30-Day Complimentary Insurance Plan
For 30 days after the date of installation, Cliqk provides unlimited support for hardware and software issues related to Cliqk-installed products.
For each incident, we will first attempt to troubleshoot remotely via email, instant message, text, or phone. If the issue cannot be resolved remotely, we will send a technician (”Cliqk MD”) to your home. An on-site troubleshooting session costs $19 (”co-pay”) per visit, within the first 30 days.
Cliqk 365 — Annual Insurance Plan
Cliqk 365 provides one year of unlimited support incidents for hardware and software issues related to Cliqk-installed products.
For each incident, we will first attempt to troubleshoot remotely via email, instant message, text, or phone. If the issue cannot be resolved remotely, we will send a technician (”Cliqk MD”) to your home. An on-site troubleshooting session costs $19 (”co-pay”) per visit.
The price for Cliqk 365 varies depending on the package (on complexity and probability of support calls).
Pay-Per-Incident Support Plan
If your Cliqk-installed products aren’t covered by our 30-day complimentary support or Cliqk 365, you can purchase a single incident of support for $29 per incident.
For each incident, we will first attempt to troubleshoot remotely via email, instant message, text, or phone. If the issue cannot be resolved remotely, we can send a technician (”Cliqk MD”) to your home for $299 per incident.
Terms and Conditions
BY CONTACTING CLIQK FOR SUPPORT SERVICES OFFERED UNDER A SERVICE PLAN REFERENCED BELOW (“SERVICE PLAN”) OR REGISTERING A SERVICE PLAN WITH CLIQK, THE INDIVIDUAL OR ENTITY (”CUSTOMER”) AGREES THAT THE FOLLOWING TERMS AND CONDITIONS (“TERMS AND CONDITIONS”) GOVERN THE DELIVERY OF SUPPORT SERVICES UNDER THE APPLICABLE SERVICE PLAN. WITH RESPECT TO SUPPORT SERVICES THAT ARE GOVERNED BY THESE TERMS AND CONDITIONS, IF CUSTOMER DOES NOT AGREE TO THESE TERMS AND CONDITIONS, CUSTOMER SHOULD NOT CONTACT CLIQK OR REGISTER THE SERVICE PLAN. TO CANCEL A PURCHASED SERVICE PLAN AND RECEIVE A REFUND OF ANY MONEYS PAID, CUSTOMER SHOULD CONTACT CLIQK, AS DESCRIBED BELOW. A SERVICE PLAN WILL BE EFFECTIVE WHEN CLIQK ACCEPTS CUSTOMER’S REGISTRATION (“EFFECTIVE DATE”).
Upon acceptance of Customer’s registration, Cliqk will provide support services (“Support Services”) on products we sold and installed (“Supported Products”) for the applicable Service Plan, all as described under “Service Plans” above. Cliqk reserves the right to amend the Support Services provided and/or Supported Products covered under a Service Plan, at any time, by posting updates to the Terms of Service Page. Cliqk will not amend the Support Services and/or Supported Products in a way that (i) reduces the level of effort Cliqk provides under the Support Services, or (ii) materially impacts Cliqk’s obligation to deliver the Support Services, or (iii) materially impacts the rights that Customer receives under the Support Services. For any updates that affect Customer’s Service Plan, Cliqk will notify Customer of the update via the electronic mail address registered by Customer no less than thirty (30) days prior to its posting.
1. Support Incident
A Support Incident is a specific, discrete problem whose origin can be isolated to a single cause. Cliqk will make reasonable efforts to resolve a Support Incident but does not guarantee that Support Incidents will be resolved. Cliqk, in its sole discretion, will determine what constitutes a Support Incident and to the extent permitted by law if the Support Incident is resolved.
Generally, a Support Incident is resolved when Customer receives one of the following:
- Information that resolves the problem
- Information on how to obtain a software solution that will resolve the problem
- Notice that the problem is caused by a known, unresolved issue or an incompatibility issue with a Supported Product
- Information that identifies the problem as being resolved by upgrading to a newer release of the Supported Product
- Notice that the problem has been identified as a hardware equipment issue
2. Response Times
Cliqk will make reasonable efforts to respond to a Support Service request within a reasonable time but does not guarantee that a response will be provided within a specific time period. All Response Times are measured in accordance with our hours of operations, 9am to 6pm, Monday through Friday.
3. Technical Contact
Support Services are provided to a single person designated by Customer at time of registration. Technical Contact is the sole liaison between Customer and Cliqk for technical support.
