Remote Support Disclaimer

1. Nature of Remote Support

Remote IT support is a service in which a technician connects to your device over the internet using remote access software to diagnose and resolve technical issues. This means that during an active session, the technician will be able to:

• View your screen in real time
• Move your mouse cursor and interact with your desktop environment
• Open, close, and interact with applications and files as directed by the agreed scope of work
• Run diagnostic tools and system commands necessary to resolve the stated issue

Smart Nibble technicians will only access areas of your device that are relevant to the stated issue. We will not browse your files, emails, photos, or other personal content beyond what is strictly necessary.

2. Customer Control and Consent

You are in control at all times during a remote support session. Specifically:

• You initiate the session: Remote access cannot be established without you downloading and running the remote access software on your device.
• You can terminate at any time: You may end the session immediately at any point by closing the remote access application, disconnecting your internet connection, or shutting down your device. No reason is required.
• You can observe all actions: Everything the technician does is visible on your screen in real time. If at any point you are uncomfortable, please say so or terminate the session.
• Consent is required before each session: A new connection code or permission is required for every session. We cannot reconnect to your device without your active participation.

3. Backup Responsibility

You are solely responsible for backing up all data on your device before a remote support session commences.

Whilst our technicians exercise the utmost care and professionalism, any technical intervention — including remote support — carries an inherent risk of unexpected outcomes, including (in rare circumstances) data loss. Smart Nibble accepts no liability for data loss, file corruption, or software damage, whether arising from our work or from pre-existing system issues that become apparent during the session.

We strongly recommend:

• Backing up all important files to an external drive or cloud storage before the session
• Ensuring you have copies of all important documents, photos, and other personal data
• Creating a system restore point (on Windows) if applicable

4. No Guarantee of Resolution

While Smart Nibble technicians will make every reasonable effort to resolve your stated issue, we cannot guarantee that every technical problem can be fixed remotely. Circumstances that may prevent resolution include:

• Hardware failure that requires physical repair
• Severely corrupted operating system requiring a full reinstall with local access
• Insufficient internet connection stability during the session
• Issues caused by unlicensed, unsupported, or modified software
• Problems that fall outside the scope of our expertise
• Third-party service failures beyond our control

If we are unable to resolve your issue, we will advise you on the best next steps and will not charge you for work that was not successfully completed, in accordance with our Terms of Service.

5. Limitation of Liability

To the maximum extent permitted by applicable law, Smart Nibble shall not be liable for:

• Any loss of data, files, or software caused during or following a remote support session
• Any indirect, consequential, incidental, or special losses arising from our services
• Hardware damage that was not caused directly by our technician's actions
• Issues arising from hardware or software that was already failing prior to the session
• Third-party software behaviour during or following the session
• Any downtime, lost revenue, or business interruption

Our total liability shall not exceed the amount you have paid for the specific support session in question. Nothing in this disclaimer limits our liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation.

6. Third-Party Remote Access Software

Our remote support services require the use of third-party remote access software. Please be aware that:

• This software is developed and maintained by independent companies and is subject to their own terms, conditions, and privacy policies.
• We will always tell you the name of the software we are asking you to download before you do so.
• You should download the software only from the official website of the software provider or from a link we directly provide. Never download remote access tools from unsolicited emails or messages claiming to be from us.
• After the session, you are advised to uninstall the remote access software if you do not plan to use it again.
• Smart Nibble is not responsible for the performance, security practices, or data handling of third-party remote access software providers.

7. Protecting Yourself from Scams

Important Fraud Warning: Scammers frequently impersonate legitimate IT support companies. Please note:

• We will NEVER contact you unsolicited by phone, email, or pop-up message claiming your computer has a problem and asking you to call us or give us remote access.
• We will never ask for payment via gift cards, wire transfers, cryptocurrency, or any unusual payment method.
• We will never ask for your online banking credentials, social security number, or passwords to accounts unrelated to your stated IT issue.
• If you receive a call or message claiming to be from Smart Nibble that you did not initiate, please do not engage. Contact us directly to verify.

If you suspect you have been targeted by a scam, report it to Action Fraud (UK) at actionfraud.police.uk or by calling 0300 123 2040.

8. Session Recording Notice

For quality assurance and training purposes, Smart Nibble may record remote support sessions with your knowledge and consent. Where recording takes place:

• You will be informed at the start of the session that recording is taking place.
• Recordings are stored securely and are not shared with unauthorised parties.
• Recordings are retained in accordance with our Privacy Policy and are typically deleted within 30 days of the session.
• You may request the deletion of your session recording at any time under your UK GDPR rights.

9. Technician Conduct

Smart Nibble technicians are expected to adhere to strict professional and ethical standards. During any remote support session, our technicians will:

• Identify themselves clearly at the beginning of the session
• Explain what they are doing and why at each step
• Access only files and applications relevant to the stated issue
• Not copy, transmit, or retain any of your personal data beyond the scope of the session
• Conduct themselves professionally, respectfully, and courteously at all times

If you believe a Smart Nibble technician has acted inappropriately during a session, please end the session immediately and contact us at info@smartnibble.co.uk to report your concerns.

10. Scope of Support

Remote support is provided for the specific issue(s) agreed upon at the start of the session. Technicians will not:

• Work on issues outside the agreed scope without your explicit consent
• Install software not related to the agreed scope of work without your permission
• Make significant system changes without explaining them to you first
• Undertake any activity that could be construed as surveillance, data harvesting, or unauthorised access

11. Applicable Law

This disclaimer is governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

12. Questions and Concerns

If you have any questions, concerns, or require clarification about any aspect of our remote support service before proceeding, please do not hesitate to contact us:

Smart Nibble
Email: info@smartnibble.co.uk
United Kingdom