Terms of Service

1. Scope of Services

MyTECHWIZ LLC provides technology services that may include:

• Managed IT Services
• Remote and onsite IT support
• Computer diagnostics and repair
• Server and network support
• Cybersecurity and endpoint protection
• Microsoft 365 and cloud administration
• Backup and disaster recovery
• Application support
• Hardware diagnostics
• IT consulting
• Residential IT services
• Drive cloning and data migration
• Data sanitization
• Professional Data Recovery

The services actually provided to a particular customer are determined by the applicable service plan, estimate, proposal, Statement of Work, service request, or written agreement.

2. Customer Authorization

Customers authorize MyTECHWIZ to access and work on computers, devices, networks, accounts, storage media, and systems only to the extent reasonably necessary to perform services specifically requested or otherwise authorized by the customer.

Customers must represent that they own the equipment and data, or have authority from the owner to authorize MyTECHWIZ to work on it. MyTECHWIZ is not responsible for unauthorized service requests made by persons without proper authority.

3. Managed IT Services

Managed IT services are determined by the customer's selected service plan or written agreement. Services outside the customer's selected plan may be billed separately. Additional computers, users, servers, locations, or equipment beyond what is covered by the customer's plan may result in additional charges.

4. Total Care

Total Care provides comprehensive day-to-day IT management and support for covered systems.

Total Care does not mean that every technology-related product, expense, project, or service is included in the monthly fee.

Customer-specific coverage, included services, and pricing are established in the customer's individual service agreement.

5. Hardware and Replacement Equipment

Replacement hardware, equipment, parts, computers, servers, hard drives, SSDs, memory, motherboards, printers, switches, access points, cables, accessories, and similar equipment are not included in Managed IT monthly fees unless expressly stated in writing in the customer's service agreement.

Diagnosis, installation, configuration, or replacement labor may be included when specified by the customer's service plan, but the actual equipment or replacement part is billed separately.

6. Software, Licensing, and Third-Party Costs

Software licenses, Microsoft 365 licenses, subscriptions, cloud services, vendor charges, telecommunications services, shipping, and other third-party costs are billed separately unless expressly included in the customer's plan or written agreement.

7. Projects Outside Normal Managed Support

Major projects such as server replacements, server migrations, new network installations, major infrastructure upgrades, extensive cabling, office relocations, large-scale migrations, and similar work may require a separate estimate, proposal, or Statement of Work and may be billed separately from the customer's standard managed services plan.

8. Cybersecurity Services

Cybersecurity services are intended to reduce technology and security risks. However, no cybersecurity product, service, or combination of measures can guarantee prevention of every malware infection, ransomware attack, phishing attack, account compromise, unauthorized access, data breach, or cybersecurity incident. MyTECHWIZ does not warrant that any security product or service provides complete protection against all threats.

9. 24/7 Monitoring

References to 24/7 monitoring refer to automated monitoring, security, backup, endpoint-management, or alerting technologies and do not mean that MyTECHWIZ provides 24/7 staffed technical support unless expressly stated in a written service agreement.

10. Backup and Disaster Recovery

MyTECHWIZ may configure, manage, or monitor backup services on behalf of customers. However, no backup technology can guarantee that every file or system will always be recoverable. Successful restoration depends on factors including backup configuration, storage health, network availability, and the nature of the failure or data loss event.

Customers remain responsible for identifying important data and notifying MyTECHWIZ of significant changes to systems or data that may affect backup requirements.

11. Customer Backup Responsibility

Customers are encouraged to maintain a current backup of important data before repair, maintenance, upgrades, operating-system work, hardware replacement, migration, or other technical services. Unless backup or data-protection services are specifically included in the requested service or managed services agreement, MyTECHWIZ is not responsible for creating a backup of customer data before beginning service. Customers should inform MyTECHWIZ before service if important data is not backed up or if special data-preservation requirements apply.

12. Backup Restoration vs. Professional Data Recovery

These are distinct services:

Backup Restoration — File restoration from an available, functioning managed backup may be included in a customer's managed services plan when applicable.

Professional Data Recovery — Recovery from a failed, damaged, corrupted, deleted, formatted, unstable, inaccessible, or otherwise compromised storage device is Professional Data Recovery and is billed separately at the applicable Data Recovery rate, regardless of whether the customer has a managed services plan.

13. Data Recovery Services

General Recovery

MyTECHWIZ may provide recovery services for HDDs, SATA SSDs, NVMe/M.2 drives, external drives, USB storage devices, and selected RAID/server storage. Data recovery results cannot be guaranteed. Recovered files may be incomplete, corrupted, damaged, renamed, reorganised, or otherwise unusable depending on the condition of the storage media. Evaluation and recovery pricing may vary according to device condition, failure type, capacity, complexity, and recovery requirements.

Mechanical and Cleanroom Recovery

MyTECHWIZ does not perform cleanroom or internal mechanical hard-drive repair in-house. Drives with severe mechanical damage, clicking or grinding conditions, motor failures, or cases requiring cleanroom procedures may be referred to a qualified recovery partner with customer authorisation. Referrals may involve additional evaluation, pricing, and turnaround time.

