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Master Service Agreement
Home IT Helper, LLC — Residential IT Support
Master Service Agreement (“MSA”)
Last Updated: May 25, 2026
This Master Service Agreement (“Agreement” or “MSA”) is between Home IT Helper, LLC, a Virginia limited liability company (“Home IT Helper,” “Provider,” “we,” “us”), and the individual accepting this Agreement (“Client,” “you”).
Effective Date: The earliest of (a) the date you sign this Agreement, (b) the date you click “I Agree” (or similar) online, (c) the date you submit/accept a Service Order, or (d) the date you first request or receive Services after being presented this Agreement.
Acceptance: By signing, clicking acceptance, submitting a Service Order, purchasing a subscription or Prepaid Support Time, or using Services, you agree to this Agreement.
Table of Contents
- Definitions
- Services; Residential Scope; No Home-Security Duty; Theft/Pre-Installed Systems
- Service Orders; Order of Precedence; Changes
- 24/7 Support Access; 30-Minute Response Guarantee; Credit
- Remote Access; Attended Sessions; On-Site Services; Appointments
- Client Responsibilities
- Exclusions; Acceptable Use; Safety; No In-Wall/Panels Work
- Fees; Subscription Requirement; Prepaid Support Time Rules; Payments; Nonpayment
- Data, Backups, Security; Expanded Data-Loss Disclaimer
- Recording, Logging, and Retention; Privacy; Confidentiality
- Intellectual Property; Third-Party Products
- Term; Suspension; Termination; Removal of Tools; Transition Assistance
- Warranty Disclaimer
- Limitation of Liability
- Indemnification
- Dispute Resolution; Optional Arbitration; Governing Law
- Notices
- Miscellaneous
1. Definitions
1.1 “Services” means residential IT support and related services Home IT Helper agrees to provide under this MSA and any Service Order, including remote support and (if separately purchased) on-site support.
1.2 “Service Order” means any ordering document or record (including online checkout, portal selection, proposal, ticket, invoice, written scope, or confirmation) that specifies subscription status, pricing, Prepaid Support Time purchases, scope, devices, scheduling, on-site charges, or special terms.
1.3 “Prepaid Support Time” means the paid bank of support minutes/hours on your account used to pay for technician labor.
1.4 “Supported Channels” means (a) phone, (b) email, and (c) chat through Home IT Helper tools installed on your device(s), as made available to you.
1.5 “Response” means our first attempt to acknowledge and contact you regarding a request through a Supported Channel (for example: returning your call, replying by email, or sending a chat message). A Response is not a guarantee of resolution.
1.6 “Remote Access Tools” means Home IT Helper’s remote support tooling, including Syncro, Splashtop, and Splashtop SOS (and any replacement tools we may adopt).
1.7 “Third-Party Products” means hardware, software, cloud services, ISPs, subscriptions, and accounts not owned and controlled by Home IT Helper.
2. Services; Residential Scope; No Home-Security Duty; Theft/Pre-Installed Systems
2.1 Residential use only. Services are intended for personal, non-commercial residential use. Business/commercial use is excluded unless explicitly stated in a Service Order.
2.2 Best-effort only; no guaranteed outcomes. We will use commercially reasonable efforts to assist you, but we do not guarantee that any issue can be resolved, that any particular result will be achieved, or that any system will be error-free, uninterrupted, or completely secure.
2.3 Not home security specialists; no security management unless special contract. Home IT Helper is not a home security company, alarm company, monitoring provider, locksmith, guard service, or life-safety professional. We do not design, install, monitor, certify, or manage home security systems (including alarms, monitoring, cameras, surveillance recording systems, sensors, access control, smart locks, or similar).
2.4 No duty for pre-installed systems; no liability for their failure. You agree Home IT Helper has no duty to ensure the performance, availability, configuration, or effectiveness of any pre-installed or third-party security system or service, and Home IT Helper is not responsible for losses arising from the failure, outage, misconfiguration, tampering, or non-performance of any such system or service.
2.5 Theft/burglary and criminal acts. You acknowledge that preventing theft, burglary, trespass, or other criminal acts is outside the scope of Services unless a Home Security Addendum is signed. To the maximum extent permitted by law, you release Home IT Helper from claims arising from theft, burglary, or other criminal acts by third parties (including related property loss), except to the extent a claim is caused by Home IT Helper’s gross negligence or willful misconduct.
2.6 Not emergency services. Home IT Helper is not an emergency service provider. If you have an emergency, call 911 or your local emergency number.
3. Service Orders; Order of Precedence; Changes
3.1 Service Orders control specifics. This MSA governs all Services. Each Service Order is incorporated into and governed by this MSA.
