Staples on Tuesday launched a three-tiered set of computer tech support plans. The retailer said that its Total Support Plans are designed to support customers dealing with unexpected tech troubles, like damaged devices, laptop crashes, viruses or identity theft.
Designed for students, small businesses and individuals, all of the plans include access to live support through messaging, by phone or in person at any Staples store. The company has about 1,000 retail locations. Customers can also access their support plan details through the Staples Connect app. All of the plans include unlimited virus removals, at one price.
The company says there are no hidden fees or deductibles. Customers can purchase tech support and device protection when they buy a new computer at Staples. They can also add support and protection to a device they already own.
The lowest tier costs $199.99. It includes two years of 24/7 tech support, a McAffee secure VPN and professional data recovery, among other things. The next tier, Total Support Plus, costs $349.99. It includes everything in the first tier, expanded antivirus protection and two years of accidental damage protection due to drops, spills or cracked screens for new laptops. And the highest tier, Total Support Max, costs $399.99 and includes everything in the lower levels and up to four years of accidental damage protection, identify theft protection and identity restoration with up to $1 million in identity theft coverage with hands-on restoration assistance.
“Our new Staples Total Support Plans are a built-in backup plan for when the unplanned does inevitably happen and help is available at any hour of the day to get our customers back up and running as quickly as possible,” Craig Grayson, senior vice president of services for Staples U.S. Retail, said in an announcement.
Other retailers also offer consumer-oriented tech support plans.
In May, Best Buy revamped its membership program. The retailer’s Best Buy Totaltech program transitioned to My Best Buy. The entry-level tier is free; the two higher tiers cost $49.99 and $179.99 a year, respectively. Best Buy’s highest tier of service includes 24/7 tech support through the company’s Geek Squad program, regardless of where a device was purchased. It also includes 20% off repairs and occasional promotional offers, like discounted in-home installation services.
Walmart also offers a year of tech support through a third-party provider.
For $99, Walmart’s Premium Tech Support & Security includes 24/7 phone, chat and email support, virus protection and unlimited virus removal for up to 10 devices, one round of free data recovery, and initial setup and service for any tech product, regardless of where it was purchased.