Response Times and Estimated Resolution Time: YWCTT will attempt to respond to tickets that are; emailed, called, or entered into our ticket portal, at a time that meets the demand for the priority of the issue. You may reach out any time after a ticket has been submitted to get updated information on the ticket or visit the ticket portal for information on your ticket.
Impact of Upgrades and Repairs: Please be advised that it is your responsibility to understand the impact of repairs and upgrades on your Technology Infrastructure covered in this agreement. It’s common for loss of browsing history and saved website information such as passwords. Some upgrades may not be compatible with applications that your business uses. Computer hardware and software work together and incompatibility may not become apparent until a later date. The client is responsible for reaching out to specialty software manufacturers to acquire compatibility information that will allow us the ability to support you with your technology needs.
Liability: YWCTT’s liability for damage to your equipment is limited only to any damage which is determined to be caused by YWCTT’s negligent acts or negligent omissions. Our liability is limited to the total price we charged you for our services for the disputed billing period, repair, or service call only.
Loss of Data: Data is the most important part of business infrastructure because it is often irreplaceable. Due to any repair, data may get damaged or at worst, deleted. Be aware that certain repairs, including but not limited to viruses, malware, spyware, and ransomware removal, may damage infected software and/or data installed on your systems. This may require the re-installation of your operating systems, programs, and if possible, your data. YWCTT will not accept liability for any loss of data as a result of a workstation and/or server repair request. We take steps to backup data prior to work but ultimately you are responsible for backing up your own data.
Privacy: We are professionals, and our technicians and administrators will not browse through your systems looking at your data: however, they may inadvertently see data during the course of their work. Our technicians maintain Texas CJIS clearance and are held to the criminal penalties and standards they require.
Scope of Work: YWCTT will only perform work agreed upon and provide services within the scope of the managed services agreement, or repair request. This includes covered network systems, servers, and workstations. For MSA: We will provide unlimited remote services work on these systems under this agreement, including but not limited to security patches, anti-virus delivery, and software deployment, within normal business hours. We will never be responsible for the support of any devices not mentioned and billed for in our agreement or specifically listed in the work request, ticket, or service order.
Ransomware/Phishing/Malware: Over 99% of all ransomware attacks and issues result from improper actions by your own employees, often when doing personal business at work or purely from a lack of training. YWCTT will protect/warn/train your employees at every turn. We include many layers of protections and detection software to help but ultimately the level of cooperation and willingness to require training of employees along with proper backups and complying with recommended safe practices that are the determining factors in all of these impacting situations.
Your Way Computer Tech Team (YWCTT) will provide Client with the IT Managed Services as requested and only in the written contract signed by both parties.
We provide our support contract or MSA clients with unlimited Remote & Telephone Support during business hours and most issues are resolved using our powerful remote management software for the monthly stated cost. Should the Client require On-Site, or after-hours services, YWCTT will invoice at the current support client rate plus mileage.
Upgrading or replacing hardware normally requires on-site service. Fees do not include the cost of new or replacement hardware, software, cabling or other equipment that may be required to complete the job or perform services under an agreement.
Auto-renewals of contracts will not guarantee the pricing will not increase, only that we will continue to support your devices because our costs rise periodically and we cannot predict future prices for licensing and or labor. The only way to lock in pricing is to have a signed contract for the year mentioned. If at any time a price increase occurs, the client has the option of paying the previously billed rate and canceling services in 30 days or paying the new rate.
Quotations or Estimates never include a guarantee of labor cost, we always invoice for actual time spent on a job and the client/customer agrees to pay us for that time.
Unless payment terms have been made in advance, all amounts are due on receipt of services.
Any amount not paid within 30 days of the due date of each invoice shall be subject to a late charge of $20 per invoice monthly or the maximum interest charge permissible under applicable law, payable on demand.
All services are provided in good faith and any charges not disputed by Client in writing within 10 days of the receipt of an invoice will therefore be deemed approved and accepted by Client.
Any legal fees incurred or time spent attempting to collect a debt or unpaid balance will be the financial responsibility of the client/customer.
If paying by Credit Card, YWTT, INC. Dba Your Way Computer Tech Team will add a convenience fee to the amount due and payable and the Client/Customer agrees to pay this fee or submit payment in an alternate method.
This is a living document and will change as required to cover all aspects of our work provided.
