Tech Support Services Addendum

Effective Date: April 21, 2026

Version: 1.0

Last Updated: April 21, 2026

Purpose of This Addendum

This Tech Support Services Addendum (“Addendum”) supplements and is incorporated into Edgewave LLC’s Terms of Service, Privacy Policy, Refund and Return Policy, and Shipping Policy. It specifically governs the delivery of our remote technical support, cybersecurity, optimization, and data recovery services.

This Addendum exists to ensure full transparency between Edgewave LLC (“Edgewave,” “we,” “us,” or “our”) and our customers (“you,” “your,” or “Customer”) regarding how our tech support services are purchased, scheduled, performed, and supported — and to establish clear consumer protections that meet or exceed industry best practices and payment processor compliance standards.

By purchasing any tech support service from Edgewave, you acknowledge that you have read, understood, and agreed to the terms of this Addendum.

Scope of Tech Support Services
Services Not Included
No Unsolicited Contact Pledge
Informed Consent for Remote Access
Pre-Service Disclosure Requirements
Pricing Transparency and No Hidden Fees
One-Time Service Model – No Subscriptions
Service Delivery Standards
Technician Credentials and Conduct
Customer Responsibilities
Data Privacy During Service Sessions
Acknowledgment of Service Limitations
Service Completion and Documentation
Post-Service Support
Refund Rights Under This Addendum
Fraud Prevention and Security Commitments
Chargeback and Payment Dispute Policy
Escalation and Complaint Resolution
Regulatory Compliance
Contact Information
Customer Acknowledgment

1. Scope of Tech Support Services

Edgewave LLC provides the following remote tech support services, each delivered as a one-time, single-session engagement:

Service	Sale Price	Service Type
Cloud Fortress – Ransomware Defense Shield	$199.99	Ransomware protection setup
Complete Threat Elimination Package	$349.99	Malware removal and remediation
Digital Fortress – Complete Identity Protection	$449.99	Identity audit and monitoring setup
Platinum Performance Restoration	$499.99	System optimization
Enterprise Security Command Center	$599.99	Security audit, hardening, and configuration
Emergency Rescue & Data Recovery	$699.99*	Data recovery and emergency response

*Emergency Rescue & Data Recovery uses conditional pricing: $699.99 for successful recovery, or a reduced $199.00 diagnostic fee if data is determined to be unrecoverable. See Section 15 for details.

Each service includes a clearly defined scope, deliverables, and outcomes, which are disclosed on the corresponding product page at edgewavellc.com prior to purchase.

2. Services Not Included

To avoid any confusion, Edgewave LLC does not provide the following:

❌ 24/7 Ongoing Monitoring – Our services are one-time sessions. We do not monitor customer systems continuously after service delivery.
❌ Permanent Remote Access – We do not install backdoors, persistent remote access tools, or monitoring agents that remain active after the session ends.
❌ Hardware Repair – Our services are software-based. We cannot repair physical hardware defects (failing drives, damaged RAM, broken screens, etc.).
❌ Third-Party Software Licenses – Edgewave may configure third-party tools during service, but ongoing subscription or license fees for those tools are the customer’s responsibility.
❌ Data Backup Storage – We do not provide cloud backup storage services. If backup tools are configured, any storage subscriptions are separate from our one-time fee.
❌ Operating System Reinstallation – Unless specifically described in a service package.
❌ Recovery Guarantees for Physically Destroyed Drives – Some data is genuinely unrecoverable (fire, water damage, severe physical trauma).

3. No Unsolicited Contact Pledge

Edgewave LLC is firmly committed to ethical business practices and expressly states:

✅ Edgewave does not make unsolicited phone calls, emails, pop-ups, or browser warnings claiming to detect threats on your computer.
✅ Edgewave does not generate fake virus alerts, system warnings, or scare tactics to prompt service purchases.
✅ Edgewave does not impersonate Microsoft, Apple, Google, Amazon, or any other technology company.
✅ Edgewave does not contact customers claiming to be from their internet provider, bank, or government agency.
✅ All customer engagements are initiated by the customer, who voluntarily visits edgewavellc.com and makes a purchase.

If you received a call, email, pop-up, or alert claiming to be from Edgewave that you did not initiate, it is fraudulent. Please report it immediately to contact@edgewavellc.com with the subject line “Fraudulent Communication Report.”

