Definition of terms used in this document
“Service” or “services” refers to the technical assistance, and/or the process of providing technical assistance, that My Tech Fellow offers and any options therein.
“Caller” is any individual or individuals who willingly contact a representative of My Tech Fellow. Methods of contact include, but are not limited to, telephone, email, and internet chat. Communication of a My Tech Fellow representative with a “caller” does not imply that any services have been rendered.
“Customer” is any individual or individuals who willingly choose to utilize one or more services offered by My Tech Fellow.
“Customer” also describes any individual or individuals utilizing one or more services offered by My Tech Fellow, but who has a “caller” contact My Tech Fellow to represent them.
“Utilization” or “utilize” is the action of a caller willingly receiving one or more of the services offered by My Tech Fellow.
“Technology” refers to any desktop computer, portable computer (laptop), tablet or smartphone. Desktop computers typically have a monitor (screen), mouse and keyboard attached to them. Laptops are all inclusive and can also be referred to as a “computer”. Tablets and smartphones are typically mobile devices with a touchscreen running a specific mobile operating system such as, but not limited to, iOS and Android. The term also refers to devices including but not limited to, networking equipment such as routers both wireless and non-wireless, consumer electronics such as televisions, blu-ray players, and video streaming devices.
“Computer peripherals” or “peripherals” are any device that attaches to a computer. Examples include, but are not limited to, printers, scanners, speakers, microphones, cameras, and external storage devices (external hard drives, tape drives, USB drives, etc.).
“Software” is any program that can be placed, installed, and/or used on a computer, mobile phone or tablet device.
Acceptance of policy
Upon utilization of one or more of the services offered by My Tech Fellow, the customer automatically accepts all the terms and policies detailed in this document. The caller bears the right to reject one or more of the terms and policies described in this document. If a caller rejects the terms and policies described in this document, My Tech Fellow reserves the right to refuse service to that caller.
Modification of terms and policies
My Tech Fellow bears the right to modify any information in this document at any time. My Tech Fellow is not obligated to provide prior warning, or post notification, to any individual or individuals of modifications to this document.
Types of services available
All options refer to My Tech Fellow home or consumer service options, as well as My Tech Fellow business service options.
“Monthly Unlimited Support Plan” – a customer pays an upfront fee for technical assistance, followed by an ongoing monthly charge (recurring payment) for continued support for one or more technology devices or computer peripherals in which they maintain ownership of, in their home. The “unlimited” feature allows household members to contact My Tech Fellow as many times as needed as long as the plan remains active. This option is billed ongoing for 1 month at a time and will automatically recur unless a cancellation of services is initiated. Re-occurrence of the same technical issue will be covered as long as the customer is active (current on payment, both for the initial rate and/or monthly ongoing cost) and for a period of 10 days from the original date of resolution if the account is no longer current and/or active. Any subsequent issues beyond the period of inactivity and non-payment that require additional assistance by My Tech Fellow will be subject to additional fees; this is regardless of how similar in nature the subsequent issue(s) is/are.
“Yearly Unlimited Support Plan” – a customer pays an upfront fee for technical assistance, followed by an ongoing yearly charge (recurring payment) for continued support for one or more technology devices or computer peripherals in which they maintain ownership of, in their home. The “unlimited” feature allows household members to contact My Tech Fellow as many times as needed as long as the plan remains active. This option is billed for 1 year at a time and will automatically recur unless a cancellation of services is initiated. Re-occurrence of the same technical issue will be covered as long as the customer is active (current on payment, both for the initial rate and/or monthly ongoing cost) and for a period of 10 days from the original date of resolution if the account is no longer current and/or active. Any subsequent issues beyond the period of inactivity and non-payment that require additional assistance by My Tech Fellow will be subject to additional fees; this is regardless of how similar in nature the subsequent issue(s) is/are.
“Data Backup” – a customer pays an upfront fee for cloud data backup services, followed by an ongoing monthly charge (recurring payment) for continued data backup services, which include support for all data backup service related issues or questions. This service is billed ongoing for 1 month at a time and will automatically recur unless a cancellation of services is initiated. My Tech Fellow may utilize 3rd party software and services to provide the data backup capability. Support is typically handled exclusively by My Tech Fellow representatives.
