Legal and Compliance
Remote Support Agreement
Remote Support Agreement
MP Technology provides remote support to enable secure troubleshooting, maintenance, and other technical services on Customer systems. Remote support is available in two modes: (1) one-time, customer-initiated sessions (“on-demand sessions”), and (2) persistent/unattended access via an agent installed on managed devices (“persistent access”).
On-demand sessions require the Customer to initiate the connection (for example, by entering a temporary session code or joining a session). These one-time sessions are covered under MP Technology’s On-Demand Service Terms. Persistent access is available only with the Customer’s explicit written authorization and is typically enabled for devices that MP Technology manages (e.g., for patching, monitoring, or remote management via a UEM platform). MP Technology prefers persistent access where it improves service efficiency, but persistent access will not be enabled without separate written consent. Customers may request removal or disabling of persistent access at any time; MP Technology will disable such access within a reasonable timeframe after receiving the request.
Remote support is delivered using secure, cloud-based remote access platforms. The security, availability, and operational integrity of these third-party platforms are the responsibility of their respective vendors; MP Technology is not responsible or liable for breaches, vulnerabilities, outages, or other security incidents that arise from a remote access vendor’s platform.
Customer responsibilities: Customers must ensure that only authorized personnel provide permission or session codes for remote access, and must maintain reasonable endpoint and network security (including strong passwords, up-to-date antivirus/anti-malware, local firewalls, and network controls). Customers are solely responsible for maintaining current backups of important data prior to any remote work. MP Technology will use commercially reasonable measures to protect access credentials and connections, but is not liable for data loss, corruption, or security incidents resulting from the Customer’s environment, third-party software, or a remote access vendor’s platform.
Session control and logging: On-demand sessions may be terminated by the Customer at any time. MP Technology may record or log remote sessions and collect diagnostic information to support troubleshooting, quality assurance, and security; such logs will be retained for a reasonable period. Persistent access installations will be logged and may be periodically audited by MP Technology. By permitting remote access, Customer consents to such logging and to MP Technology’s use of diagnostic data for support and security purposes.
Limitations and liability: Not all issues can be resolved remotely. MP Technology reserves the right to determine whether work can be completed remotely or requires an on-site visit. Remote services are provided “as-is” without warranty or guarantee of outcome. MP Technology’s liability for claims related to remote support is limited to the fees paid by Customer for the specific remote support session or engagement. Customer agrees to indemnify and hold MP Technology harmless from claims, damages, or losses arising from Customer’s failure to secure systems or to follow reasonable instructions during a remote session.
By permitting or initiating remote support, Customer acknowledges and accepts these terms. These terms are governed by the laws of Ohio.