TERMS OF USE
These terms and conditions (“Terms of Use”) outline important requirements for using Guru Tiago’s website (Guru Tiago.com) and Guru Tiago’s computer repair and support services, as well as your relationship with Guru Tiago. Please read them carefully as they contain important information, including duration, early termination fees, our right to modify conditions, liability limitations, privacy, and dispute resolution through arbitration instead of court. By using the Guru Tiago service, you agree to these terms, which will apply to all your service plans from us, including existing plans.
Agreement
These terms and conditions, along with each accepted plan order you submit, any additional terms mentioned for your plan order, the Acceptable Use Policy (AUP), and the Privacy Policy, constitute the entire agreement between you and Guru Tiago (the “Agreement”). The plan order will be part of the “Agreement” only if acknowledged by Guru Tiago in writing or by email. You must agree to these terms and conditions to be eligible to use the Guru Tiago portal (defined below) or obtain services (defined below).
Definitions
Certain terms defined in these Terms and Conditions are also used in the Acceptable Use Policy (AUP) and the Privacy Policy and are incorporated by reference into these Terms and Conditions.
- Content: Software, Materials, Services, and other related information collectively referred to as “Content.”
- You: Refers to you individually, and any person or employer on whose behalf you are acting.
- Guru Tiago: Refers to Guru Tiago and the trademark “Guru Tiago.”
- Guru Tiago Certified Technician(s): Technicians certified by Guru Tiago to perform services under this Agreement.
- Shared Services: Services provided by one part of Guru Tiago and/or its suppliers to multiple organizations or groups outside of Guru Tiago.
- Subscription-Based Plans: Tenured subscription plans offered by Guru Tiago that are active for a specified period and do not include incident-based plans like “Per Incident Plan” or similar.
Services and Guru Tiago Portal
All references to “Services” refer to any Guru Tiago service plan you enter into through the Guru Tiago website (Guru Tiago.com) or by calling Guru Tiago. These Terms of Use govern all plans available through the Guru Tiago website and any use of the Guru Tiago portal. In case of any conflict, these Terms of Use control any valid plan order form you submit requesting services (“Plan Order”).
- Materials: Any webcasts, download areas, white papers, press releases, datasheets, FAQs, product information, quick reference guides, or other downloadable works from the Guru Tiago portal, which are proprietary and copyrighted by Guru Tiago and/or its suppliers. Materials do not include the design or layout of the Guru Tiago website or any other Guru Tiago-owned, operated, licensed, or controlled website.
- Software: Any computer program, whether owned by Guru Tiago or a third party, delivered via download, CD, other media, or delivery method, including client and/or network security software. Use of Software is subject to the respective license or user agreement.
Submission of Plan Orders and Service Plans
You may order services by submitting plan orders through the Guru Tiago portal or by calling Guru Tiago. Once Guru Tiago accepts your plan order, you will receive an email at the address you provided during registration. Guru Tiago is not responsible for rendering services in connection with any plan order it has not accepted. Upon acceptance by Guru Tiago of a plan order, you will have a service plan.
Undertaking
Subject to these Terms and Conditions and other terms specific to each service plan, Guru Tiago will address your queries using commercially reasonable efforts to provide appropriate solutions. In most cases, Guru Tiago will attempt problem diagnosis and solutions through chat, email, remote access, scheduled onsite visits, or other means deemed appropriate. If remote access is used on your computer, no residual software will remain from the session; however, a text file may be placed on your computer explaining the work done. You can choose to save or delete this file. All undertakings under service plans are subject to Guru Tiago’s Limited Warranty. For more information, refer to online documentation or contact us. You agree to pay all service fees and other applicable charges as set out in the relevant plan order in accordance with the payment terms below.
Payment
Services under any plan order will be available once you have made payment according to the requirements of the corresponding plan order. Guru Tiago has no obligation to render services under any service plan if the required payments have not been made.
- Certain service plans may include a “Service Fee” and/or “Activation Fee,” payable annually (“Annual Payment Plan”) or monthly (“Recurring Payment Plan”). All payments under the annual plan must be made upfront at the start of the subscription cycle. For recurring payment plans, in addition to monthly installments of the service fee over a one-year term, a non-refundable activation fee will be charged at registration. This fee will not be refunded in case of service plan cancellation unless otherwise stated in the plan order. All fees are payable at the start of the service plan.
- When you purchase the service, you agree to a specific price and plan, which may be for one, two, or three years (“Term Plan”). All terms of service fees or other fees under any payment mode for a subscription are set forth in the applicable plan order. Some plans may offer a discount if you sign up for other Guru Tiago services (“Bundle Discount”). You agree to maintain your service and bundled services for the applicable term. If you signed up for a term plan or bundle discount, the price is valid until one of the following occurs:
- The term plan expires.
