TONY TECH SOLUTIONS

REMOTE SUPPORT AGREEMENT

Tony Tech Solutions Last Updated: February 10, 2026

1. SERVICE OVERVIEW (HELPWIRE)

Tony Tech Solutions utilizes HelpWire, a secure remote desktop software, to diagnose and repair software issues without the need for an in-person visit. By initiating a remote session with us, you agree to the terms outlined in this document.

2. AUTHORIZATION TO ACCESS

You explicitly authorize Tony Tech Solutions technicians to:

• View your screen and control your mouse and keyboard remotely.
• Install necessary diagnostic tools or drivers required to fix the reported issue.
• Access system files and settings relevant to the repair.
• Note: Access is not automatic. You must manually approve the connection request through the HelpWire client to begin the session.

3. MANDATORY CUSTOMER PRESENCE

For your security and transparency, you must remain physically present at your computer workstation for the entire duration of the remote session. If you step away from the computer, the technician reserves the right to disconnect the session immediately. We will not perform unattended access repairs on personal devices.

4. USER CONTROL & TERMINATION

You retain full control over your device at all times:

• Override Control: You can take control of the mouse and keyboard at any moment by simply moving your mouse.
• Right to Terminate: You may end the remote session immediately at any time by closing the Help Wire window or clicking the "Disconnect" button.

5. SCOPE OF LIABILITY

While remote support is safe and convenient, it is not without risk. By accepting this service, you agree that:

• Data Loss: Tony Tech Solutions is not liable for any data loss that may occur during the remote session. It is your responsibility to ensure critical data is backed up prior to the session.
• Connection Interruptions: We are not responsible for issues caused by a failure in your internet connection that interrupts the repair process.
• Unresolved Issues: Some hardware or deep-level software issues cannot be fixed remotely. If a remote fix is not possible, we may recommend an in-shop repair.