RAID and Server Recovery

RAID, NAS, server, and multi-drive recovery requires additional evaluation and is quoted separately due to varying complexity. Customers should contact MyTECHWIZ for an evaluation before proceeding.

Mail-In Recovery

Customers should contact MyTECHWIZ before mailing storage media. Accepted media may include HDDs, SATA SSDs, NVMe/M.2 drives, external HDD/SSDs, and USB storage devices. Complete desktop computers, laptops, and all-in-one computers should not be mailed unless specifically authorised by MyTECHWIZ. Customers are responsible for proper packaging and applicable shipping charges. MyTECHWIZ is not responsible for loss or damage caused solely by a shipping carrier or inadequate customer packaging, to the extent permitted by applicable law.

14. Remote Support

Customers requesting remote support authorize MyTECHWIZ to remotely access covered computers or systems as reasonably necessary to perform authorized troubleshooting, maintenance, configuration, administration, patching, and support. Remote access sessions are conducted for legitimate support purposes only.

15. On-Site Services

Customers must provide reasonable access to the equipment, network, systems, facilities, accounts, and information necessary for MyTECHWIZ to perform authorized onsite services. Delays caused by lack of access or unavailability of necessary information may affect service completion.

16. Customer Data and Confidentiality

Customer files and information remain customer property. MyTECHWIZ may access customer files, systems, accounts, storage devices, or other information only as reasonably necessary to perform authorised services. While equipment is in MyTECHWIZ's custody, reasonable measures will be taken to safeguard it and any data it contains. Any data sanitisation, physical destruction, recycling, or disposal will be conducted only with appropriate authorisation or other lawful authority.

Customer information submitted for technical support or data recovery is not treated as public content and is not licensed to MyTECHWIZ for advertising, marketing, publication, or unrelated purposes.

17. Third-Party Products and Services

MyTECHWIZ may work with third-party products and providers, including Microsoft 365, cybersecurity providers, backup and cloud providers, ISPs, telecommunications providers, hardware manufacturers, software vendors, payment processors, and other technology providers.

Third-party products and services remain subject to their own terms, pricing, availability, warranties, privacy practices, and service limitations. MyTECHWIZ does not control independent third-party providers and is not responsible for their acts, omissions, availability, or service failures to the extent permitted by applicable law.

18. Estimates and Additional Work

Diagnosis may reveal problems that were not apparent when service began. If additional billable work materially exceeds the originally authorized scope, MyTECHWIZ will seek customer authorization before proceeding with that additional work where reasonably practicable.

19. Payment and Billing

Customers are responsible for authorized labor, services, products, replacement equipment, software, subscriptions, licenses, shipping, taxes, and other applicable charges. Managed IT customers are billed according to their applicable service agreement.

20. Service Results

MyTECHWIZ will make reasonable efforts to perform services competently and professionally. However, MyTECHWIZ does not guarantee that every computer problem can be repaired, every security incident can be prevented, every backup can be restored, or every storage device can be recovered. Technology outcomes depend on factors including device condition, failure type, software state, network environment, third-party service availability, and circumstances outside MyTECHWIZ's control.

21. Limitation of Liability

To the fullest extent permitted by applicable law, MyTECHWIZ LLC shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of data, loss of revenue, loss of profits, business interruption, costs of substitute services, or losses arising from third-party service failures, hardware failures, cybersecurity incidents, ransomware attacks, or events outside MyTECHWIZ's reasonable control, even if MyTECHWIZ has been advised of the possibility of such damages.

This limitation applies to claims arising under contract, tort, statute, or any other legal theory. Nothing in these Terms of Service is intended to exclude liability that cannot be excluded under applicable law.

22. Termination of Managed Services

Termination, cancellation, renewal, and contract duration for Managed IT customers are governed by the applicable customer service agreement.

When managed service ends, applicable MyTECHWIZ-provided monitoring agents, security products, backup services, licenses, remote-management tools, or other managed services may be removed, disabled, transferred, or discontinued as appropriate. Outstanding authorized charges remain payable upon termination.

23. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the State of Ohio, without regard to its conflict-of-law provisions.

24. Order of Precedence

If a signed service agreement, proposal, Statement of Work, or other written agreement between MyTECHWIZ and a customer conflicts with these general Terms of Service, the applicable written agreement will control with respect to the services covered by that agreement.

25. Changes to These Terms

MyTECHWIZ may update these website Terms of Service prospectively as its services or business practices change. Updates to website Terms of Service do not automatically override conflicting provisions of an existing signed customer agreement. Continued use of the MyTECHWIZ website following posted updates constitutes acceptance of the revised Terms of Service.

26. Equipment Pickup, Storage & Abandonment Policy

1. Equipment Pickup Responsibility

Customers who leave computers, laptops, external storage devices, or other equipment with MyTECHWIZ LLC for diagnosis, repair, data recovery, or related services are responsible for retrieving their property within 90 calendar days after receiving notification that the equipment is ready for pickup.

