Terms of Service

RDesk is remote-support software: an agent runs on a computer, and an authorised technician can view and control that computer from a browser to provide support. These Terms govern your use of the RDesk service and software.

01Acceptance

By creating an account, installing the RDesk agent, or connecting to a device through RDesk, you agree to these Terms and to the Acceptable Use Policy, which forms part of them. If you are agreeing on behalf of an organisation, you confirm you are authorised to bind that organisation. If you do not agree, do not use the service.

You must be at least 18 years old, or the age of majority where you live, to hold an account.

02Definitions

• Service — the RDesk web console, relay infrastructure, and APIs operated at rdesk.bd.
• Agent — the RDesk software installed on a computer to make it reachable for support.
• Endpoint — a computer running the Agent.
• Viewer — a person using the Service to view or control an Endpoint.
• End User — the person physically at the Endpoint.
• You — the account holder and anyone using the Service through that account.

03Accounts

You are responsible for the accuracy of your account details, for keeping your password and any unattended-access passwords confidential, and for all activity that occurs under your account. Notify us promptly at security@rdesk.bd if you believe your account has been compromised.

Do not share accounts between technicians. Each person who connects to an Endpoint should have their own login so that session records identify who actually connected.

04Authorisation to access a device

Before you install the Agent on a computer that is not your own, you must have the owner's permission to do so. Before you enable unattended access on an Endpoint, you must have the owner's permission for connections that will not be individually approved at the device.

Where you provide support to third parties, obtaining and being able to evidence that permission is your responsibility, not ours. We may ask you to demonstrate it if a complaint is made.

05Consent and visibility

RDesk is built so that the End User can always tell that their machine is being accessed. In its default, attended mode the Agent:

• shows an Allow / Deny prompt naming the Viewer before any screen content is sent;
• asks separately before granting file access — approving the screen does not approve files;
• displays a persistent on-screen banner for the duration of the session, listing who is connected;
• offers an End session control the End User can use at any time; and
• shows a system-tray icon even when installed as a background service.

These are safety features, not obstacles. You must not attempt to defeat, suppress, conceal or work around any of them, whether by modifying the Agent, repackaging it, scripting around the prompts, obscuring the on-screen banner, or otherwise. Doing so is a material breach of these Terms and will result in immediate termination.

Unattended access is available for machines such as servers and kiosks, and for support arrangements agreed in advance. It must be enabled deliberately, with a password set by the owner of the machine, and only with that owner's knowledge.

06Acceptable use

Your use of the Service is subject to the Acceptable Use Policy. It sets out, in detail, what the Service may and may not be used for. Breaching it is a breach of these Terms.

07Software licence

Subject to these Terms and to any active subscription, we grant you a limited, non-exclusive, non-transferable, revocable licence to install and use the Agent on Endpoints you are authorised to access, and to use the web console, for the purpose of providing or receiving technical support.

You may not sell, rent, sublicense or redistribute the Agent; reverse-engineer, decompile or disassemble it except to the extent that restriction is unenforceable under applicable law; remove or alter any branding, version, publisher or copyright information; or repackage or rebrand it as your own product without a written agreement with us.

We retain all intellectual property rights in the Service and the Agent. Nothing in these Terms transfers ownership.

08Third-party components

The Service includes open-source components licensed by their respective authors. In particular, the in-browser viewer includes noVNC, licensed under the Mozilla Public License 2.0. Licence texts and a record of our modifications are published at /novnc/LICENSE.txt and /novnc/MODIFICATIONS.txt. Where an open-source licence conflicts with this section, that licence governs its own component.

09Fees and billing

Paid plans are billed in advance in US dollars (USD) at the rates shown on our pricing page at the time of purchase. Unless stated otherwise, fees are exclusive of VAT and other applicable taxes, which you are responsible for.

Subscriptions renew for successive periods until cancelled. You may cancel at any time, effective at the end of the current billing period; fees already paid are non-refundable except where required by law or expressly agreed in writing. We may change pricing on reasonable notice, effective from your next renewal.

If payment fails or is overdue, we may suspend access until the account is brought current.

10Your responsibilities

• Keep credentials, unattended passwords and access to the console secure.
• Remove Agents from machines you no longer support, and revoke access for people who leave your team.
• Comply with all laws applicable to your use, including data-protection, privacy and computer-misuse laws.
• Where you access personal data belonging to others in the course of support, handle it lawfully and only as necessary for the support task.
• Maintain your own backups. RDesk is a remote-access tool, not a backup service.

11Availability and support

We aim to keep the Service available continuously, but it is provided on a commercially reasonable-efforts basis. We may carry out maintenance, and may modify or discontinue features. Where downtime is planned and material, we will give reasonable notice. No specific uptime is guaranteed unless a separate written service-level agreement is in place.

12Suspension and termination

You may stop using the Service and close your account at any time. We may suspend or terminate an account, with or without notice depending on severity, where we reasonably believe there has been a breach of these Terms or the Acceptable Use Policy, where the account is used for unauthorised access or to cause harm, where required by law or a competent authority, or for prolonged non-payment.

Where the breach is a suspected unauthorised-access or abuse case, we may suspend immediately and without notice to prevent further harm. On termination your licence ends and you must stop using the Agent and uninstall it from Endpoints. We may delete account data after termination, subject to any retention we are legally required to observe.

13Disclaimer of warranties

To the fullest extent permitted by law, the Service and Agent are provided “as is” and “as available”, without warranties of any kind, whether express, implied or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure against every threat, or that it will meet your requirements.

14Limitation of liability

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, consequential, punitive or exemplary damages, or for loss of profits, revenue, goodwill, data or business, arising out of or relating to the Service, however caused and on any theory of liability.

Our total aggregate liability arising out of or relating to these Terms or the Service is limited to the total fees you paid us for the Service in the twelve months immediately preceding the event giving rise to the claim, or BDT 10,000 where no fees were paid.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud.

15Indemnity

You will indemnify and hold us harmless against claims, damages, losses, liabilities and reasonable legal costs arising from your use of the Service in breach of these Terms or the Acceptable Use Policy, from your access to any device without proper authorisation, or from your infringement of the rights of a third party.

16Changes to these Terms

We may update these Terms as the Service develops. The “last updated” date above will change, and material changes will be notified through the console or by email where we hold your address. Continuing to use the Service after changes take effect means you accept the updated Terms.

17Governing law

These Terms are governed by the laws of the People's Republic of Bangladesh, and the courts of Dhaka, Bangladesh have exclusive jurisdiction over any dispute arising from them, without prejudice to any mandatory consumer protections available to you where you live.

If any provision is held unenforceable, the remainder continues in force. Our failure to enforce a provision is not a waiver of it.

18Contact

General and legal enquiries: support@rdesk.bd
Abuse reports: abuse@rdesk.bd
Security and vulnerability reports: security@rdesk.bd

See also our Privacy Policy and Acceptable Use Policy.