Terms of use

1. Who we are and what these terms cover

These Terms of Use govern the use of RHAEM DESK, a remote access and support platform provided by RHAEM ("RHAEM", "we"). They apply to the website, the web console (/app), the technician app, the Host installed on enrolled computers and Quick Support.

By creating an account, accepting an invitation, subscribing to a plan or using Quick Support, you confirm that you have read and accept these Terms, the Privacy Policy and the Acceptable Use Policy, which form part of this document.

2. Definitions

• Customer: the individual or legal entity that subscribes to a plan and manages a company account on RHAEM DESK.
• Operator (technician): a person authorized by the customer to start remote sessions.
• Host: an app installed on a computer enrolled by the customer for recurring access.
• Quick Support: a single-use app run by the person receiving help, which only allows the connection after that person's explicit acceptance.
• Session (connection): active access to a remote computer. One session counts as one connection, regardless of how many operators take part.

3. Registration and account

To create an account you must have full legal capacity (18 years or older) and provide a valid email address, which will be verified. You are responsible for keeping your password secret, enabling two-step verification when required and for all activity performed with your credentials.

The customer is responsible for the operators it invites, the permissions it grants and for removing access from anyone no longer authorized. Two-step verification is mandatory for administrators.

4. Plans, limits and free trial

The plans (Essencial, Profissional, Empresarial and Corporativo), their prices and limits — concurrent connections, operators, enrolled devices, history retention and Quick Support sessions per month — are those published on the Plans page at the time of subscription. The customer keeps the subscribed plan version until the renewal following a notice of change.

The free trial lasts 15 days, requires no upfront payment and starts at the first authorized connection. After the trial, use continues only with a paid plan.

When a limit is reached, new sessions or enrollments beyond it are refused until usage decreases or the plan is changed. Ongoing sessions are not interrupted for that reason.

5. Payment, renewal and late payment

Plans are monthly, billed in advance in Brazilian reais (BRL) and renewed automatically until cancelled. Applicable taxes are included in the stated price unless indicated otherwise.

If a payment is late, we will notify you by email. After 15 days overdue, new sessions may be blocked until payment is made; sessions already in progress are not dropped because of the due date. After 60 days overdue, the account may be closed under section 10.

You may cancel at any time from the console; cancellation takes effect at the end of the paid period, with no penalty. Consumers who subscribe online may withdraw within 7 days of the first charge with a full refund (Brazilian Consumer Protection Code, art. 49).

6. Permitted use and consent

RHAEM DESK may only be used to access computers with the authorization of whoever has rights over them. In Quick Support, nothing is transmitted before the assisted person accepts; they see the technician's name, the company and the requested permissions and can end the session at any time.

With Host, the customer is responsible for having a legal basis for access (for example, ownership of the equipment and prior notice to its users) and for informing users about remote access and auditing. Detailed rules are in the Acceptable Use Policy.

7. Security and session content

Session media is end-to-end encrypted between participants. RHAEM has no access to the video, audio, keyboard input, files or other session content and does not record sessions covertly.

We record metadata needed for security, billing and the customer's audit trail (who, when, on which device, with which permissions and for how long), as described in the Privacy Policy.

8. Availability and support

We work to keep the service continuously available, but interruptions may occur for maintenance, due to third-party failures (such as internet and infrastructure providers) or force majeure. Planned maintenance is announced in advance whenever possible.

Support is provided by email (contato@rhaem.com.br) on business days. Standard plans do not include a service level agreement (SLA) with financial compensation.

9. Intellectual property

The software, the RHAEM DESK brand and the other elements of the platform belong to RHAEM. We grant the customer and its operators a personal, non-exclusive, non-transferable and revocable license to use the service while the plan is active. Copying, modifying, reverse engineering (except where permitted by law), sublicensing or reselling the service without written authorization is prohibited.

10. Suspension and termination

We may immediately suspend access or accounts if there are signs of fraud, abuse, breach of these Terms or the Acceptable Use Policy, or upon an order from a competent authority, stating the reason whenever the law allows.

Once the account is closed, the customer's data remains available for export for 30 days and is deleted within 90 days, except for data the law requires us to keep, as described in the Privacy Policy.

11. Liability

The customer and the operators are responsible for how they use sessions and for actions taken on the accessed computers. RHAEM is not liable for damage caused by unauthorized use of credentials due to the user's lack of care, nor for operators' actions on remote computers.

To the fullest extent permitted by law, RHAEM's total liability to business customers is limited to the amount paid in the 12 months preceding the event. This limitation does not apply to consumers or where the law prohibits it.

12. Changes to these terms

We may update these Terms. Material changes are communicated by email and in the console at least 30 days in advance. Each version is numbered and dated on this page.

13. Governing law and jurisdiction

These Terms are governed by the laws of the Federative Republic of Brazil. For consumers, the courts of their domicile have jurisdiction. In all other cases, the courts of RHAEM's registered office have jurisdiction, to the exclusion of any other.