Remote Support Terms and Conditions

These Remote Support Terms and Conditions (“Terms”) govern the use of the remote support service provided by Digital Expand (“the Company”) through Zoho Assist. By using the service, you agree to be bound by these Terms. If you do not agree to these Terms, you should not use the service.



1. Scope of Service

The remote support service is provided solely to offer technical assistance to clients. It allows the Company’s technicians to remotely access your device to diagnose and resolve technical issues. The service does not include additional activities, such as data recovery or software installation, unless explicitly agreed upon in writing.


2. Client Responsibilities

To use the service, you must:

  • Grant the Company the necessary permissions and authority to access your device.
  • Monitor the remote support session at all times.
  • Terminate the session immediately if you feel unsafe or uncomfortable.
  • Ensure your device has a stable internet connection.
  • Follow any instructions provided by the Company’s technicians during the session.


3. Termination of Service

You may terminate the remote support session at any time by closing the Zoho Assist application or disconnecting from the internet. The Company may also terminate the session if you fail to comply with these Terms or if the technician determines that the issue cannot be resolved remotely.


4. Personal Information and POPIA Compliance

The Company will not request or access any personal information during the remote support session, except in specific cases where the client explicitly consents to the Company confirming details necessary for the provision of the service, such as email setup. In such cases:

  • The confirmation of details will only be done with the client’s explicit consent and solely for the purpose of providing the agreed-upon service.
  • The client retains the right to withhold consent and may terminate the session at any time if they feel uncomfortable.
  • The Company will handle any personal information in compliance with the Protection of Personal Information Act, 2013 (POPIA).

It is your responsibility to ensure that no personal information is visible or accessible during the session unless explicitly consented to for the purpose of the service.


5. Confidentiality

The Company will maintain the confidentiality of any information shared during the session. However, the Company cannot guarantee the security of your device or network. You are responsible for taking appropriate measures to protect your data.


6. Intellectual Property

The Company retains all rights, title, and interest in any software, tools, or materials used during the session. You are granted a limited, non-exclusive, non-transferable license to use these solely for the purpose of receiving the service.


7. Liability

The Company is not liable for any damages or losses arising from the use of the remote support service, except in cases of gross negligence or willful misconduct. This limitation is subject to applicable South African law.


8. Dispute Resolution

Any disputes related to the service will be resolved through arbitration in accordance with the rules of the Arbitration Foundation of Southern Africa (AFSA). The arbitration will take place in Johannesburg, South Africa, and the arbitrator’s decision will be final and binding.


9. Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa.


10. Amendments

The Company may amend these Terms at any time. Changes will be effective immediately upon posting on the Company’s website (digitalexpand.co.za). It is your responsibility to review these Terms regularly for updates.