Thank you for choosing ESET® Support Services for your computer optimization and security needs. The provision of ESET Support Services are governed by this ESET® Support Services Agreement ("Agreement").

In order for ESET to provide you Support Services (“Service”) you need to put in an order for Service and ESET needs to confirm the receipt of the order. ESET shall provide the ordered Service only if: (1) you accept the terms this Agreement, and (2) the Service is available.

ESET® North America will provide Service that you have indicated in your order. The description of currently offered services can be found on http://www.eset.com. ESET® may, at any time, modify the scope of any of the services provided, or delete or add service products from the list of services provided, with or without prior notice.

ESET® North America will use commercially reasonable efforts to assist you for the specific Service you have purchased. However, not all computer problems, issues or errors can be diagnosed or corrected, and some may require you to return your computer to its original factory state, reinstall the operating system, application software, reinstall or configure your personal settings and data, or work with a 3rd party hardware or software vendor in order to resolve the computer problem, issue or error. ESET reserves the right to refuse to provide Services if it deems that computer problem cannot be corrected. In such case, the ESET shall issue a refund for the Service that was not provided.

ESET® Support Services

Installation & Configuration

ESET® Installation & Configuration services offers remote for installing and configuring your ESET® security software on your PC, MAC or mobile Android device.

• Installation and configuration of ESET antivirus software

Health Check/Tune Up

ESET® Health Check & Tune up service offers remote assistance with troubleshooting and resolving computer problems, issues or errors as well as optimizing your PC, MAC or Android performance.

• Check overall resource usage and tune up to enhance speed and efficiency
• Check Windows® and third party software for updates
• Defrag computer for faster data retrieval
• Review software that's slowing you down

Malware Removal

Our ESET® Malware Removal service offers remote troubleshooting for assisting in removing unwanted malware, spyware and potentially unwanted application from your PC, MAC or Android device. Backing-up or transferring your data may be required prior to troubleshooting.

• Removes viruses, Trojans, worms, other threats
• Priority access to ESET Support Services team
• Application of proper system settings
• Improve the security of your identity and digital information

All-in-one & Advanced Packages

ESET® All-in-one & Advanced Packages combine ESET® Installation & Configuration, ESET® Health Check & Tune up and ESET® Malware Removal services and add the additional value of free malware removal for the duration of your ESET security software for your PC, MAC or Android license purchased as part of this service.

• Fully optimize performance and protect your device from future threats
• Priority access to ESET Support Services team
• We’ll check overall resource usage and tune up to enhance speed and efficiency
• Remove all viruses, Trojans and other threats
• 1-Year free service for any future infections
• Installation and configuration of ESET antivirus software
• Removal of 3rd party security software and Installation and configuration of ESET antivirus software

Starter Package

ESET® Starter Package includes ESET® Installation & Configuration (if needed), ESET® Health Check & Tune up and ESET® Malware Removal services.

• We’ll check overall resource usage and tune up to enhance speed and efficiency
• Check Windows® and third party software for updates
• Defrag computer for faster data retrieval
• Review software that's slowing you down
• Removes viruses, Trojans, worms, other threats
• Priority access to ESET Support Services team
• Application of proper system settings
• Improve the security of your identity and digital information

Your Responsibilities

You agree to: 1) Follow the procedures and requirements that ESET® provides in order to perform the Service; 2) work with our service agents performing the troubleshooting and the troubleshooting steps they perform in order to provide the Service; 3) back-up your computer hard disk and/or other storage devices you may have before your remote session with the service agents begins; 4) be responsible for any loss, alteration or corruption of your data, software or files; 5) ensure your computer meets all requirements and specifications required for each hardware or software application installed; 6) provide the service agent with required passwords and key codes; 7) ensure that you have all legal rights, including copyrights for all software compatibility issues; and 9) indemnify ESET® from and against and all liabilities, damages, claims or proceedings arising out of your failure for not complying with the above requirements.

LIMITATION OF LIABILITY. NO EVENT SHALL ESET, ITS EMPLOYEES OR LICENSORS BE LIABLE FOR ANY LOST PROFITS, REVENUE, SALES, DATA OR COSTS OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES, PROPERTY DAMAGE, PERSONAL INJURY, INTERRUPTION OF BUSINESS, LOSS OF BUSINESS INFORMATION OR FOR ANY SPECIAL, DIRECT, INDIRECT, INCIDENTAL, LIQUIDATED, PUNITIVE, SPECIAL OR CONSEQUENTIAL DAMAGES, HOWEVER CAUSED AND WHETHER ARISING UNDER CONTRACT, TORT, NEGLIGENCE OR OTHER THEORY OF LIABILITY.

Payment

Except for credit or debit card transactions, amounts are due upon receipt of invoice from ESET®. You agree to pay as specified by ESET® in the invoice, including any applicable sales, use of similar taxes, fees or duties (unless you supply exemption documentation), and any late payment fees. No other discounts, quantity entitlements, or promotions apply unless expressly specified for the transaction, in the invoice.

If a service is quoted at an incorrect price due to typographical error or error in pricing information: 1) ESET® has the right to refuse or cancel any orders placed for the service quoted at the incorrect price, even if ESET® has confirmed the receipt of your order and charged your credit or debit card: and 2) if ESET® has charged your credit or debit card but subsequently canceled your order, ESET® will promptly issue a credit to your credit or debit card account for the amount charged.

Refund Policy

Refunds can be provided only within 30 days of the purchase date. A refund shall be issued only for the following circumstances:

• Incorrect service purchased – Should be processed with correct purchase
• Service not availed – service purchased but not availed
• Issue could not be resolved
• Service not available
• Duplicate purchase – Errant duplicate purchases