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The purpose of this Terms of Service (TOS) is to outline the terms and conditions for the services provided by Key Tech Services (KTS) to its clients.
This TOS applies to all clients who are requesting support or services from Key Tech Services.
KTS provides support via email and phone. For non-urgent issues, clients are required to contact KTS via email at [email protected]. For urgent issues, clients may contact KTS via our support email, direct email to your corresponding Service Account Manager (SAM), or our main phone line.
KTS will respond to non-urgent support requests within 4 business hours of receipt during regular business hours (9:00 AM to 5:00 PM Eastern Time, Monday through Friday, excluding holidays). For urgent support requests, KTS will respond within 1 hour of receipt.
KTS will use its best efforts to resolve all support requests in a timely manner. However, the resolution time may vary depending on the nature and complexity of the issue. KTS will provide clients with regular updates via tickets on the status of their support request until the issue is resolved.
If a support request is not resolved within the agreed-upon resolution time, the client may escalate the issue to its SAM. The SAM will work with the client to resolve the issue as quickly as possible.
Clients are responsible for providing accurate and detailed information about their support requests. Clients must also cooperate with KTS in resolving their support requests, including but not limited to providing remote access to their systems, if necessary, credentials to affected services if applicable, and direct contact to businesses personnel if needed as it relates to the support request.
This TOS does not apply to clients signed on with an SLA or issues caused by factors outside of KTS control, including but not limited to: client negligence or misuse, third-party hardware or software, or force majeure events.
Business and residential service requests made outside of regular business hours will incur a 2.5x modifier to the base charge. This includes any service required on weekends, holidays, or during night hours. Regular business hours are defined as Sunday-Saturday 9am-5pm.
We accept payment via check, direct deposit, card, or cash. Checks should be made payable to Key Tech Services and can be mailed to 1200 4th St. PMB 701 Key West FL, 33040. Card payments can be made securely through the payment gateway included in the digital invoice. Cash payments can be made at the time of invoice delivery if given to a KTS representative.
Payment is generally due upon receipt of invoice or individually agreed upon between the Client and Key Tech Services. We will provide you with an invoice for services rendered, which will include a detailed breakdown of charges.
Any payment due that is not received on the date of the Due Date listed on the invoice, will be subject to a late fee of 5% of the invoices total plus $35.
If a client fails to pay any invoices within 45 days of the due date, we reserve the right to suspend all services until payment has been received in full. The client will be notified in writing via email before the suspension of services takes effect. If payment is not received within 30 days after suspension, we reserve the right to terminate all services and service level agreement we may have the respective client.
This suspension of service does not relieve the client of their obligation to pay any outstanding invoices or fees. The client will be responsible for all reasonable expenses incurred in collecting past due amounts, including but not limited to collection agency fees, court costs, and attorney’s fees.
If you have any questions or concerns about the charges on your invoice, please contact us immediately. If you dispute any charges, you must notify us within 30 days of receipt of the invoice.
Refunds will only be provided in cases where we have not fulfilled our obligations under the terms of our agreement. We reserve the right to determine the nature and amount of any refund, and refunds will be issued at our sole discretion.
As a managed service provider, we strive to provide the highest quality of service to all our clients. However, in certain situations, we reserve the right to refuse service to clients who are unreasonable or unwilling to cooperate with our instructions. This includes, but is not limited to, clients who repeatedly fail to provide necessary information or access, clients who interfere with our ability to provide services, and clients who engage in abusive or harassing behavior towards our staff.
We believe that open communication and cooperation between our team and our clients is essential to achieving the best results. If we find that a client’s behavior or actions are hindering our ability to provide effective service, we may terminate our relationship with that client at our discretion.
We understand that terminating a client relationship can be difficult and will always strive to resolve any issues or conflicts in a professional and respectful manner. However, we reserve the right to refuse service to any client who does not meet our standards of professionalism and cooperation.