Our contact information is available from within Vault. Open the Vault application and click “Manage Vault” to find it.

Vault is currently supported on any computing device running a modern version of the Windows operating system. This includes Windows 7, 8, 8.1 and 10, and Windows Server 2008, 2008 R2 and 2012. Speciality editions such as 8 Starter, 7 POS or 10 IoT may not be supported. We are working to add support for Mac OS and Linux as soon as we can. Mobile devices and operating systems are not supported.

Vault connects via a TCP connection on ports 5721 to 5729. If you have blocked outbound traffic on your network, you will need to open these ports.

You can pay invoices via online banking on receipt of your invoice. When you join Vault you will be sent an initial invoice to begin your Vault service, which will include 2 payment periods. You Vault service will begin after your initial payment has been made. After your first invoice, you will receive a new invoice in advance of each period to pre-pay for the following period.

Yes, when you register Vault you will be asked how long you prefer to pay for. You can choose from weekly, monthly or yearly payments. Monthly and yearly payments offer a discounted rate.

Your Vault service will be suspended immediately and you will be sent a notice of this via email. If payment is not made within 24 hours of suspension, your subscription may be cancelled.

It can take up to 48 hours after we receive your payment to fully activate all Vault services. It generally happens faster than that though.

You may cancel the service at any time. If you have prepaid for a full period or more in advance, we will refund that amount to you, excluding any fees for the current period.

No, we do not charge a cancellation fee.

Your Vault service will be immediately suspended. All online backups will cease and any existing backup data on our servers will be deleted. Your ESET Endpoint Security subscription will be disabled, and you will need to remove it and replace it with the product of your choice. All monitoring and maintenance services will stop. You will be unsubscribed from our newsletters and our discount program. You will no longer be able to redeem your Spring Clean voucher. If you have prepaid for a full period or more in advance, we will refund that amount to you, excluding any fees for the current period.

Vault will deploy ESET Endpoint Security to protect your computer. ESET Endpoint Security is an industry-leading security product which has been specially selected to be part of the Vault service by Need A Nerd. ESET Endpoint Security includes antivirus, antimalware, antispyware and antispam protection, plus firewall protection and host of other security features. To learn more about ESET Endpoint Security, please visit their website at www.eset.co.nz

You don’t need to do anything. Vault will automatically configure ESET to work with your computer. If you would like to make changes to the configuration of ESET once it is setup, check out ESET’s comprehensive knowledgebase at support.eset.com.

If you have a free antivirus product installed, it will be removed and ESET Endpoint Security will be installed. If you have a paid antivirus product installed, we will contact you to choose what to do. You can choose to continue with your existing product until it expires, or to replace it with ESET Endpoint Security.

We will contact you to choose what to do. You can choose to continue with your existing product until it expires, or to replace it with ESET Endpoint Security and the remaining term on your existing license will be lost.

We monitor your computers performance by looking at the performance and usage of its component parts including the processor, memory, hard disk drives, operating system services and running processes, network connection speed and overall health.

We do not monitor your day-to-day usage of the computer, the websites you visit, emails you send or files and folders on your computer. We do not spy on the way you use your computer, we only collect information so we can inform you about any problems we find with the way your computer is operating and to identify and help prevent problems with your hardware.

We store it securely and use it to prepare your regular reports. We may also contact you via email or other means if we find a problem which needs your intervention. An example would be if we notice your hard disk drive is reporting errors that suggest it might crash soon. This will enable you to have it replaced before it dies and you lose any of your precious data.

Vault automatically checks the health of your computer on a regular basis and will take action to ensure your computer is well maintained. This saves you the headache of trying to remember to complete these actions yourself on a regular basis. Regular maintenance will speed up and increase the useful lifetime of your computer. Regular remote maintenance includes: Letting you know when maintenance is beginning and give you an option to delay if you are using your computer; Checking for updates and patches for your operating system and prompting you to reboot to install them when necessary; Check your hard disk drive health and report any problems so that your disk can be fixed or replaced before it fails; Check your hard disk drive for errors and fragmentation and if necessary, arrange for these to be fixed at next reboot; Clean up temporary folders; Clean up unused operating system files

Your computer will wait for a while and then ask your permission to run maintenance again later.

Vault does not backup your entire computer. When enrolled in Vault Online Backup, the default storage folders for each users Documents, Pictures, Music, Desktop and Favourites will be added to the backup. It also backs up any PST (email storage) files it can find. Other files and folders are not backed up, but you can request to have a file or folder added to the backup by contacting us through the “Manage Vault” option in the application.

If you require files or folders to be backed up in addition to the defaults above, please contact us to arrange this.

Your subscription includes 50GB of backup storage, which is measured after the backup data has been compressed up to 10x. Should you require additional storage space, we will contact you to arrange this.

Vault uses a continuous protection backup model. This means that files are backed up as soon as Vault detects they have been changed, when your computer is powered on and connected to our Vault server over the internet. There is no need for you to set a particular day or time for backups to run. In effect, they are always running.

Vault does not create restorable system images of your computer. It is a file and folder backup only. If you would like to create backup images, please contact us to arrange this.

Please contact us via email at vault@needanerd.co.nz, and let us know what you want to restore.

Vault backups are securely stored in our managed datacentre in Australia.

All backups are encrypted and compressed before being sent across the internet to our servers. Vault use AES-256bit encryption. Our backup servers use triple-redundancy storage for storing backup files. So your backup files are much more secure than the original files on your computer.

Vault retains copies of deleted files from your backup for 30 days, during the lifetime of your subscription. For other files, Vault will retain 1 current copy plus up to 1 copy per day for 30 days, provided the file has been changed.

Vault enables a Nerd to quickly take control of your computer to help you fix a problem or provide you with support. Your computer must be turned on, logged in and connected to the internet for remote support to work.

No. Remote Support is only available with your consent. You must click a button to allow passing control to the nerd. If you are not present at your computer or do not allow control, then remote control is not possible. You can also disable remote control for your computer until you choose to allow it again, by selecting “Disable remote control” from the Vault menu.

No. Standard Need A Nerd remote support charges will apply as quoted to you at the time of the remote support session.

Your subscription is automatic as long as you have provided accurate contact information to Vault. You can check this by choosing Manage Vault > Change Profile in the Vault menu. You don’t need to do anything else.

Yes, simply click the unsubscribe link at the bottom of the newsletter when you receive it.

You can click the “Manage Subscription” link at the bottom of your most recent newsletter. If you can’t find a copy, please contact us instead.

Your discount is automatically applied to your Need A Nerd account as long as you have provided accurate contact information to Vault. You can check this by choosing Manage Vault > Change Profile in the Vault menu.

You can check out the Spring Clean service on our website at needanerd.co.nz/springclean.

When you receive your voucher and are ready to use it, simply call us, email us or contact us through Vault to arrange the service. Depending on your location, you may be asked to bring your computer in to our local workshop location.

Vault requires outbound access to the following URLs and ports:
URLS: vault.needanerd.co.nz, vaultbackup.needanerd.co.nz
Ports (TCP): 80,443-446,5721-5729
No inbound ports needed to be opened for Vault to operate.

Yes, you do.