This policy applies to equipment for which services have been completed, declined, cancelled, or determined to be impractical or unsuccessful.

2. Customer Notification

MyTECHWIZ will make reasonable efforts to contact customers using the contact information supplied at the time of service authorisation. Notifications may be provided by telephone, voicemail, email, text message, or another previously agreed communication method.

The 90-day pickup period begins on the date MyTECHWIZ sends or provides the initial equipment-ready notification to the customer's designated contact information.

3. Pickup Reminders

MyTECHWIZ may issue additional reminders during the pickup period. Its standard notification procedure is intended to include an initial equipment-ready notice, a reminder approximately 30 days later, and another reminder approximately 60 days later.

If equipment remains unclaimed, MyTECHWIZ may issue a final written notice after the 90-day period. Any additional notice required by applicable law will be provided before further action is taken.

4. Unclaimed or Potentially Abandoned Equipment

Equipment not retrieved within the 90-day period may be classified internally as unclaimed or potentially abandoned. Expiration of the pickup period does not automatically transfer ownership of the equipment to MyTECHWIZ.

MyTECHWIZ may recycle, dispose of, or otherwise handle unclaimed equipment only after complying with applicable Ohio law, including any required notices, waiting periods, or other procedures.

5. Storage Fees and Outstanding Balances

MyTECHWIZ does not impose storage fees unless they have been disclosed to and accepted by the customer in advance. Customers remain responsible for authorised diagnostic, repair, and other service charges, subject to applicable law. Unpaid balances will be handled through lawful billing and collection procedures.

6. Customer Responsibility

Customers agree to provide accurate contact information, respond to service notifications, and arrange timely pickup or delivery of their equipment. Customers who anticipate difficulty collecting their equipment should contact MyTECHWIZ before the pickup deadline to discuss available arrangements.

7. Policy Acknowledgement

By authorising services and leaving equipment with MyTECHWIZ, customers acknowledge that they have read, understood, and agreed to this Equipment Pickup, Storage & Abandonment Policy.

28. Passwords and Administrative Access

Customers authorize MyTECHWIZ LLC to use credentials, administrator accounts, authentication methods, and access mechanisms provided or approved by the customer only as reasonably necessary to perform authorized services.

Customers are responsible for ensuring that the credentials and permissions they provide are authorized.

MyTECHWIZ will take reasonable precautions to safeguard credentials and will not knowingly disclose them to unauthorized parties.

Temporary access may be discontinued when services are completed. Administrative access required for ongoing Managed IT Services may remain active for the duration of the applicable service agreement.

Customers are encouraged to change temporary passwords shared for repair or support purposes after service completion.

29. Data Preservation and Destructive Repair Procedures

Certain diagnostic, repair, operating system, storage, and data recovery procedures may involve risks of permanent data loss, file corruption, or changes to existing system configurations.

MyTECHWIZ LLC will obtain separate customer authorization before intentionally performing destructive procedures, including:

• Drive formatting
• Storage sanitization
• Operating system reinstallation involving data removal
• Intentional deletion of customer information
• Other procedures specifically intended to erase customer data

Customers acknowledge that hardware failure, software corruption, pre-existing damage, or unforeseen technical conditions may cause data loss even during otherwise authorized, non-destructive services.

Customers are responsible for informing MyTECHWIZ of important data preservation requirements before service begins.

Backup, data recovery, and restoration services are provided only when included in the authorized scope of work or separately approved by the customer.

30. Security Incident Response and Remediation

MyTECHWIZ LLC may provide cybersecurity monitoring, threat detection, malware removal, incident investigation, system remediation, and recovery assistance according to the customer's selected service plan or separately authorized service request.

Endpoint protection or automated monitoring does not automatically include unlimited incident response, forensic investigation, legal assistance, ransomware recovery, or business continuity services.

Customers are responsible for promptly reporting suspected cybersecurity incidents and cooperating with reasonable investigation and remediation procedures.

MyTECHWIZ will make reasonable efforts to assist with authorized security incidents but does not guarantee that every threat can be detected, contained, removed, or remediated without system disruption, data loss, or additional expense.

Services outside the customer's contracted coverage may require separate authorization and additional charges.

31. Customer Security Responsibilities

Customers are responsible for maintaining reasonable security practices for systems and accounts under their control.

These responsibilities may include:

• Protecting account credentials
• Using multi-factor authentication where appropriate
• Maintaining supported software
• Reporting suspected security incidents promptly
• Maintaining appropriate backups
• Following applicable security recommendations

Customers should not knowingly disable or interfere with security software, backup agents, remote-management tools, monitoring services, or other protections installed under an authorized Managed IT Services agreement without first consulting MyTECHWIZ.

Unauthorized changes or disabling protective services may affect system security and the ability of MyTECHWIZ to provide contracted services.

MyTECHWIZ is not responsible for losses caused solely by customer actions or circumstances outside its reasonable control, to the extent permitted by applicable law.