NUMEXS / LEGAL / 10
Remote Support Policy
Authorization, session boundaries, preparation, and billing for remote technical assistance.
Scope of remote assistance
NUMEXS Corp offers Remote Technical Support at a published rate of $150 per hour. Remote support can include diagnosis of an identified technical issue or an approved configuration task within the environment the client authorizes. The request should identify the affected system, the symptoms, and the person authorized to approve access and work.
An hourly support request does not guarantee that a vendor outage, unsupported product, damaged data, or an issue requiring an on-site specialist can be resolved remotely. NUMEXS should explain when further work, a vendor ticket, or a separate project is needed. Ongoing IT Support is a distinct $900 per month service with coverage defined in its own agreement.
Authorization and identity
Remote access should begin only with approval from the relevant business or account owner. The client should verify the identity of the support contact and the requested connection method through a channel it trusts. NUMEXS should not request a permanent administrator account when a temporary or limited role is sufficient for the task.
The client remains responsible for its account administration, internal access policy, and decision to grant permission. If several vendors or employees are working in the same environment, the client should identify the responsible point of contact to avoid conflicting changes.
Before the session
The client should describe the issue, preserve relevant error information, and disclose recent changes that might matter. For a system containing important records, an appropriate backup or recovery path should be available before material changes are made unless backup work has been expressly included.
The parties should agree on the session tool, affected accounts, acceptable work window, and any spending cap. Third-party subscriptions and platform permissions must be active. Sensitive screens or records unrelated to the task should be closed or protected where practical.
During a session
NUMEXS should focus on the reported problem or approved task. Work may involve viewing configuration, testing a workflow, adjusting settings, or documenting a vendor issue. If the investigation reveals a material new risk or a task outside the approved scope, the client should be consulted before proceeding with additional chargeable work.
A client contact should be available to authorize a significant change and validate a result. Remote access can expose information visible on screen or within the permitted account. The parties should follow any specific confidentiality or data-processing terms that apply to the environment.
Time, charges, and third-party work
The listed rate is $150 per hour. The accepted support arrangement should state how time is tracked and billed, whether there is a minimum increment, who approves time beyond an estimate, and when an invoice is due. This page does not invent a minimum charge or automatic subscription for a one-time session.
Vendor support, replacement licenses, cloud consumption, and other third-party costs are separate unless expressly included. Diagnostic time can be useful even where the ultimate fix depends on a vendor or requires a later scoped project. The work record should describe what was checked and the next step.
Closing access and handoff
At the end of a one-time session, the client should close the remote connection, remove temporary permissions or tokens it no longer needs, and rotate credentials if appropriate under its policy. NUMEXS should provide a practical summary of findings, changes, unresolved points, and any recommended client action consistent with the agreed service.
Persistent access is not assumed for a one-time support session. If a monthly support plan requires ongoing account access, the written plan should identify that need, the approved permissions, and the procedure for revocation when the plan ends.
Scheduling and response expectations
A request may be accepted, scheduled, rescheduled, or declined based on availability, required access, and the nature of the issue. The public website does not promise 24-hour coverage, continuous monitoring, an emergency response time, or a particular service-level target. Any such commitment must appear in an accepted support agreement.
If a client cannot safely wait for an available remote appointment, it should use its own incident response process and the relevant platform vendor's emergency channel. NUMEXS cannot replace a client's internal continuity and escalation procedures merely by offering hourly assistance.
Records, questions, and changes
Support records may include issue descriptions, approvals, work time, configuration notes, and correspondence. The Privacy Policy and any client agreement address the handling and retention of relevant information. The client should keep its own record of production changes and account permissions.
This policy may change as the support offering develops. For a current engagement, review its accepted written terms together with this page. Questions about scope, authorization, or billing can be directed to the contact details below without sending passwords in the initial enquiry.