Terms of Service

Services

Trace Micro provides paid, remote technical support and advisory services. Support may be delivered via chat, email, phone, or remote access tools depending on the plan selected.

We do not provide on-site service, physical repairs, or emergency response services.

Remote Access & Security

If remote access is required, it will only occur with your explicit consent. You may end a remote session at any time.

Trace Micro will never request account passwords by email or chat.

We may communicate by email for receipts and updates. If you reply to ticket emails, your reply may be stored with your support record.

Payments & Refunds

Support fees are charged in advance. Because services involve immediate time allocation and professional expertise, completed services are non-refundable.

If you believe a billing error has occurred, please contact us promptly so we can review the issue.

Limitations of Liability

While we strive to resolve issues accurately and carefully, Trace Micro is not responsible for indirect, incidental, or consequential damages, including data loss, downtime, or business interruption.

Our total liability, if any, is limited to the amount paid for the applicable service.

User Responsibilities

You are responsible for maintaining backups of your data and ensuring you have authorization to request support on any device, account, or system involved.

Do not send passwords. If credentials are required for troubleshooting, we will guide you to use provider-approved methods (for example: password resets, one-time codes, or entering credentials during an approved remote session).

Governing Law

These Terms are governed by the laws of the State of North Carolina, without regard to conflict of law principles.

Questions

If you have questions about these Terms, please contact us before purchasing support so expectations are clear.

Visit Pricing to choose a plan.