Customer Engineer Hours — Terms of Service

1. Acceptance of These Terms

These Customer Engineer Hours Terms of Service (these “Terms”) are a binding agreement between Buzzed Technologies LLC, a New York limited liability company (“Buzzed,” “we,” or “us”), and the individual or entity purchasing Customer Engineer Hours (“Client,” “you”).

By completing checkout for a Customer Engineer Hours block, clicking to accept these Terms, or otherwise authorizing payment, you agree to be bound by these Terms. If you are accepting on behalf of a company or other entity, you represent that you have authority to bind that entity, and “Client” refers to that entity.

If your organization has a separately signed Master Services Agreement with Buzzed, these Terms do not apply to you — your engagement is instead governed by a Statement of Work issued under that Master Services Agreement. Please contact us if you're unsure which applies.

2. The Service

A “Customer Engineer Hours block” (a “Block”) is a fixed quantity of hours with a Buzzed engineer (the “Customer Engineer”), purchased on a not-to-exceed, time-and-materials basis. The number of hours, the hourly rate, and the total fee for your Block are stated on the order/checkout page you completed, and are incorporated into these Terms by reference (your “Order”).

This is an open-form advisory engagement: there is no fixed list of deliverables the way there would be in a build project. You direct what the Customer Engineer focuses on, within the bounds of Section 3 below, and the engagement is bounded by hours, not by itemized deliverables.

3. Scope of Services

What's included. Within your Block of Hours, the Customer Engineer will:

• Join calls and working sessions with you, scheduled as needed;
• Produce written technical specifications, requirements documents, and architecture recommendations on topics you direct — for example, identifying where your workflows can be automated and what it would take to build that;
• Provide strategic and technical advisory input, including build-vs-buy assessments, vendor or tooling evaluation, and prioritization recommendations;
• Provide asynchronous support over email or a shared channel, billed against your Block; and
• Deliver a closing summary once your Block is exhausted, or at completion, recapping findings, recommendations, and suggested next steps.

What's not included. The following are out of scope under these Terms and require a separate, written Statement of Work or new Order:

• Hands-on implementation, coding, configuration, or deployment work. These Terms cover advice, specs, and recommendations — not building. If you want Buzzed to build anything identified during your Block, that's a separate engagement;
• Ongoing managed services, hosting, or infrastructure operations;
• Formal compliance audits, certifications, or attestations (SOC 2, HIPAA, PCI, etc.);
• Project management of your internal team or other vendors; and
• Any continued access to a Customer Engineer once your Block is exhausted — that requires purchasing another Block or a new engagement.

4. Hours, Tracking & Expiration

• Buzzed tracks time spent on calls, working sessions, async support, and preparing written work product against your Block in quarter-hour increments, and will share a running tally on request.
• Hours not used within the validity window stated on your Order (or, if none is stated, within ninety (90) days of your Engagement Start Date) expire and are forfeited, without refund.
• If you'd like additional hours — before or after your original Block is used up — that requires a new Order or written addendum at Buzzed's then-current hourly rate.
• If it becomes apparent your request will exceed your remaining Block, Buzzed will let you know before doing the additional work. We will not bill you beyond the total fee on your Order without your prior authorization (for example, purchasing an additional Block).

5. Fees & Payment

• The total fee for your Block is due in full at checkout, processed via Stripe. Work begins once payment is received.
• All fees are quoted and payable in U.S. dollars and are exclusive of any applicable sales, use, or similar taxes, which you are responsible for if owed.
• No refunds for unused hours. Because your Block is reserved capacity with a specific engineer, fees are non-refundable once work has begun, including for hours left unused at expiration. If you believe you were charged in error, contact us at hi@buzzedtech.com within ten (10) days of your charge.
• If Buzzed is unable to begin or complete your engagement for reasons within Buzzed's control, Buzzed will refund the unused portion of your Block.

6. Scheduling & Your Cooperation

Calls and working sessions are scheduled as needed, by mutual agreement — there's no standing recurring call cadence under these Terms. To get the most out of your Block, you agree to:

• Designate a primary point of contact authorized to direct the Customer Engineer's focus areas;
• Provide timely access to relevant stakeholders, systems, documentation, and context needed to do the work; and
• Provide reasonably timely feedback on specs and recommendations so work can proceed without unplanned delay.