4. Informed Consent for Remote Access

All tech support services require the customer’s explicit, informed, and real-time consent for remote access. Edgewave’s remote access process includes the following safeguards:

Pre-Session Disclosure: Before the session begins, you will be told exactly what the technician will do, what tools will be used, and how long the session is expected to take.
Explicit Authorization: You must actively grant remote access by entering a temporary access code or approving a connection request. Access cannot be initiated without your direct input.
Real-Time Visibility: You must be present and able to observe the technician’s actions on your screen throughout the entire session.
Right to Terminate: You retain the absolute right to end the remote session at any time, for any reason, without penalty or consequence to your refund eligibility.
Automatic Disconnection: At the conclusion of each session, the remote access connection is permanently terminated. No persistent access remains.

5. Pre-Service Disclosure Requirements

Before initiating any paid remote service, Edgewave technicians are required to:

✅ Identify themselves by name and technician ID.
✅ Confirm the specific service you purchased and the total amount paid.
✅ Explain the scope of work, expected duration, and anticipated outcomes.
✅ Disclose any known limitations or conditions that may affect service results (e.g., hardware issues, outdated operating system).
✅ Confirm that you have the right to cancel before work begins at no charge.
✅ Answer any questions you have about the service before proceeding.

If you feel rushed, pressured, or uncomfortable at any point, you have the right to pause or cancel the session.

6. Pricing Transparency and No Hidden Fees

Edgewave LLC commits to complete pricing transparency:

All prices are disclosed on the product page at edgewavellc.com before purchase.
Prices are listed in U.S. Dollars (USD).
No add-on services or upsells are performed during the session without your explicit consent and authorization.
No hidden fees, surcharges, or processing fees beyond what is displayed at Shopify checkout.
No price increases after service has begun.
Conditional pricing for Emergency Rescue & Data Recovery is disclosed clearly on the product page and explained again by the technician before work begins.

If a technician identifies additional issues during your session that fall outside your purchased service, we will inform you transparently, and any additional work will require a separate purchase and your explicit approval. You are under no obligation to accept additional services.

7. One-Time Service Model – No Subscriptions

Edgewave operates exclusively on a one-time payment model. We explicitly confirm:

❌ No recurring charges of any kind.
❌ No automatic renewals.
❌ No hidden subscription fees.
❌ No free trials that convert to paid subscriptions.
❌ No membership programs requiring ongoing payment.
✅ One purchase = one complete service session.
✅ If you need service again in the future, you simply place a new order.

Your payment card will be charged only once per transaction, at the time of checkout, for the specific service you purchased.

8. Service Delivery Standards

All Edgewave tech support services are delivered in accordance with the following standards:

Qualified Technicians: All services are performed by trained technicians with documented experience in cybersecurity, IT support, or data recovery.
Secure Remote Access Tools: We use industry-standard, encrypted remote access software.
Documented Procedures: Each service follows a standardized workflow to ensure consistency and quality.
Reasonable Session Duration: Sessions typically last 45–120 minutes depending on service complexity.
Professional Communication: Technicians communicate clearly, respectfully, and without high-pressure sales tactics.

9. Technician Credentials and Conduct

Edgewave technicians are expected to:

✅ Identify themselves accurately at the start of every session.
✅ Focus exclusively on the purchased service.
✅ Avoid browsing personal files, photos, documents, or data unrelated to the service.
✅ Refrain from installing any software outside the scope of the purchased service without your explicit consent.
✅ Avoid upselling during the active session in a way that feels pressured or coercive.
✅ Comply with all applicable privacy, data protection, and professional conduct standards.
✅ Never request access to your bank accounts, email passwords, or other unrelated credentials.

Any technician misconduct should be reported immediately to contact@edgewavellc.com with the subject line “Technician Conduct Report.”

10. Customer Responsibilities

To ensure a successful tech support engagement, you agree to:

✅ Provide accurate contact and system information at checkout.
✅ Be present and available for the entire scheduled session.
✅ Back up important data before service begins (except where recovery is the explicit purpose of service).
✅ Grant remote access permissions only when prompted by a verified Edgewave technician.
✅ Close sensitive personal files, financial records, and private documents before the session.
✅ Maintain a stable internet connection during the session.
✅ Follow technician instructions to complete the service successfully.
✅ Communicate any concerns immediately, either during or after the session.

