Terms and conditions
Terms and conditions for Remote Services
Autocom Remote Service Agreement
The Agreement (the “Agreement”) contains the terms and conditions governing: the licensing of Software provided to enable the provision of services (the “Software”); and any services concerning technical support of the Software, or provided via the Software, for the purpose of the operation, repair and/or maintenance of motor vehicles and/or training in relation to the Software (the “Services”).
DEFINITIONS
AUTOCOM REMOTE SERVICES – live support from Opus IVS relating to the operation, repair and/or maintenance of motor vehicles and/or operation of the Software provided on a pay per event basis.
REMOTE SERVICES – diagnostic, maintenance, coding and programming events provided on a pay per event basis.
FIX - A fix is the resolution, or advice provided, relating to an individual fault, or symptom, on an individual vehicle identified by VIN. A fix may be provided through a single or multiple support tickets.
CUSTOMER – The end user of the Software and/or the Services, as defined in this Agreement.
OEM – The Original Equipment Manufacturer of the vehicle.
AUTOCOM REMOTE SERVICES DIAGNOSTIC SUPPORT INCLUDING SOFTWARE UPDATES
AUTOCOM REMOTE SERVICES DIAGNOSTIC SUPPORT:
- Access to the Support and REMOTE SERVICES at a per service event charge.
- CUSTOMER agrees to accept full responsibility for any fees. These fees are authorised by verbal confirmation with the Opus IVS technician prior to the service being carried out. Fees will be collected by Autocom automatically using the registered payment card after the support has been provided.
- Additional support tickets for the same “FIX” will be supported free-of-charge. If there is no activity on a support ticket for a period of longer than 2 months, then this ticket will be considered resolved. For any subsequent enquiry relating to the same vehicle and symptom after the 2-month period a new support ticket will be created and will be billable to the customer
- We do not guarantee that every aspect of vehicle operation, repair and maintenance can be fully supported, or that Software and Services provide or will continue to provide full support or functionality across all vehicles.
- The functionality of Software and Services may vary by vehicle, make, model, variant, date of manufacture and by individual vehicle specification.
- Support requests are normally responded to in less than 1 hour. The actual time taken to respond to support requests may vary depending on the time of the request and the vehicle manufacturer for which support is required. In exceptional circumstances it may take longer than 1 hour to respond to support requests.
- You acknowledge and agree that the Software and Services have been developed for the general purpose of the operation, repair, and maintenance of motor vehicles and have not been developed to meet Your specific individual requirements or business needs. You further acknowledge and agree that You shall be fully liable for any and all decisions and actions You make as a result of using the Software and Services under this Agreement.
- You acknowledge and agree that advice provided by AUTOCOM REMOTE SERVICES is based on information collected by the Software or Services and must not be relied on as an alternative to Your own professional skill and judgement. At all times and under all circumstances You carry out repairs, servicing or maintenance on motor vehicles entirely at Your own risk and in line with the respective vehicle manufacturers instructions.
REMOTE SERVICES TERMS
The Software provides access to REMOTE SERVICES to code and flash programme existing ECUs, replacement ECUs and other electronically controlled replacement parts and assemblies.
- Remote Service and Fee
CUSTOMER agrees to accept full responsibility for any fees. These fees are authorised by verbal confirmation with remote technician prior to the service being carried out. Fees will be collected by Autocom automatically using the registered payment card after the support has been provided.
- Remote Service Guarantee
OPUS IVS guarantees REMOTE SERVICES success as long as the following conditions are met:
- The remote service requested is listed as an option on the OPUS IVS list of services, except:
- Where the parts are not OEM new, or OEM reconditioned will not be guaranteed.
- Those that are on a vehicle with performance parts, aftermarket tunes, or performance programming devices will not be guaranteed.
- The ECU or part being installed must be the correct part and in working condition. If the ECU or part being installed is determined to be defective or an incorrect part, OPUS IVS will not be responsible for its replacement cost.
- Instructions conveyed by OPUS IVS to the CUSTOMER that are not followed will void the guarantee.
- For example, if the CUSTOMER did not connect the battery maintainer as required and OPUS IVS finds out that the CUSTOMER did not follow these instructions, the service will no longer be guaranteed.
- There must be no other problems with the vehicle that may affect the reprogramming.
- For example, if OPUS IVS decides to send the vehicle to a dealership to be repaired and the dealership determines that the ECU cannot be programmed until another problem with the vehicle is rectified (such as a faulty ground connection, corroded wiring harness, aftermarket accessory that is interfering, etc.), then the CUSTOMER will be responsible for the cost to rectify that problem.
- Guarantee does NOT apply to salvage, rebuilt, flood, or total loss vehicles.
- If an ECU programming failure occurs, OPUS IVS may ship additional tools to the CUSTOMER for assistance in the recovery of that ECU. The CUSTOMER is responsible for the tool(s) and their timely return. If they are kept by the customer for more than 2 days after a recovery attempt is complete, a recovery tool fee per day may occur. Failure to return the tool(s) will result in a charge of the entire value of the tool(s).
- Repair Assistance
In the event of a Remote Services failure, OPUS IVS may use any means available and, at its option, to repair the vehicle. OPUS IVS may pay to have the vehicle towed to a dealership, ship the CUSTOMER an OEM new or OEM reconditioned part, ship a factory tool, send a mobile technician onsite, or resolve the issue in any other way deemed necessary. OPUS IVS will work to resolve the issue as quickly as reasonably possible while using the same practices that the workshop typically would have used if it had encountered the same problem. A discretionary freight charge may occur to cover the shipment and collection of recovery tools."
DATA PROTECTION
Autocom and OPUS IVS strive to process personal data in accordance with European data protection legislation, in particular GDPR ((EU) 2016/679). For more information about the handling of personal data in relation to the use of the Software and/or Services, see the respective companies’ privacy policies:
https://autocom.se/en/privacy-policy
https://www.opusivs-uk.com/privacy-policy/
