How does the iPonto remote assistance service works?
If you are already an iPonto client you can dispose, every year, of 120 minutes for free.
To be an electable iPonto client for the free remote assistance service program you have to purchase, once a year, at least one of the paid iPonto technical assistance services.
The remote assistance free hours are not cumulative to the next months, even if not used.
The free monthly remote assistance service its valid, only and without exception, to equipments previously assisted by iPonto technicians.
All the configurations required for the remote assistance are freely included at the time of the first technical assistance service, except if renounced by the client, or not supported by the assisted equipment.
After the free period is over the following prices will take effect:
60 minutes = 13.50€ (euro)
30 minutes = 6.75€ (euro)
When the free remote assistance session is concluded the client will receive in his electronic mail address (email) an informative message containing the time spent.
If a client exceeds the free hours during a session, or have started it without free credits, will be provided with instructions for payment by: Bank transfer, NetBanking, or ATM (soon available).
After payment is cleared, an invoice-receipt of the service will be sent to the client physical address, or electronic mail address (email).
Schedule for remote assistance service:
The available schedule for remote assistance service is between 10:00 and 21:00.
You can also ask for remote assistance on a wider schedule, having in consideration that will be an iPontoSoS service and the corresponding fee will be applied on top of the regular price.
Assistance time tracking:
The initial period counting for any remote assistance session solicitation it is always of 60 (sixty) minutes.
For every non free remote assistance session solicitation, it is always applied the initial time of 60 (sixty) minutes, corresponding to 13.50€ (euro).
When the first period ends, 30 (thirty) minutes intervals are applied corresponding to 6.75€ (euro) each.
The time tracking it's initialized at the moment the remote connection is accepted in the equipment to be assisted.
Requirements for remote assistance sessions:
Equipment conditions - The equipment must be capable of being turned on during the entire remote assistance session, except if by explicit instructions of the technician.
Internet - The equipment must be connected to the internet during the entire session, except if by explicit instructions of the technician.
Connectivity - The client side internet connection is his responsibility only.
Client presence - The client must watch to the entire remote assistance service and may be asked for some actions.
Equipment utilization - The client cannot use the equipment, cannot in any way difficult the technician work, cannot turn off the equipment or disconnect the internet connection during the session, except if by explicit instructions of the technician.
Free communication - The client can use free audio call during the remote assistance session. For such he must log in into skype with his account trough another equipment having audio on it, so that can be assured a good quality communication between both sides.
Paid communication - The client may call to one of the iPonto contacts, or directly to the technician if those instructions are given.
Cancelling the service during the session - The client can ask for the technician to definitely interrupt the remote assistance session, being the client responsible for all and every risks that can occur due to an unfinished service, as well as committing himself to make the payment of the time that has been assisted until then.
For service quality and control, all clients wishing to be assisted, accepts with no objections of any kind, that the sessions may be digitally recorded.
The client accepts, with no objections of any kind, that the recorded sessions are property of iPonto brand owning all and every rights.
The client understands and agree that might exist unsupported actions to be done remotely; eg: operating system install.
With no objections of any kind, the client understands, agree and accepts to comply with all the rules, terms and agreements here referred when asking for iPonto remote assistance service.
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