Terms and Conditions of the Technical Support Service

These terms govern the provision of the basic and advanced IT technical support service of PRONETSYS S.A.S.: service options, support levels, use of tickets, geographic coverage, service hours, service channels and the obligations of each party.

The objective of the service is to contribute to the operational continuity of our clients’ technology infrastructure through organized, traceable support provided by qualified personnel.

1. Acceptance of the terms

By contracting the IT technical support service of PRONETSYS S.A.S. (hereinafter, “Pronetsys”), identified with NIT 901.386.859-4, the client accepts the terms and conditions of this document. If the client does not agree with any of them, it must not contract or use the service.

The specific conditions agreed in a commercial proposal, service order or contract prevail over these terms to the extent that they expressly regulate the matter.

2. Definitions

Ticket

Unit of service that corresponds to a registered support request and covers up to two (2) hours of effective service time.

Per-incident support

Handling of a one-off request, contracted and paid for individually.

Ticket bundle

Number of tickets that the client purchases for a monthly period.

Effective service time

Time during which the technical staff work on resolving the case, remotely or on-site.

On-site visit

Travel by a technician to the client’s premises to handle a case that, for technical reasons, cannot be resolved remotely.

Support portal

Request management platform of Pronetsys, where tickets are registered and their status can be checked.

Service hours

Time slot from Monday to Friday, from 8:00 a.m. to 4:00 p.m., during which tickets are handled.

3. Service description

Pronetsys provides IT technical support to resolve software and hardware incidents and requests from the client’s users and equipment. The service is provided through ticket-based support, either per incident or through a ticket bundle, and, as a general rule, remotely.

4. Support levels

Pronetsys classifies each request at the appropriate level according to its complexity. If, during the service, it is determined that the case requires a higher level, the client will be informed before it is escalated.

5. Contracting options

The current rates for each option are provided in the commercial proposal and on our plans page.

5.1 Per-incident support

The Express (30 minutes) and 1-hour options apply only to remote support.

5.2 Ticket bundle

Ticket bundles correspond to L1 support, unless the commercial proposal states otherwise. For every ten (10) tickets purchased in the bundle, the client is entitled to one (1) on-site visit within the Aburrá Valley (Medellín metropolitan area).

On-site visits in addition to those included in the bundle have a per-visit cost, according to the current rate.

6. Ticket consumption and service time

• Each ticket covers up to two (2) hours of effective service time.
• If a case handled under a bundle exceeds two (2) hours, it will consume one additional ticket for each additional fraction of up to two (2) hours.
• If a case contracted per incident exceeds the duration of the contracted option, the excess time will be quoted and provided subject to the client’s prior approval.
• Ticket consumption can be checked on the support portal.

7. Validity of ticket bundles

Ticket bundles are valid for one month and are paid at the beginning of each period. Tickets not used within the month cannot be carried over to subsequent periods.

8. Remote support and geographic coverage

On-site support is available only in the municipalities of the Aburrá Valley:

Barbosa Girardota Copacabana Bello Medellín Itagüí Envigado Sabaneta La Estrella Caldas

For on-site service outside the metropolitan area, travel expenses are quoted separately, unless Pronetsys has a technician in the area. This restriction does not apply to remote support, which requires the client’s equipment to have an internet connection.

9. Service hours

Tickets are handled Monday through Friday, from 8:00 a.m. to 4:00 p.m. Monday to Friday · 8:00 a.m. – 4:00 p.m.

Support outside these hours (extended hours Monday through Friday between 4:00 p.m. and 10:00 p.m., night hours, Sundays and public holidays) is provided only if it has been arranged in advance with the client and is subject to a surcharge on the current rate, which will be communicated before it is accepted.

Requests may be registered at any time on the support portal or via WhatsApp, and they are handled during service hours.

10. Service channels

Service is provided virtually: in addition to these channels, the technical team provides support by phone and, when the case requires it, by video call. Pronetsys does not have an office or an in-person service point open to the public; on-site visits are provided at clients’ premises in accordance with section 8.

More information about the service is available on our IT support page.

11. Service procedure

1. Registration of the request. The client registers the case on the support portal, via WhatsApp or by email, with a clear description of the problem, the affected user or equipment and contact details.
2. Classification. Pronetsys assigns a ticket number and classifies the case at the corresponding support level.
3. Remote service. The technician contacts the user and handles the case remotely, for which the client must provide the necessary access.
4. Escalation or visit. If the case requires a higher level, more time than is covered or an on-site visit due to technical need, the client will be informed before proceeding.
5. Closure. Once the case is resolved, the solution is documented on the support portal and the ticket is closed. The client can check the history and status of their tickets on the portal or via WhatsApp.

