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Tech Coach Terms of Service

Your use of Verizon Wireless Tech Coach ("Services") is subject to the Tech Coach Terms of Service described below; Your use is also subject to the Verizon Wireless Customer Agreement, which is available at www.verizonwireless.com. Please read both the Tech Coach Terms of Service and the Verizon Wireless Customer Agreement, and do not use the Services if You disagree with them. Additional information about the Services is available at www.verizonwireless.com.

Supported Devices & Use of Services. The Services are available for devices associated with each line enrolled in the Verizon Protect programs (includes Verizon Protect or Verizon Protect MD hereinafter collectively referred to as “Protect”), the Total Mobile Protection programs (includes "TMP" or "TMP Multi-Device," hereinafter collectively referred to as "TMP") or Tech Coach ("Supported Devices"). To use the Services, You must have an active Verizon Wireless account and a Supported Device, and You must provide Us with the wireless number associated with Your Supported Device when seeking Services. Data usage charges may apply to the Services, and You are solely responsible for their payment. In some circumstances, You may need to supply or purchase additional equipment or software to receive the full benefit of the Services, and You are responsible for the cost of that equipment or software.

Scope of the Services. The Services include: (a) technical support for Your Supported Devices and the operating systems and software applications on it; (b) technical support for the use of Your Supported Devices with other devices and services manufactured to be compatible with Your Supported Device or intended to be connected to it; and (c) for select Supported Devices, in select locations, Protect and TMP customers may be eligible for same-day delivery services for replacements provided under their insurance program and device setup by a delivery and setup expert ("Setup Services"). Setup Services provided with same-day delivery for replacements under Protect and TMP may include activation, data migration services and/or initial device configuration and connectivity.

The Services do not include: (a) assistance with wireless network coverage issues, such as dropped calls/data interruptions; (b) facilitating or activating over-the-air updates to operating systems, firmware, or other software on Your behalf; (c) diagnostic support unrelated to Your Supported Device; (d) modification of Original Equipment Manufacturer ("OEM") software; (e) installation of third-party software or OEM drivers not supported by the Supported Device; (f) setup, support or repair of computers, peripherals or home or wireless routers, modems or networks; (g) installation of non-sanctioned applications; (h) data migration from computer device to computer device; or (i) assistance with specialized devices related to medical care, including but not limited to, emergency assistance/first responder devices.

From time to time, Verizon Wireless may make available to You certain optional promotional offers that are separate from the Services.

Tech Coach Mobile Application. The Services also include access to the Tech Coach Mobile Application ("App") that is provided to You directly by Asurion Mobile Applications, LLC. The App provides several functions, including access to the Services through click-to-call, click-to-chat, self-help information, and educational notifications; and may at a future date provide other functions including backup of photos and videos and password management and other device and identity security features. The App is subject to a separate end-user license agreement available at www.phoneclaim.com/verizon/techcoachapp/terms/, which is independent of the Tech Coach Terms of Service and Verizon Wireless Terms of Service.

Same-day Replacement Delivery and Setup Services If You are enrolled in Protect or TMP, and located in a market where same-day delivery is available, You may be eligible to receive Your replacement device on the same-day You file Your insurance claim and it is approved for a replacement. Only claims filed by 4:00 p.m., local time, and that meet the eligibility requirements, may receive a replacement device from a delivery and setup expert by 9 p.m., local time, on the same-day their claim was filed and approved. Your device’s eligibility for this service is determined at the time an insurance claim is made and approved. Limitations and exclusions may apply.1 Setup Services will not include dismantling or installation of equipment unrelated to the replacement device. In order to be eligible for Setup Services, someone at least 18 years of age must be present at all times while the delivery and setup expert is on site and performing the requested Setup Services. The delivery and setup expert will contact You prior to delivering Your replacement device and Setup Services to verify the delivery window. If You do not confirm Your availability for Your scheduled delivery and Setup Services, Tech Coach reserves the right to cancel Your delivery and Setup Services. If eligible for Setup Services, You may be required to sign a consent form to perform the requested services prior to any services being performed. You agree to provide a safe, non-threatening environment for the delivery and setup expert to perform the Setup Services. The delivery and setup expert has the right to terminate Setup Services if they feel that You are not complying with any requirements contained in this Agreement or any consent provided prior to the initiation of the Setup Services. Setup Services will continue until completion only if completion can occur within a reasonable amount of time, reasonableness will be at the discretion of the delivery and setup expert. In the event the Setup Services are stopped prior to Your device setup being complete, You may continue the Setup Services by calling a Tech Coach or clicking on the Tech Coach App.

