Avast Customer & Technical Support Policy

Transcription

1 Avast Customer & Technical Support Policy PLEASE READ THE TERMS AND CONDITIONS OF THIS SUPPORT POLICY ( SUPPORT POLICY ). THIS SUPPORT POLICY IS PROVIDED BY AVAST SOFTWARE s.r.o., A COMPANY DULY ORGANIZED AND EXISTING UNDER THE LAWS OF THE CZECH REPUBLIC, REGISTERED IN THE COMMERCIAL REGISTER MAINTAINED BY THE MUNICIPAL COURT IN PRAGUE IN SECTION C, INSERT NO , IDENTIFICATION NO ( Avast ). THE SUPPORT DESCRIBED IN THIS POLICY, THE PRIVACY POLICY AT AND THE TERMS OF SERVICE APPLICABLE TO YOUR PURCAHSED AVAST SOFTWARE APPLU TO THE AVAST SERVICES YOU HAVE ORDERED. YOU OR YOUR REFERS TO THE INDIVIDUAL WHO IS UTILIZING THE SUPPORT. If you need to Contact Us, you may use our Support portal at to fill a new support request. GENERAL TERMS COMPATIBILITY means the ability of Avast PRODUCT and YOUR DEVICE and all its hardware and software components to work together without YOUR intervention or modification. DEVICE means any mobile phone, tablet, other mobile product ( MOBILE DEVICE ) or any personal computer, desktop, laptop, or other ( PERSONAL COMPUTER ) running on an operating system supported by Avast as specified in the TECHNICAL SPECIFICATIONS in respect of the Avast PRODUCT. DOWNLOAD means the process of copying the INSTALLER from Avast servers or an alternative source into YOUR DEVICE. INSTALLER is a software package which is required to install Avast PRODUCT into YOUR DEVICE. INSTALLATION means the initial set up of an Avast PRODUCT in YOUR DEVICE. ISSUE means the problem within the scope of this Support Policy that YOU submit to Avast for diagnosis and resolution. CONFIGURATION means the process of adjusting the initial (default) configuration of Avast PRODUCT to fit the hardware and software configuration of the DEVICE. Avast PRODUCT means certain software including any upgrades or updates thereto as provided by Avast and related explanatory written materials. UNINSTALLATION means the removal of Avast PRODUCT from the DEVICE. MALWARE (short for "malicious software") refers to software intended to damage or do other unwanted actions on YOUR DEVICE, disrupt its operation, gather sensitive information, or gain unauthorized access to YOUR DEVICE.

2 SAMPLE, for the purpose of Avast Virus Lab analysis, means an object, either a file (in the form of executable code, scripts, active content, or other), or the URL or similar unique locator, which uniquely identifies the object. MALWARE SAMPLE means a SAMPLE which appears to be malicious but Avast PRODUCT doesn't show any alert even if it's intended to do so. FALSE POSITIVE means a SAMPLE which is known to be safe but it causes Avast PRODUCT to raise a false alarm. FUNCTIONALITY means the ability of Avast PRODUCT to work in accordance with its TECHNICAL SPECIFICATIONS. TECHNICAL SPECIFICATIONS means the technical documentation applicable to the relevant Avast PRODUCT, available at Avast websites as updated from time to time. THIRD PARTY MATERIALS means software, services, websites, offers and promotions or products provided by any third party and governed by THIRD PARTY TERMS AND CONDITIONS. THIRD PARTY TERMS AND CONDITIONS means any license agreements, terms of use, terms of service, privacy policies and other conditions established by third parties governing access to or use of THIRD PARTY MATERIALS. UPDATE AND UPGRADE means content or code Avast deploys to update Avast PRODUCT including but not limited to new releases or versions of Avast PRODUCT, updated Malware signatures, anti-spam rules, URL black or white lists, firewall rules, or any other available update provided by Avast from time to time in connection with Avast PRODUCT. SUPPORT OVERVIEW Avast shall provide the Support as set forth in this Support Policy. Avast may provide to YOU Support using the following methods: the Avast websites, , live chat session, the telephone, a remote connection session, or by a combination of such mediums. YOU are encouraged to visit the Avast website to try and resolve the Issue before contacting Avast. Avast may, at its discretion, modify the terms of this Support Policy, features or descriptions of the Support from time to time as published on the Avast Websites. Online Support is provided 24 hours a day, 7 days a week; , live chat, telephone and remote Support are provided during normal Avast business hours (8:00 to 17:00) local Czech Republic time. Depending on the issue, Avast may send your Support request to a different group for resolution. SCOPE OF SUPPORT Avast provides the following Support:

