SERVICE INFORMATION
Support hours, security & protection
This page explains the security practices, service protections, support coverage and customer responsibilities for each engagement.
Plans and support billing
Support Membership is $29 per company per month, covering up to three agreed servers and three website URLs. Server & Website Care is $59 per covered server per month and includes membership; there is no separate $29 fee.
Membership does not include incident investigation or repair. Care includes the scheduled work described on the Server & Website Care page. Work already included in your plan is not charged again as an incident.
| Support type | Initial charge | Additional 15 minutes |
|---|---|---|
| Standard — eligible member | $95 · first hour | $23.75 |
| Standard — nonmember | $125 · first hour | $31.25 |
| Emergency — eligible member | $199 · duration agreed before payment | $31.25 |
| Emergency — nonmember | $249 · duration agreed before payment | $37.50 |
Standard incidents have a one-hour diagnostic minimum, followed by approved 15-minute increments at $95/hour for members or $125/hour for nonmembers. Emergency support uses separate rates; its initial duration and any after-hours arrangements must be confirmed before payment.
Membership eligibility and the applicable rate are confirmed in the accepted quote. Joining after an incident begins does not automatically give a retroactive discount. Diagnosis is paid engineering time and does not guarantee a fix.
Security baseline
For agreed systems, we can review access, patch status, firewall and exposed services, logging and relevant configuration against the approved scope. Findings are documented and remediation requires authorization. A review is not a certification or a promise that every weakness will be found.
Access protection
Customer-owned accounts and least-privilege access remain the default. Access methods, approval, maintenance windows and revocation are agreed before work begins. Do not send passwords, SSH private keys, PGP private keys or payment-card details through general inquiry forms.
Data and privacy protection
The public website does not store server credentials or payment-card details. Customer data, cloud accounts and vendor subscriptions remain under customer control unless a written agreement states otherwise. WordPress forms, booking services and Stripe have their own privacy and security practices.
Monitoring
Basic membership checks target a five-minute interval for agreed endpoints. Monitoring detects and notifies; it does not automatically authorize or perform paid repair work. Alert delivery depends on the endpoint, network, monitoring configuration and designated recipients.
Backups and recovery
Where included, we review backup-job results, retention and available evidence. A successful backup job does not prove that a complete restoration will work. Restore testing, recovery planning, storage changes and data recovery are separately scoped unless explicitly included.
Staffed coverage
Coverage hours, timezone, holidays and response targets are agreed in writing before enrollment. This offering does not include a blanket one-hour response guarantee or 24/7 human support.
Emergency and security incidents
Emergency, compromise triage, malware cleanup, forensic investigation, breach notification, legal response and after-hours work are subject to availability, acceptance and a separate scope. Response is not the same as resolution.
Customer responsibilities
Customers maintain supported operating systems, vendor subscriptions, cloud controls, backup storage, authorized contacts and timely approvals. Customers must notify OS Assistance about material changes and test their own recovery and business continuity procedures.
Limits and exclusions
No service guarantees uptime, prevention of every attack, complete vulnerability discovery, regulatory compliance, successful recovery or uninterrupted third-party services. Unsupported software, customer misconfiguration, delayed access, provider outages and work outside the approved scope may require additional assessment and fees.