Service Agreement

Last updated: July 16, 2026

These are the standard terms for technology services performed by 64 Technologies. They apply when you engage us for work, alongside any written quote or statement of work for your specific job. If a signed agreement or written quote conflicts with these terms, that document controls.

Scope of work

Work is defined by the request or quote we agree on in advance.
If we find additional problems once we're into the job, we stop and quote them before doing the extra work. We won't surprise you on the invoice.
Some problems can't be diagnosed without hands-on time. Diagnostic time is billable even when the outcome is that a device isn't worth repairing.

Your responsibilities

Confirm you own the equipment or are authorized to have it serviced, and provide access, passwords, and licenses as needed.
Back up anything you cannot lose before we begin. We back up before major work where it's appropriate, but data loss is always possible and drives sometimes fail during service.
Provide a safe working environment and adult supervision of the premises during in-home work.

Remote-work and home-office support

For people who work from home, we help with your home environment and your own personal equipment: home internet and Wi-Fi, networking, monitors, peripherals, video-call gear, printers, and power. We work alongside your employer's IT, not around them.

We do not access, service, or install software on employer-owned or employer-managed devices, and we do not access corporate accounts, VPNs, or systems, unless your employer has engaged us directly and in writing to do so.
You are responsible for ensuring that the help you ask us for is permitted under your employer's policies. If something should go through your company's IT, we'll tell you and stop.
Employers may engage us directly to set up and support their remote team's home offices under a separate agreement.

Scheduling, travel & cancellations

Appointments are confirmed by us. Arrival windows are estimates, not guarantees.
No trip charge anywhere in the Louisville metro, Lexington, or Northern Kentucky. Visits beyond that, including Southern Indiana, include a trip charge or project minimum, quoted up front.
Please give us at least 24 hours' notice to cancel or reschedule. A missed appointment or a cancellation inside 24 hours may be billed at our minimum visit rate.

Payment

Payment is due on completion unless we've agreed otherwise in writing.
Larger installations and special-order parts may require a deposit before we begin.
Applicable Kentucky sales tax is added where required.
Parts and hardware are billed separately from labor.
Past-due balances may accrue interest at the maximum rate permitted by Kentucky law.

Our warranty on labor

We warrant our workmanship for 30 days from completion. If the same problem returns within that window, tell us and we'll re-address our work at no charge for labor. This warranty does not cover new or unrelated issues, damage from misuse, changes made by others, hardware that fails on its own, or software and services we don't control.

Hardware and parts carry their manufacturer's warranty, not ours. We'll help you make a claim, but the manufacturer determines the outcome.

AI and automation services

When we build, configure, or advise on AI tools, our role is to put the right tools in place and set them up well. How they're used day to day, and the decisions made with them, remain yours.

AI can produce confident but incorrect results. You are responsible for reviewing and validating AI output before relying on it, and we build systems that keep a person in control of decisions that carry consequences.
We use business-grade AI services that do not train on your data, and we can run models locally for sensitive work. We'll tell you where your data goes; you remain responsible for ensuring your use of AI complies with your industry's rules, your customers' expectations, and any third-party terms.
We are not liable for decisions made from AI output, for AI-generated content, or for outcomes produced by tools once they are in your hands. Our work is to build and configure; the judgment stays with you.

Buying equipment on your behalf

As a convenience when we're doing work for you, we can purchase equipment on your behalf. When we do, we act as your buyer, not as a reseller:

You pay the retailer's price, including any sales tax the retailer charges. We add no markup and earn nothing on the item.
You approve the specific item and price in advance, and pay for it before we purchase it.
The equipment is yours. Any manufacturer warranty runs between you and the maker or retailer; we'll help you use it, but the outcome is theirs to decide.
If something arrives defective or wrong, we'll help you return or exchange it, but refunds and timelines are governed by the retailer's policy, not ours.
We aren't responsible for a retailer's stock, price changes, or product defects. Our labor to install or set up an item is billed separately from the item itself.

Data recovery

We offer software-level data recovery on a "no data, no fee" basis. We evaluate the drive at no charge, tell you honestly what we think the odds are, and you pay our flat recovery fee only if we successfully recover the files you asked us to. "Successfully recovered" means the specific files you identified are returned to you in a usable form.

This service is software-level only. We do not open drives or perform clean-room repair. A drive showing signs of physical failure (unusual noises, intermittent detection, SMART errors) is referred to a specialist lab rather than risked.
Recovery attempts carry inherent risk. A drive that is already failing can deteriorate further or fail completely during any recovery attempt, at our hands or anyone's. By authorizing recovery you accept that risk, and we are not responsible for pre-existing drive failure or for data that cannot be recovered.
Where practical, we work from a read-only image so the original is not altered.
The "no data, no fee" guarantee covers our recovery labor. Any lab referral, parts, or replacement media are separate and quoted first.

What we can't promise

Not every device can be saved, and not every problem has a fix worth paying for. We'll tell you honestly when that's the case. Except for the labor warranty above, services are provided on a commercially reasonable basis without warranties of any kind, express or implied.

Limitation of liability

To the fullest extent permitted by law, our total liability for any claim arising out of a job is limited to the amount you paid us for that job. We are not liable for lost data, lost profits, lost business, or other indirect or consequential damages. This allocation of risk is reflected in our rates. Nothing here limits liability for our gross negligence, willful misconduct, or anything that cannot be limited under Kentucky law.

Support plans (Care Plans)

Care Plans are support and maintenance subscriptions. They cover our time: remote and on-site help, monitoring, updates, and maintenance: as described for each plan.

To be clear about what a plan is not: a Care Plan is not insurance, not an extended warranty, and not a service contract to repair or replace your hardware. Parts and hardware are not included; they are quoted separately and offered to members at member pricing. Each plan's covered devices, included services, response targets, and boundaries are set out in the plan terms you receive when you enroll.

Plans bill monthly in advance and you can cancel at any time, effective at the end of the current billing period. We don't prorate partial months.

Confidentiality

We treat what we see on your systems as confidential and access only what the work requires. See our Privacy Policy for details on how we handle your information.

Governing law

This agreement is governed by the laws of the Commonwealth of Kentucky. Disputes will be brought in the state or federal courts serving Oldham County, Kentucky.

Questions before you book?

Ask. We'd rather explain a term up front than have it surprise you later. Email support@sixtyfourtechnologies.com.

Questions? Contact 64 Technologies at support@sixtyfourtechnologies.com.