Service Agreement

When you book, pay, or tell us to proceed, you hire Seraphtek LLC as an independent contractor. We are not your employee, partner, or in-house IT department unless a separate written retainer says so.

One operator is accountable for the work. 1099 technicians may assist when a job needs more hands. They work under this agreement. We remain responsible to you for the scope we accepted.

No surprise hours. For anything that is not a published flat-rate menu item, we confirm a total range — or the hourly / session clock — before work starts. If discovery shows the job is outside that range, we stop and requote. You can accept the new range or stop. Time already spent diagnosing at a billed rate is payable.

Commercial, municipal, website, SEO, AEO, and advisory work always get a written range first. Do not use the quoted-amount checkout until that range exists.

You represent that you own, or are authorized to permit access to, the premises, devices, accounts, networks, data, and domains involved. If you are booking for a business, town, school, or household that is not solely yours, you represent you have authority to bind that party.

We can ask for proof of authority (photo ID, domain login, a manager or town administrator on the call, a PO). We can refuse work without it.

• Primary service area: Massachusetts, Maine, New Hampshire, Rhode Island, and Connecticut. Travel inside the zone confirmed at booking is included in the hourly rate.
• Travel outside that zone is quoted before we roll. If you decline, the appointment is cancelled without a trip charge.
• Rate: $135/hour, 1-hour minimum, then 15-minute increments.
• An adult you designate must be present, or we must have written permission to work unattended.
• Provide safe access: lighting, a place to work, animals secured, parking that does not require a ticket we were not told about.
• If the site is unsafe or we are asked to do illegal work, we leave. The 1-hour minimum still applies.
• Wait time: 15 minutes after the booked start. After that the visit may be closed as a no-show.

A remote session is consent for Seraphtek to connect to the device or account in the booking — including screen control, file transfer, installed tools, and administrative changes needed for the stated job.

• You will provide working credentials or sit at the machine and approve the connection prompt.
• You will not share passwords in public chat if a better channel exists. We will not ask you to email a password in plain text if we can avoid it.
• You should save your work. Remote control can interrupt open applications.
• We may install or remove remote-support tools. We remove them at the end of the job unless you ask to leave a support agent installed.
• A session is up to 45 minutes for $69. Additional time is $25 per 15 minutes, confirmed before we continue.
• If we cannot connect after reasonable attempts during the slot (your network, missing passwords, no one at the machine), the session may be charged or rescheduled at our discretion.

Remote is the default when the job allows. On-site is used when remote cannot finish the work.

Storage fails. Malware lies. We do not warrant that data will survive a repair, a clone, a virus clean, or an OS reinstall unless the quote expressly includes a backup or data-recovery line and we confirm the backup completed.

• Back up first when you can. If you tell us there is no backup, you accept the risk of loss.
• Virus / malware removal is best effort. A machine can be reinfected by a reused password, a cracked program, or a plug-in we were not asked to touch.
• Same-issue re-clean: 14 days, labor only, if you followed the aftercare we gave you (password changes, removed pirated software, etc.).
• We do not recover data from devices you do not own, or from accounts you cannot prove you control.
• Jobs that involve medical, student, payment-card, or other regulated data need a written addendum before we start. Do not send that data in the public request form.

Hardware, software licenses, cloud subscriptions, and ISP equipment are sold or warranted by their makers, not by Seraphtek, unless a quote says we are supplying a specific item. We can install what you provide or what we purchase on your behalf at cost plus any quoted handling.

We will not install pirated software or bypass activation. If a job requires a license you do not have, the job pauses until you buy one.

• 5-hour block: $550 ($110/hour). 10-hour block: $1,050 ($105/hour).
• Prepaid hours apply to residential field and remote work only, unless a writing for a specific commercial or municipal job says they apply to that job.
• They are not a commercial retainer, not transferable, and not a cash account. Applying unused hours to a quoted job does not convert the block into a retainer.
• Unused hours expire 12 months after purchase.
• If no hours have been used, you may request a refund of the block within 7 days of purchase.
• After any hour is used, or after 7 days, unused remainder is not refundable and rides until expiry.

A written range, email confirmation, or statement of work is the contract for that job. Deposits are applied to the invoice. If you cancel a quoted job after we have started production, the deposit covers work already done; any unused remainder is handled in the writing for that job. If we cancel, unused deposit is refunded.

The $497 network and access audit on the commercial page is a quoted commercial job, not a residential Stripe SKU. Request it first. After we confirm that price and scope in writing, pay it — or a deposit — on the quoted-amount checkout. Discovery that expands the audit is requoted before it continues. Do not use the quoted-amount checkout until that confirmation exists.