11. Data Privacy During Service Sessions

Edgewave LLC takes customer data privacy seriously during every service session:

Minimum Necessary Access: Technicians access only what is required to complete the service.
No Data Copying: Technicians do not copy, download, transmit, or retain customer files unless required to remediate malware or perform data recovery.
No Personal Data Viewing: Technicians are trained to avoid opening personal files, photos, emails, or financial documents unless specifically required.
Diagnostic Data Deletion: Any temporary diagnostic files created during service are securely deleted within 90 days of service completion.
Session Logs: We maintain session logs for quality assurance and compliance, containing only technical actions performed — not your personal data.

For complete details, please review our Privacy Policy.

12. Acknowledgment of Service Limitations

You acknowledge and understand that:

No cybersecurity service can guarantee 100% protection against all threats.
Results may vary based on device age, condition, and pre-existing issues.
Some data is permanently unrecoverable due to physical damage or overwriting.
Performance improvements depend on hardware capabilities.
New threats, user behavior, or system changes after our service may introduce new vulnerabilities.
Edgewave cannot control events that occur after service completion, including user actions, third-party software updates, or new attack vectors.

Our 87% average file recovery rate for Emergency Rescue & Data Recovery is a historical average — not a guarantee for any specific case.

13. Service Completion and Documentation

At the conclusion of every tech support session, you will receive:

A verbal and/or written summary of all work performed.
A list of any software installed or configured.
Recommendations for ongoing maintenance and security best practices.
Confirmation that remote access has been terminated.
Your case reference number for any follow-up questions.

For specific service types, additional documentation is provided:

Platinum Performance Restoration: Performance report showing before/after metrics.
Enterprise Security Command Center: Custom security action plan.
Digital Fortress – Complete Identity Protection: Personalized Identity Theft Action Plan.
Emergency Rescue & Data Recovery: Recovery summary listing recovered files.

14. Post-Service Support

After your service session ends, Edgewave provides:

Follow-Up Questions: Free email and phone support for questions about the completed service, during normal business hours.
30-Day Re-Infection Guarantee (Complete Threat Elimination Package): If the same threats return within 30 days, we will re-perform the service at no additional charge or issue a full refund.
Ransomware Recovery Guarantee (Cloud Fortress – Ransomware Defense Shield): If ransomware encrypts files within 30 days of service despite proper configuration, we will attempt decryption or refund your service fee.
90-Day Satisfaction Guarantee: Available across all services. See Section 15.

Post-service support does not include:

Additional service sessions unless separately purchased.
Support for unrelated issues that arise after the completed service.
Ongoing monitoring or consulting.

15. Refund Rights Under This Addendum

15.1 90-Day Money-Back Satisfaction Guarantee

All tech support services include a 90-day money-back satisfaction guarantee from the date of purchase. If you are not satisfied with the service, you may request a full refund within 90 calendar days.

15.2 Emergency Rescue & Data Recovery – Conditional Refund

Outcome	Amount Charged	Refund Available
Successful Recovery	$699.99	Full refund within 90 days if dissatisfied with recovered files
Unsuccessful Recovery	$199.00 (reduced diagnostic fee)	Reduced fee is non-refundable (covers technician time and advanced diagnostics)
Service Not Started	$0.00	Full refund processed immediately

15.3 How to Request a Refund

Email: contact@edgewavellc.com (Subject: “Refund Request – [Order Number]”)
Phone: (888) 929-3763
Response Time: Acknowledged within 24 business hours.

Full refund terms, eligibility, and processing timelines are detailed in our Refund and Return Policy.

16. Fraud Prevention and Security Commitments

Edgewave LLC is committed to protecting customers from tech support fraud, a widespread industry concern. Our fraud prevention commitments include:

What Edgewave Will NEVER Do:

❌ Contact you unsolicited claiming to detect viruses, threats, or infections on your device.
❌ Display pop-ups, browser warnings, or fake system alerts urging you to call us.
❌ Impersonate Microsoft, Apple, Google, Amazon, your ISP, or any other company.
❌ Demand immediate payment or threaten legal consequences for declining service.
❌ Request payment via gift cards, wire transfers, cryptocurrency, or payment methods outside our secure Shopify checkout.
❌ Ask for remote access without a prior service purchase and explicit consent.
❌ Request your banking credentials, passwords, or unrelated personal information.

