Terms of Service

Effective Date: November 12, 2025

Welcome to Master Support Tech Services, a division of MSBoutique LLC (“we,” “our,” or “us”).
These Terms of Service govern your use of our website, support portal, and managed IT services.
By accessing or using our services, you agree to these terms. If you do not agree, please do not use our services.

1. Scope of Services

We provide remote and on-site IT support, technical consultation, and managed service solutions for small businesses.
Our services include (but are not limited to):

  • Remote troubleshooting and support via email, Freshdesk portal, or secure remote tools.

  • Device configuration and software setup.

  • Account, network, and printer support.

  • Optional premium add-on services such as on-site visits, device procurement, and training.

Each service plan (Starter, Pro, Elite) has specific inclusions and ticket limits as described on our website.

2. Client Responsibilities

By using our services, you agree to:

  • Provide accurate and complete information when submitting support requests.

  • Maintain secure access to your systems and data.

  • Ensure your employees or end-users follow reasonable IT security practices.

  • Use our support portal or designated communication channels for technical requests.

We are not responsible for issues caused by client misconfiguration, unauthorized third-party software, or negligence.

3. Ticket and Response Policy

  • Tickets can be submitted via the Freshdesk portal or by emailing support@mastersupport.tech.

  • Ticket limits, response times, and service levels depend on your chosen plan.

  • Tickets are categorized by priority (Low, Normal, High, Critical) and addressed accordingly.

  • Issues outside your plan’s scope or after your ticket limit may incur additional fees.

4. Payment and Billing

  • All plans are billed monthly or annually via Stripe or QuickBooks.

  • Payment is due at the time of subscription or renewal.

  • Overdue payments may result in temporary suspension of service.

  • Premium add-ons (such as on-site work or device procurement) are billed separately.

  • Refunds are not guaranteed after services have been rendered.

5. Remote Access and Security

We may request remote access to your systems to provide support.
By granting remote access, you acknowledge and authorize us to view or control your system temporarily for troubleshooting purposes.
We do not access client systems without permission and take precautions to ensure session confidentiality.

All remote sessions use secure, industry-standard tools (such as Microsoft Quick Assist or Google Remote Desktop).

6. Data and Confidentiality

We take your privacy seriously. All client data shared with us is treated as confidential.
We will not disclose or share client information except as required to provide services or comply with law.

Refer to our Privacy Policy for full details on data collection, storage, and use.

7. Limitation of Liability

Our services are provided “as is.”
While we strive for accuracy and reliability, we are not liable for indirect, incidental, or consequential damages arising from:

  • Data loss, hardware failure, or downtime.

  • Misuse or unauthorized access to client systems.

  • Delays or interruptions caused by third-party software or networks.

Our total liability shall not exceed the total amount paid by the client in the three months preceding the event giving rise to the claim.

8. Termination of Service

We reserve the right to suspend or terminate service for:

  • Non-payment.

  • Abuse of the service or excessive ticket creation beyond plan limits.

  • Security concerns or suspected misuse.

Clients may cancel services anytime with 30 days’ written notice.

9. Service Modifications

We may modify or update our services, pricing, or policies at any time.
Changes will be reflected on our website, and significant updates will be communicated via email or portal notification.

10. Governing Law

These Terms are governed by and interpreted in accordance with the laws of the Commonwealth of Virginia, USA, without regard to conflict-of-law principles.

11. Contact

For questions about these Terms, please contact:

Master Support Tech Services
A division of MSBoutique LLC
📧 legal@mastersupport.tech
🌐 https://mastersupport.tech