Pro Support Terms & Remote Assistance
These service-specific terms supplement our general Terms, Privacy Policy and Refund & Cancellation Policy for Pro Support engagements agreed on or after October 15, 2026. They do not retrospectively remove commitments already made to customers. Mandatory legal rights and separately agreed warranties or SLAs remain protected.
1. Agreed scope and purchased work
A paid engagement covers the task and purchased work agreed before purchase. It is not lifetime support, unlimited repeat sessions, continuous monitoring or a guarantee that RDP, a device, network or application will never fail again. Identify the affected systems, intended outcome, deliverables and exclusions in writing before payment. Separately agreed warranties and SLAs remain in effect.
2. Live sessions and ticket-based pricing
Live remote support or consultancy through Google Meet, AnyDesk or TeamViewer costs PKR 28,000 for the first hour and PKR 14,000 for each additional hour. Separately, ticket-based/offline One-Time Support Ticket work costs PKR 15,000 for the first hour; Extended Support costs PKR 10,000 for each additional hour. Little Support remains PKR 3,000 for up to 10 minutes of ticket-based work. Offline means work through a ticket without a scheduled attended session, not an on-site visit. Ticket prices do not apply to live sessions. Prices exclude applicable taxes unless explicitly marked inclusive in writing, consistent with our general Terms. Additional work or charges require a disclosed estimate and customer approval before proceeding; there is no automatic overtime or new rounding rule.
3. Booking and response expectations
The existing calendar offers a 60-minute session, with at least 72 hours of advance notice and a 30-day booking horizon. Daily availability is 18:00–03:00 Pakistan time, crossing midnight into the following day, subject to available slots and appointment confirmation. Requests can be submitted 24/7. Typical initial ticket-response targets are 15–30 minutes during business hours and under one hour outside them; these are acknowledgment targets, not guaranteed resolution times or immediate live engineer availability. A request acknowledgment does not confirm an appointment. Confirm any separately agreed response commitment in writing.
4. Care, diagnosis and verification
Pakish will perform the agreed work with reasonable care and skill, assess the issue, agree the approach, verify the work performed and document findings and next steps. Diagnosis may be the purchased deliverable when expressly agreed; it cannot silently replace a promised repair. If a repair cannot be completed within the purchased work, explain the findings, outstanding obligations and proposed next steps before asking for approval of additional scope.
5. Recurring issues and original obligations
Later problems may involve ISP or network conditions, devices, updates, configuration changes or third-party services. Recurrence alone does not establish customer fault or a new cause. We assess the evidence first. A new problem, changed environment or additional scope may require another paid session after assessment, an estimate and customer approval. If the original agreed work was incomplete or performed incorrectly, we review and address it under the original obligations and applicable rights; we do not automatically charge again to finish work already owed. No new free follow-up period or unlimited support promise is created.
6. Authority and temporary remote access
You must own the affected system or have authority to permit access. Attended, temporary, least-privilege access is the default. Grant only permissions needed for the agreed task; you may observe and end a session. Persistent or unattended access requires a separate explicit agreement. A booking, ticket or page visit is not permission to access your system. Confirm access and the permitted actions at the start of the session.
7. Protecting credentials and private information
Prefer entering passwords yourself through secure attended-session tools. Do not put passwords, recovery codes, API keys, payment details or unrelated sensitive data in ordinary tickets, chats, screenshots or URLs. Where appropriate, use temporary restricted accounts, close private applications and revoke temporary access after the work. Do not grant administrator access unless the task requires it and you have approved it. This website does not collect remote-access credentials, record sessions or install remote-control software.
8. Backups, risks and change approval
Before changes affecting data, configuration, access or availability, confirm the affected systems, backup responsibilities, material risks and customer authorization. Agree in writing whether backup creation or recovery is included; it is not assumed. Check the status and suitability of any backup before relying on it, and use a rollback approach where feasible. We cannot guarantee all data recovery. Your backup responsibilities do not excuse careless work. Unsafe, unlawful or out-of-scope requests may be paused with an explanation and next steps.
9. Confidentiality and retention
Limit access to information needed for the agreed task and handle it confidentially under our Privacy Policy and any separately agreed confidentiality obligations. Ticket and billing records may be retained for the legal, billing, security or dispute-resolution purposes described in that policy; ending a session does not mean every record is immediately deleted. Use the Privacy Policy for data-rights and deletion-request instructions.
10. Responsibility and applicable rights
Pakish will perform the agreed support work with reasonable care and skill. A support session does not create an ongoing warranty for systems, networks, devices or third-party services outside the agreed scope. Responsibility for a reported loss depends on its cause, the agreed obligations and applicable law. Nothing in these terms excludes or limits rights, remedies or liability that cannot lawfully be excluded or limited.
11. Refunds and cancellations
Existing Refund & Cancellation Policy commitments and mandatory remedies remain protected. Hosting-specific money-back guarantees are not automatically Pro Support guarantees. These terms do not introduce blanket nonrefundability, no-show fees, cancellation deadlines or penalties. If a service-specific business term is not specified, clarify it in writing before purchase rather than assuming a restriction. Raise incomplete or incorrect work through the original ticket for review; use the contact details in our Refund & Cancellation Policy for billing and refund questions.
12. Review before purchase and separate access consent
Read these terms and linked policies before using the booking calendar or ticket portal. The external calendar or portal handles its own confirmation and acceptance process; this marketing website does not record acceptance there. Confirm the scope, charges and applicable terms in writing before payment or work begins. Remote access needs separate explicit authorization for the agreed task. No page visit, unchecked control or booking alone grants remote access.
Questions about these terms: Terms & Conditions