Master Support Services Terms & Conditions

Brown Box Support LLC
A Florida Limited Liability Company

Version: 1.0
Effective Date: June 22, 2026
Last Updated: June 22, 2026

These Terms govern all services provided by Brown Box Support LLC, including services provided through Z10 Support and DMEX Support.

For purposes of these Terms, "Brown Box Support," "Z10 Support," "DMEX Support," "Company," "we," "our," and "us" refer collectively to Brown Box Support LLC, a Florida Limited Liability Company.

Acceptance of Terms

By submitting a contact form, requesting support, scheduling services, purchasing support hours, granting remote access, participating in a support call, requesting on-site services, accepting a proposal, issuing a purchase order, or otherwise engaging Brown Box Support LLC, the customer acknowledges that it has reviewed and agrees to be bound by these Master Support Services Terms & Conditions.

If the customer does not agree to these Terms, support services shall not be provided.

Scope of Services

Brown Box Support LLC provides independent technical support, troubleshooting, consulting, training, migration assistance, software configuration assistance, and advisory services. All recommendations are advisory in nature. Customers retain sole responsibility for implementation decisions.

Payment Terms

Unless otherwise agreed in writing, all services shall be prepaid prior to commencement of work.

Submission of a purchase order does not alter these payment terms. Alternative payment terms, milestone payments, net terms, retainers, subscriptions, or contractual billing arrangements must be established through a separate written agreement executed by Brown Box Support LLC.

All fees are quoted and payable in U.S. Dollars. Brown Box Support LLC reserves the right to suspend services for unpaid balances.

Telephone and Remote Support

Support provided by telephone, email, video conference, chat, remote desktop, VPN access, or similar technologies is based solely upon information provided by the customer.

Brown Box Support LLC cannot independently verify equipment condition, installation quality, operating conditions, wiring, safety practices, or customer representations. Customers acknowledge that recommendations may be based upon incomplete or inaccurate information supplied by customer personnel.

Remote Access Services

Customers granting remote access do so at their own risk. Customers are solely responsible for maintaining backups, recovery procedures, cybersecurity protections, change management practices, and validation testing.

Brown Box Support LLC shall not be responsible for operational interruptions, cybersecurity incidents, communication failures, configuration issues, data loss, or unintended system behavior resulting from remote support activities.

Electrical Work Exclusion

Brown Box Support LLC personnel shall not perform electrical installations, electrical wiring, electrical terminations, electrical disconnections, electrical modifications, electrical construction activities, or electrical commissioning.

All electrical work shall be performed by qualified and properly licensed electrical contractors retained by the customer.

Software Configuration and Programming

Brown Box Support LLC may perform software configuration, parameter adjustments, communications setup, HMI configuration, PLC programming, SCADA configuration, and other user-interface-based configuration activities.

Such activities shall not be considered electrical work, electrical contracting, or engineering certification. Customers remain solely responsible for reviewing, approving, testing, validating, and commissioning any software changes prior to placing equipment into operation.

On-Site Support Services

Any on-site support provided by Brown Box Support LLC is consultative and advisory in nature. Customers remain solely responsible for site safety, Lockout/Tagout compliance, arc flash compliance, electrical safety compliance, contractor coordination, and equipment operation.

Brown Box Support LLC personnel may suspend work if unsafe conditions are observed.

Travel and Field Service Expenses

Customers shall reimburse Brown Box Support LLC for all reasonable and customary travel expenses associated with on-site support services, including airfare, mileage, rental vehicles, fuel, hotels, parking, tolls, ground transportation, meals, baggage fees, and shipping costs.

Travel time may be billed separately from on-site service time. Brown Box Support LLC may require prepayment of travel expenses or deposits prior to scheduling field services.

Field Service Cancellation

Customers shall be responsible for all non-refundable travel expenses incurred on their behalf. Field service appointments canceled within five (5) business days of a scheduled visit may be subject to cancellation charges, scheduled labor commitments, and unrecoverable travel expenses.

No Professional Engineering Services

Unless separately contracted under the supervision of a licensed Professional Engineer, Brown Box Support LLC does not provide professional engineering services. No recommendation, drawing, calculation, configuration, or programming modification shall be considered sealed engineering work.

Warranty Disclaimer

All services are provided "AS IS" without warranty of any kind. Brown Box Support LLC does not warrant uninterrupted operation, regulatory compliance, code compliance, system performance, error-free operation, or fitness for a particular purpose.

Limitation of Liability

To the fullest extent permitted by law, Brown Box Support LLC shall not be liable for production losses, lost profits, lost revenue, equipment damage, process interruption, business interruption, data loss, cybersecurity incidents, personal injury, property damage, environmental damage, consequential damages, incidental damages, special damages, or punitive damages.

Liability Cap

The total aggregate liability of Brown Box Support LLC arising from any claim shall not exceed the fees paid by the customer for the specific services giving rise to the claim.

Indemnification

Customers agree to defend, indemnify, and hold harmless Brown Box Support LLC and its owners, employees, contractors, and representatives from claims arising from implementation of customer decisions, programming changes, operational modifications, equipment modifications, or reliance upon recommendations provided by Brown Box Support LLC.

Mediation

Prior to initiating litigation, the parties shall first attempt in good faith to resolve any dispute through mediation conducted in Hillsborough County, Florida. Each party shall bear its own costs associated with mediation and shall equally share the mediator's fees.

Florida Law; Venue

These Terms and all disputes arising from or relating to services provided by Brown Box Support LLC shall be governed by and construed in accordance with the laws of the State of Florida. Any legal action shall be brought exclusively in the state or federal courts located in Hillsborough County, Florida.

Waiver of Jury Trial

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE PARTIES KNOWINGLY, VOLUNTARILY, AND IRREVOCABLY WAIVE ANY RIGHT TO A TRIAL BY JURY IN CONNECTION WITH ANY CLAIM, DISPUTE, OR CONTROVERSY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES PROVIDED BY BROWN BOX SUPPORT LLC.