- You drop one of the Guru Tiago services required for the special rate.
- You terminate the agreement/service plan before the term expires.
- Credit Card Billing: You may need to provide a credit card number from an accepted issuer to activate your service. You authorize Guru Tiago to charge or place a hold on your credit card for unpaid charges for services or related equipment. You authorize the credit card issuer to pay any amounts described herein without requiring a signed receipt, and you agree that these charges are authorized. You authorize Guru Tiago and any billing agent to continue attempting to charge and/or place holds until all amounts are paid in full. You agree to provide updated credit card information upon request. Guru Tiago and its affiliates will not be liable for any insufficient funds or other charges incurred due to attempts to charge your credit card. If you mistakenly provide a debit card number, you authorize all charges to be applied to that debit card until you provide a credit card number. If enrolled in automatic payment or electronic funds transfer, you agree that all sums may be charged to the account provided for such payment. Payment by credit or debit card is subject to the issuer’s terms and conditions. If charges cannot be processed through your credit card, payment will proceed by cheque.
Renewal Policy
Subscriptions under the recurring payment plan will automatically renew monthly unless you notify us otherwise (“Auto Renewal”). Subscriptions under the annual payment plan do not automatically renew and expire at the end of the term plan. Your credit card will be charged the prevailing subscription charges as per the payment option you selected at registration. To opt out of auto renewal, contact our customer service at least 30 days before your subscription end date.
Refund Policy
- For subscription-based plans, a full refund will be issued if Guru Tiago has not resolved any issues within the first 30 days of the subscription. If one or more issues are resolved, the subscription service fees will not be refundable. However, Guru Tiago may, at its sole discretion, offer a refund after deducting charges for services provided.
- For incident-based plans, you will be eligible for a refund if:
- You have all prerequisites required to resolve the problem and the issue was not resolved while the account was active.
- The issue is out of scope for the particular plan.
- Seven days have not passed since the issue was last worked on by an Guru Tiago technician.
For more information, visit Guru Tiago or contact us info@gurutiago.com.
ACCEPTABLE USER POLICY (AUP) AND PRIVACY POLICY
The Guru Tiago Acceptable User Policy (AUP) and Privacy Policy are integral parts of these Terms and Conditions and are incorporated here by reference. If you have not reviewed the Guru Tiago AUP and Privacy Policy, please do so before agreeing to these Terms and Conditions. You agree that, apart from the Personal Information identified in the Privacy Policy, any information or data disclosed or sent to Guru Tiago via telephone, electronically, or otherwise, is not confidential or proprietary to you.
PERSONAL AND NON-COMMERCIAL USE LIMITATION
Unless otherwise specified, the Services, Materials, and Software are solely for your personal and non-commercial use in addressing matters covered by your Service Plan. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, distribute or sell any information, software, products or services obtained from the Services, Materials, or Software. Any Services, Materials, and Software are available only in connection with Services under a valid Service Plan.
NO UNLAWFUL OR PROHIBITED USE
As a condition of your use of the Guru Tiago.com Portal or any Services, you will not use the Materials, Software, or Services for any unlawful or prohibited purposes. You may not use the Services, Materials, or Software in any manner that could damage, disable, overburden, or impair any Guru Tiago server or network, or interfere with any other party’s use and enjoyment of any Guru Tiago.com Portal, Materials, Software, or Services. You may not attempt to gain unauthorized access to any Guru Tiago.com Portal, Materials, Software, or Services, other accounts, computer systems, or networks connected to any Guru Tiago server, through hacking, password mining, or any other means. You may not obtain or attempt to obtain any Guru Tiago.com Portal, Materials, Software, or Services or information through any means other than those specifically permitted to you under a Plan Order.
FAIR USAGE POLICY; SUSPENSION OR TERMINATION OF SUBSCRIPTION
Although Guru Tiago does not limit the number of online support requests a Subscription-based plan user may make during the subscription period, each Subscriber’s use of support services is subject to Guru Tiago’s “fair use” policy. Under this policy, if at any time, in Guru Tiago’s sole discretion, a subscription-based plan user is found to be abusing the service by exceeding the level of use reasonably expected from someone using a Subscription-based Plan for individual use, Guru Tiago reserves the right to suspend or terminate the Subscriber’s Subscription Services. Additionally, Guru Tiago reserves the right to suspend or terminate any Subscription Services of any Subscriber that Guru Tiago, in its sole discretion, determines are being used (a) fraudulently, (b) by any person other than the Subscriber, or (c) for any computer system other than a Registered System. Users may terminate the Service at any time by giving written or electronic notice to Guru Tiago; however, Users will not be entitled to a refund of any fees prepaid for the Service.
