Remote Support Policy

1 Scope of Remote Support Services

Remote support services may include, but are not limited to:

• Troubleshooting hardware or software issues
• System configuration and maintenance
• Network diagnostics
• Security-related assistance
• Application support
• User assistance and training

Remote support is provided using secure, industry-standard remote access tools selected by ATG.

2 Client Authorization and Consent

By requesting remote support, the client:

• Explicitly authorizes ATG to remotely access the designated system(s)
• Confirms they have authority to grant access to the system(s)
• Consents to ATG viewing, interacting with, and modifying system settings, files, and configurations as reasonably necessary to perform requested support

Remote access is initiated only at the client's request or with the client's prior approval.

3 Client Responsibilities

The client agrees to:

• Ensure critical data is properly backed up prior to remote support sessions
• Notify ATG of any known system issues, security concerns, or special requirements
• Maintain valid software licenses and legal usage of all installed applications
• Provide accurate information regarding system environment and configurations

4 Data Privacy and Confidentiality

ATG respects client confidentiality and takes reasonable measures to protect client data encountered during remote support sessions.

• Access to client systems is limited to authorized ATG personnel
• Remote sessions are used solely for the purpose of delivering requested services
• ATG does not intentionally access personal or confidential information unrelated to the support request

Data handling is further governed by ATG's Privacy Policy.

5 Limitations of Liability and Hold Harmless

To the fullest extent permitted by law, the client agrees to hold harmless and indemnify AllNet Technology Group, LLC, its owners, employees, contractors, and agents from and against any claims, damages, losses, liabilities, costs, or expenses arising from or related to:

• The client's request for remote support services
• Actions taken in good faith by ATG while performing authorized remote support
• System downtime, data loss, configuration changes, or service interruptions resulting from remote support activities
• Pre-existing conditions, misconfigurations, malware, hardware failures, or third-party software issues

6 No Warranty

Remote support services are provided on an "as-is" and "as-available" basis. ATG disclaims all warranties, express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

7 Session Termination

ATG reserves the right to terminate a remote support session at any time if:

• The issue falls outside the scope of services
• Continued support poses a security or compliance risk
• The client engages in abusive or inappropriate conduct
• Technical limitations prevent safe or effective support

Clients may terminate a remote session at any time.

8 Recording and Monitoring

Remote support sessions are not recorded unless explicitly disclosed and approved by the client in advance.

9 Policy Acceptance

Use of ATG remote support services constitutes acceptance of this Remote Support Policy. This policy may be updated at any time without prior notice. The effective date will reflect the most recent revision.

10 Contact Information

For questions regarding this Remote Support Policy, please contact: