EULAs and Remote Support Policies

Question

This question arose because I recently allowed a support technician help me with an problem with an installation of a software product on my computer. The support technician took remote control over my machine and proceeded to install the software, even agreeing to the EULA. I specifically asked him if he needed me to approve the EULA agreement, but he said he would do that himself.

This made me start to wonder if I would now be bound by the conditions of the EULA since I did not physically agree to them.

So - that said my question is - if you or your company provide remote technical support:

1) Do you have a policy of how technicians should handle EULA agreement dialogs while they are in control of a customer/client's computer?

2) Do you have a statement in your "terms of use" for remote support that covers these types of scenarios?

Answer 1

EULAs in installation programs are already legally dubious.

I would expect that since they are working on your behalf that they can agree to it on your behalf. Although as a technician I would probably cover myself by making sure that the customer had at least seen it.

But since this is a legal issue, not a technical one, you should really be seeking advice from a qualified legal professional rather than here.