This policy statement refers to your use of Spriden Technology Services website at http://spridentechnology.com. Spriden Technology Services is committed to protecting our customers’ privacy. We intend to build your trust and loyalty in our services offered. “We” “Us” and “Our” mentioned herein applies to Spriden Technology Services, a limited liability company situated in the Caribbean, Trinidad West Indies. Information on this website is subject to changes or modifications which may be made from time to time without prior notice.
We do not require that a personal account be created, however we collect information upfront pertaining to your name, billing address and credit card for payment transactions rendered via use of our remote services. Your credit card information i.e. the number and expiry date is not kept or stored after final payment. We guarantee that you will not be charged unless we have completely fixed or repaired your problem. You will be notified based on our diagnostics if work carried out on your machine can be completed remotely or if it needs to be fixed onsite. Onsite servicing will be handled once you live within our geographical location.
Personal Use of your Information
We use your information such as your “name, company, email, phone number, work address” to communicate with you information you requested and for onsite visits of products and services as per your requirement (See our Terms of Service below for further detail). Upon your request or consent information pertaining to you will also be given to our vendors and suppliers to increase your service offerings. Periodically we may also have discounts which we will like to share with you. We therefore keep a record of this information on our database since we regard you as a valued customer requiring a personal touch as we remember you everytime you are in need of our advice and services. Your data is kept protected from data loss, fraud and identity theft by encrypted channels and tools we use to safeguard your interest. We will not provide to any third party agency any of your information. It is our hope that your experience will allow you to continue to support us and provide updated feedback on our professional services to you in order for us to make necessary improvements.
TERMS OF SERVICE
Please read carefully before using this website.
When you use our services, you agree that you have read and understood the Terms. You must be eighteen (18) years and over to purchase any products or online service offered on this website.
References to “we”, “us”, “our” in the Terms are references to Spriden Technology Services Limited its employees, contractors or agents. “You” refers to the viewer, customer or user of this website. References to “SpridenTech” refer to our technicians. Our website address is http://spridentechnology.com
1. What we do
We provide the following services and products:
- Remotely accessing your computer (Remote Support);
- Visiting your Home or Office (Onsite Services)
(Take your hardware to our base. Before we remove your hardware, you must give us consent in doing so, in the case of a business this should be done in writing via a contract or service agreement).
- Sell you certain types of equipment, hardware or software (Sale Services). Such Sale Services (Desktops, Laptops) are available on our website or upon request by contacting us.
Our onsite services will be provided during our service hours, which are currently Monday to Saturday 9am to 6pm, but can be extended in emergency circumstances. Our remote services will be 24/7 Technical Support online.
Our services are designed to meet the needs of home users, including those who work from home and small to large size businesses. In some cases where you use a work computer and do not have administrative rights to your computer, our ability to provide services to you may be limited. If you think this may be the case, please discuss this with us.
All prices are quoted in US Dollars. Information about our services and pricing is available on our website or by contacting us at Spriden Technology Services Limited. We recommend you check the information on our website as we may change or update our pricing and information from time to time.
Please note that the prices quoted on the website are final.
2. What we need you to do
In order for us to provide you with the best services, it is important that you do certain things requested by us. If you don’t do these things, we may not be able to provide you with our services and/or you may risk losing valuable data. In the case of On-Site Services, if you do not do these things, before our visit, we may have to increase the cost of the visit to include these additional services.
If our services involve the installation of software, then you must provide our SpridenTechs with the installation disks for your operating system or software along with a product key for this software.
2.2 Backing up your software or data
Computers are complicated machines and although we take all reasonable precautions, files can be lost simply by doing routine work. You acknowledge and agree that it is your sole responsibility to back up all software and data that is stored on your computer’s hard drive(s) and/or any other storage devices you have before we provide any services to you. If for some reason you cannot back-up your data, we can do this for you for a fee as part of our On-Site/Remote Services if you request our data back-up service which is provided pursuant to these Terms. If you choose not to back-up your data, either yourself or through us, you do so at your own risk and agree that we will not be responsible at any time for any loss, alteration or corruption of data or files relating, either directly or indirectly from the provision of our services.
3. On-site Services
On-Site Services involve our SpridenTechs or our contractors visiting you at your home, work location (Premises) , or other locations requested by you. When we visit your Premises, you must acknowledge that you have read and understood these Terms before we will provide our services to you.
You must ensure that a person of at least 18 years of age is present for the duration of the provision of On-site Services.
You must provide our SpridenTechs with access to the areas of your Premises necessary to provide services, necessary passwords to your computer, a safe working environment and working space, electrical power and internet access (where applicable).
You acknowledge that if our SpridenTechs arrive at your Premises and such things are not provided, we may not be able to provide you with our services and you may be charged a cancellation fee (US$40).
4. Remote Services
Spriden Technology Services Limited will first review and diagnose your IT problem in Real Time for Free to determine if it can be completed remotely. All Remote Services require that you provide us with your credit card details prior to commencement of fixing the problem. You will only be charged when the problem has been satisfactorily rectified.
We will not be able to provide remote Services unless we are given remote access to your computer. We cannot gain access to your computer remotely unless you have given us your permission and you have downloaded the software onto your computer to allow us to do so. When you download that software you agree to our Terms and any other terms and conditions relating to that software.
When we access your computer remotely, we will respect your confidentiality and the privacy of your information.