12. Hardware maintenance with annual payment

If the client pays for their ticket bundle annually, they will be entitled to one (1) hardware maintenance service for a maximum of five (5) devices, which may be desktop computers, laptops or printers. This maintenance does not include spare parts; if they are required, they will be quoted separately. The maintenance date will be coordinated with the client.

13. Services not included

The IT technical support service does not include:

• Management of technology infrastructure.
• Management of the client’s technology inventory.
• Repair of equipment outside the annual hardware maintenance described in section 12.
• Spare parts, components, software licenses or materials.
• Service outside service hours that has not been arranged in advance.

14. Client responsibilities

• Licenses. Have legal and current licenses for the software for which support is requested. Pronetsys may refrain from installing, configuring or working on unlicensed software.
• Backups. Maintain its own complete and up-to-date backups of its information before any technical intervention. Making and safeguarding these backups is the client’s responsibility.
• Access. Provide timely access to the necessary equipment, systems, credentials and permissions, authorize remote connection sessions and, for on-site visits, allow entry to its premises.
• Contact persons. Designate the persons authorized to request tickets and to approve escalations or additional time.
• Information and availability. Describe cases truthfully and completely, and ensure that the affected user is available during the service.
• Personal data. As the controller of the personal data contained in its systems, have the authorizations from data subjects required by law.
• Payments. Pay for the contracted services on time.

15. Commitments of Pronetsys

• Provide the service with qualified personnel for each support level.
• Register each request on the support portal and keep the client informed of its status.
• Inform the client before consuming additional tickets, quoting excess time or scheduling an on-site visit.
• Keep confidential the information to which it has access and process personal data in accordance with section 16.

16. Confidentiality and personal data processing

The client information to which Pronetsys has access in connection with the service is confidential. It will be used only to provide the contracted support and will not be disclosed to third parties, except with the client’s authorization or at the request of a competent authority.

When, in order to provide the service, Pronetsys accesses personal data contained in the client’s equipment or systems, it will act as the data processor on behalf of the client, who is the controller, under the terms of Law 1581 of 2012 and Decree 1074 of 2015. In that capacity, Pronetsys undertakes to:

• Process the data solely to provide the service and in accordance with the client’s instructions.
• Apply security measures to prevent its alteration, loss, consultation, use or unauthorized access.
• Not use the data for its own purposes or transfer it to third parties.
• Inform the client of any security incident affecting the data processed.
• Upon termination of the service, return or delete the information, according to the client’s instructions, unless there is a legal obligation to retain it.

The personal data of the client’s contacts that Pronetsys collects to manage the service are processed in accordance with our Personal Data Processing Policy.

17. Payment terms and rate adjustments

• Ticket bundles are paid monthly and must be paid at the beginning of the corresponding period. The client may also opt for annual payment, with the benefit described in section 12.
• Rates are adjusted as of January 1 of each year, by the same percentage by which the National Government increases the current legal monthly minimum wage (SMMLV). The adjustment takes effect when the new SMMLV enters into force, regardless of the date on which the contract was signed and of whether a year has elapsed since then.
• If an external provider (telephone operator, or provider of infrastructure, licenses or cloud services) changes its rates, Pronetsys may adjust the price of the affected service in the same proportion, by written notice given thirty (30) calendar days in advance. If the client does not accept the new price, it may terminate the affected service without penalty within the fifteen (15) calendar days following the notice.

18. Service warranty

The technical support service is covered by a warranty on the quality of its provision, under the terms of our Warranty Policy. Because it is a best-efforts service, the warranty refers to the quality conditions under which support is provided and not to a specific result.

19. Limitation of liability

Pronetsys is not liable for indirect damages, data loss or business interruptions arising from the use of the technical support services, except in cases of direct negligence on its part. This limitation applies without prejudice to the rights that the law grants the client when it is a consumer.

20. Amendment of the terms

Pronetsys may amend these terms and conditions at any time and will notify its clients of the changes made. Rate adjustments are governed by the provisions of section 17.

21. Suspension and termination of the service

• Either party may terminate the service by giving eight (8) days’ prior notice.
• In the event of non-payment or breach of the agreed terms, Pronetsys may suspend or terminate the service.

22. Contact

You can also write to us from our contact page.