Definitions

• Mac/iOS Device – Macintosh Computers running MacOS 10.10 or later, and iPad, iPhone, or iPod touch devices running iOS 10 or later.
• Server – Synology NAS devices, Macintosh Computers running Server to provide VPN, Filesharing services, etc. Graphite retains the right to define “server” devices on a case-by-case basis.
• Network Device – Router or Switch configured and deployed by Graphite Inc. Access points MAY be included with a Router device, inquire for details.
• Extended Hours – Defined on a per-client basis to include additional morning or evening hours. Late night or 24 hour coverage available for an additional fee.
• G-Scout – a software monitoring client that relays crucial information to Graphite about a computer’s performance and security.

Terms and Conditions

Graphite Inc. reserves the right to cancel service at any time. Time-to-response depends on available support technicians, G-Pro service level, and local traffic and weather conditions. Gold members take priority over Silver, who take priority over Bronze, who retain priority over non-G-Pro clientele. Graphite will evaluate issues within the subscribed limits and decide on a course of action. Non-critical items may be delayed until normal business hours, with or without a workaround. G-Pro must be purchased for all eligible units for a given site.

Technicians will exhaust available remote support options before on-site support is provided. Graphite reserves the right to impose reasonable limits on included on-site and remote support options.

Remote support is billed in .25 hour increments.

On-site support bills the initial hour at $125, then subsequent .25 hour increments. The customer is also billed travel time from Graphite East to the customer’s location.

This document is not a binding contract and is provided for informational purposes only.

G-Scout monitors critical software components of your Mac and will alert Graphite when conditions on the computer trigger an alert. If Graphite then determines the condition negatively impacts the use and safety of your computer, we will attempt to contact you and recommend a course of action.

G-Scout provides access to Teamviewer remote support software, Grand Perspective data management software and Malware Bytes security software. All can easily be installed or removed by the end user. G-Scout’s own monitoring software can be removed by the end user, or by Graphite upon request at any time. Removal of the software will negate G-Scout monitoring and recommendations unless the software is reinstalled. Removal of the software DOES NOT terminate the agreement with Graphite without prior agreement. Contact Graphite Support directly should you choose to end your subscription.

Absolutely no user information (email, web history, personal data) is monitored or tracked. G-Scout data is sent to a secure server, and this information is for Graphite’s sole use; it is never sold or referenced to third parties.

A customer credit or debit card must remain on file with Graphite and the subscription is renewed yearly on the anniversary of the original purchase date unless the user expressly opts out of the program.