Remote Help Agreement | Falls Technology Services

This is the agreement you accept when you tick "I agree" to book remote help with us. It has three parts: a short cover page with the key terms, a plain-English description of how remote help works (the statement of work), and the standard terms. Please read it; if anything is unclear, call us at (208) 745-2981 before you book.

Key terms (cover page)

Provider: Falls Technology Services LLC, an Idaho limited liability company, Idaho Falls, Idaho. Notices: [email protected].
Customer: The person or business named in the booking. If you book for a business, you confirm you may agree for it.
Effective date: When you tick "I agree" on our website (or sign this agreement). It applies to that session and later remote help sessions until you agree to a newer version.
Standard terms: The Common Paper Professional Services Agreement Standard Terms Version 1.1, free to use under CC BY 4.0, used without changes except as written on this cover page.
Governing law: The laws of the State of Idaho, United States.
Chosen courts: The courts located in Bonneville County, Idaho.
General cap amount: The fees paid or payable by Customer to Provider for remote help in the 12 months before the claim.
Increased claims, increased cap amount, unlimited claims: None.
Additional warranties by Customer: Customer owns, or is authorized to use and to let Provider work on, each computer and account involved; Customer is responsible for having backups of its data (section 4 below).
Other changes to the standard terms: The statement of work below. Provider may use its own independent contractors, bound by confidentiality and data-security rules at least as protective as this agreement, and Provider stays responsible for their work.
If this and a signed Falls agreement differ: A signed agreement (for example a support plan) wins.

Statement of work: remote help

1. What remote help is

We connect to your computer over the internet, with your permission, while you watch, to find and fix the problem you asked about: for example e-mail, printers, Wi-Fi settings, slow computers, software installs and updates, account and settings problems. Some problems cannot be fixed remotely (for example broken hardware); then we tell you and can quote a visit.

2. Price and paying

$75 an hour, charged in 15-minute steps, with a 30-minute minimum ($37.50). On one of our support plans, the time comes out of the plan's included hours instead.
Nothing is charged when you book. After the session we e-mail an invoice with a pay-online link (card or bank through Stripe; we never see your card details), due within 15 days.
You pay for the time used, even if the problem turns out not to be fixable remotely. We stop and ask before going past an hour, or past any amount you set when booking.
Software, licences or subscriptions you need (for example Microsoft 365 or antivirus) are bought by you, in your name, and are not included.

3. Your permission, and how a session works

You start every session. At the agreed time we call you; you open RustDesk (our remote-help tool, on our own server) and read us the ID and one-time password. We never connect to your computer uninvited, and we do not install software that lets us connect without you (unattended access) unless you ask for it in writing for a support plan.
You see everything we do and can end the session at any time by closing RustDesk.
By starting a session you allow us to view your screen and use your mouse and keyboard, and to make the changes needed for the problem you described: change settings, install, update or remove software, run diagnostic and cleanup tools, and restart the computer. Changes may be permanent. We ask before anything else, and before deleting anything you might want to keep.
Please stay at the computer or on the phone during the session.

4. Backups and the risk of data loss

Any work on a computer can, rarely, lose data or stop software working, especially when the computer is already failing or infected.
Keeping backups of your data is your responsibility. Before risky work (for example removing malware, repairing a disk or a major update), we tell you the risk and ask whether you have a backup; we can help you make one first, at the normal rate.
If you choose to go ahead without a backup, you accept that risk.

5. What we see and how we treat it

During a session we can see whatever is on your screen. Please close anything private first (banking, health or personal records).
We do not copy, download or keep your files. If we need a file to fix the problem, we ask first, use it only for that, and delete it when done.
Passwords: you type your own passwords; we never ask you to tell us your bank or e-mail password. If a password is shown or shared during a session, please change it afterwards; we can help.
We keep a short record of each session in our business software: the date, time, what we did and the time used, for your invoice and support history. Sessions are not recorded on video.
Our privacy policy explains what we keep and why.

6. What we promise and what we do not

We work carefully and to good professional standards, and we tell you plainly what we found and what we changed.
We cannot promise that every problem can be fixed, that a fix will last if something else changes later, or that a computer is free of every security risk after we have worked on it.
Software and services from other companies (Windows, Microsoft 365, printer drivers, banking or accounting programs) are theirs; we can set them up and fix settings, but we are not responsible for how they work or for their outages.
The warranties, the limits on what either side can claim, and the other legal terms are in the standard terms, with the general cap amount on the cover page.

7. Who may agree to this

You must be 18 or older, and own the computer or be allowed by its owner (for example your employer) to let us work on it.
If you book for a business, you confirm you may agree for it.

8. Things we will not do

We stop and decline if we are asked to: get into a computer or account that is not yours; get around a password, licence or copy protection; remove monitoring your employer or school put on a device; install pirated software; or do anything else unlawful. You pay only for the time used before we stopped.

9. Illegal material

If during a session we come across material that appears to be illegal (for example images of child sexual abuse), we will end the session and may report it to the authorities as the law requires or allows.

10. Cancelling or moving a session

As in the cancellation policy shown when you book: free changes and cancellations up to 24 hours before; later, please call us as soon as you can. There is no fee for now.

11. Complaints

If you are not happy with a session, tell us within 30 days at [email protected] or (208) 745-2981; we will look at it and make it right where we got it wrong, including redoing the work or crediting the time.

12. Changes to this agreement

This agreement has a version date (at the top). The version you agreed to applies to your sessions until you agree to a newer one (we show the newest when you book). We never change your agreement without asking.

The standard terms are the Common Paper Professional Services Agreement Standard Terms Version 1.1, free to use under CC BY 4.0; the full text is at the link in the key terms.

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