Terms & Conditions of Service

1. Parties and agreement

These Terms are between SHRE Consulting Corp., a Delaware corporation doing business as OS Assistance ("OS Assistance," "we," or "us"), and the individual or organization purchasing services ("Client" or "you").

A service agreement is formed when you accept a written proposal or order, or complete checkout for a published service. By doing so, you agree to the applicable service scope, these Terms, the Service Level Agreement (SLA), the Privacy Policy, and the Acceptable Use Policy. Merely browsing the site or accessing the customer portal does not purchase a service.

If an accepted written order conflicts with these general Terms on a specific service detail, the written order controls for that engagement. Mandatory rights under applicable law remain unaffected.

2. Services and delivery

OS Assistance provides remote Linux infrastructure administration, maintenance, secure configuration, Ansible and scripting automation, cloud operations, and incident triage. A plan covers only the systems and work identified in its published description or accepted order.

• Linux Care & Automation retainer: The $4,000 monthly plan covers unlimited approved Linux servers and unlimited in-scope tasks, handled sequentially with one active task at a time. The client maintains the prioritized backlog, and the next task begins after the active task is completed and its outcome is confirmed.
• Per-server care: Monitoring and scheduled care are limited to the servers enrolled in the selected plan and the items described at checkout.
• Incident and emergency support: One-hour incident checkout covers the initial diagnostic hour. Emergency rates are $199/hour for an active Linux Care member and $249/hour for a non-member, subject to acceptance, availability, and approved scope. Additional work requires your approval.

Office Hours: Retainer task execution and routine service communications take place Monday through Friday, 9:00 a.m.–5:00 p.m. Central Time, excluding U.S. federal holidays. Emergency requests may be submitted 24/7; response targets apply only to accepted P1 requests as described in the SLA and do not guarantee resolution.

3. Client authority and secure access

You may request work only on systems, accounts, networks, and data that you own or are authorized to administer. You are responsible for confirming that your authorization covers the access and work requested; we may ask for clarification or pause work if scope or authority is unclear.

• Credential safety: Do not send root or sudo passwords, private SSH keys, private decryption keys, or access tokens through unencrypted email or public forms.
• Server access: Access is arranged using a client-approved SSH public key or a client-managed bastion host. OS Assistance does not need your private SSH key or root password.
• Accounts and revocation: You are responsible for authorized portal users and for removing OS Assistance access when service ends or access is no longer needed.

4. Backups and change safety

Before significant production changes, we review the agreed change plan and available backup or snapshot safeguards. When the platform supports it and the client authorizes it, we may verify or create a snapshot before proceeding. If a suitable safeguard is unavailable, we will discuss the risk and next step before an in-scope change begins.

You retain ownership of your data and are responsible for maintaining independent, current, off-site backups and deciding when a change may proceed. Backup-job review is not a certification that backup contents are complete or restorable, and does not constitute a restore test unless separately included in a written order. Recovery depends on the condition of systems, backups, and third-party services.

5. Fees, billing, pausing, and cancellation

• Monthly billing: Subscriptions are billed in advance through Stripe on the recurring schedule shown at checkout or in the written order. Billing begins at checkout; any service or SLA response clock that requires onboarding or secure access begins only after those requirements are verified.
• Emergency billing: Accepted emergency support is billed at the applicable published member or non-member rate. One-hour checkout covers the first diagnostic hour; additional time or remediation requires approval.
• Pausing: You may request a pause through the customer portal or by email before renewal. We will confirm when the pause is applied to recurring billing. The active queue is frozen while paused; charges already processed or initiated may cover the current paid period.
• Cancellation: You may request cancellation through the customer portal or by email at any time. To prevent the next renewal charge, submit the request at least five business days before the scheduled billing date. A request received closer to renewal may be processed after a payment has been initiated or collected. Service continues through the current paid period, after which future renewals stop.
• Refunds: Monthly fees are not prorated for unused time or queue capacity, except where required by law or stated in a written order. See the Cancellation, Pause & Refund Policy for billing corrections and additional details.

6. Out-of-scope work

Unless included in a separate written order, monthly plans do not include:

• Physical on-site hardware repair or replacement.
• Full datacenter, hypervisor, or bare-metal migrations.
• Custom application source-code development, general website design, or proprietary application bug fixes beyond agreed operating-system and web-stack integration.
• Remediation of active compromise or malware that existed before enrollment.
• Third-party licenses, hosting charges, cloud storage, vendor fees, or other subscriptions not expressly included.

7. Service standard and liability

We will perform accepted engineering work with reasonable professional care and in accordance with the written scope. Infrastructure work depends on system condition, vendor platforms, access, and client approvals; we do not guarantee uninterrupted uptime, a particular diagnosis, complete recovery, or a specific outcome unless expressly stated in an accepted written order.

To the maximum extent permitted by applicable law, neither party is liable to the other for indirect, incidental, special, consequential, or punitive damages, including lost profits, data, or business interruption. To the maximum extent permitted by applicable law, OS Assistance’s total aggregate liability arising from a service is limited to the fees paid for that service during the three months before the event giving rise to the claim. This limitation does not apply to liability that cannot legally be limited.

8. Client responsibility for third-party claims

To the extent permitted by applicable law, you are responsible for third-party claims arising from your lack of authorization for a system, your breach of these Terms or the Acceptable Use Policy, or content or software you provide or host. This responsibility does not extend to the extent a claim results from OS Assistance’s own breach of the accepted scope or conduct for which liability cannot legally be limited.

9. Governing law and venue

These Terms are governed by the laws of the State of Delaware, without regard to conflict-of-law principles, subject to applicable law. Any legal action relating to these Terms must be brought in the state or federal courts located in Delaware, and each party consents to those courts’ jurisdiction and venue to the extent permitted by law.

10. Contact and notices

Send contractual or billing inquiries through the customer portal or to the email below. Do not include passwords, private keys, or other secrets in a notice.