This Terms of Services (this “Agreement”) is between the legal entity or entities that accept(s) this Agreement by physical or electronic signature, or by a click-through acceptance (“Customer”), and the applicable iTecs entity as (“iTecs”). This Agreement is effective as of the earlier of the date set forth on the signature page hereto or the date on which this Agreement is accepted through an accompanying Order Form, as applicable (such date, the “Effective Date”).
This Agreement applies to all Services provided by iTecs, including any, Support Services or Professional Services performed by iTecs, and any Hardware provided by iTecs with Software pre-installed. If Customer is bound to more than one agreement with iTecs with respect to the Software or the Service(s), and if those agreements terms vary, then the order of precedence of those agreements is as follows: an agreement executed by iTecs and Customer that expressly supersedes all other agreements, an electronic version of an agreement accepted pursuant to an Order Form or formal written quote, and any other electronic agreement provided with the Software.
(a) Support is provided to the Client between the hours of 7 a.m. to 10 p.m. Central Standard Time (“Regular Business Hours”). Outside of Regular Business Hours support requests are monitored by the iTecs on-call technician who may or may not be able to respond immediately to requests.
(b) During Regular Business Hours iTecs agrees that service requests made by the Client will not exceed a four (4) hour response time.
(c) During Regular Business Hours for an emergency, life-threatening request, iTecs will make all reasonable attempts to respond within one (1) hour.
(d) In the event of an emergency requiring immediate onsite IT support, iTecs commits to a four (4) hour turnaround time during Regular Business Hours. We will strive to address these urgent issues as rapidly as possible within this timeframe.
(e) For non-emergency, onsite IT support requests, iTecs operates with a minimum 24-hour turnaround time during Regular Business Hours. Please note that this means requests made may not be attended to until the next business day, depending on the timing of the request and our existing support schedule. This schedule is designed to ensure that our team is able to provide the most effective and efficient support for all of our clients. Your understanding and cooperation are appreciated.
(f) It is imperative to clarify that iTecs does not undertake specific types of technical tasks which include, but are not limited to, the installation or maintenance of cabling infrastructure, physical repairs of devices that have been damaged or compromised, or services related to the relocation of technology equipment. Our scope of service is primarily focused on the delivery of digital and network solutions consistent with the standard practices of a Managed Service Provider (MSP).
(g) iTecs does not engage in activities related to the disposal of packaging materials, waste, or any form of technology-related refuse. Additionally, services related to computer recycling, or any form of electronic waste management, are outside of the purview of our responsibilities as your Managed Service Provider (MSP).
(h) iTecs is amenable to assisting with the relocation of computer equipment within the same floor of a premises, from one workspace to another. However, it is important to note that our services do not extend to the movement or rearrangement of furniture. Such tasks are outside the remit of our responsibilities as a Managed Service Provider (MSP). Please ensure the appropriate arrangements are made for furniture movement, if required, to allow for the efficient relocation of your computer equipment.
(i) Please be aware that iTecs does not employ developers or database administrators as part of our team. Consequently, we are unable to offer services that involve coding or the manipulation of data within databases. Our commitment as a Managed Service Provider (MSP) centers on network and digital solutions, and it is crucial to recognize that specific tasks requiring specialized coding skills or direct interaction with databases fall outside the scope of our capabilities.