“Software” – a customer pays an upfront fee for anti-virus and/or anti-spyware software, followed by an ongoing yearly charge (recurring payment) for continued software updates. This service is billed ongoing for 1 year at a time and will automatically recur unless a cancellation of services is initiated. My Tech Fellow may utilize 3rd party software and services to provide the software. Support is handled exclusively by My Tech Fellow representatives.
The amount that the customer is going to be charged relies upon which service option or options they choose to utilize.
When a customer agrees to utilize one or more My Tech Fellow services, it is the customer’s obligation to provide payment prior to the service being initiated. The customer bears the right to refuse payment for the services, but My Tech Fellow then bears the right to refuse service to that individual or individuals.
Credit Card & Debit Card Use
My Tech Fellow accepts all cards that have either a Visa, MasterCard, American Express or Discover card logo on them.
Any customer providing credit card or debit card information over the phone must be at least 18 years of age. If the customer does not have a credit card or debit card, the individual of whose credit card or debit card they will use must be present at the time of the call. Otherwise, My Tech Fellow bears the right to refuse service to the caller.
If any or all of the customer’s credit/debit cards fail authorization, My Tech Fellow bears the right to refuse services to that customer.
My Tech Fellow may utilize “AVS”, or “Address Verification Service”, in addition to the standard credit/debit card approval methods. This supplies an additional layer of security. Customers may be denied service based on the failure of the AVS check.
My Tech Fellow may securely store credit/debit card data for billing purposes. This information is typically stored on a 3rd party secure payment gateway and My Tech Fellow does not have access to any complete card numbers.
My Tech Fellow maintains the highest level of security compliance and is verified “PCI DSS Compliant“.
My Tech Fellow supports computers, computer related devices, mobile phones (such as smartphones), tablets, software, and most consumer electronics. Computer-related devices typically are referred to as “peripherals” as mentioned above. But support expands to “any technology that assists a computer or other technology device in performing one or more functions”. This includes, but is not limited to, support for issues such as viruses and malware, routers and modems, and assistance with software packages such as Antivirus software. As new technology arises, it is left to the discretion of My Tech Fellow if any other technologies will be added to the scope of support. My Tech Fellow reserves the right to decline service for any issue, device, product or item for any reason at our discretion.
Responsibilities of My Tech Fellow
It is the responsibility of My Tech Fellow to provide customers with competent and timely solutions to their technology problem(s). My Tech Fellow representatives strive to provide excellent service. If the technician cannot resolve the issue via a remote connection, the technician is required to instruct the customer as to what needs to be done to resolve the issue.
The customer should be aware that while My Tech Fellow technicians are expected to perform exceptionally and timely, certain circumstances and the nature of issues can cause resolution times to vary. My Tech Fellow does not guarantee resolution times and time of resolution is not a factor impacting our money back guarantee.
My Tech Fellow has partnered with a third-party firm to provide onsite support when a situation is not able to be resolved over the phone or remotely. My Tech Fellow is not responsible for any services rendered by the third party. Billing may be handled directly through the third party and My Tech Fellow is not responsible for billing errors including overages, refunds, etc. when billed by the third party firm. My Tech Fellow removes itself from all liability associated with using this third party service. Onsite services are not included in any My Tech Fellow Unlimited Support plans and they are always separate billable services.
My Tech Fellow services are in no way a warranty. Replacement of items such as hardware, components and accessories are not covered.
My Tech Fellow is not responsible for obtaining, or paying for, any software, including, but not limited to, operating systems, software applications, and drivers.
The customer is expected to provide the sales agent, support technician or any other My Tech Fellow representative, with any information requested to the best of the customer’s ability and knowledge. Withholding important information for the purpose of invoking the money back guarantee is prohibited.
The customer is expected to understand basic instructions that the technician provides to them over the phone (moving the mouse, mouse clicking, locating power buttons on devices, etc.).