• On-site: 24 hours notice to cancel or move. Late cancel or no-show: 1-hour minimum.
• Remote: 2 hours notice. Late cancel or no-show: the session fee.
• We cancel: no charge for the slot. Choose refund or credit for amounts already paid toward that slot.
• Published residential payment, work not started, request within 7 days: refunded.
• Work started: pay time and completed flat-rate items. Remainder of a prepaid block stays on the account.
• Chargebacks: contact us first. We will document the booking, the work log, and the access you authorized.

Labor on a completed repair is covered for 14 days against failure from the same cause, parts excluded. This does not cover a different problem, customer changes after we left, water, power events, or software the vendor patched out from under us.

Tune-ups, training, audits, punch lists, and “it feels slow” work are not warranted beyond the session. Network and Wi-Fi jobs depend on the building, the ISP, and the hardware in place.

These are quoted production, kept off the residential Stripe table on purpose. No rank-#1 promise. Maps and AI overviews move on reviews, Google Business Profile, and third-party systems we do not control.

• You supply brand assets, copy you have the right to use, and access to domain / hosting / GBP.
• Quoted page count and revision rounds are the scope. Extra pages and extra rounds are requoted.
• Until the job is paid, we may keep staging offline.
• On full payment, you own the site content we produced for you. We keep the right to show the work in a portfolio unless you ask us not to in writing.
• Monthly SEO retainers renew month-to-month until cancelled with 14 days notice.

Advisory and production in these lines is separate from IT support. Different knowledge. Different pricing. Kept off the residential table on purpose.

• Not investment, legal, tax, or accounting advice. Not an offer to buy or sell any asset.
• Cryptocurrency sessions are educational and operational (wallet hygiene, device setup, threat models). You make your own financial decisions.
• AI and automation work is delivered as specified in the quote. We do not warrant a particular revenue result.
• You keep your data. We do not train public models on your confidential materials.
• EL (Elevated Levolution) is coming soon. These pages do not sell or license it yet.

We treat your passwords, network diagrams, and business information as confidential and use them only to do the job. We may keep a work log (what was done, when, on which device) for support, billing, and dispute records. We do not sell customer lists.

Towns, schools, libraries, courts, and firms may need a PO or a procurement packet. Send it. This agreement still applies underneath unless your packet expressly replaces a clause. We are an independent contractor, not a public employee, not your in-house IT department, and not an MSP under a monthly retainer unless a separate writing says so. Certificates of insurance are provided when a written engagement requires them.

Commercial work described at seraphtek.com/commercial is scoped field IT. It always gets a written total range before work starts. Do not pay the residential on-site hour, remote session, flat-rate menu, or prepaid-block checkouts for a commercial job unless the written range for that job says those published SKUs apply. After a range is agreed, commercial payment uses the quoted-amount checkout (minimum $25) unless that writing says otherwise.

• The person who books or pays represents they have authority to bind the firm, town, or property. We can ask for an owner, manager, or town administrator on the call, a PO, or other proof.
• POS, payment-terminal, and payment-network work is install, isolation, and cutover. We are not the merchant of record and we do not perform PCI DSS QSA assessments.
• Jobs that involve payment-card, medical, student, or other regulated data need a written addendum before we start. Do not send that data in the public request form.
• After-hours and weekend work, including floor cutovers before open, is quoted first. Published hours are Eastern Time, Monday–Friday, 9:00–17:00, unless we agree otherwise.
• Holding a calendar slot is not a promise the job is in scope or that a published residential rate covers it. Book the calendar after the range is agreed unless we say otherwise.
• Audits, punch lists, and written summaries are work product for that job. Labor on a completed repair is covered for 14 days against the same cause, parts excluded. Audits, tune-ups, and training are not warranted beyond the session.

You agree the remedies in this agreement (re-performance of labor, refund rules above) are the exclusive remedies for ordinary claims.

To the maximum extent permitted by law, Seraphtek is not liable for lost data, lost profits, downtime, third-party assessments, or consequential damages. Total liability for a job is capped at the fees paid for that job. The cap does not apply where the law forbids it (including certain personal-injury and fraud claims).

Governed by the laws of the State of New Hampshire, except that mandatory consumer protections in your home state are not waived. Email ops@seraphtek.com and allow 30 days to resolve a dispute before filing.

A signed quote, PO, or statement of work issued by Seraphtek controls if it conflicts with this page, except that this agreement’s payment, cancellation, remote-access authorization, authority, and liability clauses still apply unless that writing expressly replaces them.

These terms may be updated. Work already booked keeps the version in effect on the booking date. See also the Terms of Service and Privacy Policy.