Building a personal computer involves navigating several key terms regarding parts acquisition and potential outcomes. Customers have the flexibility to either purchase all components themselves and have them delivered directly, or collaborate with the IT technician, who can assist in sourcing and buying the parts on the customer's behalf. It's important to note that the IT technician is not liable for common and reasonable damage to components that can occur during the building process or shipping.

If any parts bought by the customer and delivered to the IT technician are not compatible with the rest or majority of the components, the customer will be charged a $25 USD day holding fee until a compatible solution is found or the incorrect parts are addressed.

Should any parts be delivered to the IT technician later than the initial batch, and these parts were not picked with the express acceptance of the IT technician, a $25 USD first-day holding fee will be applied. Following this, a $20 USD day holding fee will be charged for each subsequent day until all necessary components are present and the building can commence.

Regardless of the purchasing method, the process carries inherent risks. During assembly, compatibility issues between components, faulty parts, or even accidental damage can lead to a non-functional system, requiring troubleshooting and potential part replacements. Furthermore, the shipping of delicate PC components, whether to the customer or the IT technician, poses a significant risk of damage due to mishandling, vibrations, or extreme temperatures, which can result in bent pins, cracked circuit boards, or other irreparable harm, ultimately delaying the building and incurring additional costs.

The IT technician will not be held responsible for the following risks when building a PC:

• Common and reasonable damage to components: This includes issues that can occur during the building process or shipping.

• Incompatible parts: If parts purchased by the customer and delivered to the IT technician are not compatible with the rest or majority of the components, the IT technician is not liable for this incompatibility. A holding fee will be charged in such cases.

• Late delivery of parts: If parts are delivered later than the initial batch and were not previously approved by the IT technician, the IT technician is not responsible for the delay, and holding fees will apply.

The IT technician is not liable for issues such as compatibility problems, faulty parts, or accidental damage that may occur during assembly, or damage to components during shipping (e.g., bent pins, cracked circuit boards due to mishandling, vibrations, or extreme temperatures). These issues can lead to a non-functional system, troubleshooting, and potential part replacements.

PC Building Hourly Rate is $55USD per Hour, Minimum Service Fee is 1 Hour, drives over 15 Minutes are included in hourly rate. Drive to Customer will be doubled for drive to and from the customer.

When seeking IT Help Support, understanding key terms regarding parts acquisition and potential service outcomes is crucial. Customers have the flexibility to either purchase any necessary components themselves and have them delivered directly, or collaborate with the IT technician, who can assist in sourcing and buying the parts on the customer's behalf. It's important to note that the IT technician is not liable for common and reasonable damage to components that may occur during the repair process or during shipping to or from the customer

If any parts bought by the customer (Being serviced/Installed that were mentioned but not approved first with the Tech) are not compatible with the rest or majority of the components, and the IT Tech has to schedule another appointment, the customer will be charged a $25 USD re-servicing fee on top of the first servicing fee and the next service fees.

Regardless of how parts are acquired, the IT support process carries inherent risks. During troubleshooting or repair, compatibility issues between components, faulty parts, or even accidental damage can occur, potentially leading to a non-functional system. This often requires further investigation, more extensive repairs, and possible part replacements. Furthermore, the shipping of delicate electronic components, whether to the customer or the IT technician, poses a significant risk of damage due to mishandling, vibrations, or extreme temperatures. This can result in issues like bent pins, cracked circuit boards, or other irreparable harm, ultimately delaying the repair and incurring additional costs.

The IT technician is not liable for issues such as compatibility problems, faulty parts, or accidental damage that may occur during assembly, or damage to components during shipping (e.g., bent pins, cracked circuit boards due to mishandling, vibrations, or extreme temperatures). These issues can lead to a non-functional system, troubleshooting, and potential part replacements.

Clients can request IT support through the following channels:

• Email: support@atlasether.net (for non-urgent requests)

• Phone: (419)650-0008 (for urgent requests)

• Online Portal: https://atlasether.raiseaticket.com 

Hourly Rate is $65 USD per Hour for Personal Services.

Minimum Service Fee is 1 Hour, drives over 15 Minutes are included in hourly rate. Drive to Customer will be doubled for drive to and from the customer.

1. Introduction and Purpose

This policy outlines the terms and conditions for IT support services provided by Atlas Ether LLC to its business clients. Its purpose is to ensure clear communication, efficient service delivery, and a safe working environment for both Atlas Ether LLC employees and our clients.