How to Verify You’re Dealing With Edgewave:

✅ We only respond to customer-initiated contact through our official phone number (888) 929-3763 or email contact@edgewavellc.com.
✅ All purchases are processed through our Shopify store at edgewavellc.com with secure SSL encryption.
✅ Edgewave technicians will always identify themselves and confirm the specific service you purchased before any remote access begins.

If you encounter anyone impersonating Edgewave, please report it immediately to contact@edgewavellc.com.

17. Chargeback and Payment Dispute Policy

Edgewave LLC strongly encourages customers to contact us before initiating a chargeback with their bank or card issuer. In nearly all cases, direct communication with our support team resolves issues faster than a formal chargeback.

Our Commitment:

We respond to all refund requests within 24 business hours.
We approve legitimate refund requests within 2–3 business days.
We process approved refunds within 5 business days.
We maintain detailed service records that we share with you upon request.

Before Filing a Chargeback, Please:

Contact us at contact@edgewavellc.com or (888) 929-3763.
Provide your order number and describe your concern.
Allow us 5 business days to investigate and respond.
Request escalation to a Senior Support Manager if needed.

Unauthorized chargebacks filed without first attempting to contact Edgewave — particularly for services that were successfully delivered and accepted — may be disputed with the card issuer using our detailed service records.

18. Escalation and Complaint Resolution

If you are not satisfied with your service or the resolution offered:

Level 1 – Customer Support: Contact our support team at contact@edgewavellc.com or (888) 929-3763.
Level 2 – Senior Support Manager: Request escalation for a detailed case review.
Level 3 – Technical Director: For unresolved technical disputes.
Level 4 – Executive Review: Written complaints may be mailed to our Legal Department.
Level 5 – Formal Dispute Resolution: As detailed in our Terms of Service (AAA arbitration in Columbus, Ohio).

Most complaints are resolved at Levels 1 or 2 within 3–5 business days.

19. Regulatory Compliance

Edgewave LLC complies with applicable U.S. federal and Ohio state consumer protection laws and payment processor standards, including:

Federal Trade Commission (FTC) Act – Prohibiting unfair or deceptive trade practices, including tech support fraud.
Telemarketing Sales Rule (TSR) – Where applicable.
Restore Online Shoppers’ Confidence Act (ROSCA) – Transparency in online purchases.
Payment Card Industry Data Security Standard (PCI-DSS) – Secure payment processing.
Ohio Consumer Sales Practices Act – State-level consumer protections.
Applicable state data breach notification laws.

Edgewave welcomes inquiries from regulatory agencies, payment processors, and consumer protection organizations regarding our business practices.

20. Contact Information

For questions, concerns, or complaints specifically related to tech support services:

Edgewave LLC Attn: Tech Support Compliance Department 221 Vine Street, Apt 324 Columbus, OH 43215 United States

📞 Toll-Free Phone: (888) 929-3763
📧 Email: contact@edgewavellc.com
🌐 Website: https://edgewavellc.com
🕐 Business Hours: Monday–Friday, 9:00 AM – 8:00 PM EST

21. Customer Acknowledgment

By purchasing any tech support service from Edgewave LLC, you acknowledge and agree that:

✅ You voluntarily initiated contact with Edgewave by visiting edgewavellc.com.
✅ You understand the scope and limitations of the service you purchased.
✅ You consent to temporary, one-time remote access by a qualified Edgewave technician.
✅ You understand that services are delivered as one-time sessions with no recurring charges.
✅ You have read and agreed to our Terms of Service, Privacy Policy, Refund and Return Policy, Shipping Policy, and Legal Notice.
✅ You understand your rights under the 90-day money-back satisfaction guarantee.
✅ You agree to contact Edgewave directly before filing a chargeback.
✅ You acknowledge that no cybersecurity or IT service can guarantee 100% protection.

LEGAL DISCLAIMER: This Tech Support Services Addendum is provided as part of Edgewave LLC’s commitment to transparent, ethical business practices and payment processor compliance. This document should be reviewed by a licensed Ohio attorney before final implementation to ensure full legal compliance. Edgewave LLC maintains the right to update this Addendum at any time with notice to customers.

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