Remote support you start, and control.

1. Who this agreement is between

This agreement is between you, the person requesting support, and TekSupportUSA. It applies to every remote support session, whether you reached us by phone, email, our website, or a support ticket. By entering a session code and allowing a connection, you are agreeing to these terms.

2. Your permission to connect

We cannot connect to your computer unless you start the session and approve the connection. You are giving us permission to view your screen and, where you allow it, to control your keyboard and mouse in order to diagnose and work on the problem you have described. This permission lasts only for the session you have started and ends the moment the session ends.

3. You must have the right to grant access

You confirm that you own the device, or that you are authorised by the owner to allow support access to it. If the device belongs to an employer or another person, you confirm you have their permission. You are responsible for the accuracy of that confirmation.

4. What we will work on

We will work on the issue you have described and anything you specifically ask us to look at during the session. We will not go looking through files, photos, messages, emails, or accounts that are unrelated to the problem. If resolving your issue requires us to open something personal, we will tell you what and why, and ask before doing it.

5. What you should do before we start

Please close anything confidential you do not want visible, including banking, medical, and work documents. Remember that during a screen sharing session we can see whatever is on your screen. Where the work involves anything at risk, we strongly recommend you have a current backup of your files before the session begins.

6. Backups and the risk of data loss

Computer repair carries an inherent risk of data loss, including during routine work and through faults that existed before we connected. Keeping current backups of your data is your responsibility unless you are on a plan with us that includes managed backup. Except where the law does not allow us to limit it, we are not responsible for loss, corruption, or deletion of data, software, or settings arising from a remote support session.

7. We cannot promise a fix

We will apply reasonable skill and care, but some problems cannot be resolved remotely, and some turn out to be hardware faults or issues that need work in person. We do not guarantee that any particular problem will be solved, or solved within any particular time. If we cannot help, we will tell you honestly rather than keep working at your expense.

8. Your software and licences

You are responsible for holding valid licences for the software on your device. We will not install pirated, cracked, or unlicensed software, and we may decline to work on a device where we are asked to. Where we install or configure software made by someone else, that software remains governed by its own maker's terms, and we are not responsible for how it performs.

9. Passwords and accounts

We do not want your passwords. Where a task needs a password, we prefer that you type it yourself. If you choose to share a credential with us to complete a task, we recommend you change it afterwards. We will never ask for your banking passwords, card numbers, or one-time security codes, and you should refuse anyone who does, including anyone claiming to be us.

10. Confidentiality

Anything we see on your screen or your systems is treated as confidential. We will not share it, sell it, or use it for anything other than supporting you, except where we are required by law to disclose it. This obligation continues after the session ends.

11. Session records and your acceptance of these terms

Our remote support software keeps technical records of sessions, such as the time a session started and ended and which device connected. We may keep notes of the work carried out so we have a history of your system. When you accept this agreement we also record your name, the session code if you gave one, the version of this agreement you accepted, and the date and time you accepted it. We keep that record so both of us have proof of what was agreed. We do not record your IP address, and we do not record the contents of your screen without telling you and obtaining your agreement first.

12. Ongoing access is separate

The connection used for a support session is temporary and requires your approval each time. Some support plans include unattended access, which allows us to connect without you present in order to apply updates and monitoring. Unattended access is never set up silently. It requires a separate, explicit agreement with you, and you may withdraw it at any time.

13. Ending a session

You may end a session at any time, for any reason, without explanation. You can close the session window, disconnect, or simply tell us to stop. We may also end a session if we believe the work is unsafe, unlawful, or outside what we are competent to do.

14. Fees

Work is charged at the rate quoted to you before the session, or is covered by the support plan you hold with us. If work is going to exceed what was quoted or what your plan includes, we will tell you and ask how you want to proceed before continuing.

15. Limits on our liability

To the maximum extent permitted by applicable law, our total liability arising out of or relating to a remote support session is limited to the amount you paid us for that session, or for the month of service in which it took place. We are not liable for indirect or consequential losses, including lost profits, lost business, or loss of data. Nothing in this agreement excludes any liability that cannot lawfully be excluded, and nothing in it waives any right you have under applicable consumer protection law.

16. Your responsibility to us

You agree to cover us against claims arising from your having given us access to a device you were not entitled to grant access to, or from your asking us to carry out work that is unlawful.

17. Governing law

This agreement is governed by the laws of the State of Texas, without regard to its conflict of law rules. Any dispute arising from it will be brought in the courts of the State of Texas.

18. Changes to this agreement

We may update these terms. The version in effect is the one published on this page at the time your session begins, shown by the version and date below. If you do not agree to these terms, do not start a session, and contact us instead so we can find another way to help.