3.2 Order of precedence. If there is a conflict:
(1) a signed Service Order that expressly overrides a specific section of this MSA, then
(2) this MSA, then
(3) the Billing & Payments Policy and Auto-Renewal Terms posted on our website and referenced at checkout, then
(4) other posted plan descriptions or FAQs (which are summaries and do not create binding obligations).
3.3 Scope changes. Changes in scope, devices, urgency, or on-site needs may require an updated Service Order and/or additional Prepaid Support Time purchase before work begins.
4. 24/7 Support Access; 30-Minute Response Guarantee; Credit
4.1 | 24/7 access. You may contact Home IT Helper 24/7 via Supported Channels.
4.2 | 30-minute Response guarantee. If you have (a) an active subscription with Home IT Helper and (b) at least the minimum required Prepaid Support Time balance under Section 8.3 at the time of the request, Home IT Helper guarantees a Response within 30 minutes of receipt of your request through a Supported Channel.
4.3 When a request is “received.”
(a) Phone: received when we answer, or when you leave a voicemail that includes your name and a call-back number.
(b) Email: received when delivered to our published support address and not returned as undeliverable.
(c) Chat: received when sent through our installed chat tool and visible in our system.
4.4 Credit if not met; sole remedy. If we fail to meet the 30-minute Response guarantee, we will credit your account with 30 minutes of Prepaid Support Time. This credit is your sole and exclusive remedy for a missed response guarantee. The credit has no cash value and is not redeemable for money.
4.5 Exceptions. The Response guarantee does not apply if: (a) your subscription is inactive, (b) your Prepaid Support Time balance is below the minimum, (c) you contact us through non-supported channels, (d) your contact information is missing or invalid, (e) you are unreachable after our initial Response attempt, or (f) delays are caused by events outside our reasonable control (for example: widespread carrier outages, major platform outages, natural disasters).
4.6 No guarantee of resolution time. The Response guarantee does not guarantee issue resolution time, completion time, or availability of on-site appointments.
5. Remote Access; Attended Sessions; On-Site Services; Appointments
5.1 Remote access tools. You authorize Home IT Helper to use Remote Access Tools (Syncro, Splashtop, Splashtop SOS) to provide Services.
5.2 Attended remote control sessions; no password expectation. You are not expected to provide your passwords to our technicians. Interactive remote-control work will be performed as an attended session, meaning you (or another authorized adult) is present to observe, approve prompts (including MFA), and enter credentials when required.
5.3 Device telemetry and chat. If you install our tools, they may enable support features such as ticketing, chat, and device health information needed to provide Services. Our Privacy Policy describes data handling and retention. Installing our tools does not change the attended-session requirement for interactive remote control in Section 5.2.
5.4 Cooperation for efficient resolution. You and Home IT Helper agree to cooperate in good faith to resolve Service Orders as quickly and correctly as reasonably possible, including timely responses to questions and approval prompts.
5.5 On-site services require adult presence at all times. If on-site Services are provided, an adult (18+) must be present at all times during on-site work.
5.6 Missed appointment policy. If you are more than 10 minutes late to a scheduled appointment (remote or on-site), you forfeit the appointment slot and will be charged 15 minutes of Prepaid Support Time. Home IT Helper will attempt contact by calling at/around the appointment start time and will email if you do not respond.
5.7 Safety and access. You will provide safe, reasonable access to the work area. We may refuse or stop work if conditions are unsafe, unsanitary, or hostile.
6. Client Responsibilities
You agree to:
6.1 Provide accurate information about symptoms, recent changes, installs, ISP/network changes, device ownership restrictions, and suspected compromise.
6.2 Maintain tested backups as described in Section 9.
6.3 Have authority to authorize work. You represent that you own or are authorized to access the devices, networks, and accounts involved, and that requested work does not violate law or third-party terms.
6.4 Keep systems available. You will keep devices powered, connected, and available, and you will approve prompts required to perform Services.
7. Exclusions; Acceptable Use; Safety; No In-Wall/Panels Work
7.1 Excluded unless explicitly stated in a Service Order.
(a) Business/commercial IT support;
(b) custom software development;
(c) component-level electronics repair;
(d) cleanroom/lab data recovery;
(e) illegal activity or unauthorized access;
(f) managed security monitoring/incident response as a security provider;
(g) home security system management unless a Home Security Addendum is signed;
(h) electrical work or wiring inside walls, ceilings, crawlspaces, panels, or other concealed/in-wall locations;
(i) work requiring permits or licensed trades.
