Dellea.biz Computer Services

Service Agreement

Please review our operational terms, scope limitations, and service policies prior to submitting an inquiry through our contact form.

• Scope of Service & Geographic Boundaries: Dellea.biz Computer Services provides remote support and mobile on-site computer care exclusively for Windows PCs in residential, home office, and small business environments of up to 10 computers. All mobile on-site visits, diagnostics, and new computer setups are strictly limited to locations within a 20-mile radius of Great Barrington, MA. We do not service Apple/Mac computers, Linux distributions, mobile devices (smartphones or tablets), enterprise server environments, or temporary tourist lodgings. Physical drop-offs and walk-ins are prohibited. We reserve the right to refuse repairs on outdated hardware, and we recommend complete replacement rather than internal hardware upgrades for computers older than five years.

• Intake Triage & Communication Protocols: Inquiries submitted through our contact form are reviewed by our Service Desk to ensure you receive focused support without getting bogged down in complicated back-and-forth email troubleshooting. The Service Desk evaluates your request to guide you directly to the correct solution—whether that is booking a Remote Session, scheduling an On-Site Visit, arranging a New Computer Setup, or enrolling in our flat-rate VIP Support Plan. Our operations run exclusively on email-scheduled block-times; phone consultations with Arthur are available solely by appointment, while unscheduled inbound calling and 24/7 emergency incident response are strictly out of scope. If you suspect an active cyber intrusion (such as self-moving cursors, persistent screen locks, or active remote manipulation), sever your computer's internet connection immediately and contact our Service Desk from a separate, clean device.

• Data Privacy, AI Processing & Compliance: Support communications, ticket routing, and initial intake data sent to our Service Desk are processed through automated third-party AI triage systems. Clients must never transmit confidential credentials, passwords, financial records, payment card information, or protected health data via email or our website form. Clients assume full responsibility and legal risk for any unprompted disclosures of sensitive personal data. Fulfilling independent regulatory compliance mandates (such as HIPAA, PCI-DSS, or MA 201 CMR 17.00) and establishing internal security policies remain solely the client's responsibility.

• Liability, Pre-Service Backups & Account Boundaries: Dellea.biz Computer Services, Arthur Dellea, and our affiliates maintain zero liability for pre-existing data loss, diagnostic hardware failures, or lost BitLocker and encryption keys. For older computers undergoing service, rebuilds, or data transfers, clients are required to back up their important personal files independently before Arthur begins work. Bypassing system lockouts or encryption carries inherent risk, and successful recovery of locked accounts or BitLocker keys cannot be guaranteed. For privacy and security compliance, recovering third-party online accounts (including email providers, social media platforms, banking portals, or merchant accounts like Amazon) is strictly outside our scope of service and must be resolved through the respective vendor's official recovery channels. Total liability for any claim, dispute, or cyber incident is strictly capped at the exact amount paid for the specific service in dispute.

• Appointment Prerequisites, Conduct & Governance: Clients booking services must be 18 years of age or older, and courteous, respectful conduct is required at all times; abusive behavior triggers immediate termination of service. For Remote Sessions, your computer must be powered on, connected to the internet, plugged into a wall outlet, and configured with sleep mode disabled so it remains awake for Arthur. For On-Site Visits and New Computer Setups, client households must be completely free of contagious illness for at least one full week prior to the appointment, and driveways must be cleared and safe for a front-wheel-drive vehicle during winter months. New computer clients must ensure all equipment has arrived before scheduling. VIP Support Plans are non-refundable, non-transferable recurring commitments. We may earn affiliate commissions (such as Amazon Associates) on recommended hardware at no additional cost to you. This agreement is governed by the laws of the Commonwealth of Massachusetts, with exclusive jurisdiction in Berkshire County.

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