USE OF COMMUNICATION SERVICES
You agree to use the Communication Services only to post, send, and receive messages and material that are proper and, when applicable, related to the particular Communication Service. By way of example, and not as a limitation, you agree that when using the Communication Services, you will not:
- Use the Communication Services in connection with surveys, contests, pyramid schemes, chain letters, junk email, spamming, or any duplicative or unsolicited messages (commercial or otherwise).
- Defame, abuse, harass, stalk, threaten, or otherwise violate the legal rights (such as rights of privacy and publicity) of others.
- Publish, post, upload, distribute, or disseminate any inappropriate, profane, defamatory, obscene, indecent, or unlawful topic, name, material, or information.
- Upload, or otherwise make available, files that contain images, photographs, services, or other material protected by intellectual property laws unless you own or control the rights thereto or have received all necessary consent.
- Use any material or information, including images or photographs, which are made available through the Materials in any manner that infringes any copyright, trademark, patent, trade secret, or other proprietary right of any party.
- Upload files that contain viruses, Trojan horses, worms, time bombs, cancel bots, corrupted files, or any other similar services or programs that may damage the operation of another’s computer or property.
- Advertise or offer to sell or buy any goods or services for any business purpose unless such Communication Services specifically allow such messages.
- Download any file posted by another user of a Communication Service that you know, or reasonably should know, cannot be legally reproduced, displayed, performed, and/or distributed in such manner.
- Falsify or delete any proprietary rights notices, such as author attributions, legal or other proper notices, or proprietary designations or labels of the origin or source of services or other material contained in a file that is uploaded.
- Restrict or inhibit any other user from using and enjoying the Communication Services.
- Violate any code of conduct or other guidelines which may be applicable for any particular Communication Service.
- Harvest or otherwise collect information about others, including e-mail addresses.
- Violate any applicable laws or regulations.
- Create a false identity for the purpose of misleading Guru Tiago or others.
- Use, download or otherwise copy, or provide (whether or not for a fee) to a person or entity any directory of users of the Materials or other user or usage information or any portion thereof.
Guru Tiago has no obligation to monitor the Communication Services. However, Guru Tiago reserves the right to review materials posted to the Communication Services and to remove any materials at its sole discretion. Guru Tiago reserves the right to terminate your access to any or all of the Communication Services at any time, without notice, for any reason whatsoever.
Guru Tiago reserves the right at all times to disclose any information as Guru Tiago deems necessary to satisfy any applicable law, regulation, legal process, or governmental request, or to edit, refuse to post, or to remove any information or materials, in whole or in part, in Guru Tiago’s sole discretion.
Any materials uploaded to the Communication Services may be subject to posted limitations on usage, reproduction, and/or dissemination; you are responsible for adhering to such limitations if you download the materials.
LINKING
You may not create hyperlinks to any portion of the Guru Tiago.com Portal, nor any Materials or Software posted therein.
INDEMNITY
You agree to indemnify, defend, and hold Guru Tiago, its subsidiaries, affiliates, officers, directors, employees, agents, licensors, consultants, suppliers, and any third-party website providers harmless from and against all claims, demands, actions, liabilities, losses, expenses, damages, and costs, including actual attorneys’ fees, resulting from your violation of the material terms of these Terms of Use, any misuse or abuse of a Service, any use of the Service that amounts to infringement, or infringement by any other user of your account of any intellectual property or other right of Guru Tiago or any other third party. You will cooperate as fully as reasonably required in Guru Tiago’s defense of any claim. Guru Tiago reserves the right, at its own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, and you shall not settle any matter without the written consent of Guru Tiago. You agree to notify Guru Tiago immediately of any unauthorized use of your account or any other breach of security known to you.
GUESTS; LIMITED LICENSE TO USE OF GURU TIAGO.COM PORTAL
If you are not currently subscribed to a Service, you are regarded as a “Guest”. Usage of the Guru Tiago.com Portal by current Guru Tiago customers outside of the scope of a Service specified under an applicable Plan Order is also treated as a “Guest”.
As a Guest, you may use the Guru Tiago.com Portal and Materials specifically designated as available to guests for the limited purposes of (a) deciding whether to subscribe to the Services provided by Guru Tiago, (b) registering with Guru Tiago, and (c) submitting Plan Orders only. The foregoing license grant is a non-exclusive revocable license.
