Customer authorization
The customer authorizes ObserX to evaluate the systems, devices, accounts, and areas identified in the approved request and confirms that the customer has authority to grant that access.
Diagnostic scope
The $175 initial diagnostic visit includes up to one hour of troubleshooting. Its goal is to identify the likely root cause, document major findings, and recommend next steps. It is not a promise that every issue will be repaired during that hour.
Additional work approval
ObserX will discuss the scope or estimate before continuing with additional labor, parts, replacement equipment, extensive cabling, lift access, or third-party services. No additional work is performed without customer approval.
Equipment and parts
Parts and equipment are not included unless the written scope or estimate says they are. Availability, lead times, manufacturer support, and return eligibility may affect recommendations and scheduling.
Data backup responsibility
Technology work can involve devices or systems that contain important data. The customer is responsible for identifying critical data and maintaining appropriate backups before changes or repair work when practical. Tell ObserX before work begins if a device contains information that cannot be recreated.
Access credentials
Provide only the access needed for the approved work. Passwords should not be submitted through ordinary website forms. When credentials are necessary, they should be exchanged through an approved secure method and changed afterward when appropriate.
Cabling and property access
The customer is responsible for identifying property restrictions, hazardous areas, access limitations, alarm requirements, and concealed utilities. New cabling, difficult access, wall or ceiling work, and lift rentals require a separately approved scope when applicable.
Third-party vendors
Some work depends on internet providers, software companies, hosting providers, payment vendors, manufacturers, or other third parties. ObserX may coordinate with them when authorized but does not control their response time, pricing, or decisions.
Payment expectations
The $175 diagnostic charge and any approved additional work follow the payment timing shown in the applicable estimate, service confirmation, or invoice. This overview does not add a different payment deadline.
Cancellation or rescheduling
Contact ObserX as soon as possible when access, staffing, site conditions, or scheduling changes. Any project-specific cancellation or rescheduling expectation should be confirmed with the appointment or estimate rather than assumed from this overview.
Completion and documentation
At the end of the approved scope, ObserX will summarize major findings, completed work, and recommended next steps at a level appropriate to the service. Questions may be sent to hello@obserx.com.