The customer is also responsible for seeing the support process through to its completion.
Customer agrees to indemnify, defend, and hold harmless My Tech Fellow and its employees from and against any claims, damages, liabilities, costs, fines, penalties and expenses (including attorney and other professional fees and costs) arising out of or relating to (a) Customer use or misuse of any Software and/or Services; (b) Customer violation of the My Tech Fellow Terms of Service; (c) Customer violation of any rights of a third party; or (d) any other negligent or intentional misconduct by Customer. My Tech Fellow retains the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by Customer, in which event Customers is required to cooperate in asserting any available defenses.
Outside of Services Scope & Excessive Usage
My Tech Fellow reserves the right to limit or cancel home support plans if they are being used for any business purposes. Additionally, My Tech Fellow reserves the right to limit or cancel home support plans of customers who have excessive usage. Excessive usage of services is defined as customers who have utilized services for at least 90-days and are in the top 3% of average customer usage during that period. With either situation, My Tech Fellow would provide a pro-rated refund based on remaining time left on any plan, if applicable.
Custom Designed Software
My Tech Fellow may use custom designed software and scripts to assist in resolving an issue, reporting data system information, or automating a task. Such software may be manufactured by My Tech Fellow or manufactured by a Third-party (see section titled “Third-party Software”). To the best knowledge of My Tech Fellow, the software is fully licensed and breaks no laws when it is used on a customer’s device.
My Tech Fellow is not responsible for the unlikely scenario of such software causing damage to your device’s hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor, and/or manager.
My Tech Fellow may accept End User License Agreements on your behalf – for any My Tech Fellow designed software.
Oftentimes, My Tech Fellow will use “third-party software” to assist in resolving an issue. “Third-party software” is software that is not manufactured by My Tech Fellow. Examples of this software are virus and malware removal tools. To the best knowledge of My Tech Fellow, the software is fully licensed and breaks no laws when it is used on a customer’s device.
My Tech Fellow is not responsible for the unlikely scenario of third-party software causing damage to your device’s hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor, and/or manager.
My Tech Fellow may accept End User License Agreements on your behalf – for third party software and any My Tech Fellow branded software.
My Tech Fellow uses third-party remote assistance software to help resolve most customer issues. Remote assistance software allows the technician to remotely control a customer’s device to expedite the steps needed to resolve the issue.
This software is fully licensed and breaks no laws when it is used on a customer’s device.
The software installs a small piece of software on the customer’s device. While the software is typically harmless, My Tech Fellow bears no responsibility for unforeseen negative effects that the software has on the customer’s device.
A functioning internet connection is required on the device in which the technician intends to take remote control of. The lack of internet connectivity or a slow internet connection can make remote assistance impossible. In this scenario, the customer will need to follow the technician’s instructions to restore the device’s internet connection for the purpose of eventual remote control.
The customer bears the right to refuse a remote connection to their device. But the customer must then understand that without remote assistance, resolution of the issue will take longer and require more customer interaction.
My Tech Fellow also bears the right to refuse service, at its sole discretion, if a customer chooses to refuse a remote assistance connection.
Data Backup and Data Loss
My Tech Fellow will make their “best effort” to salvage and secure any important data on a customer’s device or notify the customer of a situation where data may be lost. However, My Tech Fellow is not responsible for notifying the customer of potential data loss, backing up data, the loss of any data or the failure/inability to retrieve previously backed up data, by the My Tech Fellow Backup Service or any other method. Unforeseen issues may occur and My Tech Fellow is not responsible for these situations during the course of our troubleshooting and support process. It is the customer’s responsibility to ensure that their data is properly backed up before engaging in any support or troubleshooting with My Tech Fellow.
Failure to maintain current payment for any data backup services provided by My Tech Fellow will automatically forfeit access to existing data backups completed by the My Tech Fellow Backup Service. Data backups will be deleted upon cancellation or non-payment of services. The customer does not own perpetual rights to their backed up data. Data is only accessible through the data backup service while the customer is a current, paying data backup service subscriber. My Tech Fellow will also cease to complete any additional data backups. Any data loss or data backups missed are not the responsibility of My Tech Fellow.
