Customer Agreement
Clear responsibilities. Practical support.
Plain-language summary: ClearTicket provides remote troubleshooting guidance. You remain responsible for your devices, accounts, backups, authorization, and decisions. If we provide neither a resolution nor a useful next step, we will refund the ClearTicket service charge for that issue.
1. Agreement and eligibility
By submitting a support request and selecting the agreement checkbox, you confirm that you have read and accept this Customer Agreement. You must be at least 18 years old and authorized to request support for the affected device, account, network, and data. If you submit for a business, you confirm that you are authorized to act for that business.
2. Services
Clear Ticket provides remote IT troubleshooting, written guidance, diagnostic questions, and reasonable next-step recommendations during business hours, Monday–Friday, 8:00 AM–5:00 PM Central Time, excluding holidays. The $49 monthly small-business plan includes up to five support tickets per monthly billing period for one Illinois small business. Unless separately agreed in writing, service does not include on-site work, hardware repair, forensic investigation, guaranteed data recovery, legal or regulatory compliance advice, or continuous system monitoring.
3. Your responsibilities
- Provide accurate and complete information about the problem and anything already attempted.
- Maintain a current backup before making changes whenever reasonably possible.
- Use properly licensed software and maintain authorization for every device and account involved.
- Follow instructions carefully, stop if results differ from the instructions, and report unexpected behavior.
- Do not send passwords, multi-factor codes, recovery keys, full payment-card numbers, or other authentication secrets.
- Remain available when your participation or approval is necessary.
4. No-charge promise and refunds
If ClearTicket cannot provide either a resolution or a useful next step for the submitted issue, ClearTicket will refund the service charge paid for that issue. A useful next step may include an actionable diagnosis, a safe troubleshooting action, identification of a third-party or hardware dependency, or a recommendation to use an appropriate specialist. The promise does not apply when work cannot be completed because information or access is withheld, the customer stops responding, instructions are not followed, the request is outside the stated service scope, or the issue is caused by a third-party outage or restriction that ClearTicket cannot control. Approved refunds are returned through the original payment method.
5. Remote-access authorization
If remote access is offered, it requires your express permission for that session. You should remain present and may end the session at any time. ClearTicket will not ask you to disclose a password or verification code. You are responsible for closing confidential documents and limiting access to information not needed for the support request.
6. Service limitations
Technology support involves uncertainty. ClearTicket does not promise that every issue can be diagnosed remotely, that a device or service will remain uninterrupted, or that data can always be preserved or recovered. Results may depend on hardware condition, software vendors, internet providers, account providers, security controls, and other third parties outside ClearTicket’s control.
7. Limitation of responsibility
To the extent permitted by applicable law, ClearTicket is not responsible for indirect, incidental, special, or consequential losses, including lost profits, business interruption, or loss of data, arising from pre-existing defects, third-party services, malware, hardware failure, inaccurate customer information, unauthorized customer activity, or failure to maintain backups. To the extent permitted by law, ClearTicket’s total responsibility for a claim related to a specific support request will not exceed the amount paid to ClearTicket for that request. Nothing in this agreement limits a right or remedy that applicable law does not allow the parties to waive.
8. Security, privacy, and attachments
ClearTicket collects the information reasonably needed to receive and work on a support request. Optional screenshots and log files are restricted by file type and size and are scheduled for deletion from ClearTicket’s online storage after 90 days. Authorized ClearTicket computers may retain encrypted local copies for support history. No internet service can guarantee absolute security. Customers should submit the minimum information necessary and must not include authentication secrets, financial information, regulated data, or unrelated confidential information.
9. Payment and disputes
Submitting a request does not require payment. ClearTicket reviews the request first and, if it is accepted, emails a PayPal invoice before troubleshooting begins. Payments are processed through PayPal, and PayPal’s separate terms and privacy practices apply to its invoice and checkout. Questions about ClearTicket charges or the no-charge promise should first be sent to clearticket@clearticket.online with the ticket reference and PayPal transaction information. This agreement does not remove any non-waivable consumer rights.
10. Changes and governing law
The agreement version accepted with a ticket applies to that ticket. ClearTicket may update terms for future requests by posting a new version and effective date. Subject to applicable consumer-protection rules, this agreement is governed by Illinois law.
11. Contact
Clear Ticket serves Illinois. Questions about these terms may be sent to clearticket@clearticket.online. See the Privacy Policy for additional information about data practices.