Remote Support Agreement

Remote Support Session Terms

MP Technology provides remote support to enable troubleshooting, maintenance, and other technical services on customer systems. These Remote Support Session Terms apply to one-time, customer-initiated remote support sessions, including sessions started by temporary code, link, or similar method. By initiating, authorizing, or permitting a remote support session, Customer agrees to these terms.

Authorization

The individual initiating or permitting the remote session represents and warrants that they are authorized to grant MP Technology access to the applicable device, system, account, and related data reasonably necessary to provide support.

Billing

Remote support is billable and subject to MP Technology's applicable On-Demand / Hourly Service Terms, including then-current rates, minimums, and any applicable after-hours, emergency, or travel-related charges where applicable.

Customer Responsibilities

Customer is responsible for:

• ensuring that only authorized personnel initiate or approve remote access;
• providing accurate information about the issue and system environment;
• maintaining current backups of important data before remote work begins; and
• maintaining reasonable security controls, including strong passwords, current antivirus/anti-malware, local firewall protections, and appropriate network security.

Customer understands that troubleshooting and remediation may involve configuration changes, software updates or removal, restarts, service interruptions, or other actions that may affect system behavior or availability.

Third-Party Remote Access Tools

MP Technology may use secure third-party remote access platforms to deliver support. Such platforms are operated by independent vendors and may be subject to outages, defects, limitations, or security issues outside MP Technology's reasonable control. MP Technology is not responsible for losses caused by failures of such third-party platforms, except to the extent directly caused by MP Technology’s own negligence or willful misconduct.

Session Control and Logging

Customer may terminate an on-demand remote session at any time. MP Technology may log remote access activity and collect diagnostic information for troubleshooting, security, quality assurance, internal documentation, and dispute resolution purposes. Session recording may occur where supported by the platform or where MP Technology deems it appropriate. By initiating or permitting remote support, Customer consents to such logging, collection, and recording.

Limitations of Remote Support

Not all issues can be resolved remotely. MP Technology reserves the right to determine whether an issue can be addressed remotely or requires onsite service, vendor escalation, replacement hardware, or additional project work.

Remote support is provided on a commercially reasonable efforts basis only. MP Technology does not guarantee that any issue will be fully resolved, that service will be uninterrupted, or that remote support will restore any system to full functionality.

MP Technology is not responsible for issues or losses arising from pre-existing system conditions, unsupported or end-of-life hardware/software, malware, third-party software defects, internet service failures, cloud service outages, vendor-related issues, expired licensing, or Customer’s failure to maintain backups or reasonable security controls.

Warranty Disclaimer and Limitation of Liability

Remote support services are provided "as is" and "as available," without any warranty, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

To the maximum extent permitted by law, MP Technology's total liability arising out of or related to a remote support session shall not exceed the fees paid by Customer for the specific remote support session giving rise to the claim.

In no event shall MP Technology be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of data, loss of business, loss of revenue, or loss of profits, even if advised of the possibility of such damages.

Right to Refuse or Terminate Service

MP Technology may refuse, suspend, or terminate a remote session at any time where it reasonably determines that the issue is outside scope, requires onsite work, presents a security or safety concern, involves unlawful activity, or where Customer is abusive, uncooperative, or fails to follow reasonable instructions.

Governing Law

These terms are governed by the laws of the State of Ohio, without regard to conflict of laws principles.

Last updated: 04/07/2026