Delays caused by your unavailability or slow feedback do not extend your hours' validity window and may reduce the amount of substantive work completed within it.

7. Work Product & Intellectual Property

• Upon full payment, you own the specifications, written recommendations, and similar work product specifically prepared for you under your Order (“Work Product”).
• Buzzed retains all rights in its pre-existing methodologies, frameworks, templates, and general know-how. These may be reflected in the Work Product as a vehicle for delivering it, but are not assigned to you.
• Work Product is advisory in nature. You are solely responsible for decisions made in reliance on it, subject to the limitations in Section 10 below.
• Buzzed may use anonymized, non-identifying learnings from your engagement to improve its services generally, but will not disclose your confidential information in doing so.

8. Confidentiality

Each party may share non-public information with the other in the course of this engagement (“Confidential Information”). Each party agrees to use the other's Confidential Information solely to perform or receive the Services, to protect it with reasonable care, and not to disclose it to third parties without consent, except to personnel and advisors bound by confidentiality obligations at least as protective as these. These obligations survive for three (3) years after your engagement ends, and indefinitely for trade secrets. Standard exceptions apply for information that is or becomes public through no fault of the receiving party, was already known, is independently developed, or must be disclosed by law (with notice where legally permitted).

9. Disclaimers

Buzzed will perform the Services in a professional and workmanlike manner consistent with industry standards. Other than that, the Services and any Work Product are provided “as is,” and Buzzed disclaims all other warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

Recommendations, specs, and strategy produced under these Terms are advisory. Buzzed does not warrant that any recommendation will achieve a particular business outcome, and you are responsible for evaluating and validating recommendations before acting on them.

10. Limitation of Liability

Neither party is liable for indirect, incidental, special, consequential, or punitive damages, including lost profits or lost data, arising out of or related to these Terms or your engagement, even if advised of the possibility of such damages.

Except for a party's fraud or willful misconduct, each party's total cumulative liability arising out of or related to your engagement will not exceed the total fees you actually paid for the Block of Hours giving rise to the claim.

11. Term & Cancellation

• Your engagement begins on your Engagement Start Date and ends on the earliest of: your Block of Hours being exhausted, your hours' validity window expiring, or delivery of the closing summary described in Section 3.
• This is a one-time, bounded engagement under these Terms and does not automatically renew. Continuing to work with Buzzed afterward — for more hours, or for a build engagement based on this engagement's findings — requires a new Order or Statement of Work.
• Either party may terminate early for the other party's uncured material breach of these Terms, with written notice and fifteen (15) days to cure. If you terminate for Buzzed's uncured breach, Buzzed will refund fees for hours not yet used.

12. Relationship of the Parties

Buzzed is an independent contractor, not your employee, agent, partner, or joint venturer. Buzzed retains control over the manner and means of performing the Services and is responsible for its own personnel's taxes and benefits. Buzzed may use subcontractors, remaining responsible for their performance and ensuring they're bound by confidentiality and IP obligations no less protective than these Terms.

13. Governing Law & Dispute Resolution

These Terms are governed by the laws of the State of New York, without regard to conflict-of-laws principles. The parties will first attempt to resolve any dispute through good-faith negotiation between senior representatives. If unresolved within thirty (30) days, the dispute will be submitted to binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, seated in New York, New York, before a single arbitrator. Either party may still seek injunctive relief in court to protect its intellectual property or confidential information.

14. General

• Entire agreement. These Terms, together with your Order, are the entire agreement between you and Buzzed regarding your Customer Engineer Hours engagement, superseding prior discussions on the same subject.
• Changes to these Terms. Buzzed may update these Terms from time to time; the version in effect on the date of your Order governs that engagement. Material changes will be reflected by an updated “Last updated” date above.
• Assignment. Neither party may assign these Terms without the other's written consent, except Buzzed may assign them in connection with a merger, acquisition, or sale of substantially all of its assets.
• Severability. If any provision of these Terms is found unenforceable, the remaining provisions remain in full force, and the parties will negotiate in good faith to replace it with an enforceable provision reflecting the original intent.
• Force majeure. Neither party is liable for delays caused by events beyond its reasonable control, including natural disasters, war, civil unrest, government action, pandemic, or third-party service outages.

15. Contact

Questions about these Terms or your engagement? Reach us at hi@buzzedtech.com.