# Montana Solutions — Service Agreement --- ## Before You Sign This agreement explains how Montana Solutions works with you, what we're responsible for, and what we ask of you in return. We've written it in plain English on purpose. Please read it before signing — it protects both of us. --- ## 1. Parties This Service Agreement ("Agreement") is entered into as of the date signed below, between: **Montana Solutions** Tech support services · Great Falls, Montana Phone: (406) 213-9498 Email: help@montana.solutions — and — **Client** Name: _______________________________________________ Business name (if applicable): _______________________ Address: ____________________________________________ City, State, ZIP: ____________________________________ Phone: ______________________________________________ Email: ______________________________________________ Together referred to as "the parties." --- ## 2. Scope of Services Montana Solutions will provide tech support services as described below and in any accompanying work order or service plan confirmation. ### 2.1 Remote Support We connect to your device over a secure, encrypted remote session to diagnose and resolve issues. You must be present during the session and grant access. Remote sessions are conducted via software that you authorize and can terminate at any time. ### 2.2 On-Site Visits We travel to your location to provide hands-on support. On-site services are available in Great Falls, Cascade County, and surrounding areas. Travel fees, if applicable, will be disclosed before scheduling. ### 2.3 One-Time Services A one-time engagement covers the specific issue or task described at the time of scheduling. Work beyond that scope may require a separate agreement or additional fees, which we'll discuss with you first. ### 2.4 Recurring Monthly Plans Monthly plans provide ongoing support as described in your plan confirmation. Services renew automatically each month until cancelled per Section 5. The specific services included depend on the plan selected (Residential or Small Business), as outlined in the current plan description at montana.solutions/pricing. ### 2.5 What's Not Included Unless explicitly agreed in writing, this Agreement does not cover: - Hardware repair or physical component replacement - Software licensing fees or third-party subscription costs - Data recovery from physically damaged storage media - Services outside the agreed scope We'll always tell you before the work begins if something falls outside our scope. --- ## 3. Fees and Payment ### 3.1 One-Time Services Payment is due upon completion of the session or visit. We accept [payment methods — e.g., credit/debit card, Venmo, check, cash]. An invoice or receipt will be provided for every transaction. ### 3.2 Monthly Plans Monthly plan fees are billed on the same date each month, beginning on the date the plan is activated. The first payment is due at signup. You authorize Montana Solutions to charge the payment method on file each billing cycle. ### 3.3 Price Changes We'll give you at least 30 days' written notice before changing monthly plan rates. Continued use of services after the effective date of a price change constitutes acceptance. ### 3.4 Late Payments Invoices not paid within **14 days** of the due date are subject to a late fee of **$10 or 5% of the outstanding balance, whichever is greater**. Montana Solutions reserves the right to pause service on accounts with outstanding balances until payment is received. ### 3.5 Disputed Charges If you believe a charge is incorrect, contact us within 14 days of the invoice date and we'll work it out. We'd rather resolve a billing question than lose a client over it. --- ## 4. Client Responsibilities We do our best work when we have what we need. By entering into this Agreement, you agree to: - **Provide access.** For remote sessions, this means granting screen-sharing or remote access when prompted. For on-site visits, this means ensuring someone is present who can authorize work and provide access to the devices and spaces involved. - **Give us accurate information.** Let us know upfront about known issues, recent changes to your system, and anything relevant to the problem. Surprises slow us down and can affect the outcome. - **Maintain a safe environment.** For on-site visits, your location should be safe and accessible for our technicians. We reserve the right to reschedule or decline a visit if conditions are unsafe. - **Back up your data.** Before any support session — especially one involving software changes, repairs, or malware removal — we strongly recommend backing up your important files. See Section 5 for more on our liability regarding data. - **Keep login credentials handy.** We frequently need passwords for devices, accounts, or Wi-Fi networks during a session. Have them ready. - **Honor the scope.** If you'd like us to take on additional tasks during a session, just ask. We may need to adjust the timeline or fees, and we'll be upfront about that. --- ## 5. Limitation of Liability We take our work seriously, but technology is unpredictable. This section explains where our responsibility ends. ### 5.1 Data Loss Montana Solutions is not liable for any loss, corruption, or inaccessibility of data that occurs during or after a support session, including but not limited to data lost during software installation, system updates, malware removal, or hardware troubleshooting. **We strongly encourage all clients to maintain current backups before any service engagement.