Terms of Service

1. Agreement & Contract Term

Unless a fixed-term agreement is signed, all Computer360 Managed IT services operate on a month-to-month basis. Because our services run on strict monthly billing cycles, we require a minimum of a 30-day calendar notice for all cancellations. Failure to provide a full 30-day calendar notice will result in the billing of an additional subsequent month.

2. Billing, Payments & Suspension

Computer360 fronts the cost for essential software licensing (such as Microsoft 365) on behalf of our clients. Therefore, strict adherence to payment terms is required.

• All monthly invoices are due in advance by the date specified on your invoice (e.g., the 15th, 25th, or last day of the month).
• Late payments may accrue standard industry interest charges.
• Service Suspension: If an account falls between 7 and 14 days in arrears, Computer360 reserves the right to suspend all IT services, including remote support and active cloud licensing, until the balance is settled.

3. Service Level Agreement (SLA) & Response Times

We operate on a “Best Effort” response model. While we do not offer financially backed guaranteed resolution times, we adhere to strict internal targets to ensure rapid support:

• Acknowledgment: Automated acknowledgment within 15 minutes of ticket submission.
• Action: An engineer will begin working on the issue within 2 hours of receipt.
• Operating Hours: Standard business hours are 8:00 AM to 5:00 PM, Monday to Friday.
• Late Submissions: Standard tickets submitted after 3:00 PM will be queued for the following business day, depending on current workload and severity.

4. Fair Use & Scope of Support

Our remote support is truly unlimited, but strictly limited to managed business devices registered on our Remote Monitoring and Management (RMM) system.

• We do not support unmanaged personal devices, home networks, or mobile phones (unless specifically included in a premium mobile management package).
• After-Hours Support: Any support requested outside of standard business hours is considered billable (unless explicitly covered by the Total Assurance package). After-hours support will not be initiated without explicit approval from the registered Point of Contact (PoC) at your company.

5. On-Site Support Policy

Computer360 is a remote-first IT provider. Over 95% of issues are resolved rapidly via our remote tools. On-site support is strictly at the discretion of Computer360 engineers and is only deployed when remote resolution is impossible.

• Proactive Foundation: On-site support is not included. It is billed on an ad-hoc basis and handled on a “best effort” timeline behind priority packages.
• Proactive Partner: Target on-site response within 2 business days (subject to Fair Use).
• Total Assurance: Target on-site response within 1 business day.

6. Hardware & Warranties

Computer360 does not manufacture hardware and does not perform physical hardware repairs. If a device experiences a physical failure, we rely on the manufacturer’s warranty.

• We will solely manage the warranty claim and replacement process for hardware purchased directly through Computer360.
• If you purchased the hardware from a third-party vendor, it is your responsibility to manage the warranty claim with that vendor.

7. Cloud Services, Backups & Cybersecurity Liability

We deploy industry-leading tools to protect your business, but no system is infallible. By utilizing our services, you agree to the following limitations of liability:

• Microsoft 365 & Cloud: We manage these platforms on your behalf, but we are not responsible for global Microsoft outages, server downtime, or sudden pricing changes dictated by third-party cloud vendors.
• Data Backups: While we deploy and monitor automated backups, the client retains ultimate responsibility for their data. Computer360 cannot be held liable for data loss caused by severe hardware destruction, intentional employee sabotage, or catastrophic third-party cloud failure.
• Cybersecurity: We deploy Advanced Endpoint Protection (EDR) and actively monitor your systems. However, cyber threats evolve constantly. Computer360 is not liable for data breaches, ransomware events, or financial losses caused by zero-day exploits, employee negligence (e.g., falling for phishing scams), or a client refusing to implement our recommended security protocols.