Term and Conditions – Innovate Shield

General Terms

Each user is allowed up to 5 support tickets per month. Additional tickets may incur an extra charge.
Each support ticket will be considered resolved and closed if the client does not respond within 2 business days.
Support is provided based on the chosen plan. Clients requiring emergency support outside of business hours will be billed at applicable rates.
Clients are solely responsible for their data management, backup, and recovery. We do not assume liability for data loss due to negligence, security breaches, or unexpected incidents.
Any custom projects or IT developments beyond the plan’s scope will require a separate agreement.

Price: $75 per user/month
Includes:
- Help Desk Support during business hours (9 AM – 5 PM CST)
- Basic Cybersecurity Protection: Antivirus and firewall management
- Software Updates and Patch Management
- Limited Device Management: Support for up to 2 devices per user
Exclusions:
- No server or network support
- Emergency support outside business hours is billed at $150/hour
- Only 30 minutes per ticket are allocated for issue resolution. Additional time will be billed separately.

Price: $100 per user/month
Includes:
- All features in the Basic Plan
- Advanced Cybersecurity Measures
- Data Backup and Recovery
- Network Monitoring
- Device Management: Support for unlimited user devices
Exclusions:
- No server support
- Weekend emergency support billed at $100/hour
- Each ticket has a 45-minute support cap. Extended support is billed separately.

Price: $150 per user/month
Includes:
- 24/7 Help Desk Support
- Cloud Services Management
- On-Site Support (up to 3 visits/year, travel expenses covered by the client)
- IT Strategy Consulting
- Device Management: Comprehensive support for all user devices
- Monthly Update Review: Regular system performance and update checks
Exclusions:
- No custom IT project management
- Each ticket has a 1-hour support cap. Additional time is billed separately.