Remote Support Terms and Conditions

HomeRemote Support Terms and Conditions

Remote Support Terms and Conditions

I (Client) agree to pay My Computer Mate to repair, analyse and troubleshoot my computer hardware and or software and at a rate of $79 per half hour.


  • Payment of one hour will be secured using a Credit Card prior to the support call.
  • Billing starts at the time of the appointment.
  • Missed/cancelled appointments will be billed $50 if notice is not given 4 hours before the appointment.

Time and Billing

  • Although My Computer Mate will endeavor to conduct all activities in a timely manner, troubleshooting issues may be a time-consuming process and I agree to pay My Computer Mate for troubleshooting time as necessary.
  • If My Computer Mate determines that an issue needs more time to be researched, you may or may not be billed for that time, and we reserve the right to reschedule the appointment at a convenient to you.
  • I understand that some work performed may go over one hour depending on the complexity and other factors (including but not limited to: The age of your computer and/or devices; outdated drivers or software; and the connection speed of your internet/intranet)


  • Due to the requirements of the repair, if approved by you (the client) we will attempt to back up your data to your computers and external hard drives/network shares to ensure its integrity before performing work
  • I also certify that I will indemnify and hold harmless My Computer Mate for any and all data or software that may be lost or erased, as well as for any consequence of the erasure or loss of that data or software. Although My Computer Mate will take every precaution to preserve all data and software on the computer, I acknowledge that occasionally data loss will occur and/or software operation may be compromised.
  • During a remote support call, if My Computer Mate determines it is necessary, the data is always backed up to the client’s computer or external hard drive. We do not back up the data on My Computer Mate servers.
  • If we do not perform a backup, or where you have agreed you do not require a backup, you agree that it is of no fault of My Computer Mate if any or all data is compromised before, during, or after the Online Service. We take great care in avoiding data loss, but you understand that data loss can occur.
  • If the repair requires lengthy backups performed, we reserve the right to charge for time performed setting up the backup, and will schedule another appointment at a time convenient to the client to continue with the original service appointment.

Training and Aftercare

  • If training is needed for backup methods and procedures, My Computer Mate will provide that training to me at an additional rate of $110 per hour after the service has concluded, or at another time convenient for the Client.
  • If aftercare is required, My Computer Mate will provide this at $110 per hour. We also have Maintenance Programs available with Unlimited tech support, starting at $199 per year. Please ask us about this at the conclusion of your online service.

Technical Malfunctions

  • I agree to indemnify and hold harmless My Computer Mate for any and all hardware or software malfunctions or accidents that may occur before, during, or after work is performed on Client’s computer, and for any results thereof.
  • My Computer Mate reserves the right to recommend one of our partners  if the troubleshooting requires the assistance of another specialist.


Confidentiality Agreement

  • Any private information stored on your computer or viewed by our computer repair technicians during a remote support call will be held confidential unless required by law.
  • Any private or personal information provided via email, phone, or by web forms to My Computer Mate will be kept confidential.
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