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CALM COMPUTING LLC

PO Box 60
Leverett, MA 01054
(413) 548-5358

RESIDENTIAL SERVICES AGREEMENT & AUTHORIZATION

This Residential Services Agreement (“Agreement”) explains the terms under which Calm Computing LLC (“the Company”) provides residential, pay-as-you-go technical support services. By requesting services, the Client agrees to the terms below.

This Agreement is intended to clearly disclose the nature and limitations of the services provided so that the Client may make an informed decision.

1. Scope of Services

The Company provides residential break/fix technical support on a reactive, as-requested basis. Services may include troubleshooting, repair, configuration, and general assistance with personal computers, devices, software, and home technology.

Services are provided on a best-effort basis and only at the Client’s request. This Agreement does not create an ongoing support obligation, subscription, or managed services relationship.

Services are provided using reasonable professional judgment but are not guaranteed to resolve all issues.

2. Authorization to Access Systems

The Client authorizes the Company to:

  • Access computers, devices, networks, and accounts as reasonably necessary to perform requested services
  • Use remote access tools when applicable
  • Make configuration changes requested or reasonably required to complete service

The Client understands that service may involve viewing or interacting with personal files, applications, and system settings.

2.1 Remote Access Software Authorization

The Client authorizes the Company to install and maintain remote access software on supported devices for the purpose of providing future support services. The Company will access the Client’s device only at the Client’s request or with the Client’s knowledge and consent at the time support is provided.

Remote access software is used solely to facilitate troubleshooting and support and does not permit unattended access without Client authorization. The Client may request removal of the remote access software at any time.

3. Billing and Payment Terms

Residential services are billed on a time and materials basis.

  • Remote services: Minimum charge of 30 minutes
  • On-site services: Minimum charge of 1 hour
  • Additional time is billed in 15-minute increments
  • Billable time includes time spent troubleshooting, researching, configuring, coordinating, communicating (including email or messaging), and following up on a service request

Invoices are due upon receipt unless otherwise agreed in writing.

Invoices not paid within thirty (30) days of the invoice date may be assessed a late fee of ten percent (10%) of the outstanding invoice total. Late fees are not compounded.

4. Hardware and Software Procurement

At the Client’s request, the Company may assist with the procurement of hardware, software, licenses, or related technology products for residential use.

All purchases are subject to product availability, vendor pricing, and manufacturer terms at the time of order. The Company does not manufacture the products supplied and does not provide warranties beyond those offered by the manufacturer or vendor.

For procurement orders totaling more than $1,000, the Client is required to provide a deposit equal to fifty percent (50%) of the total purchase price prior to order placement. The remaining balance is due upon delivery or invoicing, unless otherwise agreed in writing.

Special-order items, custom configurations, or non-returnable products may require full prepayment. Deposits for such items are non-refundable once an order has been placed.

The Company is not responsible for manufacturer delays, shipping issues, product defects, or warranty claims, which remain the responsibility of the manufacturer or vendor.

5. No Guarantee of Data or Outcomes

Technology work involves inherent risk. The Company does not guarantee:

  • Preservation of data
  • Successful recovery of files
  • Elimination of malware
  • Prevention of future failures
  • Continued operation of any device or system

The Client is responsible for maintaining backups of important data. The Company is not responsible for data loss, corruption, or unintended consequences resulting from requested services.

6. Malware and Security Disclaimer

The Company may identify or attempt to remove malware, viruses, or other security issues as part of requested services. However:

  • No system can be guaranteed to be fully secure
  • Security threats may persist or recur
  • The Company does not provide ongoing security monitoring under residential services

Security-related work is intended to reduce risk, not eliminate it.

7. Client Responsibilities

The Client agrees to:

  • Provide accurate information about systems and issues
  • Maintain valid software licenses and account access
  • Ensure that devices are owned by the Client or that the Client has authority to request service
  • Disclose any known issues or restrictions that could affect service delivery

8. Limitation of Liability

To the fullest extent permitted by law:

  • The Company’s total liability for any claim arising from services is limited to the amount paid for the specific service giving rise to the claim
  • The Company is not liable for indirect, incidental, or consequential damages, including loss of data, loss of use, or loss of income

9. Right to Refuse or Discontinue Service

The Company reserves the right to decline or discontinue services that are unsafe, unlawful, unethical, beyond the scope of residential support, or outside the Company’s expertise.

10. No Managed Services Relationship

Residential services are provided on a per-request basis only. This Agreement does not include proactive monitoring, patch management, security management, backup services, or ongoing system oversight.

11. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the Commonwealth of Massachusetts, without regard to conflict-of-law principles.

12. Digital Acceptance and Authorization

This Agreement may be accepted electronically. By requesting services, scheduling an appointment, authorizing work to proceed, approving remote access, or submitting payment for services, the Client acknowledges that they have read, understand, and agree to the terms of this Agreement.

Electronic acceptance, email confirmation, text message approval, or other digital authorization shall be considered valid and binding to the fullest extent permitted by law.