Cliqk will not provide Support Services relating to problems or issues arising out of or from:
- Issues that could be resolved by upgrading a Supported Product
- The use or modification of a Supported Product in a manner for which the Supported Product is not intended to be used or modified
- Third-party products or technologies and their effects on or interactions with a Supported Product
- Damage to the media on which a Supported Product is provided
- The hardware on which a Supported Product is installed
- Use of a hardware product that is incompatible with a Supported Product
- Issues relating to Internet, email, file management, network configuration, scripting, programming, compiling, debugging, infrastructure design, content creation, content customization, multimedia project planning/design, resource management, budgeting, training, or other issues not within the scope of the Support Services.
To receive Support Services, Customer must register the Service Plan and follow the access instructions provided by Cliqk. Customer is responsible for all fees in establishing and maintaining email and telephone communications with Cliqk. Customer will cooperate with Cliqk when seeking Support Services by providing information necessary to assist Cliqk diagnosing an issue. Customer is responsible for any and all restoration or reconstruction of lost or altered files, data, or programs. Customer will maintain and implement a complete data backup and disaster recovery plan. Customer is solely responsible for any and all security of its confidential, proprietary or classified information. Customer will not disclose to Cliqk confidential, proprietary or any information that is subject to intellectual property rights that may expose Cliqk to liability. Customer will have a reasonable understanding of the Supported Products for which it seeks Support Service and the system that it is operating on. Customer may not transfer Support Services to a third party. Support Services are provided for the internal use of Customer only, and any unauthorized distribution of the Support Services will be grounds for immediate termination of these Terms and Conditions. Customer will take reasonable measures to prevent the unauthorized distribution and use of Support Services. Customer will not abuse its receipt or use of Support Services, including but not limited to, accessing Support Services for issues that have already been resolved.
On Site Access
A Cliqk MD (our technician) must receive full access to the products to be serviced, access to Customer’s residence or place of business, Customer’s consent and cooperation to enter Customer’s residence or business, and a safe working environment, working space and electrical power. If a Cliqk MD arrives at the scheduled service time and determines that he/she does not reasonably have the access, cooperation, or safe working area described in the previous sentence, then services may be denied and the time spent traveling to Customer’s destination will be charged to Customer.
Remote Access Support Services
As part of a Service Plan, Cliqk may provide Support Services via Internet remote access, whereby it will access, and if permitted by Customer, control and gather information on Customer’s computer through the installation and use of remote access software. Installation and use of the remote access software by Customer indicates its permission for Cliqk to provide Support Services in this way. All or portions of the remote access software files may remain on Customer’s computer after the Support Service session is finished. Title to the remote access software and all intellectual property rights included therein remains with Cliqk Inc. and/or its licensors. Customer may not disassemble or reverse engineer any portion of the remote access software. While remote access Support Services are provided, Cliqk will only access, control and gather information on Customer’s devices that it reasonably believes is necessary to analyze and provide assistance for the Support Incident. Cliqk recommends that Customer close all files and applications that are not pertinent to the Support Incident. The remote access software or the features of Customer’s computer will allow Customer to terminate the remote access Support Service session at any time.
Important - Cliqk may be obligated as a matter of law and policy to report to law enforcement certain images if viewed during a session.
Disclaimer of Warranty
ALTHOUGH CLIQK CANNOT GUARANTEE THAT A SUPPORT INCIDENT WILL BE RESOLVED, CLIQK WILL MAKE REASONABLE EFFORTS TO PERFORM SUPPORT SERVICES UNDER THE SERVICE PLAN IN A PROFESSIONAL MANNER. TO THE EXTENT PERMITTED BY LAW, THE EXPRESS WARRANTY AND REMEDIES SET FORTH HEREIN ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL OR WRITTEN, STATUTORY, EXPRESS OR IMPLIED. AS PERMITTED BY APPLICABLE LAW, CLIQK AND ITS LICENSORS SPECIFICALLY DISCLAIMS ANY AND ALL STATUTORY OR IMPLIED WARRANTIES, RELATED TO OR ARISING IN ANY WAY OUT OF THESE TERMS AND CONDITIONS, INCLUDING ANY IMPLIED WARRANTY OR MERCHANTIBILITY OR FITNESS FOR A PARTICULAR PURPOSE.
