This is a copy of the agreement that is presented to any customer when they authorize LuxSci Technical Support to connect to their computer to assist with the resolution of a technical support issue.
The undersigned (hereinafter referred to as "you" or "your") has requested that Lux Scientiae, Incorporated (hereinafter referred to as "LuxSci") remotely connect to your computer systems via the Internet to assist with resolving a question or issue. Due to the urgency of your request, LuxSci has agreed to attempt to assist you by allowing a member of the LuxSci support team to view your desktop subject to your execution of this Web Collaboration Hold Harmless Agreement (this "Agreement").
You hereby expressly grant LuxSci permission to remotely connect to your computer systems, to record the screen activity during the Web Collaboration session, and to optionally remotely control your computer systems.
In order to assist you, LuxSci's Technical Support Agent will have access to your desktop. As a result, LuxSci recommends that you minimize/close any applications and data not directly associated with the particular LuxSci Services or the issue/question at hand. By accepting this agreement, you acknowledge that LuxSci has advised you of this and you will hold LuxSci harmless of any confidential, non-LuxSci-related data that may be seen or recorded as result of this on-line collaborative assistance.
In consideration of LuxSci performing the requested services, you hereby waive and release any and all claims you may have or will ever have against LuxSci and its employees, agents, affiliates, officers, and directors relating to or arising out of any damage or loss of any nature whatsoever that results, directly or indirectly, from LuxSci remotely connecting to your computer systems as requested by you in this Agreement, as well as the recording of the sessions, including, without limitation, loss of data and damage to your computer hardware, software and/or any related systems.
You agree to defend, indemnify, save and hold harmless, LuxSci and its officers, directors, agents, affiliates, and employees from any and all third party claims, demands, liabilities, costs or expenses, including reasonable attorney fees arising from or in any way relating to or arising out of any damage or loss of any nature whatsoever that results, directly or indirectly, from LuxSci remotely connecting to your computer systems and/or recording the sessions as requested by you herein.
This Agreement will be governed by the laws of the State of Massachusetts without reference to principles of conflict of laws.
I just wanted to say thanks to all the great support and sales people I've dealt with from LuxSci. Our website launched this weekend nearly flawlessly and had great help from your support department. Keep up the good work!"
LuxSci is a very unusual company in the respect that if you ask support for a technical help, NOTHING is ever insurmountable to them. From a 1 to a 10, they are twelve!"
Every time I needed support with LuxSci's Secure Email solution the technical staff at LuxSci found the solution very quickly. They always get to work on a ticket immediately. They always give a status update in the ticket system which also notifies via email. Opening and updating a support ticket is very easy. We are very pleased with the Secure Email product and the support team."
We use your High Volume SMTP service for our automated invoicing and purchase confirmations, so it is a critical part of our business. Your bulk SMTP has been the most reliable and cost effective I have used. The technical and sales support have been timely, efficient, and effective. I highly recommend."
You are exceeding expectations. I have been very impressed with your organization. From sales and billing to tech support, everyone has been very responsive and knowledgeable. Most problems are resolved during the first contact. Thank you for your dedication to service and excellence. I will be recommending you without hesitation."