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 80 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.