5. We respect your privacy and the confidentiality of your information
When you provide your personal information to us, Spriden Technology Services Limited will give you the choice as to whether or not you wish to receive further information about special offers, promotions and changes to our products and services. If you indicate that you do not wish to receive these, we will not contact you further for these purposes.
If you do not indicate such a preference, it will be taken as consent to us to contact you on information that may be of interest to you relating to Spriden Technology Services Limited products and/or services. This consent will be taken to apply until you inform us that you do not wish to be contacted further.
5.1 Online Payment Security
Your security and privacy is most important to us. We therefore use a secure payment system to handle our online credit card processing. They accept all major credit cards including MasterCard and Visa. Their proprietary technology guarantees fraud prevention, safety, security and privacy.
Safe Secure Ordering: They use special encryption technology, so that the information you submit remains private. By following the steps provided for payment you would input your credit card information, in a highly secure and monitored environment.
Because your credit card information is not stored on our database you have to resubmit it each time you place an order or require a service. We feel the security benefits to you (“our customers”) outweigh the inconvenience of having to re-enter your information each time you place an order or require a service.
6. Service Payment and Charges
All payments for remote services must be by made by credit card only. For onsite services, cash or certified cheque (Payable to Spriden Technology Services Limited) is required.
Customers have the option to pay for products such as laptops and desktops either online or via certified cheques or cash in person.
If we supply you with additional hardware and software you will be charged for such software or hardware.
6.1 Service Guarantee and Warranty
If you are not satisfied with our service, please call 1-868-730-TECH(8324) for further assistance and resolutions.
If we cannot provide you with a solution to your problem, we will not charge you for our services. In some cases, the solution may be that you need to upgrade or replace your software or hardware. If we advise you to do so and you choose not to upgrade or replace your software or hardware, you acknowledge that we have met our commitment to you by providing you with a solution to your problem, whether or not you choose to implement that solution.
We also warrant our Remote Services for 5 days and our On-site Services for 14 days. If you notify us of a problem with the services already obtained, (i.e. recurrence of the same issue) within the stated period, we will work to provide an alternative solution to your problem quickly at no additional cost to you.
You acknowledge that computers are complicated and sometimes problems are more deeply rooted or complicated than initially diagnosed. You also acknowledge that the fact that a problem occurs with your computer within the warranty period may be unrelated to the work we performed for you and is therefore outside the scope of our services guarantee.
When we sell you equipment, hardware or software, we do so on behalf of a third party manufacturer or licensor. If there is a problem with any equipment or hardware we provide you, your remedy may rest with the manufacturer or licensor of such equipment, hardware or software.
We do not warrant that the operation of any software we install or service will be uninterrupted or error free. You acknowledge that software (and information technology and communications products generally), including your software, may have errors and may encounter unexpected problems, and accordingly, you may experience downtime and errors in the use of software. You also acknowledge that your use of such software may be subject to a third party licence.
We also reserve the right to discontinue providing any or all services if, in our reasonable opinion:
- the minimum system requirements are not met or your technical needs (including wiring or overcoming physical or technical barriers) or other requirements are
- unusual or extensive and beyond the scope of our services;
- we consider that your equipment is beyond reasonable service repair;
- our Spriden Tech/Contractor is concerned for his or her safety; or
- any other factor or event beyond our reasonable control prevents us from providing the necessary services to you.
7. Cancellations, Refunds and Returns
A cancellation fee of (US$40) may be payable if you cancel your onsite service request and do not give us at least 4 hours notice of such cancellation and when you do not meet our specified requirements before we come to your business premises.
You will be refunded 100% of your service fee only in cases where our technicians have not been able to provide you with an alternative solution to a recurrence of your IT problem that falls within both the onsite and remote services warranty period as stated in (Terms of Service 6.1). You are required to retain and submit all records pertaining to our service transactions when submitting a refund request. The refund process will take two (2) weeks and must be sent to us within 48 hours from the date the technician was unable to provide an alternative solution. However, if Spriden Technology Services Limited determines that the refund request may be made via fraudulent or abusive means it may be rejected and further investigation will be required before any refund is given to the customer.
Spriden Technology Services may be limited in the following circumstance:
Shipping fees/or return shipping of products are the sole responsibility of the customer. Products sold from a third party manufacturer/direct warranty must be returned directly to the product manufacturer for repairs or replacements. For these items, the warranty policy normally states that for any returns or repairs be requested and processed directly by the customer or user of the item or product.
8. Limitation of Liability
Spriden Technology Services Limited shall not be held liable for any damages whatsoever, and in particular Spriden Technology Services shall not be liable for any special, indirect, consequential, or incidental damages, damages for loss of profits, loss of revenue, or loss of use, arising out of or related to this website or the information contained in it, whether such damages arise in contract, negligence, statue, law.
Spriden Technology Services, nor its employees, contractors, agents can be held liable for any hardware, software, or intellectual property damage resulting from the use or misuse of this or any associated program or utility by the user or any third party.
9. Copyright Notice
The materials provided throughout the Website including, but not limited to, all information, text, messages, images, photos, illustrations, icons, literature, technical information and other content or materials on the Website, as well as the company and layout of the Website, are copyrighted. You may access materials on the Website solely for your personal and non-commercial use. You agree that you will not use the Website in any manner that could damage, disable, overburden, or impair the Website or interfere with any other parties use and enjoyment of the Website.
These Terms will be governed by and construed in accordance with the laws of Trinidad and Tobago.