The customer may cancel standard service offerings at any time. However, cancellation of a service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.
From time to time My Tech Fellow may offer a service option that requires a commitment, either written or verbal, to pay and/or keep the service active for a specific period of time. During this time, the customer cannot cancel the service as per the binding written or verbal agreement. Any payments required to be made must continue for the duration of the agreed upon time. At which time the agreed upon time frame has ended, the customer is allowed to cancel their service. The cancellation of service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.
The customer bears to the right to receive a refund if the service process has not yet been initiated. This implies that absolutely no steps have been taken by the My Tech Fellow technician to resolve the customer’s issue or to answer the customer’s question(s). If the customer receives a refund at this time, My Tech Fellow bears the right to refuse further service to that customer.
My Tech Fellow provides a “100% money back guarantee” on the initial incident. “Initial incident” implies a situation where a customer is calling in for the first time with a specific computer or technology problem or question(s). It is the responsibility of the My Tech Fellow technician to resolve the problem and/or answer the question(s) accurately. The technician must be allowed all opportunities to resolve the issue. What is considered “all opportunities” varies depending on the nature of the issue and will be defined at the discretion of a My Tech Fellow technician, agent, supervisor, and/or manager. If the technician is unable to fully resolve the customer’s’ problem, or answer the question(s) after exhausting all possible methods of a resolution, a full refund may be issued. The customer does not have the option to end support in order to receive a refund prior to My Tech Fellow finding a solution or exhausting all opportunities to resolve the issue. The support process must be allowed to be fully vetted in order for a refund to be considered, regardless of the reason. In a situation where My Tech Fellow has resolved at least one (1) issue, even if it was not the initial incident, the money-back guarantee is no longer valid and the customer is not entitled to a refund for any services – either fully or partially.
My Tech Fellow cannot guarantee the timeframe of how long a refund will take to credit back to a customer’s card. It is typically 5-7 business days, however, My Tech Fellow has no control over of the time-frame after My Tech Fellow has processed the refund.
The customer has the option to cancel any recurring support options. A refund for already billed services is not allowed. In the case of a cancellation, the remaining duration of the customer’s service plan will be honored and future billings will cease – the technical support service is then no longer active at the end of the last billing term. My Tech Fellow does not provide partial or pro-rated refunds for time unused. Refunds are not allowed in cases of a failure to resolve issues outside of the initial billing of any service option.
If My Tech Fellow determines that an operating system reinstall is necessary to properly fix the issue(s) at hand; a refund will not be provided if the customer chooses not to continue or if the customer does not have proper legal working copies of any software that may be installed on the device or may be required for the device to fully work properly. This includes, but is not limited to, operating systems, drivers, and applications (or “apps”).
In the event a My Tech Fellow repair disc is needed to properly fix the issue(s) at hand; a customer’s refusal for usage of this disc or method is not an acceptable reason for a refund.
My Tech Fellow must be directly contacted to cancel any ongoing service. A dispute with the customer’s credit card company or bank is not a notification of cancellation nor is it a valid reason for any credit or refund.
My Tech Fellow reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, My Tech Fellow will fairly assess the situation and provide refunds when appropriate.
Failure of the data backup process, failure of data to be properly backed up, or any other data loss or retrieval issue is not grounds for the refund of any support service or data backup service.
Failure of hardware, components, and accessories after the initial incident are not grounds for a refund. My Tech Fellow will continue to support any other current technology or replacement technology. Future forfeiture of any customer hardware is also not grounds for a refund of any service fees paid either fully or partially.
All software sales, such as sales of My Tech Fellow Virus Slayer, My Tech Fellow Spyware Detective, or both together as a bundle; are final. No refunds are allowed once the transaction has been processed and the software license keys have been assigned to the customer via our payment and electronic fulfillment system. License keys must be activated within 1-year of purchase. License keys not activated within 1-year of purchase will automatically be deactivated for use by the customer.