This is a translation. The Slovak version is legally binding.
Remote IT support – terms for private individuals
Provider: e - digiroot, s. r. o., Winterova 1733/17, 921 01 Piešťany, Company ID (IČO) 44008872, Tax ID (DIČ) 2022779077, VAT ID (IČ DPH) SK2022779077, zapísaná v Obchodnom registri Okresného súdu Trnava, oddiel: Sro, vložka č. 21949/T. Contact: support@e-digiroot.net, +421 950 44 11 25. Version 98008890.
1. What you get
Remote help with your computer running Windows 10 (version 1809 or later), Windows 11 or Linux, for example setup, installation of programs, updates, troubleshooting, clean-up and security checks. The service does not include hardware repairs, work at your home, recovery of data from a damaged disk, the price of licences and programs, or the installation of illegal software. We do not support Windows 7, 8.1 or older systems. An upgrade to a newer system can be agreed as a separate session without warranty.
2. Packages and prices (incl. VAT)
| Package | Credit | Validity | Price incl. VAT |
|---|
| Try it free – 15 minutes | 15 min | 15 days | free – promo offer |
| 15 minutes | 15 min | 15 days | 12,90 € |
| 1 hour | 1 h | 15 days | 39,90 € |
| Week – 3 hours within 7 days | 3 h | 7 days | 99,00 € |
| Monthly plan – 12 hours within 30 days | 12 h | 30 days | 349,00 € |
3. How the credit is used
- You buy credit in minutes. Only the time of actual work on your computer is deducted, from the start to the end of the session, in whole minutes.
- You can see every session (date, duration, what was done) in My account → Remote support. After each session you will receive an e-mail with your remaining balance.
- The credit is valid for the period stated for the package. Any unused credit expires at the end of that period. We will send you a reminder three days before the expiry date. The package that expires first is used first.
- If the work should require more time than you have credit for, we will ask you in advance. We will not charge anything extra without your consent.
4. How it works
After payment, in My account → Remote support you will find the Start support button and a connection code. On the first connection, with your consent (you confirm a Windows dialog), the Windows OpenSSH component, the NetBird program for an encrypted connection and a hidden account “podpora” are installed. We connect to your computer only at your request, which you submit in My account → Remote support, where you will also find our messages and questions. We do not look at your screen and do not move your mouse. If something needs to be shown directly on the screen, we will arrange it with you. Response time: by the end of the next working day, working days 8:00 – 17:00.
5. Artificial intelligence, privacy and security
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 do not look into your files unless the task requires it. Login is possible only with an encrypted key, not a password, and your computer is not exposed to the internet. We will notify you before any major intervention. You are responsible for backing up your data. We will be glad to help you with the backup. We process personal data in accordance with the Privacy Policy.
6. Revoking access
You can revoke access yourself at any time: with the End remote support shortcut on the desktop (or Windows + R → C:\ProgramData\RemoteSupport\ZRUSIT-PRISTUP.cmd). You can also ask us to do so. If you do not have a new package within 30 days after the expiry, we will remove the access free of charge.
7. Withdrawal, complaints and disputes
You may withdraw from the contract within 14 days of payment by e-mail to support@e-digiroot.net. Since you requested that the service begin during this period, the right of withdrawal lapses once the credit has been fully used. In the event of withdrawal, we will refund the price of the unused minutes within 14 days. The promo package is free of charge and is therefore not refunded. Send complaints by e-mail; we will handle them within 30 days. If you are not satisfied with how your complaint was handled, you may contact the Slovak Trade Inspection (Slovenská obchodná inšpekcia, www.soi.sk) as an alternative dispute resolution entity. These terms supplement the general terms and conditions of the e-shop.
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