COMMUNICATIONS SERVICES
Guru Tiago may provide you with the use of email services, addresses, bulletin board services, instant messaging services, chat areas, newsgroups, forums, communities, personal web pages, calendars, file cabinets, and/or other message or communication facilities designed to enable you to communicate with Guru Tiago’s employees and others as appropriate to your Service under a Plan Order (each a “Communication Service” and collectively “Communication Services”). Communications Services shall only be used under an accepted Plan Order and not for any other purpose.
LIMITED LICENSES TO USE THE GURU TIAGO.COM PORTAL, MATERIALS, AND SOFTWARE
As permitted through a Service, you may use Materials and Software posted on the Guru Tiago.com Portal or made available in connection with a Plan Order, which may be available for additional purposes and/or subject to additional restrictions.
SLA
Business Support Hours: Monday-Saturday, 8:30 a.m. – 8:30 p.m.
After-Hours Emergencies: Contact info@gurutiago.com. or mail your account manager. Emergencies are defined as situations with broad impact, such as security problems or the network or email down.
After Business Support Hours: Only remote support is available during after hours on a best-effort basis.
HOW TO REQUEST SERVICE
Customers should contact Guru Tiago to report problems with services, hardware, and software. Ald
Guru Tiago Response Process
When a customer or SMB contact requests service, our staff logs a trouble ticket into our tracking system at Guru Tiago Helpdesk. The system generates a ticket number and sends the customer an email confirmation. Please note the following:
- Responses are provided during normal business hours.
- Timeframes represent best efforts; delays may occur if products need to be ordered or vendors engaged.
- Our staff provides specs and quotes within the established response timeframe for equipment orders (e.g., laptops, smartphones). Delivery timing is beyond our control.
- Problems may be resolved remotely.
- If computers or smartphones are off-site, we may not meet the published response times.
- Issues beyond our control, such as electrical failures, will be addressed promptly but may not adhere to the response timeframe.
Prioritization Guidelines and Response Times
(Note: The below SLA is a sub-contract under the subscribed Onsite Service Plan)
Guru Tiago prioritizes service requests using these general guidelines but strives to respond to all requests as quickly as possible:
| SLA | Low | Medium | High |
| Priority Description | Routine requests, maintenance tasks (e.g., account creations, updates, computer setups, directory changes, file shares, software installations, “how to” questions) | A single customer affected but still able to work, or services with functional issues (e.g., intermittent computer problems, software access issues, printer problems, lost file share access, data backup requests) | Significant impact (e.g., network inaccessibility, email down, locked accounts, virus infections, nonresponsive servers) |
| Response Time | Acknowledged within 6 hours, resolved within 12 hours (if customer provides necessary information and circumstances are within our control) | Acknowledged within 4 hours, resolved within 6 hours (if customer provides necessary information and circumstances are within our control) | Acknowledged within 2 hours, resolved within 3 hours (if customer provides necessary information and circumstances are within our control) |
Local service/VAT taxes extra. If your system is collected for repair, it will take up to 10 business days. This period may extend due to parts approval or procurement delays.
Quick Contacts and Response
- Email your “Request ID” to info@gurutiago.com.
- Track your equipment repair status online at Guru Tiago by entering your request ID for real-time updates.
- Visit Guru Tiago Helpdesk, log in as an existing customer with your registered email ID to create or track service tickets.
Equipment Repair
- If parts replacement is required, part cost will be an additional charge. Our repair team will call you for approval.
- For devices with no power/display or completely non-functional, we will diagnose and provide a detailed list of parts required. Multiple approvals may be necessary.
- Repair workmanship warranty is for 1 month, provided no other vendor has opened the equipment post-repair. Parts warranty is as per the part manufacturer.
- For physically damaged equipment, issues may escalate during diagnosis. Guru Tiago will not be liable for returning the system in its pre-received partial working condition if further repair is declined.
- Data loss and recovery are not guaranteed. Data backup is a separate paid service, but small volume (<10GB) backups are free. We do not encourage the backup of music/video files during OS reinstallation or repairs.
- Customers must ensure the validity/originality of their software/licenses. Guru Tiago does not support software piracy.
- Retain original CDs/licenses for all installed software. We are not responsible for loss of installed applications during repair.
- Hardware replacement rights are held by Guru Tiago; only new or refurbished parts are installed.
- Warranty for parts is provided by the part manufacturer.
- Guru Tiago is not liable for pre-installed pirated software.
- The start/end date on the invoice defines the service period.