Backup of Software and Data. You are responsible for backing up the software or data stored on Your Supported Device and other devices included in the Services. Verizon Wireless is not responsible for any loss, alteration or corruption of any software or data, and We may decline to provide Services to You if it is determined that You have not taken appropriate back-up measures.

Commercially Reasonable Efforts. Verizon Wireless will use commercially reasonable efforts to provide the Services. This means that if We are unable to resolve Your issue after making commercially reasonable efforts, We have the right and discretion to refuse to take further efforts to do so. Additionally, in some instances, We may have limited information from vendors, manufacturers and developers, and We may not have the ability to obtain the proprietary or other information required to resolve Your issue. Some technical problems that You encounter may be the result of software or hardware errors not yet resolved by the vendors, manufacturers or developers of that software or hardware, in which case We may not be able to resolve Your issue. In those circumstances, You still are liable for any fees or charges associated with the Services.

Remote Access Applications. To receive Services, You may be required to run certain software applications on Your Supported Device and other devices included in the Services (“Software”). The Software may include tools that allow Verizon Wireless to access Your devices and any content stored thereon remotely. You agree to comply with the terms applicable to the Software, and in the event of a conflict between those terms and the Tech Coach Terms of Service and the Verizon Wireless Customer Agreement, the Software-specific terms control with regard to the Software only. You acknowledge and agree that You will not copy or modify the Software or any other materials provided to You in connection with the Services.

Representations and Authorizations. When seeking Services, You represent that You are the owner or an authorized user of the Supported Device or other devices included in the Services, as well as any software thereon, and We reserve the right to refuse to provide Services to You, if We determine that You are not the owner or authorized user. When seeking Services, You: (a) expressly consent to Tech Coaches remotely accessing Your Supported Device, other devices included in the Services and any data, videos, pictures, text messages or other content thereon; (b) expressly authorize Tech Coaches to effect changes to Your devices, to the extent necessary to provide the Services, and You acknowledge and agree that such changes may be permanent and irreversible; and (c) if eligible, and choose to have Your replacement device under Protect or TMP delivered to you same-day, with Setup Services, expressly authorize a delivery and setup expert to deliver Your replacement device to Your home (or designated address), and consent to a delivery and setup expert performing certain Setup Services, in Your home (or designated address), subject to this Agreement.

Passwords. If You know or suspect that the passwords associated with or stored on Your Supported Device have been available to or accessed by anyone as a result of Your use of the Services, You should immediately change or reset those passwords.

Claim Limitation. Subject to the Arbitration provision in your Verizon Wireless Customer Agreement and unless otherwise allowed by applicable law, any claim related to the Services shall be brought within one (1) year of the events giving rise to the claim. Failure to assert any such claim during that time results in the claim being forever barred.

Right to Terminate. Verizon Wireless reserves the right to suspend or terminate Your use of the Services at any time and for any reason, including for abuse, excessive usage or failure to pay any fees or charges associated with the Services. We also reserve the right to change the scope or extent of the Services at any time and for any reason. Any refund of fees or charges associated with the Services that We may agree to pay in such circumstances will be limited to the fees You paid in the prior month for the Services. If You wish to terminate Your access to the Services, please contact Us by calling (800) 922-0204 or visiting www.verizonwireless.com.

1Same-day delivery is available in select locations and for select devices. Check www.phoneclaim.com/verizon to determine if Your device is eligible and to determine markets where same-day delivery is available.