Service Terms

These Service Terms supplement any proposal, statement of work, managed services agreement, onboarding document, order form, or written service plan between OpenTech Support and a client. If there is a conflict, the signed client agreement controls unless these Service Terms expressly say otherwise.

1. Services Covered

Services may include, where applicable:

• managed IT support and help desk services,
• remote support and troubleshooting,
• monitoring, alerting, maintenance, and patching,
• cybersecurity services and protective controls,
• cloud backup, recovery, and business continuity support,
• Microsoft 365 and related cloud administration,
• incident response and remediation assistance,
• infrastructure projects and consulting.

2. Client Responsibilities

The client is responsible for:

• providing accurate information and timely access to systems, users, and contacts,
• maintaining valid software, hardware, and third-party licensing where required,
• protecting credentials and promptly reporting suspected compromise,
• reviewing service recommendations and implementing decisions requiring client approval,
• maintaining lawful authority over systems, accounts, and data for which support is requested.

3. Remote Access Authorization

By requesting support or managed service delivery, the client authorizes OpenTech to use remote management, monitoring, or support tools as reasonably necessary to diagnose, maintain, secure, or remediate covered systems.

OpenTech is not responsible for pre-existing issues, unsupported systems, or damage arising from inaccurate client instructions, hidden defects, or third-party platform failures.

4. Security and Incident Handling

OpenTech may take reasonable steps to investigate, isolate, contain, or mitigate security threats affecting covered systems. Some actions may require urgent intervention, temporary access restrictions, or service disruption to reduce risk.

Unless expressly agreed in writing, OpenTech does not guarantee prevention of every incident, attack, compromise, or loss event.

5. Backups and Recovery

Backup services, where purchased, are subject to platform, retention, storage, scope, and restoration limitations. Not all files, systems, applications, configurations, or cloud workloads may be recoverable in all circumstances.

Recovery outcomes depend on factors including backup health, corruption status, client environment changes, third-party availability, and the scope of purchased services.

6. Service Availability and Response Targets

Response targets, support windows, escalation terms, and service levels depend on the client’s selected plan, written agreement, and the nature of the issue. Target response times are goals unless expressly stated as binding service levels in a signed agreement.

7. Exclusions

Unless expressly included in a written agreement, services do not automatically include:

• hardware procurement or replacement costs,
• third-party subscription fees or license renewals,
• after-hours emergency response,
• custom development, major project work, or onsite service,
• legal, regulatory, insurance, or compliance certification advice.

8. Fees and Payment

Fees, billing schedules, and payment terms are governed by the applicable quote, order, proposal, or client agreement. Late payments may result in service suspension where permitted by contract and law.

9. Confidentiality

OpenTech will use reasonable measures to protect client confidential information and limit internal access to personnel or contractors with a legitimate need to know for service delivery, operations, security, or compliance.

10. Limitation of Liability

To the maximum extent permitted by law, OpenTech will not be liable for indirect, incidental, consequential, special, or punitive damages, including loss of revenue, profit, data, or business interruption, except as otherwise required by a signed written agreement or applicable law.

11. Changes

We may update these Service Terms from time to time. Updated terms become effective when posted unless a different effective date is stated.

12. Contact

Questions about service terms may be sent to:

Email: [email protected]