By conducting business with us, you agree to the following terms of service:
Effective: August 31, 2023
Please note that delayed payments occurring more than once will render the signed service agreement void!
Payment Terms
We offer generous payment terms, requiring payment by the 15th day of the month following the provision of services and the purchase of hardware. In certain instances, this requires us to carry costs for up to 45 days, as we pay for hardware or software that has been installed and is already in use by the client.
Should payment be received after the 15th day of the month specified in our agreement, you acknowledge that the service agreement becomes void and our support automatically transitions to “Best Effort” service. While many clients find the “Best Effort” service level sufficient, please note that it carries no performance guarantees!
Reinstatement to agreement-level service is available for a fee of $800 plus applicable taxes. You may request and pay this fee at your convenience, and the Service Level Agreement will be reinstated within seven business days of receipt. We do not proactively solicit this fee; it is the client’s choice whether to reinstate guaranteed service levels.
Service Levels
“Best Effort” service is provided based on technician availability after prioritizing clients with active agreements. Response times may range from five minutes to over two days, depending on the severity of the emergency and the availability.
Response Times:
- 4-Hour Emergency Response: Defined as a critical outage where work is impossible for everyone (e.g., server or email downtime).
- Same-Day Response: Applies to all requests received by 12:00 PM on that same business day.
Emergency status is determined according to industry best practices rather than individual user assessment. Please note that for clients who maintain timely payments, we typically deliver service within minutes, consistently outperforming industry averages.
Data Security
Due to the evolution of AI, software vulnerabilities are increasingly subject to exploitation; we cannot control these external factors. We remain committed to working with you to mitigate risks and ensure preparedness, but we cannot offer any guarantees, no one can.
We also cannot predict user behavior; users may inadvertently engage in high-risk activities—such as clicking suspicious links or scanning QR codes in attachments—without reporting them. Furthermore, granting users local administrator privileges on their devices as it is sometimes requested, allows for the installation of unauthorized software, which may expose systems to security vulnerabilities.
Limitation of Liability
In no event shall we be liable to the Client, or any of its employees, agents, contractors, or third parties, for any loss of profit, loss of business, or any indirect, incidental, special, consequential, exemplary, or punitive damages arising out of or related to our service agreement, even if we have been advised of the possibility of such damages.
Our total aggregate liability to the Client for any claims arising out of or related to our service agreement shall not, in any event, exceed the total amount paid by the Client to us for services during the specific month in which the claim arose.
Professional Conduct
Inappropriate conduct (including inappropriate language) toward our technicians will automatically void the service agreement. In such instances, we reserve the right to cancel the agreement or delay the service. We will assist in your transition to a new provider; however, please note that response times may be impacted following such incidents.