2. Scope of Services

Atlas Ether LLC provides comprehensive IT support services, including but not limited to:

• Network management and troubleshooting

• Hardware and software installation, configuration, and maintenance

• Data backup and recovery solutions

• Cybersecurity monitoring and incident response

• Proactive system health checks and performance optimization

• Deployment of new IT systems and upgrades to existing infrastructure

• Installation and maintenance of security camera systems

3. Service Request Procedures

Clients can request IT support through the following channels:

• Email: support@atlasether.net (for non-urgent requests)

• Phone: (419) 650-0008 (for urgent requests)

• Online Portal: https://atlasether.raiseaticket.com/support/#/newticket

Please provide a detailed description of the issue, including any error messages, steps taken, and the impact on your operations.

4. Response Times

Atlas Ether LLC commits to the following response times for service requests, subject to the severity of the issue:

• Critical (Business Down/Major Security Incident): Within 4 hours

• High (Significant Disruption/Multiple Users Affected): Within 8-10 hours

• Medium (Single User/Minor Disruption): Within 12-24 business hours

• Low (General Inquiry/Non-Urgent Request): Within 24-48 business hours

These times represent the initial contact and assessment of the issue, not necessarily resolution.

5. Client Responsibilities

To ensure effective service delivery, clients are responsible for:

• Providing accurate and timely information regarding IT issues.

• Ensuring Atlas Ether LLC personnel have necessary access to systems and facilities.

• Designating a primary point of contact for IT-related communications.

• Adhering to the terms of this policy and any service agreements.

6. Atlas Ether LLC Responsibilities

Atlas Ether LLC is responsible for:

• Delivering professional and timely IT support services.

• Maintaining the confidentiality and security of client data.

• Communicating clearly and regularly regarding service status.

7. Employee Conduct & Service Denial Policy

Atlas Ether LLC is committed to providing a safe and respectful working environment for all its employees. Our employees are an extension of Atlas Ether LLC and are expected to conduct themselves professionally.

For the protection of Atlas Ether LLC employees, all client employees are also subject to our "Service Denial Policy." This policy stipulates that Atlas Ether LLC reserves the right to deny or suspend services, immediately or after warning, if any client employee engages in conduct that is deemed:

• Abusive or Harassing: Including verbal abuse, threats, intimidation, discrimination, or any form of harassment (sexual, racial, etc.) directed at Atlas Ether LLC personnel.

• Unsafe or Threatening: Creating a physically or psychologically unsafe environment for Atlas Ether LLC personnel.

• Unprofessional: Including excessive rudeness, unreasonable demands, or any behavior that significantly impedes the ability of Atlas Ether LLC personnel to perform their duties.

In the event of a violation of this policy, Atlas Ether LLC will review the incident and may take actions including, but not limited to, issuing a warning, escalating the issue to client management, or immediately withdrawing personnel and suspending services. Continued egregious behavior may lead to the termination of the service agreement.

8. Parts Acquisition and Service Outcomes

When seeking IT Help Support, understanding key terms regarding parts acquisition and potential service outcomes is crucial. Customers have the flexibility to either purchase any necessary components themselves and have them delivered directly, or collaborate with the IT technician, who can assist in sourcing and buying the parts on the customer's behalf. It's important to note that the IT technician is not liable for common and reasonable damage to components that may occur during the repair process or during shipping to or from the customer.

If any parts bought by the customer (being serviced/installed that were mentioned but not approved first with the Tech) are not compatible with the rest or majority of the components, and the IT Tech has to schedule another appointment, the customer will be charged a $75 USD re-servicing fee on top of the first servicing fee and the next service fees.

Regardless of how parts are acquired, the IT support process carries inherent risks. During troubleshooting or repair, compatibility issues between components, faulty parts, or even accidental damage can occur, potentially leading to a non-functional system. This often requires further investigation, more extensive repairs, and possible part replacements. Furthermore, the shipping of delicate electronic components, whether to the customer or the IT technician, poses a significant risk of damage due to mishandling, vibrations, or extreme temperatures. This can result in issues like bent pins, cracked circuit boards, or other irreparable harm, ultimately delaying the repair and incurring additional costs.

The IT technician is not liable for issues such as compatibility problems, faulty parts, or accidental damage that may occur during assembly, or damage to components during shipping (e.g., bent pins, cracked circuit boards due to mishandling, vibrations, or extreme temperatures). These issues can lead to a non-functional system, troubleshooting, and potential part replacements.

