“PcProtect365” is a division of AIST SUPPORT S.L.
Definition of terms used in this document
“Service” or “services” refers to the technical assistance, and/or the process of providing technical assistance, that PcProtect365 offers and any options therein.
“Caller” is any individual or individuals who willingly contact a representative of PcProtect365. Methods of contact include, but are not limited to, telephone, email and internet chat. Communication of a PcProtect365 representative with a “caller” does not imply that any services have been rendered.
“Customer” is any individual or individuals who willingly choose to utilize one or more services offered by PcProtect365.
“Customer” also describes any individual or individuals utilizing one or more services offered by PcProtect365, but who has a “caller” contact PcProtect365 to represent them.
“Utilization” or “utilize” is the action of a caller willingly receiving one or more of the services offered by PcProtect365.
“Technology” refers to any desktop computer, portable computer (laptop), tablet or smartphone. Desktop computers typically have a monitor (screen), mouse and keyboard attached to them. Laptops are all inclusive and can also be referred to as a “computer”. Tablets and smartphones are typically mobile devices with a touchscreen running a specific mobile operating system such as, but not limited to, Windows and Android.
“Computer peripherals” or “peripherals” are any device that attaches to a computer. Examples include, but are not limited to, printers, scanners, speakers, microphones, cameras, and external storage devices (external hard drives, tape drives, USB drives, etc.).
“Software” is any program that can be placed, installed, and/or used on a computer, mobile phone or tablet device.
Acceptance of policy
Upon utilization of one or more of the services offered by PcProtect365, the customer automatically accepts all the terms and policies detailed in this document. The caller bears the right to reject one or more of the terms and policies described in this document. If a caller rejects the terms and policies described in this document, PcProtect365 reserves the right to refuse service to that caller.
Modification of terms and policies
PcProtect365 bears the right to modify any information in this document at any time. PcProtect365 is not obligated to provide prior warning, or post notification, to any individual or individuals of modifications to this document.
Types of services available
All options refer to PcProtect365 service options.
“Monthly Unlimited Support Plan” – a customer pays an upfront fee for technical assistance, followed by an ongoing monthly charge (recurring payment) for continued support for one or more technology devices or computer peripherals in which they maintain ownership of, in their home. The “unlimited” feature allows household members to contact PcProtect365 as many times as needed as long as the plan remains active. This option is billed ongoing for 1 month at a time and will automatically recur unless a cancellation of services is initiated. Re-occurrence of the same technical issue will be covered as long as the customer is active (current on payment, both for the initial rate and/or monthly ongoing cost) and for a period of 10 days from the original date of resolution if the account is no longer current and/or active. Any subsequent issues beyond the period of inactivity and non-payment that require additional assistance by PcProtect365 will be subject to additional fees; this is regardless of how similar in nature the subsequent issue(s) is/are.
“Yearly Unlimited Support Plan” – a customer pays an upfront fee for technical assistance, followed by an ongoing yearly charge (recurring payment) for continued support for one or more technology devices or computer peripherals in which they maintain ownership of, in their home. The “unlimited” feature allows household members to contact PcProtect365 as many times as needed as long as the plan remains active. This option is billed for 1 year at a time and will automatically recur unless a cancellation of services is initiated. Re-occurrence of the same technical issue will be covered as long as the customer is active (current on payment, both for the initial rate and/or monthly ongoing cost) and for a period of 10 days from the original date of resolution if the account is no longer current and/or active. Any subsequent issues beyond the period of inactivity and non-payment that require additional assistance by Tech to Us will be subject to additional fees; this is regardless of how similar in nature the subsequent issue(s) is/are.
“One-Time Fix” – a customer pays an upfront fee for cloud data backup services, technical assistance
“Security Suite Software” – a customer pays an upfront fee for anti-virus and/or anti-spyware software, followed by an ongoing yearly charge (recurring payment) for continued software updates. This service is billed ongoing for 1 year at a time and will automatically recur unless a cancellation of services is initiated. PcProtect365 may utilize 3rd party software and services to provide the software. Support is handled exclusively by PcProtect365 representatives.
The amount that the customer is going to be charged relies upon which service option or options they choose to utilize.
When a customer agrees to utilize one or more PcProtect365 services, it is the customer’s obligation to provide payment prior to the service being initiated. The customer bears the right to refuse payment for the services, but PcProtect365 then bears the right to refuse service to that individual or individuals.
Credit Card & Debit Card Use
PcProtec365 accepts all cards that have either a Visa, MasterCard, American Express or Discover card logo on them.
Any customer providing credit card or debit card information over the phone must be at least 18 years of age. If the customer does not have a credit card or debit card, the individual of whose credit card or debit card they will use must be present at the time of the call. Otherwise, PcProtec365 bears the right to refuse service to the caller.
If any or all of the customer’s credit/debit cards fail authorization, PcProtec365 bears the right to refuse services to that customer.
PcProtect365 may securely store credit/debit card data for billing purposes. This information is typically stored on a 3rd party secure payment gateway and PcProtect365 does not have access to any complete card numbers.
PcProtec365 supports computers, computer related devices, mobile phones (such as smartphones), tablets and software. Computer related devices typically are referred to as “peripherals” as mentioned above. But support expands to “any technology that assists a computer or other technology device in performing one or more functions”. This includes, but is not limited to, support for issues such as viruses and malware, routers and modems, and assistance with software packages such as Antivirus software. As new technology arises, it is left to the discretion of PcProtect365 if any other technologies will be added to the scope of support. PcProtect365 reserves the right to decline service for any issue, device, product or item for any reason at our discretion.