7.2 Acceptable use. You will not request Services for unlawful activity, harassment, infringement, credential theft, malware creation/distribution, evasion of safeguards, or unauthorized access. We may refuse, suspend, or terminate Services for suspected prohibited use.
8. Fees; Membership Requirement; Prepaid Support Time Rules; Payments; Nonpayment
8.1 Active membership required. You must maintain an active Home IT Helper membership to receive Services and to keep Provider-installed support tooling active.
8.2 All technician labor is hourly and deducted from Prepaid Support Time. Unless explicitly stated otherwise in a Service Order, all technician labor is billed against your Prepaid Support Time balance.
8.3 Minimum balance required. Home IT Helper will not schedule, start, or continue technician Services unless you have at least 15 minutes of available Prepaid Support Time. If your balance falls below 15 minutes, Services may be paused until you purchase additional Prepaid Support Time.
8.4 Billing increment and Minimum labor time. Technician time is billed in 15-minute increments, rounded up to the next increment. Appointments (tickets) have a minimum-time requirement of 15-minutes, even if the appointment required less than 15 minutes of technician time.
8.5 On-site charges are additional. On-site services, travel charges, and location-based charges are not included with the regular subscription and will be quoted and defined in the applicable Service Order.
8.6 Payment handling; no card info by phone/email/chat. Home IT Helper will never ask you to provide payment card information by phone, email, or chat. Payments are completed through our website checkout and/or through a custom secure payment link we provide. You are responsible for keeping your payment method current.
8.7 No late fees or interest. We do not charge late fees or interest.
8.8 Nonpayment; suspension. If payment fails or amounts remain unpaid, we may suspend Services and disable Provider-installed support tooling until the account is brought current.
8.9 Prepaid Support Time characteristics; cap; perpetual availability. Prepaid Support Time is non-transferable, has no cash value, and is not refundable except as required by law. Unused Prepaid Support Time does not expire. Prepaid Support Time may be used regardless of subscription status, but Home IT Helper will not perform technician work unless (a) you have an active subscription and (b) you meet the minimum balance requirement in Section 8.3. You may maintain a maximum Prepaid Support Time balance of ten (10) hours at any time; if a purchase would cause your balance to exceed the cap, we may (at our option) reduce the purchase quantity, delay delivery of the excess time, or issue a refund for the excess portion.
9. Data, Backups, Security; Expanded Data-Loss Disclaimer
9.1 Risk acknowledgement. You understand IT work can result in downtime, loss of access, data corruption, configuration changes, degraded performance, incompatibilities, or unintended consequences.
9.2 Backups are always your responsibility. You are solely responsible for maintaining current, tested backups of all important data and accounts, including but not limited to: device storage, external drives, NAS devices, phones/tablets, email, cloud storage, photos, financial records, and application data.
9.3 No duty to verify backups. Home IT Helper is not responsible for verifying that backups exist, are complete, are current, are encrypted, are restorable, or meet your needs.
9.4 No liability for data loss or loss of access. To the maximum extent permitted by law, Home IT Helper is not liable for loss, corruption, deletion, ransomware encryption, unauthorized disclosure, loss of access, account lockout, or inability to recover data, regardless of cause (including hardware failure, software bugs, user error, third-party outages, credential compromise, or malware).
9.5 Third-party limits. Third-party vendors (including cloud providers and ISPs) may impose retention limits, recovery limits, or verification requirements. You acknowledge we cannot control vendor policies, outages, authentication processes, or recovery outcomes.
9.6 Proceeding without backups. If you choose to proceed with changes, troubleshooting, cleanup, reinstallations, resets, migrations, or similar work without having tested backups, you assume the increased risk of data loss and downtime.
10. Recording, Logging, and Retention; Privacy; Confidentiality
10.1 Call recording and retention consent. All calls with Home IT Helper are recorded. Calls begin with a notification that the call is being recorded. You consent to call recording and to Home IT Helper retaining records of communications and support activity, including email contents, chat transcripts, ticket histories, and support session metadata, for quality, training, security, fraud prevention, and documentation purposes.
10.2 Privacy Policy. Our Privacy Policy describes how we collect, use, share, and retain personal information. The Privacy Policy is incorporated by reference.
10.3 Confidentiality. Each party will use the other’s confidential information only as needed to provide/receive Services and will protect it using reasonable care. We may disclose information if required by law.
11. Intellectual Property; Third-Party Products
11.1 Provider materials. Home IT Helper retains all rights to its tools, processes, templates, scripts, and documentation used to deliver Services (excluding your data).
11.2 Third-party products. Third-Party Products are provided and governed by their respective vendors’ terms. We are not responsible for Third-Party Products’ outages, changes, security failures, or support policies.
