Last Update: March 15 2025
1. Introduction
Welcome to Monocle IT Solutions ("Company," "we," "our," or "us"). These **Terms of Service ("Terms") govern your use of our managed IT services, cloud solutions, cybersecurity offerings, and related technical support ("Services").
By using our Services, you agree to comply with these Terms. If you do not agree, you must discontinue using our Services.
2. Definitions
- Client: The individual or business entity using our Services.
- Services: Managed IT services, cloud hosting, cybersecurity solutions, technical support, and related offerings.
- Agreement: The contract between Monocle IT Solutions and the Client, including these Terms and any signed service agreements.
- Confidential Information: Any non-public business, financial, or technical information exchanged between parties.
3. Services Provided
We provide the following managed IT services:
- Network and infrastructure management
- Cloud computing and data backup
- Cybersecurity solutions
- Technical support and helpdesk services
- Software and hardware procurement
- IT consulting and advisory services
Services are provided as per individual service agreements signed with Clients.
4. Client Responsibilities
Clients must:
- Provide accurate and complete information necessary for service delivery.
- Ensure their systems meet technical requirements.
- Use our Services in compliance with applicable Canadian laws.
- Maintain proper licensing for third-party software used with our Services.
- Not engage in unauthorized access, distribution, or misuse of our Services.
5. Fees and Payment Terms
- Services are billed as per the client accepted service agreement.
- Payments must be made within the invoicing period specified (Net 30 days).
- Late payments may incur interest charges (2%) or service suspension.
- Pricing is subject to change with prior notice.
All fees are subject to applicable Canadian taxes (e.g., **GST/HST/PST**).
6. Service Level Agreements (SLAs)
We commit to service uptime and response times as outlined in Client agreements.
- Support Hours: Monday to Friday 8:00AM EST to 6:00PM EST (excluding statutory holidays)
- Emergency Support: Available 24/7 (subject to availability or contract)
- Response Time Guarantee: Non-critical response time within 24-72 hours of creating a service ticket. Critical issues will be addressed within 4 hours of creating a service ticket.
While we strive to meet SLA targets, we are not responsible for **force majeure** events affecting service performance.
7. Data Privacy and Security
We adhere to Canadian privacy laws, including the 'Personal Information Protection and Electronic Documents Act' (PIPEDA).
- Client Data Ownership: Clients retain ownership of their data.
- Data Security: We implement encryption, access controls, and security monitoring.
- Third-Party Services: Some services may involve third-party providers, subject to their own privacy policies.
Clients are responsible for securing access credentials and complying with data protection best practices.
8. Confidentiality
Both parties agree to:
- Keep Confidential Information secure.
- Not disclose or use Confidential Information outside of business purposes.
Exceptions apply where disclosure is required by law.
9. Acceptable Use Policy
Clients must not use our Services for:
- Illegal activities (e.g., hacking, fraud, or copyright infringement).
- Disruptive behavior (e.g., spamming, DDoS attacks).
- Unauthorized reselling of our Services.
Violations may result in service suspension or termination.
10. Limitation of Liability
To the extent permitted by Canadian law:
- The limit of technical support offered is exclusively determined by Monocle IT Solutions.
- We are not liable for indirect damages, including data loss, business interruptions, or lost profits.
- Liability is limited to the amount paid by the Client in the preceding 6 months.
- Clients must implement their own data backup solutions unless explicitly provided by us.
- Cloud services require a minimum connection speed of 50mbps synchronous per 15 users.
11. Termination of Services
Either party may terminate Services:
- With written notice as per the contract terms.
- Immediately (with penalty if subject to early cancellation fee), if the other party breaches these Terms.
Upon termination, the Client must cease using our Services, and any outstanding fees remain payable.
12. Governing Law and Dispute Resolution
These Terms are governed by the laws of Canada and the province of Ontario.
Disputes will first be resolved through **good faith negotiations**. If unresolved, parties may pursue mediation or arbitration.
13. Changes to These Terms
We reserve the right to update these Terms. Clients will be notified of material changes, and continued use of Services constitutes acceptance of the updated Terms.
14. Contact Information
For questions about these Terms or our Services, contact us:
📧 Email: compliance@monocleitsolutions.com
📞 Phone: (877) 773-1183
🏢 Address: 22 King Street S, Suite 300, Waterloo, Ontario N2J 1N8
