1. General Provisions
1. The "Remote Support" service, hereinafter referred to as "Support", is offered by employees of the Implementation and Service Department of C&C Partners Sp. z o.o., hereinafter referred to as "Support Team" or "Technicians".
2. Placing a service order signifies the Client's full acceptance of these Terms and Conditions and the price list available at www.ccpartners.pl.
3. Using remote connection software, the Technician carrying out the service gains access to the keyboard and on-screen cursor of the Client's computer.
4. The Support Team ensures that the Client can observe all actions performed by the Technician on the Client's screen.
2. Conditions for Providing Support
1. An active Internet connection on the Client's computer is a prerequisite for the provision of the support service. In some cases, obtaining Internet access (e.g. via a mobile network) may involve additional charges, which are borne by the Client.
2. A condition for the provision of the service is the installation by the Client of remote connection software on the computer subject to the intervention. The Client shall personally download and launch the software from www.ccpartners.pl. If downloading the software is not possible, it may be provided in an alternative form.
3. Access to the devices covered by the service is also required.
4. The Technician carrying out the service shall not perform any actions other than those directly related to providing support within the scope described in the request. The Client declares that they are authorised to use the computer and computing resources on which the support service will be performed. The Client declares that they hold a backup copy that would allow restoration of the state prior to the support intervention if necessary.
5. The Client undertakes to be present at the computer on which the support service is being performed throughout its duration, to observe the Technician's actions and to cooperate with the Technician during the service.
6. The Support Team undertakes to exercise due diligence during the performance of support by its Technician and to maintain confidentiality with respect to any confidential information disclosed by the Client.
7. Support must be scheduled at least two business days in advance.
3. Scope of Services
The service covers assistance with the configuration and technical support in diagnosing faults in systems and equipment supplied by C&C Partners.
4. Service Procedure
In most cases, the support service is carried out as follows:
1. Gathering the necessary information about the problem that has occurred.
2. Identifying the cause and making a diagnosis.
3. Selecting a solution and implementing it remotely using specialist software provided by the Support Team.
4. The service is considered completed upon resolution of the Client's problem, subject to point 5.
5. Failure to resolve the problem due to a technical fault (device defect) or other circumstances beyond the control of the Support Team cannot be subject to a complaint by the Client. In cases where the repair cannot be carried out remotely, an alternative method of intervention will be proposed.
5. Disclaimer of Liability
1. The Support Team shall not be held liable for interruptions in Internet access resulting from failures or malfunctions of IT systems beyond its control, nor for interruptions arising from scheduled maintenance work on its IT systems.
2. The Support Team shall not be held liable for the consequences of any actions or omissions by the Client that are contrary to the guidance provided by the Technician during the consultation.
3. The Support Team shall not be held liable for the quality of the Internet connection to the Client's computer.
4. The liability of the Support Team in connection with the provision of support is limited solely to the amount of the agreed service fee and does not cover any other financial damages that may be incurred by the Client.
5. The Support Team shall not be held liable for the loss of data, software or software settings caused by service work. The Client is obliged to back up any data important to them.
6. The Support Team shall not be held liable for damage caused by malicious software installed on the Client's computer. Such software may cause the deletion of important files, which is beyond the control of the Support Team.
6. Service Availability
1. The date and time of the support session is subject to prior arrangement with the Support Team.
2. The service is provided Monday to Friday, between 08:00 and 16:00.
3. If support is required outside the hours specified in point 2, the service is priced on an individual basis.
7. Payments and Billing
1. Upon completion of the service, the Support Team issues a VAT invoice and sends it to the address provided by the Client.
2. The Client pays the service fee after its completion, on the basis of the received VAT invoice.
3. In the event of failure to pay the service fee by the due date specified in point 1, the Support Team reserves the right to charge late payment interest.
4. The service price list is available at www.ccpartners.pl.
8. Final Provisions
1. Any disputes related to the operation of the support service shall be settled by the competent common courts with jurisdiction over the registered office of C&C Partners Sp. z o.o.
2. The Support Team reserves the right to amend these Terms and Conditions. The current Terms and Conditions are available at www.ccpartners.pl.
3. Matters not regulated by these Terms and Conditions shall be governed by the applicable provisions of generally applicable law, in particular the Act of 23 April 1964 — Civil Code (Journal of Laws of 1964, No. 16, item 93, as amended) and the Act of 4 February 1994 on Copyright and Related Rights (Journal of Laws of 1994, No. 24, item 83, as amended).