Your details

• Username: type your Username that till be visible always on the upper-right side of the page after you have logged in. Your Username will be also visible to every User that will be in touch with you:
• Email: type a valid email address that will be used by the site to send you notifications.
• Phone number: your phone number. It’s an optional parameter. It will be visible only from the Expert you will assign an SOS in case you choose the phone as a means of contact.
• Password: password that you will use to access your profile. must meet the following requirements: must contain at least 8 characters, must contain at least one capital letter, must contain at least one lowercase letter, must contain at least one number.
• Re-Type password: repetition of the password typed as control of its correct insertion.
• Primary Language spoken by the Expert: selects the spoken native language. Necessary parameter that is used to select the Expert.
• Secondary Language spoken by the Expert: select the secondary spoken language.
• Timezone: select the time zone you are in. It is used to match the time table of your availability. Defaut is set to UTC (Coordinated Universal Time).

Availability Details

In this section, which is only displayed if you have stated that you are available to offer support, you must specify when you are available to offer support.

• Start time: set the time since you are available on the related day.
• End time: set the time until you are available on the related day.
• Available days: tick the days of the week you are available

Your skills

In this section, which is only displayed if you have stated that you are available to offer support, you specify the technologies on which you are competent.

Clicking on the "ADD SKILL" button appears a new box to fill in at the bottom of the previous skills through which you add a new product on which you are competent.

Skill box:

• Product type: select it from a predefined list (the visible products are covered by at least one Expert);
• Brand name: select it from a predefined list (the visible brands are covered by at least one Expert);
• Model/Series: digit the name of the model or series.

If you want to add a skill not present in the default list you are invited to write us using the function "Contact Us" in the User menu.

To exit your profile click on "Logout" from the User menu.

Whether you are registered as a User or an Expert click on the "NEW SOS" button to request support on a certain technology. You will be asked to enter the following data:

• Title of the job;
• Description: Describe the job to best explain the Experts what you need;
• Urgency level:
• RED background color: you ask for a support in few minutes;
• ORANGE background color: you ask for a support in an hour;
• GREEN background color: you ask for a support in few hours;
• Product type: select it from a predefined list (the visible products are covered by at least one Expert);
• Brand name: select it from a predefined list (the visible brands are covered by at least one Expert);
• Model/Series: digit the name of the model or series.
• Contact mean: Declare completed the task and release a feedback to the Expert.
• Chat: integrated on our platform chat, where you can exchange text messages and file of maximum 500kB/ single file;
• Phone: choose this mean if you need to talk with the espert;
You can decide to use any other mean after the first touch due to your needs;
• Phone number: specify your phone number if you want to talk with the Expert. It will be visible only from the Expert you will assign an SOS in case you choose the phone as a means of contact;
• Credits: Specify how many credits you are willing to offer for support.

In your profile insert the skills you own about technological products, specifying the product type, the brand.

Set your availability as days of the week and time in a day.

If the product type, brand of a new SOS match with your skills and the SOS launching time matches with your availability, you will receive a notification about it. If you accept the job and the User assigns you the job, start chatting or phoning with the User. From this time you have to support the User until the problem is solved.

As soon as the User declare the SOS closed you will receive the credits offered by the User and a feedback.

The Expert is selected according to the following criteria:

• the day of the week when the SOS is launched falls within the days when the Expert is available;
• the time when the SOS is launched falls within the time slot when the Expert is available;
• the product specified in the SOS is one of the products known to the Expert;
• the average grade calculated from feedback received previously. The higher the average grade, the higher the priority with which you can be contacted.

We do not guarantee that the support request will be accepted by any Expert. The platform provides the possibility to find support but not the certainty.

The Expert contacts the User by phone or by the platform embedded chat. The Expert will be available to the User for as long as the probem is solved.

At the end of the task, the User declares the SOS closed. Credits offered by the User are then transferred from the User's account to that of the Expert. The User can and should give feedback to the Expert, consisting of a rating from 1 to 5 stars and a comment. Each rating will contribute to the average Expert rating which will be considered in future selections as described at point 5.

You can withdraw part or all of your credits. Click on "Withdraw credits" from the User menu to open the corresponding page.

Necessary conditions to withdraw:

- must be at least 30 days after your previous request or, in case of first request, after the date of registration;

- your current credits must be more than 10 times the bonus received after the registration .

