Service Policy Statement
The following Service Policy Statement outlines the terms and conditions that apply to all services contracted through MIT Group, Inc. dba XPERTECHS. By reviewing this Policy Statement, you are confirming your understanding of these conditions.
Services may be purchased from MIT Group on an as-needed basis or through our Network Support Agreement (NSA), which provides ongoing proactive and emergency administration services. Until the customer signs a Network Support Agreement, service will be provided as needed on a time and material basis. These conditions apply to this and all future orders for services. MIT Group reserves the right to change these policies or rates at any time.
Call Cancellation Policy
Once a service call is scheduled and resources have been allocated there is a minimum cancellation charge of one hour that will be billed in order to cover our cost associated with service coordination. If a call is cancelled after technical resources have already been dispatched and are in route to your site or already at your site, our stated billing increments will apply.
Authorized User Policy
By signing this Policy Statement, you are giving MIT Group the right to accept verbal orders for service. Verbal service orders will be billed according to the rates and policies as stated herein. To prevent unauthorized orders, we request that you provide an Authorized User List (see attached). Include in this list only the names of people within your organization who have the authorization to request products or services on behalf of your company. Without an Authorized User List, MIT Group reserves the right to accept orders and bill for services requested by any representative of your company.
Material and Parts Requirements
Orders for service cover labor only. If additional parts or materials are required to complete the service, they will be billed separately and payment will be due upon receipt.
Standard Contract Terms and Conditions
a. The client is responsible for creating complete backups to all systems prior to any service work being performed by MIT Group. MIT Group is not responsible for any data loss or damage caused by work performed on Customer equipment or network.
b. Above rates are based on the standard business hours of 8:30 a.m. through 5:30 p.m., Monday through Friday, excluding Holidays. Time-and-a-half rates will apply for services performed outside of standard business hours.
c. This agreement will become effective when signed by customer and MIT Group and will continue until terminated by either party upon 30 days prior written notice.
d. The overall effectiveness of service performance by MIT Group and as outlined in this agreement is contingent upon the accuracy, timeliness and completeness of the information provided by the client. Any significant deviations of information, schedules, coordination with the client or other vendors may result in a lower quality of outcome, additional charges, or both.
e. MIT Group shall not be liable for special, indirect, incidental or consequential damages, even if advised in advance of the possibility of such damage, whether based in contract, tort or strict liability, arising from the provision of services hereunder, the failure to provide services, or any delay in the provision of service. The customer’s right to recover damage caused by MIT Group’s fault or negligence or the fault or negligence of any required third parties providing service or repair work hereunder shall be limited to monies actually paid by the Customer hereunder. This limitation shall apply regardless of the form of action. Any action against MIT Group must be brought within three (3) months of the alleged act or omission-giving rise to damages.
f. MIT Group shall not be liable for delay in furnishing or failing to furnish service if such delay is caused by an act of God, strike, governmental action or any cause beyond the reasonable control of MIT Group.
g. Invoices are due and payable on presentation. All invoices over 30 days are subject to a 1 ½% per month (18% per annum) finance charge, plus all collection, attorney and/or court costs.
h. MIT Group may at any time adjust its basic charges for Services, Parts and Travel related charges upon thirty (30) days prior written notice.
i. This policy statement expresses the entire understanding of the parties hereto. There are no other understandings, representations or warranties, expressed or implied which in any way limit, extend, define, or relate to the provisions of this Service Policy Statement.
j. The customer shall not, without MIT Group’s prior written consent, directly or indirectly, offer or solicit for employments or for engagement in a consulting or similar capacity, any of MIT Group’s employees or contractors who have been involved in selling, managing, planning, developing, implementing or overseeing the provision of products or services to the customer for a period of two years following the last period of scheduled service.
k. If the customer breaches any of the terms of this contractual agreement, whether verbally or in writing, MIT Group may, in addition to any other legal remedy it may have, cancel the agreement effective upon written notice to the customer.
Acceptance of Service Policy Statement
I have read and understand the terms and conditions of MIT Group’s Service Policy Statement. I affirm that I am a representative of my company and that I have the authority to do business on behalf of my company.