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.
Starter Plan
- Includes:
- Up to 2 hours of remote support per month
- Basic Cybersecurity Protection
- Remote help desk support only
- Exclusions:
- Additional support hours billed at $125/hour
- No network, server, or cloud service management
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
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