9. Confidentiality

Atlas Ether LLC understands the sensitive nature of client data. All Atlas Ether LLC employees are bound by strict confidentiality agreements and will not disclose any client information to third parties without explicit written consent, except as required by law.

10. Termination of Services

Either party may terminate the IT support services agreement with 60 days' written notice, as outlined in the specific service contract. Atlas Ether LLC reserves the right to terminate services immediately under circumstances such as non-payment, breach of contract, or violation of the "Service Denial Policy."

Hourly Rate is $135 USD per Hour for Businesses Services.

Minimum Service Fee is 1 Hour, drives over 15 Minutes are included in hourly rate. Drive to Customer will be doubled for drive to and from the customer.

Effective Date: June 8, 2025

Policy Statement:

Atlas Ether offers remote IT support services to enhance efficiency and provide timely assistance to our clients. This policy outlines the terms and conditions for the use of RustDesk, a remote desktop software, to deliver these services. Our aim is to ensure the security, privacy, and protection of both our clients and Atlas Ether IT Technicians during remote support sessions.

1. Remote Support Service Overview:

1.1. Purpose: Remote support via RustDesk allows Atlas Ether IT Technicians to access a client's computer system remotely to diagnose, troubleshoot, and resolve technical issues without requiring an on-site visit.

1.2. Software Used: Atlas Ether utilizes RustDesk for its remote support capabilities. RustDesk is a secure, open-source remote desktop software.

2. Client Responsibilities and Protections:

2.1. Consent Required: Remote support will never be initiated without the client's explicit verbal or written consent for each session. The client must actively provide the necessary connection credentials (ID and password) to the technician.

2.2. Presence During Session: Clients are strongly encouraged to remain present at their computer during remote support sessions. This allows the client to: * Monitor the technician's actions in real-time. * Terminate the session immediately if they feel uncomfortable or wish to stop the support. * Provide immediate feedback or answer questions from the technician.

2.3. Data Backup: It is the client's sole responsibility to ensure all critical data is backed up before initiating any remote support session. While Atlas Ether takes all reasonable precautions, we cannot be held responsible for any data loss that may occur.

2.4. Confidentiality: Atlas Ether IT Technicians are bound by our strict confidentiality policy. Any information accessed during a remote session will be treated with the utmost confidentiality and will only be used for the purpose of providing the requested support.

2.5. Session Termination: Clients retain full control to terminate the remote session at any time by closing the RustDesk application window, restarting their computer, or disconnecting from the internet.

3. Atlas Ether IT Technician Responsibilities and Protections:

3.1. Professional Conduct: Technicians will conduct themselves professionally at all times during remote support sessions, adhering to all Atlas Ether policies, including the Service Denial Policy.

3.2. Scope of Access: Technicians will only access areas of the client's system necessary to resolve the reported issue. They will not browse, copy, or modify personal files or data unless explicitly required for the troubleshooting process and with the client's knowledge.

3.3. Security: Technicians will ensure that RustDesk is used securely. All remote connections are encrypted, and access credentials are never stored by Atlas Ether after the session.

3.4. Documentation: Technicians may take notes or screenshots (with client's knowledge) during a session for documentation purposes to aid in troubleshooting or for internal training, ensuring no sensitive personal data is captured or stored.

3.5. Right to Refuse/Terminate: Technicians reserve the right to refuse or terminate a remote support session if: * The client becomes abusive, uses inappropriate language, or engages in harassing behavior. * The technician suspects illegal activity on the client's system. * The client attempts to interfere with the diagnostic or repair process in a manner that jeopardizes the integrity of the system or the effectiveness of the support. * The technician encounters technical limitations that prevent effective remote assistance, requiring an alternative solution.

4. RustDesk Installation and Cost:

4.1. Optional Service: The installation of RustDesk for ongoing remote support is an optional service offered by Atlas Ether. It will only be installed on a client's machine if they explicitly agree to it and complete the required payment.

4.2. Subscription Cost: The bi-yearly (every 6 months) subscription cost for Atlas Ether's remote support service using RustDesk is $60.00 USD. This fee covers the ongoing availability of remote support and the necessary licensing/infrastructure for the RustDesk software.

4.3. Installation After Initial Service: If a client requests RustDesk installation for remote support after the completion of an initial on-site or remote service, an additional $25.00 USD installation fee will be charged. This fee covers the technician's time to set up the software for ongoing support capabilities.

