Terms and Conditions

By submitting a support request, accessing the client portal, authorizing a remote session, or receiving an invoice from my-IT SUPPORT, you agree to be bound by these Terms and Conditions. If you do not agree, please do not use our services.

my-IT SUPPORT provides managed IT support services including, but not limited to:

• Remote and on-site technical support for hardware and software issues.
• Support ticket management via email, web portal, and phone.
• Remote desktop assistance via our remote support tool, with client consent.
• Billing and invoice management with payment processing via Stripe.
• IT consultation and advisory services as agreed upon.

Support requests submitted through our portal, email, or phone are assigned a unique ticket number and tracked through our internal system. Response times are made on a best-effort basis unless a formal Service Level Agreement (SLA) has been established separately in writing.

Submitting a support request does not guarantee a specific outcome or resolution time. my-IT SUPPORT will make reasonable efforts to resolve all issues in a timely and professional manner.

We reserve the right to close, reject, or remove tickets that are spam, abusive, irrelevant, or submitted in bad faith.

To receive effective support, clients agree to:

• Provide accurate, complete, and timely information about reported issues.
• Maintain reasonable availability for follow-up communication from technicians.
• Authorize remote sessions explicitly before a technician connects to a device.
• Ensure that any device submitted for remote support is owned by or legally authorized for use by the client.
• Not submit fraudulent, abusive, or misleading support requests.

Remote support sessions are conducted via our remote support software. By providing your client ID and access credentials to a technician, you are granting temporary, limited access to your device for the sole purpose of resolving the reported issue.

You may terminate a session at any time by closing the remote support application. my-IT SUPPORT will not access your device outside of an explicitly authorized support session. You remain responsible for ensuring that sensitive or confidential files are appropriately secured before granting access.

Services are billed based on time entries logged by technicians. Billing rates are defined per client account and may include standard and after-hours rates.

• Billable Time: Time is tracked in minutes and subject to minimum billable increments as agreed per account.
• Invoicing: Invoices are generated when a ticket is marked ready for billing and will be sent via email or made available through the client portal.
• Payment: Payments are processed securely via Stripe. By clicking a payment link, you agree to Stripe's Terms of Service.
• Disputes: Billing disputes must be raised within 30 days of invoice issuance by contacting us at support@help.my-it.support.
• Non-Payment: my-IT SUPPORT reserves the right to suspend services for accounts with outstanding unpaid invoices.

To the maximum extent permitted by applicable law, my-IT SUPPORT shall not be liable for:

• Any loss of data, files, or software resulting from support activities, unless caused by gross negligence or willful misconduct.
• Any indirect, incidental, consequential, or punitive damages arising from use of our services.
• Service interruptions, system failures, or third-party service outages beyond our reasonable control.

In all cases, our total liability shall not exceed the total amount paid by the client in the 30 days preceding the event giving rise to the claim.

All client information shared during support engagements is treated as confidential. Technicians are expected to handle client data with professionalism and discretion. We will not share, sell, or disclose client information to third parties except as required by law or as described in our Privacy Policy.

Clients are responsible for backing up their own data prior to authorizing any support work. my-IT SUPPORT is not liable for data loss that occurs in the normal course of providing technical support unless caused by our gross negligence.

All scripts, tools, documentation, and processes developed by my-IT SUPPORT remain the intellectual property of my-IT SUPPORT unless otherwise agreed in writing. Client-owned systems, files, and data remain the property of the client.

Clients agree not to use our services or portal to:

• Submit false or fraudulent support requests.
• Harass, threaten, or abuse technicians or staff.
• Gain unauthorized access to systems or networks.
• Violate any applicable local, state, or federal law.

my-IT SUPPORT reserves the right to terminate service immediately and without refund for violations of this section.

We strive to maintain availability of our client portal and communication channels during business hours. We are not liable for temporary outages due to maintenance, third-party service failures, or events outside our reasonable control (force majeure).

We reserve the right to update these Terms and Conditions at any time. Clients will be notified of material changes via email. Continued use of our services following notice constitutes acceptance of the revised terms.

These Terms shall be governed by and construed in accordance with the laws of the applicable jurisdiction in which my-IT SUPPORT operates. Any disputes shall first be attempted to be resolved through good-faith negotiation before escalation to formal legal proceedings.

For questions about these Terms, please contact: