Terms

Last updated: September 2026

A message is not an engagement

Sending a text, voicemail, email or form submission does not automatically create a service agreement. Work begins only after the scope and engagement are discussed and agreed.

Availability

Availability is not guaranteed. Text is fastest, and when available I usually respond within minutes to a few hours. This is not a contracted 24/7 emergency SLA or a guaranteed response time.

What can and cannot be promised

Not every system can be repaired, recovered or safely changed. A third-party provider outage, damaged data, missing access or a deeper system limitation may be outside my control.

When billing starts

Initial brief triage is free. If I believe I may be able to help, pricing and the engagement are discussed before billable troubleshooting begins. Billable work covers the agreed investigation and work performed; the outcome cannot be guaranteed in advance.

Authorized access only

You must be authorized to request work on the systems and data involved. Do not provide unauthorized access or ask me to bypass authentication, permissions or ownership controls.

Security incidents

This service is for normal software and application failures. Evidence of an active compromise, breach, ransomware event or other cybersecurity incident may require a specialist in cybersecurity or digital forensics.

Third-party services

Cloud, payment, DNS, hosting, SaaS and other provider outages are outside my control. I may help determine whether the issue is upstream and identify possible workarounds, but I cannot repair another provider’s infrastructure.