When I called to report my computer data was wiped out, after using the service for the first time, the agent I spoke with was very nice to restore everything back. He waited patiently until it was done. He also provided a courtesy Tune-up when my computer did not seem to run as quickly as before. The wait between him and the advanced Tech support was way too long. I did not think she would ever show up. Long pauses while she worked left me uncertain if I was to respond to questions on the screen or not. Certain applications she used had unknown publishers which I was not comfortable with. Otherwise she was very polite. Both agents asked for my computer log in and it was not used by either. I didn't understand the need to ask for it. That poses a security breach in my opinion. I have not used my computer enough to comment on how effective the Tune-up is.