Provider: Fix PC Express PTY LTD (www.fixpc.co.za)
Applicability: On-Demand Ad-Hoc Remote Support Requests
1. SCOPE OF WORK & REMOTE ACCESS AUTHORIZATION
1.1. By submitting this support request, the Client explicitly grants permission to FixPC and its appointed technical engineers to establish a secure, remote desktop connection to their computer system or device for diagnostic, maintenance, and repair purposes.
1.2. The Client understands that they must remain at their computer for the duration of the session to input local administrative passwords, download the necessary lightweight remote software agent (e.g., AnyDesk or RustDesk), and provide the technician with the unique connection access code.
2. THE LABOUR HOUR & PRICING STRUCTURE
2.1. Flat-Rate Support Fee: On-demand, ad-hoc remote support requests are billed at a flat rate of R199 per standard intervention.
2.2. Definition of a Support Instance: A single support instance covers troubleshooting for a pre-selected individual issue (e.g., configuring an email account, resolving a printer connection, or optimization of startup lag).
2.3. Minimum Billing Increment: Support time is billed in minimum increments of one (1) full hour per logged ticket. If the technical intervention is successfully completed within 15 minutes, the baseline flat rate of R199 remains fully applicable and payable.
2.4. Out-of-Scope Upgrades: If the technician diagnoses a critical underlying fault requiring deep troubleshooting exceeding standard timeframes, or if physical on-site intervention is deemed mandatory, the technician will pause the session and present a revised quotation before any additional billing occurs.
3. PAYMENT TERMS & DEBT ACCOUNTABILITY
3.1. Invoicing: Upon submission of this request, a formal quote/invoice will be generated and dispatched to the Client’s verified email address.
3.2. Payment Timeline: Payment is due upon receipt of the invoice. Depending on the operational route advised by the technician via WhatsApp, the Client agrees to provide a verifiable electronic Proof of Payment (POP) via email/WhatsApp either:
- Prior to the remote connection being established, or
- Immediately upon the successful resolution of the technical fault.
3.3. Accepted Methods: Payments must be made via electronic funds transfer (EFT) using the banking details detailed on the invoice.
4. DATA SECURITY, PRIVACY & CLIENT RESPONSIBILITY
4.1. Data Security: The remote connection utility utilizes enterprise-grade end-to-end encryption. Once the support session is closed by either the Client or the technician, the connection token expires permanently. FixPC cannot re-access the Client’s system without a newly generated code provided by the Client.
4.2. Client Data Backups: While FixPC takes extreme care when interacting with Client operating systems, technical troubleshooting carries an inherent risk of data fluctuation. The Client acknowledges that they are solely responsible for backing up all critical personal data, files, and intellectual property prior to the session. FixPC shall not be held liable for any data corruption, file loss, or software conflicts arising during the repair process.
4.3. Privacy Compliance: FixPC strictly operates within the boundaries of the Protection of Personal Information Act (POPIA). Any personal information, file directories, or credentials accessed incidentally during troubleshooting are kept strictly confidential and will never be stored, shared, or processed maliciously.
5. LIMITATION OF LIABILITY
5.1. FixPC provides remote technical assistance on a best-effort basis. Due to the unpredictable nature of computer hardware and software dependencies, FixPC does not guarantee that every specific error can be completely resolved remotely.
5.2. FixPC, its directors, and its technicians shall not be held liable for any indirect, consequential, or incidental financial losses, business interruptions, or system downtimes suffered by the Client as a result of a technical system failure or during the execution of remote support services.