This is a translation. The Slovak version is legally binding.
Remote IT support – terms for businesses
1. Subject of the service
Remote administration and support of the Client’s computers and servers (Windows 10 version 1809 or later, Windows 11, Windows Server 2016 and later, common Linux distributions) and, by agreement, also of network devices and VMware ESXi 8 or later virtualisation in the Client’s network: installation, configuration, updates, troubleshooting, security checks and maintenance. A detailed list of supported systems is given in the service description. We do not support Windows 7, 8.1, Windows Server 2012 R2 or older systems. Their upgrade to a newer system can be agreed as a separate session without warranty. The service does not include hardware repairs, on-site visits, recovery of data from damaged media, licences, or the design of new network and server infrastructure.
2. Packages and prices (excl. VAT)
| Package | Credit | Validity | Price excl. VAT | incl. VAT |
|---|---|---|---|---|
| Try it free – 15 minutes | 15 min | 15 days | free – promo offer | – |
| 15 minutes | 15 min | 15 days | 14,00 € | 17,22 € |
| 1 hour | 1 h | 15 days | 45,00 € | 55,35 € |
| Week – 3 hours within 7 days | 3 h | 7 days | 119,00 € | 146,37 € |
| Monthly plan – 12 hours within 30 days | 12 h | 30 days | 420,00 € | 516,60 € |
3. Billing
- A package is prepaid credit in minutes. The time of actual work from the start to the end of the session is deducted, in whole minutes. The credit is shared by all of the Client’s devices connected to the Client’s account.
- An overview of sessions (date, device, duration, description) is available in My account → Remote support. After each session, an e-mail with the remaining balance is sent.
- The credit is valid for the period stated for the package. Unused credit expires without compensation. The package with the earliest expiry date is used first.
- Work exceeding the remaining balance will be performed only after approval and will be invoiced at the rate of the “1 hour” package in whole minutes. The invoice (tax document) is issued upon payment for the package.
4. Procedure and response time
After payment, the connection procedure and a one-time code for each device become available in My account → Remote support. OpenSSH, the NetBird client for an encrypted connection and a hidden service account “podpora” are installed on the device. We connect at the Client’s request submitted in My account → Remote support, where communication and approval of work beyond the scope of the request also take place. With a monthly flat-rate plan, we also connect for the agreed regular maintenance. Response time: within 4 working hours, working days 8:00 – 17:00.
5. Security, confidentiality and personal data
Access is possible only with an encrypted key via a private network. No ports are open to the internet. The technician is assisted by the artificial intelligence assistant Claude (Anthropic), which operates under fixed rules; the session is always directed by the technician, who is responsible for it. We treat the Client’s information as confidential. If we come into contact with personal data during a session, we process it as a processor under Art. 28 GDPR, solely for the purpose of the session and in accordance with the Client’s instructions. The data processing agreement forms part of the order; the text is available on request at support@e-digiroot.net. The Client is responsible for backing up data; we will notify the Client before any risky intervention.
6. Liability and termination
We perform the service with professional care. Liability for damage is limited to the price of the package from which the session was paid. We are not liable for lost profits or for defects in third-party hardware and software. The Client may revoke access at any time using the End remote support shortcut on the desktop (launcher C:\ProgramData\RemoteSupport\ZRUSIT-PRISTUP.cmd) or by a request. If no new package is active within 30 days after the expiry, we will remove the access free of charge. Complaints are handled by e-mail within 30 days.