Terms & Conditions

Tech One Solutions LLC

Last Updated: [Insert Date]

1. Definitions

“Company” refers to Tech One Solutions LLC.
“Client” refers to any individual or entity with an active, paid service agreement.
“Ticket” refers to a request submitted through the Company’s ticketing system.
“Services” include IT help desk support (Tier 1–Tier 4), system administration, consulting, infrastructure support, healthcare IT support, and related technical services.

2. Scope of Services & Engagement

Tech One Solutions LLC provides IT services strictly on a project-based and/or flat-rate pricing model, unless otherwise agreed upon in writing.

Work commences only after:

Receipt of a down payment (if applicable), or
Confirmation of an approved service agreement or ticket authorization

Final payment is due upon project completion or ticket resolution. The Company reserves the right to suspend or terminate services for unpaid balances.

3. Ticketing System Terms of Use

The ticketing system is intended exclusively for active clients or authorized representatives.

Ticket Handling

Tickets are prioritized by severity, service tier, and scope
Submission of a ticket does not guarantee service without a valid agreement
Tickets may be rejected, paused, or closed if:
- Payment is overdue
- The request exceeds the agreed scope
- Required access or information is missing
- The requester is not an active client
- The request is abusive, repetitive, or unreasonable

Unauthorized use of the ticketing system is strictly prohibited.

4. Service Levels (Tier 1–Tier 4)

Tier 1 – Basic Support

Password resets
User access issues
Basic troubleshooting
Software guidance

Tier 2 – Intermediate Support

Network troubleshooting
Application errors
System configuration
Device and OS issues

Tier 3 – Advanced Support

Server administration
Infrastructure troubleshooting
System optimization
Escalated technical issues

Tier 4 – Expert / Vendor-Level Support

Architecture & infrastructure planning
Security incidents
Vendor coordination (e.g., ISPs, EHR vendors)
Mission-critical systems support

5. SLA (Service Level Agreement)

Response times are best-effort estimates, not guarantees, unless specified in writing.

PriorityExampleResponse Target

CriticalSystem outageSame business day

HighMajor service degradation1 business day

MediumNon-urgent issue2–3 business days

LowGeneral requestAs scheduled

SLA timelines may be affected by:

Third-party vendors
Client delays
Scope changes
Force majeure events

6. Scope Changes & Additional Services

Requests outside the original scope require additional fees. The Company will not proceed without approval.

Delays may occur due to:

Late payments
Client-requested changes
Additional services added
Missing credentials, access, or approvals
Vendor dependencies

All timelines are estimates and subject to change at Tech One Solutions LLC’s discretion.

7. Satisfaction Guarantee (Limited)

Tech One Solutions LLC guarantees satisfaction only within the scope of the original agreement.

We are not responsible for:

Unreasonable expectations
Requests requiring unpurchased services
Outcomes dependent on third-party systems

Once a service, task, or ticket is approved, it is deemed complete and accepted.

8. Project Closure & Inactivity

Unless otherwise specified, projects are closed after three (3) months from the first payment or last activity.

After closure:

No further work will be performed
Tickets may be permanently closed
A new agreement is required to resume services

9. Refund Policy

Refunds may be issued only for unused services, subject to review.

No refunds will be provided for:

Completed work
Approved ticket resolutions
Time already spent
Third-party costs or licenses

10. HIPAA & Healthcare Compliance

When providing services to healthcare entities, Tech One Solutions LLC operates in accordance with HIPAA guidelines where applicable.

Clients remain the Covered Entity
Tech One Solutions LLC acts as a Business Associate only if a BAA is executed
The Company is not liable for client misuse, misconfiguration, or policy violations

Clients are responsible for:

Data integrity
User access control
Compliance training
Proper system usage

11. Data Security & Payment Processing

We use secure, reputable third-party providers for payment processing.

No full credit card data is stored
Clients are responsible for transaction fees
Security safeguards are implemented, but no system is 100% immune

12. Limitation of Liability

To the maximum extent permitted by law, Tech One Solutions LLC shall not be liable for:

Lost profits or revenue
Business interruption
Data loss not caused by gross negligence
Third-party failures
Indirect or consequential damages

Total liability shall not exceed the amount paid for the services giving rise to the claim.

13. Harassment, Abuse & Non-Client Misuse (STRICT)

Tech One Solutions LLC enforces a zero-tolerance policy for harassment, threats, abuse, or misuse of services.

This includes:

Non-clients submitting tickets
Repeated unwanted contact
False claims or bad-faith demands
Harassment of staff
Attempts to coerce free services

The Company reserves the right to:

Permanently block access
Close all tickets immediately
Preserve evidence
Pursue civil legal action
Seek damages, legal fees, and injunctions

Companies or individuals who harass Tech One Solutions LLC without being a client may be subject to lawsuits.

14. Governing Law & Jurisdiction

These Terms are governed by the laws applicable to Tech One Solutions LLC’s jurisdiction. All disputes shall be resolved exclusively in the appropriate courts of that jurisdiction.

15. Contact

For questions regarding these Terms and Conditions, contact Tech One Solutions LLC through official website channels only