Limitation of Liability
TO THE EXTENT PERMITTED BY LAW, CLIQK’S AND ITS LICENSOR’S LIABILITY UNDER THESE TERMS AND CONDITIONS IS LIMITED TO THE AMOUNTS PAID BY CUSTOMER FOR THE SERVICE PLAN ORDERED BY CUSTOMER. IN NO EVENT SHALL CLIQK AND ITS LICENSOR HAVE ANY LIABILITY FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOST PROFITS, LOSS OF DATA, LOSS OF USE OR EQUIPMENT OR FACILITIES, OR INTERRUPTION OF BUSINESS, ARISING IN ANY WAY OUT OF THESE TERMS AND CONDITIONS UNDER ANY THEORY OF LIABILITY, WHETHER OR NOT CLIQK AND ITS LICENSORS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.
IF CUSTOMER IS COVERED BY CONSUMER PROTECTION LAWS OR REGULATIONS IN ITS COUNTRY OF PURCHASE OR, IF DIFFERENT, ITS COUNTRY OF RESIDENCE, THE BENEFITS CONFERRED BY THESE TERMS AND CONDITIONS ARE IN ADDITION TO ALL RIGHTS AND REMEDIES CONVEYED BY SUCH CONSUMER PROTECTION LAWS AND REGULATIONS. SOME COUNTRIES, STATES AND PROVINCES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES OR EXCLUSIONS OR LIMITATIONS ON IMPLIED WARRANTIES OR CONDITIONS, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO CUSTOMER. THESE TERMS AND CONDITIONS GIVE CUSTOMER SPECIFIC LEGAL RIGHTS, AND CUSTOMER MAY ALSO HAVE OTHER RIGHTS THAT VARY BY COUNTRY, STATE OR PROVINCE.
Term and Termination
Unless terminated earlier in accordance with this section, a Service Plan will continue for a term of twelve (12) months from the Effective Date. Cliqk will not provide Support Services beyond the end of the Service Plan unless your Service Plan is renewed on or before its termination date. Cliqk may terminate a Service Plan at any time (a) if after providing Customer no less than fifteen (15) days prior written notice, Customer fails to pay fees due for a Service Plan, or (b) if after providing Customer no less than thirty (30) days prior written notice, Customer fails to cure a breach of these Terms and Conditions, or (c) if Customer breaches a term of any software license agreement governing the use of software provided under a Service Plan. Except as otherwise provided by law and provided no Support Services have been received by Customer, Customer may cancel a Service Plan for any reason within thirty (30) days of the Service Plan’s purchase date or Effective Date, whichever occurs later, and receive a refund of all sums paid. Refund requests must be sent in writing, together with applicable proof of purchase to firstname.lastname@example.org.
Additional Services or Software
Any additional services provided, as part of a Service Plan will be governed by these Terms and Conditions. In the event that Support Services are provided at a Customer’s project as part of a Service Plan, Customer will ensure that Cliqk is granted access to the project at the arranged time and will secure a safe working environment sufficient for Cliqk to perform the Support Services. In the event that software is provided as part of a Service Plan, such software is the copyrighted works of Cliqk Inc. and/or its licensors. Customer may install, reproduce, and use the software exclusively for the purpose of supporting the Supported Products, but, except as permitted by applicable law, may not decompile, reverse engineer, modify, rent, lease, loan or create derivative works in the software. If the software is subject to the terms of a separate license agreement, the terms of the separate license agreement will govern the use of the software.
Customer may not assign its rights or obligations under a Service Plan. Any unauthorized assignment will be void. Cliqk will not be liable for performance delays or for non-performance, due to causes beyond its reasonable control. A waiver of any breach or default under these Terms and Conditions shall not constitute a waiver of any subsequent breach or default. If a court of competent jurisdiction holds that any provision of these Terms and Conditions is invalid or unenforceable, the remaining portions will remain in full force and effect, and the parties will replace the invalid or unenforceable provision with a valid and enforceable provision that achieves the original intent of the parties and economic effect of the Terms and Conditions. These Terms and Conditions, including any additional terms referenced herein, constitute the entire agreement between Cliqk and Customer with regard to the Service Plan and the Support Services provided hereunder and supersedes all prior negotiations, agreements, and understandings with respect to the subject matter, and no addition to or deletion from or modification of any of the provisions hereto shall be binding upon Cliqk unless made in writing and signed by an authorized representative of Cliqk. Any term or condition on any order or other document submitted by Customer shall be of no force or effect whatsoever, and is specifically rejected.