Service Terms

Your $200 per-location monthly subscription, plus applicable tax, includes unlimited remote support for covered day-to-day technical issues. This means we're here to help when things break, malfunction, or just aren't working the way they should.

Specifically, your plan includes:

• Troubleshooting POS systems, payment terminals, and other business software
• Resolving network connectivity issues, WiFi problems, and internet outages
• Fixing printer, scanner, and other peripheral device issues
• Diagnosing computer and tablet problems remotely
• Guiding your team through software questions and technical processes
• Preventive check-ins to catch potential issues early
• Priority handling of critical issues during available support hours

We handle these issues remotely by phone, text, or screen sharing. Our goal is to get you back up and running as quickly as possible without the cost and delay of an onsite visit.

Some types of work fall outside the scope of monthly remote support. These are typically projects, installations, or situations that require extended hands-on time or significant system changes.

Work that's scoped and quoted separately includes:

• Onsite visits for hardware installations, replacements, or repairs
• Setting up new locations or building out IT infrastructure from scratch
• Major network overhauls, cabling projects, or equipment upgrades
• Migrating to new software systems or implementing new technology
• Extended consulting or planning work for business technology decisions
• Equipment procurement and configuration services
• Equipment costs and third-party software or service subscriptions

If something you need falls into this category, we'll let you know upfront and provide a clear quote before we begin. You decide if you'd like to move forward.

Sometimes a support request starts as a simple issue but turns into something bigger. For example, what seems like a network problem might reveal that your router needs replacing, or a POS glitch might indicate you need a software migration.

When we run into these situations, here's how we handle it:

• We'll diagnose the issue remotely as part of your monthly support
• If the fix requires work outside your plan, we'll explain what's needed and why
• We'll give you options and a quote for the additional work
• You decide how you'd like to proceed, no pressure

Our approach is straightforward: we'll always try to solve things within your monthly plan first. When that's not possible, we're transparent about what needs to happen next.

Our standard support hours are Monday–Friday, 8am–8pm Arizona time (MST). We prioritize critical issues that impact your ability to operate. After-hours help is subject to availability; response and resolution times are not guaranteed.

Non-emergency requests received outside these hours are handled during business hours. Troubleshooting may require an authorized person at your location, working connectivity, or access controlled by your vendor.

Remote support is available nationwide. We can help you no matter where you're located. Onsite visits are available in the Phoenix, Arizona metro area and surrounding regions. If you need hands-on support outside our service area, we'll do our best to connect you with a trusted local provider.

You can cancel your monthly plan anytime with 30 days notice. No penalties, no questions asked. If you need to pause service temporarily or adjust your plan, just let us know and we'll work it out.

If you're not sure whether something is covered or how a particular situation would be handled, just ask. We'd rather clarify upfront than surprise you later.

Call or text us at (602) 905-4625, or email hello@tradewindsupport.com.