12. Term; Suspension; Termination; Removal of Tools; Transition Assistance
12.1 Term. This MSA begins on the Effective Date and continues until terminated.
12.2 Suspension. We may suspend Services as described in Section 8.8 and may also suspend Services for prohibited use or credible security risk.
12.3 Termination by you. You may cancel your subscription through your customer portal on homeithelper.com. Cancellation is effective at the end of the then-current billing period unless your plan terms state otherwise (including annual plans paid quarterly, which continue billing through the end of the annual term).
12.4 Termination by us. We may terminate this MSA or suspend/terminate Services upon notice if you materially breach this MSA (including nonpayment, prohibited use, abuse/harassment, or refusal to cooperate).
12.5 Removal/disablement of tools upon termination. Upon suspension or termination, you will not retain Home IT Helper’s RMM/remote tooling on devices. We may uninstall or disable Provider-installed support tooling (including remote access tooling and any Provider-provided antivirus, if applicable) where feasible.
12.6 Optional transition assistance (hourly). If you used a password manager account and/or backup service arranged through Home IT Helper, you may elect to pay our standard hourly rate (deducted from Prepaid Support Time) for assistance migrating to your own direct/personal account(s). You are responsible for purchasing and maintaining your own subscriptions.
13. Warranty Disclaimer
To the maximum extent permitted by law, Services are provided “as is” and “as available.” Home IT Helper disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, title, and non-infringement. We do not warrant that Services will be uninterrupted, error-free, or completely secure.
14. Limitation of Liability
14.1 No consequential damages. To the maximum extent permitted by law, Home IT Helper is not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost data, business interruption, loss of goodwill, or cost of substitute services, even if advised of the possibility.
14.2 Liability cap. To the maximum extent permitted by law, Home IT Helper’s total liability arising out of or related to this MSA or any Service Order will not exceed the amount actually paid by you to Home IT Helper for Services in the three (3) months before the event giving rise to the claim (or $100, whichever is greater).
14.3 Non-waivable rights. Nothing in this Agreement limits liability where such limitation is prohibited by applicable law.
15. Indemnification
You will indemnify and hold harmless Home IT Helper, its owners, employees, and contractors from third-party claims arising from your misuse of Services, your breach of this Agreement, your violation of law, or your unauthorized access to systems/accounts.
16. Dispute Resolution; Optional Arbitration; Governing Law
16.1 Informal resolution first. Before filing a claim (except small claims), each party will provide written notice describing the dispute and desired relief and allow a reasonable opportunity to resolve it.
16.2 Optional arbitration election. Either party may elect to resolve a dispute by binding arbitration administered by the American Arbitration Association under applicable rules. If arbitration is elected, it will be conducted in Virginia unless the parties agree otherwise. Small claims matters may be brought in small claims court.
16.3 Individual basis if arbitrated. If arbitration is elected, the arbitration will proceed only on an individual basis. The arbitrator will not consolidate claims or preside over any form of representative or class proceeding.
16.4 Governing law. This MSA is governed by the laws of the Commonwealth of Virginia, without regard to conflict-of-law rules. The Federal Arbitration Act governs Section 16.2 to the extent applicable.
17. Notices
17.1 How notices must be sent. Notices must be in writing.
17.2 Notice to Home IT Helper. Notices to Home IT Helper must be sent to legal@homeithelper.com.
17.3 Notice to you. Notices to you will be sent to the email address associated with your account or Service Order.
17.4 Mailing address. If a mailing address is required for a particular notice, notices may be sent to:
Home IT Helper, LLC
9501 Burke Rd
BOX 10421
Burke, VA 22015
18. Miscellaneous
18.1 Independent contractor. Home IT Helper is an independent contractor and not your employee, agent, partner, or joint venturer.
18.2 Assignment. You may not assign this Agreement without our prior written consent. We may assign this Agreement in connection with a merger, acquisition, or sale of assets.
18.3 Severability. If any provision is unenforceable, the remainder remains in effect, and the provision will be modified only to the minimum extent necessary to be enforceable.
18.4 Waiver. A waiver must be in writing and applies only to the specific instance.
18.5 Entire agreement. This MSA and applicable Service Orders are the entire agreement regarding Services and supersede prior discussions.
18.6 Updates. We may update this MSA for future Services by posting an updated version and indicating the effective date. Changes will not apply retroactively to disputes arising before the effective date.
18.7 Electronic acceptance. Electronic signatures and click acceptance are binding and treated as originals.
Clickwrap Acceptance (Website Use)
By clicking “I Agree,” “Accept,” or similar, you acknowledge you have read and agree to this Master Service Agreement.
