Terms and Conditions

Effective date: 26th Oct 2026

Where a signed AMC contract or quote says something different, the signed contract wins.

1. The agreement

These terms are between Xpress Computers Ltd, 205, Woodrow, Veera Desai Road, Andheri West, Mumbai 400053 ("Xpress") and the company or organisation that buys or trials Xpress ASSIST ("Customer").

The Customer accepts these terms by signing a quote or AMC contract that refers to them, by clicking "I agree" in the customer portal or installer, or by installing or using Xpress ASSIST. The person accepting confirms they are authorised to bind the Customer.

The agreement is made up of, in this order of priority: (a) the signed AMC contract or quote, (b) these terms, (c) the Privacy Policy.

2. Definitions

• Agent: the Xpress ASSIST app and health program installed on Covered Devices.
• Covered Devices: the PCs, notebooks and servers listed in the contract or enrolled by the Customer.
• Users: the Customer's staff and others who use Covered Devices.
• Portal: the customer portal at assist.xpress.co.in/my.
• Xpress Genie: the AI helper in the Agent that suggests and runs fixes.
• Self-healing: automatic fixes from a fixed list, if switched on.
• Customer Data: data about Covered Devices and Users that the Agent or Xpress collects.
• Support hours: 9:30 AM to 6 PM, Monday to Saturday, except public holidays.

3. The service and plans

Xpress ASSIST combines monitoring, remote and on-site support under the plan the Customer chooses:

The exact scope, number of devices, response times, visits and spares are those in the Customer's quote or contract. Monitoring and Genie run 24x7; support technicians work in Support hours. Out-of-hours tickets are picked up on the next working day unless the contract says otherwise.

Xpress may improve or change features, as long as the overall service does not get materially worse during the contract term.

4. Permission to monitor and access

By accepting these terms the Customer authorises Xpress to install the Agent on Covered Devices, collect the health data described in the Privacy Policy, run fixes and connect remotely as set out below. This is the Customer's permission under section 43 of the Information Technology Act, 2000 to access its computers.

The Customer confirms that:

1. it owns or controls every Covered Device, or has the owner's permission;
2. it has told its Users that Xpress ASSIST is installed and what it does (a sample notice is in the Privacy Policy, section 10), and has any consent or policy basis it needs under the DPDP Act and employment law;
3. it will not enrol a device that belongs to someone else, such as a personal device, without that person's written agreement.

5. Remote sessions

• A remote session starts only when a User at the device presses CONNECT TO XPRESS and allows it. Xpress will not take control of a device without that action.
• Users should close private documents before a session. Users can end a session at any time.
• Xpress technicians act only to fix the reported problem or carry out work the User asks for.

6. Xpress Genie and self-healing

• Genie uses AI to suggest a fix. It runs a fix only from Xpress's fixed list, and only after the User presses "Yes, do it". AI suggestions can be wrong; Genie will not act outside its list.
• Some fixes run with administrator rights through the Agent. Genie and self-healing never restart a server and never delete User files.
• Self-healing runs automatically only if the Customer switches it on in its plan or through Xpress. The Customer can ask Xpress to switch Genie or self-healing off for any device at any time.
• Screenshots are sent only when a User presses the camera button and picks a window.

7. Customer responsibilities

The Customer will:

• keep the Agent installed and running, and not tamper with or copy it;
• give Xpress a contact person and accurate device and site details;
• keep its own backups of data; Xpress ASSIST is not a backup service unless the contract says so;
• use licensed software and keep the right to let Xpress support it;
• keep portal passwords safe, manage its own portal users (up to 2 Owners), and tell Xpress promptly about leavers or misuse;
• give safe access to premises for on-site visits.

8. Acceptable use

The Customer and its Users must not use Xpress ASSIST to break the law, monitor people unlawfully, access devices they are not authorised to, reverse engineer the Agent, or put Xpress systems at risk. Xpress may suspend access to stop a security risk, and will tell the Customer as soon as it can.

