Remote Support Terms

Version 1.2 · Effective October 4, 2026 · Logan Technology LLC

These terms apply when you ask Ross Logan of Logan Technology LLC to connect to your computer. They add to the Terms of Use and the Privacy Notice. You accept them in the app, on the computer concerned, before you can ask for a session, and I keep a record of which version you accepted and when. Asking is free. Remote sessions are a paid service: I confirm the fee with you, or that it is covered by our agreement, before I connect.

1. How a session starts

You press Let Ross connect in the Logan Tech Help app on the computer you want help with. Nothing happens on your computer before you do. Your computer then asks you to approve the change (on Windows a "Do you want to allow…" window, on a Mac your Mac password). Each time I connect, LogMeIn also shows you a window asking you to Allow me in. If you do not allow it, I cannot connect.

LogMeIn is a remote access product from GoTo. I use it to see and work on your screen. It is GoTo's software, and GoTo's license terms apply to it.

2. What happens on your computer

The first time

The app installs LogMeIn, set up for Logan Technology's LogMeIn account. Before installing, it checks that the installer is genuinely signed by its maker. It also adds a small cleanup task that ends sessions on time (see below). On a Mac, LogMeIn then asks you to allow it under Accessibility and Screen Recording; without those I cannot see or control the screen.

Each session, on Windows

The app creates a new standard (not administrator) Windows account for this session only, hidden from the sign-in screen.
It makes up a password for that account. The password is encrypted on your computer so that only I can read it; Logan Technology's servers only ever hold the encrypted copy.
When you press End session, or at the latest about two hours after the session started, the app closes any open connection and deletes the account and its folder.

Each session, on a Mac

macOS does not let an app delete accounts by itself, so on a Mac the app keeps one hidden standard account, named Logan Technology remote help. It has no files, no home folder, and cannot be used to open Terminal or similar tools.

Between sessions the account is switched off. No password works for it, it cannot sign in, and LogMeIn does not accept it.
For a session, the app switches it on with a password made up for that session only, encrypted on your Mac so that only I can read it.
When you press End session, or at the latest about two hours after the session started, the app closes any open connection, removes the account's LogMeIn access, changes its password to a random one nobody knows, and switches it off again.

The account stays on your Mac, switched off, until you stop using remote help. If you want it removed, tell me and I will remove it with you; removing it needs your Mac password.

On both

The temporary account is only how LogMeIn lets me in. Once connected, I see and work on the desktop you are signed in to, with the rights your own account has. Anything that needs an administrator shows a prompt on your screen for you to answer. On a Mac that prompt needs your password, which I do not have. On Windows, stay at the computer and watch; I will not answer an administrator prompt without telling you first.
LogMeIn stays installed between sessions, but no one can connect: there is no working account outside a session you started, and every connection still needs you to click Allow.
If you stop using remote help, tell me and I will remove LogMeIn and the cleanup task with you.
If the app cannot end a session cleanly, it tells you and lets me know, and I will help you finish it.

3. If this does not work on your computer

Some computers, for example ones managed by an employer, do not allow new accounts. Then I can send you a link for a one-time LogMeIn session instead. Nothing happens until you open that link and run it; you need to be able to install apps on the computer. LogMeIn is designed to remove everything that session added when it ends. If something is left behind, tell me and I will remove it with you.

4. What a session allows

While a session is open I can see your screen, use the mouse and keyboard, and transfer files. You can watch everything I do, and you can end the session at any time: press End session in the app, or close the session from the LogMeIn window.

5. How I will use it

I connect only to work on a request you or your organization made.
I tell you when I start and finish, by email or in the session.
I look only at what the task needs. I do not browse your files, email or accounts beyond that, and I do not copy data off your computer except what the task needs, which I delete when it is done.
LogMeIn keeps a log of when I connected. I will show it to you on request.

6. What you do

Close or lock anything you do not want me to see before a session.
Make sure you are allowed to give me access to this computer. If it belongs to your employer, you confirm you have their permission and that you are following their rules about remote access.
Keep a current backup. I take care, but working on a computer carries risk.

7. Fees and liability

Fees are set out in our separate agreement or invoice, or agreed with you before the session. The limitation of liability, and your promise to cover claims from others, in the Terms of Use apply to remote support too.

8. Commands I send you

Sometimes, instead of or alongside a session, I send you a command: a short block of instructions for your computer, so I can see exactly what is going on. When I do:

The app shows you the full text of the command before anything happens. Nothing runs until you press Run. You can decline.
When you press Run, your computer carries out that command and sends me the result — what it printed, and whether it succeeded. You see the same result in the app.
If the command needs administrator rights, your computer asks you for permission first (a Windows "allow changes" window, or your Mac password). Without your permission, the part that needs it does not run.
Before any result leaves your computer, the app removes passwords and keys from it, the same way it does for the files you send me.
Each command is signed by me, and your app runs only commands it can confirm came from me. A command is one-time: it does not keep running or repeat.

I send commands only to work on a request you or your organization made, and I keep a record of each one. The rest of these terms apply to commands as they do to sessions.

9. Contact

Reach me through logan-technology.com/contact.

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