Responsibilities of PcProtect365
It is the responsibility of PcProtect365 to provide customers with competent and timely solutions to their technology problem(s). PcProtect365 representatives strive to provide excellent service. If the technician cannot resolve the issue via a remote connection, the technician is required to instruct the customer as to what needs to be done to resolve the issue.
The customer should be aware that while PcProtect365 technicians are expected to perform exceptionally and timely, certain circumstances and the nature of issues can cause resolution times to vary. PcProtect365 does not guarantee resolution times and time of resolution is not a factor impacting our money back guarantee.
PcProtect365 has partnered with a third party firm to provide onsite support when a situation is not able to be resolved over the phone or remotely. PcProtect365 is not responsible for any services rendered by the third party. Billing may be handled directly with the third party and PcProtect365 is not responsible for billing errors including overages, refunds, etc. when billed by the third party firm. PcProtect365 removes itself from all liability associated with using this third party service. Onsite services are not included in any PcProtect365 Unlimited Support plans and they are always separate billable services.
PcProtect365 services are in no way a warranty. Replacement of items such as hardware, components and accessories are not covered.
PcProtect365 is not responsible for obtaining, or paying for, any software, including, but not limited to, operating systems, software applications, and drivers.
The customer is expected to provide the sales agent, support technician or any other PcProtect365 representative, with any information requested to the best of the customer’s ability and knowledge. Withholding important information for the purpose of invoking the money back guarantee is prohibited.
The customer is expected to understand basic instructions that the technician provides to them over the phone (moving the mouse, mouse clicking, locating power buttons on devices, etc.).
The customer is also responsible for seeing the support process through to its completion.
Oftentimes, PcProtect365 will use “third-party software” to assist in resolving an issue. “Third-party software” is software that is not manufactured by PcProtect365. Examples of this software are virus and malware removal tools. To the best knowledge of PcProtect365, the software is fully licensed and breaks no laws when it is used on a customer’s device.
PcProtect365 is not responsible for the unlikely scenario of third-party software causing damage to your device’s hardware or software. How the technician proceeds if this occurs is at the discretion of the support technician, supervisor, and/or manager.
PcProtect365 may accept End User License Agreements on your behalf – for third party software and any PcProtect365 branded software.
PcProtect365 uses third-party remote assistance software to help resolve most customer issues. Remote assistance software allows the technician to remotely control a customer’s device to expedite the steps needed to resolve the issue.
This software is fully licensed and breaks no laws when it is used on a customer’s device.
The software installs a small piece of software on the customer’s device. While the software is typically harmless, PcProtect365bears no responsibility for unforeseen negative effects that the software has on the customer’s device.
A functioning internet connection is required on the device in which the technician intends to take remote control of. The lack of internet connectivity or a slow internet connection can make remote assistance impossible. In this scenario, the customer will need to follow the technician’s instructions to restore the device’s internet connection for the purpose of eventual remote control.
The customer bears the right to refuse a remote connection to their device. But the customer must then understand that without remote assistance, resolution of the issue will take longer and require more customer interaction.
PcProtect365 also bears the right to refuse service, at it’s sole discretion, if a customer chooses to refuse a remote assistance connection.
PcProtect365 will make their “best effort” to salvage and secure any important data on a customer’s device or notify the customer of a situation where data may be lost. However, PcProtect365 is not responsible for notifying the customer of potential data loss, backing up data, the loss of any data or the failure to retrieve previously backed up data, by any other method. Unforeseen issues may occur and PcProtect365 is not responsible for these situations during the course of our troubleshooting and support process. It is the customer’s responsibility to ensure that data is properly backed up before engaging in any support or troubleshooting with PcProtect365.
The customer may cancel standard service offerings at any time. However, cancellation of a service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.
From time to time PcProtect365 may offer a service option that requires a commitment, either written or verbal, to pay and/or keep the service active for a specific period of time. During this time, the customer cannot cancel the service as per the binding written or verbal agreement. Any payments required to be made must continue for the duration of the agreed upon time. At which time the agreed upon time frame has ended, the customer is allow to cancel their service. The cancellation of service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.
The customer bears to the right to receive a refund if the service process has not yet been initiated. This implies that absolutely no steps have been taken by the PcProtect365 technician to resolve the customer’s issue or to answer the customer’s question(s). If the customer receives a refund at this time, PcProtect365 bears the right to refuse further service to that customer.
PcProtect365 provides a 30 day, no questions asked, “100% money back guarantee”. It is the responsibility of the PcProtect365 technician to resolve the problem and/or answer the question(s) accurately. The technician must be allowed all opportunities to resolve the issue. What is considered “all opportunities” varies depending on the nature of the issue and will be defined at the discretion of a PcProtect365 technician, agent, supervisor, and/or manager. If the technician is unable to fully resolve the customer’s’ problem, or answer the question(s) after exhausting all possible methods of a resolution, a full refund will be issued.
PcProtect365 cannot guarantee the time-frame of how long a refund will take to credit back to a customer’s card. It is typically 5-7 business days; but PcProtect365 has no control over of the time-frame after PcProtect365 has processed the refund.
The customer has the option to cancel any recurring support options. A refund for already billed services is not allowed after the 30 days since the purchase of the support plans.
PcProtect365 must be directly contacted to cancel any ongoing service.
PcProtect365 reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, PcProtect365 will fairly assess the situation and provide refunds when appropriate.
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