Service Guarantee FAQs

• Proof of Purchase must be provided. A copy of the Proof of Purchase may be required as we need this to ensure we calculate the correct reimbursement value for a Service Guarantee payment.

• Police Report must be provided. We require the Police Report information to be provided to us within a certain amount of time as this information is critical to the success of our investigation, and to the recovery of your computer. Without this information we cannot begin our investigation efforts with the local authorities, and therefore our chances of successfully recovering a stolen device are reduced.

• A Service Guarantee Payment is not eligible if there has been a successful Theft Recovery, or if a Lock or Wipe has been successfully launched on the device within the Service Guarantee Period. In this case, the applicable Service Guarantee will be deemed to have been fulfilled and the customer will not be eligible for a Service Guarantee payment.

We will continue to track and attempt to recover your device for up to one year after the theft is reported to us, regardless of your Service Guarantee status.

Yes, however, the process of transferring a license from one device to another requires the license to be removed from the current device so that it can be installed on your new device. To do this, we must close your existing Theft Report. If you ant to transfer your license please, contact Absolute Technical Support for assistance.

Providing you meet all the eligibility criteria, when the 60 day guarantee period expires you will receive an email that will include the Submission Form. This form, along with any other requested documents, needs to be returned to us. Payment will be sent within 30 days of receiving the paperwork.

If a Wipe action is applied on the stolen device the Service Guarantee is still in effect. Once the device connects to the internet, and the Wipe launches (starts deleting data from your hard drive), the Service Guarantee is then void.

This is a component within the Service Agreement. It allows us to shorten the window of disruption to our customers and provide them with a Service Guarantee payment quickly so they can obtain a replacement device.

During this time, the Absolute Investigations team will continue to work on the investigation and in some instances the device will be successfully recovered within 60 days of the Service Guarantee payment.

In these instances an amount equivalent to the Service Guarantee payment will be transferred forward and used towards the next theft claim made by the customer (versus requiring that the customer repay the amount to Absolute). This means the customer’s account will show a prepaid service guarantee balance in the positive and from which future Service Guarantee payments will be deducted.

For more information, refer to the Service Agreement available here: https://www.absolute.com/company/legal/agreements

The Absolute Investigations team will track your stolen computer for one year from the date the theft was reported.

Your Service Guarantee Period will commence on the Theft Report Date and will end sixty (60) days after the Theft Report Date.

Your Service Guarantee payment will equal a percentage of the original proof of purchase (OPoP) of the Customer Device up to a maximum amount, as follows:

The current version of our Service Agreement is available here: https://www.absolute.com/company/legal/agreements