Mike The Mac Guy, LLC / Effective Date: [01/01/2026]
- Overview
This CommandCare Managed Services Agreement (“Agreement”) outlines the terms of ongoing Apple support services provided by Mike The Mac Guy, LLC (“Company”) to the client (“Client”).
CommandCare is a proactive managed services program covering monitoring, maintenance, and priority support for enrolled Apple devices. By enrolling, Client agrees to the terms below.
Note: This Agreement works alongside the Mike The Mac Guy Master Service Agreement, which governs all service engagements.
- Plan Tiers: CommandCare is available in three tiers:
- Essential — $12/mo or $99/yr
- Continuous device monitoring
- System health alerts and diagnostics
- Security monitoring
- Advanced — $25/mo or $250/yr
- Everything in Essential
- 1.5 hours of remote support per billing cycle
- Priority response for support requests
- Complete — $49/mo or $490/yr
- Everything in Advanced
- Fully managed, white-glove support
- Expanded remote and on-site coverage
Specific services and hour allocations are defined by the enrolled plan. CommandCare reduces problems and improves reliability — it does not guarantee prevention of all issues.
- Covered Devices
Coverage applies only to Apple devices explicitly enrolled in the CommandCare plan. Supported devices include:
- Mac computers (iMac, MacBook Air, MacBook Pro, Mac Studio, Mac mini)
- iPhone
- iPad
- Other Apple devices as specified at enrollment
Devices can be added at any time and will be billed accordingly. Coverage does not extend to non-Apple devices or devices not listed on the plan.
- Billing and Payment
CommandCare is billed as a recurring subscription — monthly or annually depending on the selected plan. Annual billing is discounted and non-refundable.
Payment is processed securely using the payment method provided at enrollment. By enrolling, Client authorizes recurring automatic charges.
Invoices can be viewed and paid through the Mike The Mac Guy client portal. Failure to maintain a valid payment method may result in suspension of services.
- Term and Renewal
Monthly plans renew automatically each billing cycle. Annual plans renew on their anniversary date. Renewals ensure uninterrupted monitoring and support. Client will be notified prior to annual renewal.
- Included Support Hours
Plans that include support hours (Advanced and above) apply those hours to the current billing cycle only. Unused hours expire at the end of each cycle and do not roll over.
If additional support is needed beyond the included hours, it will be provided at the standard hourly rate ($100/hr remote, $150/hr on-site) or an agreed-upon CommandCare client rate.
Mike The Mac Guy will always notify Client when included hours are nearly exhausted and obtain approval before performing any billable work beyond the plan.
- Cancellation
Monthly plans: Client may cancel at any time with written notice. Cancellation takes effect at the end of the current billing period. No refunds for unused time.
Annual plans: Client may cancel at any time, but annual fees are non-refundable. Service continues through the paid period.
Devices remain protected and monitored through the end of the paid period regardless of cancellation date.
- Support Scope and Response
CommandCare clients receive priority scheduling, meaning requests are handled before non-managed clients. Priority does not guarantee an immediate response or same-day resolution.
Some issues may require additional time, parts, third-party vendors, or direct manufacturer involvement. On-site visits are billed separately at the standard on-site rate unless explicitly covered by the enrolled plan.
- Monitoring and Alerts
Where applicable, monitoring software will be installed on enrolled devices. This software collects technical system data only — it does not access personal files, documents, or private content.
Monitoring data is used to identify potential issues early, improve response times, and keep devices running reliably.
- Client Responsibilities
Client agrees to:
- Maintain current data backups
- Keep enrolled devices in a supported, operational condition
- Provide timely access when support is needed
- Keep a valid payment method on file
- Notify Mike The Mac Guy of any device additions, replacements, or changes
- Data Protection and Backup Responsibility
CommandCare includes backup monitoring where configured, but Client remains solely responsible for maintaining their own data backups.
Mike The Mac Guy is not responsible for data loss resulting from hardware failure, software issues, theft, accidental damage, or other unforeseen events. Backup solutions can be recommended and configured as part of service.
- Limitation of Liability
Mike The Mac Guy provides all services with professional care and current industry best practices. However, the Company shall not be liable for indirect, incidental, or consequential damages — including loss of data, productivity, or business interruption.
Total liability under this Agreement shall not exceed the total amount paid for services during the three months immediately preceding the claim.
- Service Suspension
Services may be suspended if:
- Payment fails or becomes overdue
- Client violates the terms of this Agreement
- Client requests a temporary suspension
Services will resume once the issue is resolved. Monitoring coverage does not apply during a suspension period.
- Agreement Acceptance
By enrolling in CommandCare, Client acknowledges that they have read, understood, and agree to the terms of this Agreement.
This Agreement is effective as of the enrollment date and supersedes any prior verbal or written understandings regarding CommandCare services.
