fixed remotely

Version 1: You have already paid BGN €15.00 / €20.00 without VAT for the performed remote maintenance and diagnostics up to 1 hour. For this amount you receive a protocol for the performed remote maintenance and diagnostics, the performed services and recommendations for elimination of the problem;

Version 2: If you want us to perform the repair, we will take your computer system free of charge from address to service and back (only for the city of Sofia) to perform more detailed diagnostics and work on problems that can not be solved remotely. physical prevention and others).

After the detailed diagnostics we will determine the price of the repair, which we will discuss with you.

IMPORTANT: In case of refused or impossible repair after the detailed diagnostics in our service center, and after paid remote computer support, ONLY the difference from the paid price and the standard price for diagnostics of a computer system of SGBiTech.com as follows:

Example: You have used a remote computer support service with a response time withinм on the next working day and you have paid €15.00. without VAT / 1 hour, but the problem cannot be solved remotely: It is necessary to perform diagnostics and tests in our service of a desktop computer system / mobile computer (laptop), ie. you have to pay extra + €5.00. without VAT (surcharge) standard price of the service of SGBiTech.com, общо €20.00 without VAT.

WITHOUT paying for the service: transport of equipment from address to service and back: BGN €8.00. without VAT (without fee) is valid for the city of Sofia.

When carrying out repairs on our part NO you owe a difference in the price for diagnostics, as well as for remote computer support and diagnostics, and only the price for carrying out the repairs – the prepaid €15.00. without VAT will be deducted from the cost of labor to carry out the repair.

 

Refusal of remote computer support and diagnostics

You have the right to opt out of the remote computer support service WITHOUT any fees.

You can opt out of the service in one of the following ways, but not later than 12 hours after the service:

  • Disconnect from the Internet (or close the remote support application) and send an e-mail to: office@SGBiTech.com with a request to refuse the performed service in free text;
  • Sending us an e-mail: office@SGBiTech.com with a request to refuse the performed service in free text;
  • Filling in the questionnaire with a clear statement for refusal of the performed service (there is a special question about this in the questionnaire)

Refund policy

Given that the service is prepaid, we undertake to refund the full amount within 5 working days by bank transfer to a bank account specified by you, but ONLY after completing at least one of the points above to cancel remote computer support and diagnostics service.

 

Warranty period for remote computer support and diagnostics

By starting a remote session you give your consent SGBiTech.com, in the person of his technician, to access the settings and data of your device in order to perform the necessary actions to solve your difficulties. SGBiTech.com IS NOT esponsible for loss of data or software applications when performing the specified activities. It is recommended that you back up the data that is important to you.

 

Intellectual Property

This text and publications on the website (called for short: the Site), as well as the documents are intended only for acquaintance with the company profile, services and prices of SGBiTech.com. Any distribution or reproduction thereof without the knowledge and written consent of SGBiTech.com is strictly forbidden. We reserve the right to report all competent authorities if we recognize our own text or document used without our knowledge and written consent. All publications on the Site are the exclusive intellectual property ofSGBiTech.com and are subject to protection under the Copyright and Related Rights Act, and may not be used in any way without the prior written consent ofSGBiTech.com.

Any unauthorized use of the materials published on the Site without the permission of SGBiTech.com, represents a violation for which the violator bears civil, administrative and criminal liability in accordance with the current Bulgarian legislation.

SGBiTech.com does not allow the use in any way of the content of the Site by visualizing all or part of the materials published on it on another site.

The reference to materials on the Site from other sites is admissible if it is made in accordance with good manners and commercial practice and if the reference and the ways of presenting the link do not raise doubts about the authorship of SGBiTech.com on the materials so that Visitors are not misled.

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Greetings from the Team of Serenity Group Bulgaria ltd.!

Web Design: SGB iTech

Best Regards,
SGB iTech / Serenity Group Bulgaria ltd.
Phone: 
+359 882 500 015
E-mail: 
[email protected]
Website:
www.SGB-iTech.com

 
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