1. Service Agreement
These Terms of Service ("Terms") govern your use of managed IT services provided by Quality IT Solutions ("Company," "we," "us," or "our"). By engaging our services, you ("Client" or "you") agree to these Terms.
Services Provided
- Managed IT services and support
- Network monitoring and maintenance
- Cybersecurity protection and compliance
- Cloud solutions and data backup
- Help desk support and technical assistance
2. Service Level Agreements (SLA)
🕐 Response Times
- Critical: 15 minutes
- High: 2 hours
- Medium: 4 hours
- Low: Next business day
📈 Uptime Guarantee
- Network: 99.9% uptime
- Monitoring: 24/7/365
- Credits: Applied for SLA breaches
- Reporting: Monthly uptime reports
🛡️ Security Standards
- Monitoring: Real-time threat detection
- Updates: Automated patch management
- Backup: Daily automated backups
- Compliance: HIPAA, SOX, PCI DSS
📞 Support Availability
- Emergency: 24/7/365
- Phone: 8 AM - 6 PM EST
- Email: 24/7 monitoring
- Portal: Always available
3. Client Responsibilities
Information and Access
- Provide accurate and complete information about your IT environment
- Grant necessary access to systems and networks for service delivery
- Notify us promptly of any changes to your infrastructure
- Maintain current contact information for service communications
Cooperation and Communication
- Respond to service requests and information requests promptly
- Follow recommended security policies and procedures
- Report security incidents immediately
- Participate in scheduled maintenance windows
4. Payment Terms
Billing and Payment
- Payment Terms: Net 30 days from invoice date
- Late Fees: 1.5% per month on overdue amounts
- Payment Methods: Check, ACH, credit card
- Auto-Pay: Available with 2% discount
Service Suspension
Services may be suspended for accounts overdue by 60+ days, with 30-day written notice. Emergency support remains available during suspension.
5. Data Protection and Privacy
Confidentiality
We maintain strict confidentiality of all client data and information. Our team members sign comprehensive non-disclosure agreements.
Data Security
- Encryption of data in transit and at rest
- Regular security assessments and penetration testing
- HIPAA-compliant handling of healthcare information
- Secure backup and disaster recovery procedures
Data Ownership
You retain full ownership of all your data. We serve as your data processor and follow your instructions regarding data handling.
6. Service Modifications
Changes to Services
We may modify or update services with 30-day written notice. Critical security updates may be implemented immediately with notification.
Client-Requested Changes
- Service upgrades: Available with 30-day notice
- Additional services: Quoted separately
- Emergency changes: Subject to emergency service rates
7. Limitation of Liability
Service Limitations
While we strive for 100% uptime, some factors are beyond our control:
- Internet service provider outages
- Power failures and natural disasters
- Third-party vendor service disruptions
- Client-caused system modifications
Liability Cap
Our total liability is limited to the amount paid for services in the 12 months preceding the claim. We are not liable for indirect or consequential damages.
8. Emergency Support
Emergency Contact
🚨 24/7 Emergency Support
Phone: (561) 379-1799
Email: emergency@qualityitsolutions.net
Portal: client.qualityitsolutions.net
Emergency Definitions
- Critical: Complete system outage affecting business operations
- High: Significant service degradation or security incident
- Medium: Partial service impact with workaround available
- Low: Minor issues not affecting operations
9. Contract Termination
Termination by Client
- 30-day written notice required
- Data retrieval assistance provided for 30 days
- Final invoice includes any pro-rated services
- Equipment return required within 15 days
Termination by Company
We may terminate services for:
- Non-payment after 90 days
- Violation of acceptable use policies
- Client behavior that endangers staff or other clients
10. Compliance and Legal
Regulatory Compliance
Our services are designed to help you maintain compliance with:
- HIPAA: Healthcare information protection
- PCI DSS: Payment card security
- SOX: Financial reporting controls
- GDPR: European data protection
Governing Law
These Terms are governed by Florida state law. Any disputes will be resolved through binding arbitration in Palm Beach County, Florida.
11. Contact Information
General Support
Phone: (561) 379-1799
Email: support@qualityitsolutions.net
Hours: Mon-Fri 8 AM - 6 PM EST
Account Management
Email: accounts@qualityitsolutions.net
Billing: billing@qualityitsolutions.net
Legal & Compliance
Email: legal@qualityitsolutions.net
Privacy: privacy@qualityitsolutions.net
Business Address
Quality IT Solutions
Boynton Beach, FL 33426
United States