Service Terms & Conditions

Agreement to Terms

By accessing or using RelayFix Support services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these terms, you may not use our services.

These terms constitute a legally binding agreement between you and RelayFix Support. We reserve the right to modify these terms at any time, with changes effective upon posting to our website.

Service Description

RelayFix Support provides phone-based technical support services for home users and small teams across North America. Our services include:

• Live troubleshooting and repair assistance via phone
• Remote access support for device diagnostics and resolution
• Multi-vendor technical coverage across major platforms
• Call triage and intelligent routing to specialized technicians
• Optional managed services including backup, security monitoring, and patch management

We offer both per-incident support and monthly subscription plans. Service availability, response times, and coverage details are outlined in our service level agreements.

User Obligations

When using our services, you agree to:

• Provide accurate and complete information about your technical issues
• Grant necessary access permissions for remote troubleshooting when required
• Follow technician instructions and recommendations in good faith
• Pay all applicable fees according to your selected plan or per-incident charges
• Maintain secure backups of your important data
• Use our services only for lawful purposes and in compliance with applicable laws
• Not attempt to circumvent, disable, or interfere with our platform security features

Payment Terms

Fees for our services are outlined on our website and during the support engagement process. By using our services, you agree to pay all applicable charges.

• Per-incident fees are charged upon completion of each support session
• Monthly subscription plans are billed in advance on a recurring basis
• Optional managed add-ons are billed monthly in addition to your base plan
• All fees are non-refundable unless otherwise specified in writing
• We reserve the right to modify pricing with 30 days' notice to active subscribers

Service Level Agreements

We strive to provide prompt and effective support according to published SLAs. However, resolution times may vary depending on issue complexity and factors beyond our control.

Our SLAs outline expected response times, escalation procedures, and performance commitments. If we fail to meet documented SLA commitments, you may be eligible for service credits as specified in your plan agreement.

Limitation of Liability

RelayFix Support provides technical assistance on an "as is" and "as available" basis. While we use reasonable efforts to resolve your technical issues, we make no warranties or guarantees about service availability, error-free operation, or specific outcomes.

To the maximum extent permitted by law, RelayFix Support shall not be liable for any indirect, incidental, consequential, or punitive damages arising from your use of our services, including but not limited to data loss, business interruption, or lost profits.

Our total liability for any claim related to our services shall not exceed the amount you paid us in the three months preceding the claim.

Data and Privacy

During support sessions, our technicians may access your device and view files necessary to diagnose and resolve technical issues. You grant us permission to access this information solely for the purpose of providing support.

We maintain strict confidentiality and security practices. However, you are responsible for backing up your data before requesting remote access support. We are not responsible for data loss that may occur during troubleshooting.

Our collection and use of personal information is governed by our Privacy Policy.

Intellectual Property

All content, trademarks, and intellectual property associated with RelayFix Support remain our exclusive property. You may not reproduce, distribute, or create derivative works from our materials without written permission.

Termination

You may cancel your subscription at any time by contacting us. Cancellations take effect at the end of your current billing period, and no refunds are provided for partial months.

We reserve the right to suspend or terminate your access to our services if you violate these terms, engage in fraudulent activity, or abuse our platform or technicians.

Dispute Resolution

Any disputes arising from these terms or our services shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association. You waive the right to participate in class action lawsuits.

These terms are governed by the laws of the Commonwealth of Pennsylvania, without regard to conflict of law provisions.

Contact Information

For questions about these Terms of Service, please contact us:

RelayFix Support
2219 Cedar St
Philadelphia, PA 19125
Email: [email protected]
Phone: +1 917 294 8260