Computer & IT Support Terms

Last updated October 25, 2026.

These terms cover computer and IT support from Osmond Technologies, LLC—remote and on-site help for homes and businesses—along with our Terms of Service. Rates are listed on our Pricing & Service Plans page.

1. Remote Access

For remote support we use Splashtop, a secure remote support tool. By installing it and asking us for help, you give us permission to connect to your computer and work on it.

• We only connect when you've asked us for help.
• If anyone else ever calls or messages asking to get on your computer, don't let them. We'll never contact you out of the blue asking for access.
• When we no longer need access to a computer, we remove it from our remote support account. You can also uninstall Splashtop at any time.

2. Your Data and Backups

Backing up your computer is your responsibility. Before we work on a computer, it should be backed up. We're happy to set up a backup for you, billed at our support rate.

Repairs, updates, virus removal, and hardware problems can occasionally cause data loss. Osmond Technologies, LLC is not liable for any loss of data, files, photos, or settings on computers, phones, or other devices we work on, whether or not they were backed up.

3. Software, Licenses, and Accounts

Software and licenses on your computers belong to you, and you're responsible for having valid licenses for everything installed. We don't install unlicensed software. Passwords and accounts are yours; we'll only use the access you give us for the work you've asked for.

4. Billing

• Remote support is billed by the hour, with a 30-minute minimum, then in 15-minute increments.
• On-site support is billed by the hour, with a one-hour minimum, then in 15-minute increments. Travel outside the Eau Claire area may add a travel charge, agreed on before we come.
• Hourly support is due upon receipt of the invoice.
• Hardware, software, and parts we buy for you are billed separately at cost plus any agreed markup, and must be approved by you first.

5. Support Plans

Some clients pay a flat amount for ongoing support instead of hourly billing. Each plan's price, what it covers, and how often it's billed are agreed on in writing.

• Plans are billed in advance and renew automatically at the end of each period unless canceled in writing before the next payment is due.
• Plan payments are non-refundable.
• Work outside what the plan covers is billed at our hourly rates.

6. What We Can't Guarantee

We'll do our best to fix every problem, but some can't be fixed—for example, failing hardware, unsupported or very old devices, or problems caused by outside companies. You're billed for the time spent even when a problem can't be solved. If we find that a repair isn't worth the cost, we'll tell you before going further.

We're not responsible for problems caused by software, services, or changes made by you or anyone else after our work.

7. Liability

Our total liability is limited as described in our Terms of Service.