- All hardware repairs will be carried out at our Technical Repair Centre.
- Guru Tiago is not responsible for data loss, data theft, or equipment damage/theft during service but will take utmost precautions to ensure safety.
- Ensure the request ID/invoice ID is always mentioned on the invoice.
Escalation and Feedback
- For unresolved problems, contact or email us at info@gurutiago.com.
- For feedback, call us or write to info@gurutiago.com.
General License Restrictions
- Unauthorized use of the Guru Tiago Portal, Services, Materials, or Software is prohibited. Rights to execute, copy, modify, display, transmit, distribute, manufacture, use, and sale are reserved to Guru Tiago and its suppliers. Reverse engineering and decompilation of the Software are strictly prohibited.
User Responsibility
- Cooperation: Follow the technician’s instructions. Ensure that the issue is reproducible, and have knowledge of the hardware/software involved.
- Software/Data Backup: Guru Tiago is not responsible for lost/corrupted data. Maintain a complete data backup and disaster recovery plan.
- Account Security: Maintain the confidentiality of your password and account. Notify Guru Tiago immediately of any unauthorized use.
Force Majeure
- Circumstances outside Guru Tiago’s control (e.g., acts of God, strikes, riots, terrorism) may cause delays. Guru Tiago is not liable for any resulting damages.
Exclusions
Services Exclude:
- Items/activities not covered by the Plan Order.
- Services beyond the Plan Order’s duration.
- Problem diagnosis/support hindered by issues beyond our control.
- Software and hardware issues outside the scope of the Service Plan.
- Problems resulting from external causes, misuse, or failure to follow instructions.
- Non-compliance with Guru Tiago technician instructions.
Shared Services Exclude:
- Items/activities not covered by the Plan Order.
- Services beyond the Plan Order’s duration (one shared service ticket per month).
- Problem diagnosis/support hindered by issues beyond our control.
- Software and hardware issues outside the scope of the Service Plan.
- Problems resulting from external causes, misuse, or failure to follow instructions.
- Non-compliance with Guru Tiago engineer instructions.
Materials and Software
- Materials and Software available on the Guru Tiago Portal are for use/download as per the EULA or these Terms and Conditions.
- No unauthorized reproduction or redistribution of Materials or Software.
- Use of the Software is governed by the EULA and the Plan Order.
Third Party Products and Agreements
- Third Party Software is licensed by the respective owners. Guru Tiago is not responsible for these products.
- Your use of Third Party Software/services must comply with the respective terms of service.
- Support for Third Party Software/equipment may void the original warranty.
For more information, visit our website gurutiago.com. or contact us at info@gurutiago.com.
LIMITED SERVICE WARRANTY
Guru Tiago does not provide any warranties, express or implied, regarding the services, materials, or software, including merchantability or fitness for a particular purpose. If you are dissatisfied with our services, your sole remedy is to (a) allow Guru Tiago to reperform the disputed services, or (b) reinstall the software.
Certain service plans may include a 7-day limited warranty, subject to specific terms outlined in online documentation for those plans, which supplement the terms and conditions outlined herein.
Guru Tiago and its suppliers do not guarantee the accuracy or suitability of the information in the services, materials, or software for any purpose. All materials and software are provided “as is,” without warranty of any kind.
LIMITATION OF LIABILITY
Guru Tiago and its suppliers shall not be liable for any special, indirect, or consequential damages, including loss of use, data, revenue, or profits, arising out of or in connection with the use or performance of services, materials, or software, or failure to provide the same, even if advised of the possibility of such damages.
In no event shall Guru Tiago’s liability exceed the amounts actually paid by you to Guru Tiago under the relevant plan order.
TERM AND TERMINATION
Guru Tiago may terminate or suspend your service immediately without notice if: (a) you breach any terms and conditions or third-party software license; (b) your use disrupts Guru Tiago’s network or impacts other users; (c) Guru Tiago receives a court order; (d) Guru Tiago ceases to offer the service; (e) you are no longer a customer; or (f) Guru Tiago determines abuse of the service.
MODIFICATION
Guru Tiago reserves the right to amend these terms and conditions and its portal at any time. Amendments will be posted on the Guru Tiago website or emailed to the address provided during registration. Your continued use of the Guru Tiago portal or services after any amendment constitutes acceptance of the revised terms and conditions.
LAW & ARBITRATION
This Agreement and any disputes arising from it shall be governed by the laws of [Your Country/Region], without regard to conflicts of law principles. Any disputes under this Agreement may be settled by arbitration.
For further inquiries about our privacy policy, please email us at info@gurutiago.com.