Terms of Service
Section 01
Introduction
These Terms of Service ("Terms") govern the relationship between Key Tech Services ("KTS") and any individual or organization ("Client") that engages KTS for managed services, technical support, or any related technology services. By engaging KTS, the Client agrees to be bound by these Terms in full.
Section 02
Services Provided
Ad-Hoc Support
KTS provides on-demand technical support to both residential and business clients on an as-needed basis. Ad-hoc support is rendered upon request and is not subject to a recurring service agreement unless otherwise specified in writing.
Managed Services
Clients enrolled in a managed services plan are subject to the terms of their respective service agreement. Managed clients must submit all support requests through the designated channels associated with their account. KTS will respond and deliver support in accordance with the terms of the applicable managed services agreement.
Client Cooperation
Clients are expected to work cooperatively with KTS staff throughout the service delivery process. This includes providing timely access to systems, devices, credentials, or any other information reasonably requested by KTS to diagnose and resolve technical needs. KTS shall not be held responsible for delays resulting from a lack of Client cooperation.
Section 03
Working Hours & Service Rates
KTS maintains standard business hours during which all regular support requests are handled. Support availability outside of these hours is offered at adjusted rates as outlined below.
Monday – Friday
9:00 AM – 5:00 PM
Saturday
10:00 AM – 2:00 PM
Sunday
Closed
Rate Schedule
| Service Type | When | Rate |
|---|---|---|
| Standard Support | During normal business hours | Standard Ad-Hoc Rate |
| Urgent / Priority Support | During normal business hours | 1.5× Ad-Hoc Rate |
| After-Hours Support | Outside normal business hours | 2× Ad-Hoc Rate |
Urgent Request Classification
Urgent requests during standard business hours are billed at 1.5× the applicable ad-hoc rate (residential or business), based on the nature of the Client's service need. After-hours support is available at KTS's discretion and is billed at 2× the standard ad-hoc rate regardless of urgency classification.
Section 04
Billing & Payment
KTS is committed to providing quality technology services and solutions. KTS is a service provider — not a bill collection agency. All invoices issued for services rendered, solutions implemented, or support provided are expected to be settled within the net payment terms stated on the invoice.
KTS asks that Clients treat invoices with the same professionalism and timeliness that KTS applies to delivering its services. Prompt payment ensures a healthy working relationship and allows KTS to continue providing quality support.
Late Payment
Late Fee Policy
Any invoice not paid within the stated net terms will be subject to a 10% late fee applied to the outstanding invoice total. KTS reserves the right to pause or withhold services on accounts with overdue balances until payment is received.
Disputed Invoices
If a Client believes an invoice contains an error, the Client must notify KTS in writing within 5 business days of the invoice date. KTS will review and respond to billing disputes in good faith. Undisputed portions of an invoice remain due within the original net terms.
Section 05
Right to Cancel Services
KTS is dedicated to maintaining a professional and productive working environment for both its clients and staff. KTS reserves the right to cancel or discontinue services with any Client at its reasonable discretion when any of the following conditions are present:
- The Client is reasonably determined to be unwilling to cooperate with KTS staff in the performance of services.
- The Client refuses or repeatedly fails to provide basic information necessary for KTS to service their needs.
- The Client acts in a hostile, abusive, or threatening manner toward any KTS staff member.
- The Client engages in any other conduct that is unprofessional or that would otherwise negatively impact KTS's ability to provide quality services.
Outstanding Balances
Where possible, KTS will make a reasonable attempt to communicate concerns prior to cancellation. Any outstanding balances owed at the time of cancellation remain due and payable in full.
Section 06
Limitation of Liability
KTS will perform all services with reasonable care and professional diligence. However, KTS is not liable for any indirect, incidental, or consequential damages arising out of the use or inability to use the services provided. KTS's liability in any case shall not exceed the amount paid by the Client for the specific service in question.
Section 07
Amendments to These Terms
KTS reserves the right to update or modify these Terms at any time. Clients will be notified of material changes. Continued engagement with KTS following notification of updated Terms constitutes acceptance of those changes.
Section 08
Governing Law
These Terms shall be governed by and construed in accordance with applicable local, state, and federal law. Any disputes arising under these Terms shall be addressed through good-faith negotiation between the parties prior to seeking legal remedies.