Welcome to 24/7 Help & Advice
IMPORTANT DOCUMENTATION - PLEASE KEEP THIS AGREEMENT IN A SAFE PLACE.
24/7 Help & Advice includes:
24/7 freephone support for software and Windows queries.
Remote access to your computer so a Knowhow Expert can diagnose the problem and either resolve the problem or provide advice on how to do so.
If you need to speak to your 24/7 Help & Advice call us on 0800 032 9534.
While our Knowhow Experts will use reasonable skill and care to resolve the problems you have referred to us, we may not be able to correct your problem using our remote support service. In the event that it is not possible we will discuss alternative resolution methods.
Any software patches, upgrades or fixes applied to your system by our engineers during the remote service, are licensed to you, by us or the relevant third party licensors for your own reasonable, personal and non commercial use only, unless otherwise stated. The licensor retains all copyright and other intellectual property rights on such software.
To allow us to perform the services you must permit us access to the files held on your computer, however, we will not access or read any of the following without your explicit permission:
- My Document Folder
- Your Internet History
- Your recent documents list
- Your Internet Cache
Any personal information held on your computer which is accessed or read by our Knowhow Experts will be kept strictly confidential.
If whilst performing the service our engineers are exposed to any illegal material, it is our civic and legal responsibility to report such findings to the appropriate authorities. Any disclosure under these circumstances will not be a breach of our confidentiality.
What is not included:
- Remote access for business customers
- File servers including operating systems
- Domain and active directory based networks
- File private network (VPN) and wide area networks (WAN)
- Multisubnet networks
- Complex firewall configurations
- Corporate infrastructure hardware
- Accounting Software
Minimum Contract and Cancellation Notice
There is a minimum 3 month contract for 24/7 Help & Advice. After this period you can cancel at anytime by phoning 24/7 Help & Advice Customer Services on 0800 032 9534. No refund will be available. You may give notice of your intention to cancel your 24/7 Help & Advice Support Agreement by writing to us at the address below.
24/7 Help & Advice has no usage limit. However, we do operate a fair usage policy. We reserve the right to raise additional charges if we believe the service is being used for business purposes or we believe you are failing to take the appropriate steps to safeguard your system.
We cannot be responsible or liable to you in relation to any service regarding:
- Loss or corruption of data or records.
- Any failure by you to follow our reasonable advice, recommendations or instructions.
- You must take all reasonable precautions to protect your product from damage caused by viruses. To prevent such damage we strongly recommend that you keep all operating systems and anti-virus software up to date.
- Any loss that is not reasonably foreseeable.
Unless agreed differently with you in writing the language of this 24/7 Help & Advice Agreement and all communications relating to it will be in English and all aspects of the 24/7 Help & Advice Agreement, including negotiation and performance, are subject to English Law and the decisions of English Courts.
This Agreement does not affect your legal rights. If you require further information about your legal rights arising from the purchase of your 24/7 Help & Advice Agreement, contact your local Trading Standards Department or Citizens Advice Bureau. This Agreement provides benefits which are in addition to your legal rights.
To perform this 24/7 Help & Advice service we will require your address, email address and a contact telephone number which is able to accept incoming calls.
If your software is, or appears to be, unlicensed we cannot provide the 24/7 Help & Advice service.
We will use our best efforts to minimise disruption to your system, however, we cannot be responsible for any unforeseen consequences of our services.
Data Protection – We ask for your name and address so that we can give you an efficient after sales service. We may pass your name to companies within the DSG international group of companies or other organisations that we have carefully chosen. They may contact you with offers of goods and services. If you do not want to be contacted in this way, please write to 24/7 Help & Advice Customer Services by email or post, quoting your reference number.
Your Agreement is with DSG Retail Limited, Registered office: Maylands Avenue, Hemel Hempstead, Hertfordshire. HP2 7TG. Registered in England, number: 504877.
Phone: 0800 032 9534 Write to: Knowhow Customer Services, PO Box 1686, Sheffield, S2 5YB. England.
If you require 24/7 Help & Advice literature in an alternative format such as Braille, audio cassette or large print, please contact 24/7 Help & Advice Customer Services on 0800 032 9534.