Budget and Service Expectations

We, The Provider, are committed to working within your budget constraints. However, adhering to these limits may sometimes require compromises or alternative approaches. Our primary expertise lies in troubleshooting and diagnosing technical issues. While we make every effort to resolve problems effectively, the complex nature of computer systems and varying factors means we cannot always guarantee specific outcomes.

By engaging our services, you are paying for our time and specialized knowledge. All time spent on consultations, diagnostics, and problem-solving attempts is billable, even if the issue cannot be resolved due to factors outside our control.

Client Collaboration

Your role is essential to the success of our efforts. Actively collaborating with us, utilizing our services effectively, and maintaining patience are key components in overcoming technical challenges. While we aim to provide prompt, efficient support, our availability cannot always be guaranteed. We strive to deliver a supportive and satisfactory service experience across the full spectrum of services we offer.

Remote Support Software

Upon utilizing our services, you acknowledge and agree that:

Installation: Remote support software will be automatically installed on your computer to enable efficient future support without requiring constant intervention.
Monitoring: This software grants The Provider the ability to remotely monitor your computer for potential threats (e.g., viruses, spyware, disk issues) and implement updates or other improvements at our discretion.
File Access: While we may modify system or application data to address technical issues, we will refrain from accessing personal files unless directly related to a service request you’ve submitted or in response to a potential security concern.
Testing and Diagnostics: As part of our commitment to system health, we may perform controlled diagnostic activities, such as system integrity tests, reboots, and error simulations, to ensure effective monitoring, reporting, and response mechanisms. These activities are designed to minimize disruption and optimize performance.
Notifications: If potential issues are detected, we commit to notifying you promptly.
Automated Logins: When you seek assistance, the software may enable The Provider to automatically log in and address your concerns.
Software Removal: The software will remain on your device unless you request its removal, though The Provider reserves the right to refuse such requests. By having this software installed, you grant continuous permission for remote access, even if your support plan has expired.

Access Permissions

By engaging our services, you consent to grant The Provider access to:

Install, remove, or modify software and settings on your computer for maintenance and troubleshooting purposes.
Access or modify any accounts you provide access to, as needed, to perform our services.

Session Recording

Calls, in-person interactions, and remote sessions may be recorded for reference, quality assurance, and compliance purposes.

Use of Cookies

Cookies are used on our website for analytics and functionality, such as remembering when to display popups.

Account Ownership

Any accounts created or provided to you by The Provider remain the property of The Provider unless explicitly stated otherwise.

Vulnerability Testing

By engaging with The Provider, you grant explicit permission for vulnerability testing. This includes:

Social engineering tests on you and your colleagues.
Vulnerability scans on your digital infrastructure, including websites, routers, email systems, and computers.

Further terms for engagement can be seen at Engagement Terms for Cybersecurity Demonstrations and Assessments

Notifications and Chats

Notifications and chat messages may be sent to your computer to inform you of discounts, system updates, or detected problems. These messages are infrequent. You may opt out by submitting a support request as outlined in these terms.

Unsupported Products

While we strive to support a wide range of products and services, there are exceptions, such as outdated operating systems, Internet Explorer, Outlook/Apple Mail, and ISP mail services. The Provider reserves the right to discontinue support for any product or service at any time.

Data Storage

Information collected during the course of our services may be stored on third-party systems until removal is requested.

Affiliate Links

The Provider participates in affiliate programs, such as the Amazon Services LLC Associates Program, and may earn fees by linking to affiliate sites.

Equipment Disposal

Equipment left with The Provider for more than 30 days without follow-up communication may be disposed of.

Billable Time

All service requests are billable as follows:

Email and text message requests are billed at a minimum of 5 minutes if time is not explicitly tracked or stated.
Time for tracked services is billed in 15-minute increments.

Scheduling

Scheduled service times may vary. Please allow for a +/- 30-minute arrival or start window.

Outsourcing

To meet your needs and budget, The Provider may utilize outsourcing services.

Managed Technology

For items listed as “Managed” on your invoice (or devices such as Unifi, Firewalla, or Mikrotik), The Provider guarantees to maintain the specified settings only during the management term outlined in the Statement of Work (SOW) or invoice. If you do not maintain an active support plan, The Provider is not responsible for disruptions or loss of functionality following the expiration of the management term.