Effective Date: July 5, 2025

1. Purpose

This policy outlines the standardized procedure for clients of Atlas Ether LLC to submit support requests and report technical issues. By following this process, we ensure that all inquiries are properly logged, prioritized, and addressed efficiently, leading to faster resolution and improved service quality.

2. Scope

This policy applies to all clients of Atlas Ether LLC who require technical assistance or wish to report an issue related to the services provided by Atlas Ether LLC.

3. How to Raise a Support Ticket

Clients are required to submit all support requests through our designated support channels to ensure proper tracking and timely response.

• Primary Method: Online Support Portal

  • Access our dedicated support portal at: https://atlasether.raiseaticket.com/support

  • Log in using your provided credentials.

  • Click on "Submit a New Ticket" or a similar option.

  • Fill out all required fields as detailed in Section 4.

• Secondary Method: Email

  • For issues where portal access is unavailable or for general inquiries, you may email our support team at: support@atlasether.net

  • Important: When using email, please include all information as detailed in Section 4 in your initial email to avoid delays. A ticket will be automatically generated upon receipt of your email.

• Emergency Contact (Critical Issues Only):

  • For Critical issues (as defined in your SLA, e.g., complete system outage affecting all users), you may contact us via phone at: [Insert Your Emergency Phone Number Here]

  • Note: This channel is strictly for urgent, business-impacting issues. Non-critical issues reported via phone may be redirected to the online portal or email for formal submission.

4. Information to Include When Raising a Ticket

To expedite the resolution process, please provide as much detail as possible when submitting a ticket:

1. Subject Line/Title: A concise, clear summary of the issue (e.g., "Email not sending," "Server X is down," "Cannot access shared drive").

2. Your Name & Company: Your full name and the name of your company (Atlas Ether LLC client).

3. Contact Information: Your preferred phone number and email address for communication.

4. Impact/Urgency:

   • How many users are affected?

   • What is the business impact? (e.g., "Cannot perform daily tasks," "Minor inconvenience," "Complete halt of operations").

   • This helps us determine the priority level (Critical, High, Medium, Low) based on your Service Level Agreement (SLA).

5. Detailed Description of the Problem:

   • What exactly is not working or what behavior are you observing?

   • When did the issue start?

   • Has anything changed recently (e.g., new software installed, network changes, power outage)?

   • Are there any error messages? (Please provide the exact text or a screenshot).

   • What steps have you already taken to try and resolve the issue?

6. Steps to Reproduce (if applicable):

   • A step-by-step guide on how we can replicate the issue. This is extremely helpful for diagnosis.

7. Screenshots or Attachments:

   • Include relevant screenshots of error messages, problematic screens, or any other supporting documents.

5. Ticket Prioritization and Communication

• Upon submission, your ticket will be assigned a unique ID and prioritized according to the severity of the issue and your existing Service Level Agreement (SLA) with Atlas Ether LLC.

• You will receive an automated confirmation of your ticket submission, including the ticket ID.

• Our support team will communicate updates on the status of your ticket via the support portal or email. Please refer to your ticket ID in all communications.

6. Client Responsibilities

• Clients are responsible for providing accurate and complete information when submitting a ticket.

• Clients should avoid submitting duplicate tickets for the same issue.

• Clients should respond promptly to requests for additional information from the support team.

• Clients should notify Atlas Ether LLC if an issue is resolved by their own means before our team intervenes.

7. Contact Information

For general inquiries or if you have questions about this policy, please contact:

Atlas Ether LLC Support Team (419) 650-0008 ; support@atlasether.net ; https://atlasether.raiseaticket.com/support

Thank you for helping us provide you with the best possible IT support.

Atlas Ether is committed to providing a safe, respectful, and professional working environment for all its employees, particularly our IT Technicians who frequently interact with clients in their homes or businesses. This Service Denial Policy outlines the circumstances under which an Atlas Ether IT Technician may refuse or terminate service to a client, prioritizing the safety, well-being, and professional integrity of our staff. This policy is designed to protect our employees from uncomfortable, unsafe, or inappropriate situations, while also ensuring clear guidelines for service charges when such situations arise.

Scope:

This policy applies to all Atlas Ether IT Technicians and all clients requesting on-site IT services from Atlas Ether.

Conditions for Service Denial or Termination:

Atlas Ether IT Technicians are authorized to refuse or terminate service under the following conditions:

1. Unsafe or Unsanitary Living/Working Conditions:
   
   

   • Egregious Lack of Hygiene: This includes, but is not limited to, the presence of excessive human or animal waste, strong pervasive odors that are clearly indicative of severe unsanitary conditions, or widespread mold/mildew that poses a health risk.

