Terms & Conditions – Remote Support Services

These Terms & Conditions govern the remote technical support services provided by The Good Men Enterprise(including its brands NeoStore, TechPlug, and affiliated entities). By booking or availing of our services, you agree to these terms in full.

1. Acceptance of Terms

By requesting or accepting remote support from The Good Men Enterprise, you consent to these Terms & Conditions in full.

This agreement is binding whether the session is initiated via:

• Phone
• Booking link
• Scheduled appointment
• Emergency request

Allowing our team to access your system constitutes full and informed consent to these terms, regardless of the outcome of the session.

2. Scope of Support

• Remote support is provided on a best-effort basis.
• Resolution is not guaranteed — success depends on factors such as:
  • Problem complexity
  • Internet stability
  • Device performance
  • User cooperation
• We are not liable for incomplete fixes, partially resolved issues, or cases where the problem cannot be solved remotely.

3. Issue Classification

To ensure transparent pricing, we classify all issues into Simple and Complex:

A. Simple Issues (₹499/hr + GST)

Quick fixes requiring minimal troubleshooting.

Examples:

• Basic email configuration
• Printer, scanner, or Wi-Fi connectivity issues
• Minor browser errors or app crashes
• Installing commonly used applications
• Basic OS tweaks and small performance fixes
• Simple password resets

Estimated Time: Usually up to 1 hour

B. Complex Issues (₹1,199/hr + GST)

Advanced troubleshooting involving multi-step processes, security risks, or detailed configurations.

Examples:

• Outlook configuration, PST repair, and advanced email troubleshooting
• Operating system reinstallation and driver setup
• Malware/virus detection and removal
• Advanced data backup and recovery
• Network, VPN, and firewall configurations
• Cross-platform or multi-device integration
• Deep performance optimization and diagnostics
• Server setup, security hardening, and policy-driven configurations

Estimated Time: 2+ hours depending on issue complexity

For a comprehensive list of Simple and Complex issues, refer to: Complete Issue List

4. Billing & Session Policy

1. One Session = One Computer

   Each session covers only one device.

   If we fix two computers within the same hour, billing applies separately for both.

2. Minimum Billing

   Every session is billed for at least one hour, even if resolved sooner.

3. Beyond First Hour

   Additional time is billed in 30-minute blocks.

4. Follow-Up Sessions

   Any repeat issues or additional requests after session closure are billed separately.

5. Tools & Remote Access

• We use industry-standard, encrypted tools such as RustDesk, AnyDesk, or similar secure platforms.
• The customer is responsible for:
  • Installing the required software
  • Granting access permissions
  • Ending the session securely after completion

  
  

Important: We are not liable for any security risk if the session remains open at your end after completion.

6. Data Privacy & Security

• We access your system strictly for troubleshooting purposes.
• Our engineers will never copy, modify, or delete personal data unless explicitly required and approved during the session.
• Remote access is terminated immediately after the session.
• Sessions may be monitored or recorded for training and quality purposes.

We are not responsible for privacy breaches caused by visible or open content on your screen during troubleshooting.

7. No Liability Disclaimer

While we take every precaution, The Good Men Enterprise is not responsible for:

• Loss, corruption, or deletion of files or data
• Malfunctioning updates, software conflicts, or licensing issues
• Driver installation failures or system instability
• Unintended impacts of troubleshooting actions

Backups are the sole responsibility of the customer.

8. Unattended Sessions & Idle Time

• Customers must remain present during the session for coordination and approvals.
• If a session is left idle or unattended, any activity on the device is at the customer’s own risk.
• Delays or interruptions due to customer unavailability are considered billable time.

9. Charges & Limits

• Remote support is always chargeable unless explicitly covered under a separate support plan or contract.
• Charges are based on:
  • Issue complexity
  • Time spent
  • Number of devices serviced
• Follow-up sessions, reconfigurations, and repeat problems are billed separately.
• GST is applicable on all charges.

10. Disputes & Jurisdiction

• Any disputes regarding session charges or outcomes must be raised within 24 hours of session completion.
• Complaints arising from customer negligence, lost passwords, or actions outside the session will not be entertained.
• All disputes fall under the jurisdiction of Mumbai, Maharashtra, India.

11. Scheduling, Billing & Escalation

For remote support scheduling, billing, or escalation requests, please visit:

https://support.thegoodmen.in

12. Acceptance of Terms

By booking or initiating a remote session, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.