9. Fees and payment

Fees, billing period and payment terms are those in the quote or contract. Fees are exclusive of GST. Invoices are due within [30 days]. If an invoice is unpaid for more than [30 days] after a reminder, Xpress may pause remote support and on-site visits until it is paid; monitoring data will not be deleted during a pause. Work outside the plan (for example devices not under contract) is chargeable at Xpress's rates.

10. Free IT health check

• The free health check runs for 7 days on up to 10 PCs and 1 server, at no charge and with no obligation.
• During the trial Genie and self-healing are switched on; remote support is by call-back.
• After day 7 the Agent stops sending data, Genie turns off, and Xpress sends a health report. The Customer can take a plan (devices carry over) or ask Xpress to remove the Agent.
• The trial is given "as is" and Xpress's total liability for it is limited to INR [10,000].

11. Data protection

• For personal data of Users, the Customer is the Data Fiduciary and Xpress is the Data Processor under the DPDP Act, 2023. Xpress will process it only to provide the service and on the Customer's instructions in this agreement.
• Xpress will keep the data confidential, protect it with reasonable security safeguards, use only the sub-processors listed in the Privacy Policy (and tell the Customer before adding one), help the Customer answer User requests, and notify the Customer of a personal data breach without undue delay.
• On termination Xpress will delete or return Customer Data within [30 days] on request, except what the law requires it to keep.
• Data is hosted on Microsoft Azure in India. Details are in the Privacy Policy.

12. Intellectual property

Xpress owns Xpress ASSIST, the Agent, Genie, the portal, reports and all related software and brand names. The Customer gets a non-exclusive, non-transferable right to use them during the contract for its own business. The Customer owns its data, and Xpress may use anonymised, combined statistics (that identify no person or customer) to improve the service.

13. Confidentiality

Each party will keep the other's confidential information secret and use it only for this agreement. This does not cover information that is public, already known, or must be disclosed by law. This clause survives for 3 years after the agreement ends.

14. Service promise and limits

Xpress will provide the service with reasonable skill and care, using trained staff. Xpress does not promise that the service will prevent every fault, virus or data loss, or that it will be uninterrupted.

Xpress is not responsible for problems caused by: the Customer's own changes, unlicensed or unsupported software or hardware, third-party services (such as Microsoft 365, internet providers or antivirus vendors), power or network failures, or the Customer not following Xpress's advice.

15. Liability

• Neither party is liable for indirect or consequential loss, or loss of profit, revenue, business or data.
• Xpress's total liability in any 12 months is limited to the fees the Customer paid for Xpress ASSIST in those 12 months.
• These limits do not apply to death or personal injury caused by negligence, fraud, or anything else the law does not allow to be limited.

16. Term and ending

• The agreement runs for the term in the contract (usually 12 months) and renews only by a new quote or renewal order.
• Either party may end it with [30 days'] written notice if the other seriously breaks these terms and does not fix it within that time.
• When it ends, the Customer uninstalls the Agent (Xpress gives steps or does it remotely), portal access stops, and data is handled as in section 11. Fees already paid for the current term are not refunded unless the contract says so.

17. Events outside our control

Neither party is liable for delays caused by events outside its reasonable control, such as natural disasters, epidemics, government action, war, or large-scale internet or cloud outages.

18. Law and disputes

These terms are governed by the laws of India. The parties will first try to settle any dispute by talking for 30 days. If that fails, the dispute goes to arbitration by a sole arbitrator in Mumbai under the Arbitration and Conciliation Act, 1996, in English. Subject to that, courts in Mumbai have exclusive jurisdiction.

19. General

• Xpress may update these terms; it will e-mail portal Owners at least 30 days before a material change, and current contracts keep their terms until renewal unless the Customer agrees.
• Neither party may transfer the agreement without the other's consent, except Xpress to a group company or buyer of its business.
• If one part is found invalid, the rest stays in force.
• Notices go to the addresses in the contract; to Xpress at sales@xpress.co.in and the Mumbai address above.