   • Infestation: Visible evidence of severe pest infestation (e.g., rodents, cockroaches, bed bugs) that could pose a health hazard or be carried back to other client sites or the technician's home.

   • Structural Hazards: Clearly visible structural damage that poses a risk of collapse, exposed live electrical wires, or other immediate physical dangers.

   • Excessive Clutter/Hoarding: Conditions that make it impossible or significantly challenging to safely navigate the workspace, access equipment, or pose a fire hazard.

2. Dangerous or Threatening Locations/Environments:
   
   

   • Presence of Unsecured Weapons: Visible and unsecured firearms, knives, or other weapons in a manner that causes reasonable concern for the technician's safety.

   • Suspicion of Illegal Activity: Any reasonable suspicion that illegal activities (e.g., drug manufacturing, illegal gambling) are taking place on the premises, posing a risk to the technician.

   • Uncontrolled or Aggressive Animals: Animals that are not properly secured and exhibit aggressive behavior, posing a threat to the technician.

   • Known High-Crime Areas (with observed threats): While we strive to serve all areas, if the immediate environment upon arrival presents clear and present dangers (e.g., active disputes, overt threatening individuals) that cause the technician to reasonably fear for their safety.

3. Inappropriate Language and/or Actions by the Client or Occupants:
   
   

   • Abusive or Threatening Language: Verbal abuse, shouting, profanity directed at the technician, threats of physical harm, or any language intended to intimidate or demean.

   • Discriminatory Language: Any slurs, derogatory remarks, or hate speech targeting the technician based on their race, ethnicity, gender, sexual orientation, religion, disability, or any other protected characteristic.

   • Sexual Harassment: Unwanted sexual advances, suggestive comments, lewd gestures, or any other conduct of a sexual nature that creates a hostile or offensive environment for the technician.

   • Physical Aggression or Intimidation: Any physical contact without consent, blocking egress, or any other action intended to physically intimidate or restrict the technician's movement.

   • Disregard for Personal Space: Repeated violation of the technician's personal space after being requested to maintain distance.

   • Intoxication/Impairment: Clients or occupants who are visibly intoxicated or impaired to the point of being unable to communicate coherently, being aggressive, or creating an unsafe environment.

Procedure for Service Denial:

1. Technician's Discretion: The decision to deny or terminate service rests solely with the Atlas Ether IT Technician on site. Their safety and comfort are paramount.

2. Verbal Notification: The technician will, if safe to do so, verbally inform the client of their decision to deny or terminate service and briefly state the reason (e.g., "Due to conditions that create an unsafe environment," "Due to inappropriate language/actions"). They are not required to engage in prolonged debate or justification.

3. Immediate Departure: The technician will safely and promptly exit the premises.

4. Reporting: The technician will immediately report the incident to their supervisor or the Atlas Ether management team, providing a detailed account of the situation and the reasons for service denial.

Service Charges in Case of Denial:

When service is denied or terminated under the conditions outlined in this policy, the following charges will apply:

• Minimum Service Fee OR One Hour Plus Travel Time: The client will be charged either the standard Atlas Ether minimum service fee or one hour of service time, whichever is greater, PLUS any time used for travel to the client's location. This charge compensates Atlas Ether for the technician's time, travel expenses, and the opportunity cost of the missed service appointment.

• No Further On-Site Service: Atlas Ether reserves the right to refuse all future on-site service to clients who have had service denied under this policy, particularly in cases of repeated violations or severe misconduct. Remote support options may be considered on a case-by-case basis at the sole discretion of Atlas Ether management.

Client Responsibility:

Clients are responsible for providing a safe, clean, and respectful environment for Atlas Ether IT Technicians to perform their duties. By scheduling an appointment with Atlas Ether, clients agree to adhere to the terms of this Service Denial Policy.

Communication and Training:

This policy will be thoroughly communicated to all Atlas Ether IT Technicians during their onboarding and reinforced through regular training sessions. Technicians will be empowered and supported in exercising their right to deny service when necessary. Clients will be made aware of this policy through its availability on the Atlas Ether website and, where appropriate, through initial service communications.

Review and Revision:

This policy will be reviewed periodically by Atlas Ether management to ensure its effectiveness and to make any necessary adjustments.

Atlas Ether is committed to fostering a secure and respectful environment for both our clients and our dedicated IT professionals.