Remote support service terms

1. Service scope

The portal allows clients to create incidents, communicate with the support team, start remote support workflows, and track billed sessions associated with prepaid balance.

2. Access and accounts

• Each user is responsible for keeping their credentials confidential.
• Company accounts may create internal subusers with limited permissions.
• The service may automatically close inactive sessions for security reasons.

3. Prepaid balance and billing

• Support is provided against prepaid balance available in the customer wallet.
• Support sessions may reserve part of the balance before the intervention starts.
• Final charges depend on the configured rate and the billable duration of the support session.

4. Tickets and remote sessions

Each incident may generate ticket history, support chat, remote access reference, session timing and administrative reconciliation records. The customer must provide truthful and useful information to allow the technical team to deliver the service.

5. Responsible use

The portal must not be used for unlawful purposes, abusive access attempts, credential sharing outside authorised teams, or any use that may compromise the platform, support staff or third parties.

6. Service limitations

ExpertoIT Support will apply reasonable technical and organisational measures to maintain service continuity, but availability may depend on infrastructure providers, email services, payment providers and remote access tools used in each intervention.