3 Avast Technical Support to solve DOWNLOAD, INSTALLATION, CONFIGURATION, FUNCTIONALITY, COMPATIBILITY, UPDATE AND UPGRADE, or UNINSTALLATION Issues and questions in connection with Avast Product. Avast Customer Support to solve LICENSE, SUBSCRIPTION, refund, pricing, billing, sales, presales or similar Issues and questions in connection with Avast Product. Avast Virus Lab Service to analyze new MALWARE SAMPLES and FALSE POSITIVES. Avast may, at its discretion, provide other Support the use of which shall thereupon be subject to special Terms and Conditions or THIRD PARTY TERMS AND CONDITIONS, as applicable in addition to these Terms. SUPPORT FEES and PERIOD Unless indicated otherwise, the Support described in this Support Policy is included with YOUR subscription to the applicable Avast Services at no additional charge. The Support in this Support Policy is available at the start of YOUR subscription to Avast Services and ends upon the expiration or termination of YOUR Avast Services subscription. SUPPORT REGISTRATION In order to use Support, YOU must (i) provide YOUR address, name, or any other subscription or payment information required by Avast and (ii) meet the basic technical requirements for receiving a Support this way. YOU must be able to access the Internet, YOUR account, and/or the on-line chat service. If the failure to resolve YOUR Issue or address YOUR need is due to YOUR failure to access the Internet, to receive an message, to access YOUR account, or similar cause beyond Avast s control which prevents the Support from being delivered to YOU, Avast may use commercially reasonable efforts but is not obligated to find an alternative way to provide YOU the Support. EXCLUDED FROM SUPPORT Avast reserves the right to exclude issues from its Support Policy, including but not limited to diagnostic and resolution of Issues with Third Party Materials and MALWARE removal. LANGUAGES The Support is provided in multiple languages ( Supported Languages ) and the Support availability, Response and Resolution times may vary depending on the language. The high priority languages (A) are English, French, Spanish, Portuguese, German, and Russian. The standard priority languages (B) are Polish, Italian, Czech, Turkish and Arabic. Avast may, at its discretion, (i) change the language priority, (ii) cease providing the Support in the particular language, or (iii) start providing the Support in another language. If a Support request is received in other language, Avast may (i) provide YOU with a list of Supported Languages along with the basic instructions in English language, (ii) respond to YOUR Support Request in English language, or (iii) respond to YOUR Support Request in YOUR language by means of automatic translation (along with the original text in English language). PRIORITIES, RESPONSE AND RESOLUTION TIMES

4 FALSE POSITIVE and MALWARE samples receive the highest priority because they may allow us to protect more users from similar issues or attacks. Requests for Support from paying customers and are given priority over requests for Support from nonpaying customers; and in accordance with that priority level, requests for Support are responded to in the order they are received. Once you submit an Issue, it is recorded in the Avast system. You do not need to send Avast another message on the same topic. Target response for technical Issues, is 48 hours and the Target response for commercial Issues is 36 hours. Avast OBLIGATIONS Avast will make commercially reasonable effort to troubleshoot or fix YOUR Issue that YOU have reported. In the course of providing the Support, Avast may determine that the issue is beyond the scope of the Support. Avast may use commercially reasonable efforts to refer YOU to the appropriate alternative resource; however, Avast will not transfer YOU directly to an alternate resource. If the failure to resolve YOUR Issue is due to YOUR failure or refusal to follow Avast s recommendations, instructions or applicable documentation, or is due to any other cause beyond Avast s control, Avast may use commercially reasonable efforts to refer YOU to an alternate resource. YOUR RESPONSIBILITIES Basic Responsibilities All information that YOU provide to Avast must be accurate, including YOUR name, address, or any other subscription or payment information required by Avast. YOU agree that YOUR use of the Support and the internet is solely at YOUR own risk. To help us assist you with YOUR issue, you should know the names of YOUR hardware, YOUR operating system, any other antivirus software loaded on YOUR operating system, and have a copy of YOUR Avast order confirmation with the Avast software license number, Avast order ID, and Avast purchase ID. If it's required to provide YOU the Support, YOU must confirm that YOU (a) have full administrator access and all rights to YOUR hardware and software product(s) installed on YOUR Device that are the basis of the Issue, and (b) have completed a back-up of any software or data that may be impacted by the Support. Liability Release Avast will have no liability for loss of or recovery of data, programs, or loss of use of systems(s) or networks arising out of the Support or any act or omission, including negligence, by Avast and/or its representatives. If Avast works with YOU on any password or other access control oriented Issues, Avast strongly recommends that YOU reset such passwords(s) immediately following the completion of the Support. OTHER IMPORTANT INFORMATION

