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Innovate Shield — Terms and Conditions

Terms and Conditions

General Terms

  • Each user is allocated up to 5 support tickets per month. Additional tickets are billed at standard hourly rates.
  • Tickets automatically close after 2 business days of client non-response.
  • Support is available during business hours unless otherwise specified by plan.
  • Emergency or after-hours support will be billed separately at the prevailing emergency rates.
  • Clients are responsible for their own data security, backup, and recovery.
  • Innovate Shield assumes no liability for data loss, hardware failure, security breaches, or third-party service disruptions.
  • All project work, system migrations, or special IT services must be separately quoted and contracted.
  • Service plans are billed monthly. Invoices are due within 15 days. Late payments may result in service suspension or late fees.
  • Service may be terminated with 30 days written notice by either party.
  • Plans require a minimum service commitment of $300/month.
  • Payment & Minimums: Fees are billed monthly in advance based on active managed users. Each monthly invoice equals the greater of (a) the plan’s per-user total or (b) a $300 monthly minimum (before taxes). Payment terms are Net 15. Past-due balances accrue a 1.5% monthly late fee (or the maximum allowed by law). We may suspend services 10 days after the due date if payment is not received
  • Scope & Projects: Managed plans cover the services listed on the Pricing page (including Device Management as defined below). Migrations, new deployments, custom automation, and material change requests are projects and are quoted separately at $160/hr, unless otherwise agreed in a statement of work.
  • Device Management: Deployment of our endpoint agent, patch management, antivirus/EDR policy configuration, and remote remediation for supported operating systems (Windows 10/11 Pro, macOS 12+). Microsoft/Entra licenses are customer-provided unless otherwise quoted.
  • Support Hours & SLA (lightweight): Business hours are Monday–Friday, 9am–5pm Central Time (U.S. holidays excluded). Initial response within 4 business hours; critical issues within 1 hour. After-hours emergency support is billed at $240/hr unless included in Premium.
  • On-Site Visits: Premium includes up to 3 on-site visits per calendar year within 25 miles of [Your City]. Each visit includes up to 2 hours on site; additional time is $160/hr. Travel beyond 25 miles is billed at $X per mile. 3 business days’ scheduling notice required unless otherwise agreed.
  • Consultations: Direct consultations bill at $160/hr with a 1-hour minimum. Cancellations with less than 24 hours’ notice are charged 1 hour. Consultations contracted via Upwork are subject to Upwork’s platform terms.
  • Term, Renewal, and Cancellation: Plans auto-renew monthly until canceled by either party with 30 days’ written notice. Prepaid months are not prorated on cancellation. We may suspend or terminate for invoices 15+ days overdue, material security risk, or abuse.
  • Data Ownership & Offboarding: Customer owns its data and configurations. Upon termination, we will, on request, provide a commercially reasonable export. We retain operational data for 30 days post-termination. Offboarding assistance is available at $160/hr unless otherwise agreed.

Basic Plan

  • Includes:
    • Help Desk Support (9 AM – 5 PM CST)
    • Basic Cybersecurity Protection
    • Software Updates and Patch Management
    • Limited Device Management (up to 2 devices per user)
  • Exclusions:
    • No server or network support
    • Emergency after-hours support billed at $150/hour
    • 30 minutes maximum per support ticket; extended time billed separately

Standard Plan

  • Includes:
    • All Basic Plan features
    • Advanced Cybersecurity (Endpoint Detection, Threat Response)
    • Data Backup and Recovery Management
    • Network Monitoring
    • Device Management for unlimited devices per user
  • Exclusions:
    • No direct server support
    • Weekend support billed at $100/hour
    • 45 minutes maximum per ticket; additional time billed separately

Premium Plan

  • Includes:
    • 24/7 Help Desk Support
    • Cloud Services Management (Microsoft 365, Google Workspace)
    • Up to 3 On-Site Visits per year (client pays travel expenses)
    • IT Strategy and Technology Consulting
    • Comprehensive Device Management
    • Monthly Performance and Update Reviews
  • Exclusions:
    • Custom IT projects or migrations require separate contracts
    • 1-hour maximum per support ticket; additional time billed separately

Refund Policy

  • All subscription fees are non-refundable.
  • Cancellations take effect at the end of the current billing cycle.
  • No prorated refunds are provided for unused services within the billing cycle.

Cancellation Policy

  • Clients may cancel their subscription by providing 30 days written notice to support@innovateshield.com.
  • Innovate Shield may suspend or cancel Services if any invoice is unpaid or only partially paid; or the Client requests, directs, or implements changes outside the agreed scope of Services, deliverables, or terms without a mutually signed change order or written agreement consistent with these Terms.
  • The service will remain active until the cancellation takes effect.
  • No additional charges will be incurred after the cancellation date.

Dispute Policy

  • If you believe you have been billed in error, please contact us within 7 days at support@innovateshield.com.
  • Innovate Shield will review disputed charges and issue adjustments if necessary.

Privacy

  • Innovate Shield will not sell, share, or misuse client data.
  • We collect and use only the information necessary to deliver services.
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