Moreover, withdrawable credits are net of the bonus received at registration. For example if your credits are 600 and the bonus received is 50, then the withdrawable credits are 550.

Withdrawn credits are paid net of a fee as specified at point 10.

On this page there is a list of all the requested withdrawals. For every request the following informations are shown:

• ID: unique numerical identifier of the request;
• Date Time: local date and time the withdrawal was requested;
• Credits: amount of credits requested;
• Status:
  • Pending: the request is still pending;
  • Paid: the request has been worked;

To request a new withdrawal, press the "NEW REQUEST" button. Then click on the "REQUEST CODE" button to generate an alphanumeric secret code that will be sent to the email address associated with your profile.

Enter the received code in the appropriate field and click on the "VERIFY CODE" button. You have three attempts available after which you will need to request a new code.

If the code you entered corresponds to the generated code you can start filling out the actual request:

• Recipient's kind: select the kind of recipient
  • Individual: the recipient is a physical person;
  • Legal entity: the recipient is a legal entity (company or in any case holder of a VAT number);
• Recipient's data;
• Payment method:
  • Paypal;
  • Stripe;
  • Bank transfer;
• Email: in case you have chosen Paypal or Stripe you will be asked to specify also the email you have inserted in your Paypal or Stripe profile;
• IBAN: in case you have chosen the transfer you must also specify the IBAN code on which you want to receive the money;
• Credits: amount of credits requested.

Finally click on the "CONFIRM" button to complete the operation.

To increase your credits click on "Buy credits" from the User menu. A credit equals 1€.

Fill in the request with the following data:

• Credits: credits to buy
• Payment method: select a payment method from the following ones
• Paypal
• Stripe

Finally click on the "PROCEED" button to complete the operation.

The payment process depends on the chosen method:

• Paypal: access the Paypal portal using your credentials and pay the corresponding amount
• Stripe: fill out the card with the name printed on the front of the card, your credit card number, CVC number printed on the back of the card, the expiration date printed on the front of the card. Click on the "PROCEED" button to proceed with the actual payment

In this section there is the list of past and present interlocutors.

Click on the button "Chat" in the User menu to go to this section.

If you click on one of the names present, the messages exchanged with the corresponding interlocutor are displayed. The interlocutor’s name is then also displayed at the top of the chat.

In the right part of the chat pane your messages are displayed while in the left part the messages of the interlocutor.

At the bottom of the chat there is the message writing area.

To send a text message type your message in the corresponding area and click on the "SEND" button located below.

To send a file click on the "ATTACH" button and select the desired file.

The User who requires support pays the credits he/ she offers while the Expert receives the credits offered net of the commission applied. The credits that the Expert displays in the received SOS correspond to the credits he/ she will actually receive.

For each transaction between User and Expert the platform retains a percentage of the offered credits that varies according to the credits transacted as follows:

• 5% for offers above 100 credits;
• 6% for offers above 90 credits up to 100 credits;
• 7% for offers above 80 credits up to 90 credits;
• 8% for offers above 70 credits up to 80 credits;
• 9% for offers above 60 credits up to 70 credits;
• 10% for offers from 0 credits up to 60 credits.

Moreover on every credits' withdraw the platform retains a fixed fee of 10%.

Click on the button "Contact Us" in the User menu to communicate with us.

In this page there is the list of your past alerts.

Click on the button "NEW ALERT" to send us a new alert.

Write your message in the dedicated text area and click on the button "SEND" to send us the message.

Use this function for tips how to improve the platform, to request the insertion of new products in our predefined lists or for any further needs of yours.

You can open a dispute seven days after the SOS launch date.

The Expert may open a dispute if the User has not closed the SOS after the end of the support. Before opening a dispute try to contact the User to request the closing of the SOS.

Just follow these simple steps to open a dispute:

1. Click on the "Manage" button in the SOS box where you are opening the dispute;
2. Click on the link "Open a dispute" inside the "Live" page of the SOS.

The Staff will take care of your problem and solve it as efficiently and fairly as possible. The Staff will contact both parties to resolve the dispute.

From the opening of the dispute you will still have five days to try to find a friendly solution with the User.

In the absence of a response from you or the counterparty to the requests of the Staff, the Staff will independently resolve the dispute on the basis of the informations received.