5 DISCLAIMER OF WARRANTY AVAST EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. AVAST MAKES NO WARRANTIES THAT: (I) THE SUPPORT AND/OR SITE WILL MEET YOUR REQUIREMENTS; (II) THE SUPPORT AND/OR SITE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE; (III) THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF THE SUPPORT AND/OR SITE WILL BE ACCURATE OR RELIABLE; (IV) THE QUALITY OF ANY SUPPORT, PRODUCTS, SUPPORT OR INFORMATION PURCHASED OR OBTAINED BY YOU THROUGH THE SUPPORT AND/OR SITE WILL MEET YOUR EXPECTATIONS; AND (V) ANY ERRORS IN THE SUPPORT AND/OR SITE WILL BE CORRECTED. ANY SUPPORT TOOL, MATERIALS AND/OR DATA DOWNLOADED OR OTHERWISE OBTAINED BY YOU THROUGH THE USE OF THE SUPPORT IS AT YOUR OWN DISCRETION AND RISK. THE SUPPORT TOOL IS PROVIDED AS IS, EXCLUSIVE OF ANY WARRANTY. AVAST DOES NOT PROVIDE WARRANTY FOR DAMAGE CAUSED BY USE OF 3RD PARTY PRODUCTS. YOU UNDERSTAND AND AGREE THAT IT IS YOUR RESPONSIBILITY TO BACK UP THE DATA, SOFTWARE, INFORMATION, OR OTHER FILES STORED ON YOUR PERSONAL COMPUTER DISKS AND/OR DRIVES, AND/OR YOUR MOBILE DEVICE STORAGE. YOU ACKNOWLEDGE AND AGREE THAT AVAST SHALL NOT BE RESPONSIBLE UNDER ANY CIRCUMSTANCE FOR ANY LOSS OR CORRUPTION OF DATA AND/OR SOFTWARE. LIMITATION OF LIABILITY AND INDEMNIFY TO THE MAXIMUM EXPTENT PERMITTED BY APPLICABLE LAW AND REGARDLESS OF WHETHER ANY REMEDY SEST FORTH HEREIN FAILS OF ITS ESSENTIAL PURPOSE, IN NO EVENT WILL AVAST OR ANY OF ITS AFFILAITES BE LIABLE TO YOU FOR ANY SPECIAL, CONSEQUENTIAL, INDIRECT OR SIMILAR DAMAGES, INCLUDING ANY LOST PROFITS OR LOST DATA ARISING OUT OF THE PROVISION OF SUPPORT EVEN IF AVAST HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO CASE SHALL AVAST'S OR ITS AFFILIATES LIABILITY EXCEED THE AMOUNT OF $1, USER FEEDBACK Avast welcomes YOUR comments concerning Avast PRODUCTS and Support, including notice that you have experienced a failure, error or other malfunction, and suggestions for additional or different features and functions. Avast accepts no obligation to respond or act on any such comments or suggestions and this invitation to comment does not constitute any admission of liability or product failure of Avast PRODUCT, but you grant Avast a perpetual, irrevocable, transferable, sub-licensable, fully paid-up, royalty-free, worldwide right and license under YOUR intellectual property rights (if any) to use, copy, distribute, reproduce, disclose, sell, re-sell, sub-license, modify, display, publicly perform, transmit, publish, broadcast, translate, make derivative works of, and otherwise exploit in any manner whatsoever YOUR comments and suggestions.