** ### 5.2 Pre-Existing Conditions We are not responsible for issues, failures, or damage attributable to conditions that existed before our involvement — including aging hardware, prior software misconfiguration, existing malware, or undisclosed system damage. ### 5.3 Hardware Failure Montana Solutions is not liable for hardware failure that occurs during a service session and is unrelated to our direct actions. Devices that are aging, overheating, or in poor condition may fail during or after a session for reasons outside our control. ### 5.4 Consequential Damages In no event shall Montana Solutions be liable for indirect, incidental, or consequential damages — including lost business, lost revenue, or loss of use — arising from services provided or not provided under this Agreement. ### 5.5 Maximum Liability Our total liability to you for any claim arising under this Agreement shall not exceed the amount you paid to Montana Solutions in the **30 days preceding the incident giving rise to the claim.** ### 5.6 No Guarantees We do our best to resolve every issue we take on, but we cannot guarantee specific outcomes. Technology doesn't always cooperate, and some problems have no clean solution. If we can't fix something, we'll tell you honestly. --- ## 6. Data Privacy Your privacy matters to us. - **We only access what we need.** During a remote or on-site session, we will only access the files, folders, settings, or accounts necessary to perform the requested work. - **We don't keep your data.** We do not retain copies of your personal files, documents, photos, passwords, or any other personal data after a session ends. - **We don't share your information.** We will not sell, rent, or disclose your personal or business information to third parties, except as required by law or with your explicit consent. - **Session notes are for our records only.** We may keep brief internal notes (e.g., "replaced network driver, updated Windows") to help with future sessions. These are not shared externally. - **Remote access software.** Any remote access tool used during a session is installed at your direction and with your consent. You can uninstall it at any time. If you have questions about what data we hold or how we handle it, just ask. --- ## 7. Cancellation Policy ### 7.1 One-Time Appointments - **Cancelled with more than 24 hours' notice:** No charge. - **Cancelled with less than 24 hours' notice:** A cancellation fee of $35 may apply to cover scheduling costs. - **No-shows** (technician arrives and cannot access the location or reach the client): The full appointment fee applies. To cancel or reschedule, contact us by phone or email at least 24 hours in advance. ### 7.2 Monthly Plans You may cancel a monthly plan at any time with **no cancellation fee**. Cancellations take effect at the end of the current billing cycle — you'll retain access to plan services through the date you've already paid for. We do not issue partial-month refunds. To cancel, contact us at help@montana.solutions or (406) 213-9498. We'll confirm your cancellation in writing within 1 business day. ### 7.3 Cancellation by Montana Solutions We reserve the right to cancel or decline services at our discretion, including in cases of non-payment, abusive or unsafe conditions, or requests to perform work outside our expertise. If we cancel a monthly plan, we will provide at least 14 days' notice and refund any prepaid fees for services not yet rendered. --- ## 8. Governing Law and Disputes This Agreement is governed by the laws of the **State of Montana**, without regard to conflict-of-law principles. If a dispute arises, both parties agree to first attempt to resolve it informally by contacting each other directly. If that doesn't work, disputes will be resolved through **binding arbitration in Cascade County, Montana**, in accordance with the rules of the American Arbitration Association — unless both parties agree in writing to another method. Nothing in this section prevents either party from seeking emergency injunctive relief from a court of competent jurisdiction. --- ## 9. General Terms - **Entire Agreement.** This document, along with any work order or plan confirmation provided at the time of service, constitutes the full agreement between the parties and supersedes any prior discussions or representations. - **Amendments.** Changes to this Agreement must be made in writing and signed by both parties. - **Severability.** If any provision of this Agreement is found to be unenforceable, the remaining provisions stay in effect. - **No waiver.** If we don't enforce a provision at a given time, that doesn't mean we've waived the right to enforce it later. - **Assignment.** You may not transfer your rights under this Agreement to another party without our written consent. --- ## 10. Signatures By signing below, both parties confirm they have read, understood, and agreed to the terms of this Service Agreement.   **Montana Solutions** Signature: _________________________________________ Printed Name: ______________________________________ Title: _____________________________________________ Date: _____________________________________________   **Client** Signature: _________________________________________ Printed Name: ______________________________________ Date: _____________________________________________   --- *Montana Solutions · Great Falls, MT · help@montana.solutions · (406) 213-9498* *This template is provided for informational purposes. Montana Solutions recommends having a licensed Montana attorney review any service agreement before use in a commercial context.*