Terms of Service for Tech Support
Last updated: April 2025
1. Overview
This Technical Support Terms of Service Agreement ("Agreement") is entered into by and between:
NTAC Support, an LLC ("Service Provider," "We," "Us," or "Our"), and the customer ("Customer," "You," or "Your") who accesses and uses the technical support services offered by NTAC Support.
By accessing or using our technical support services, you agree to be bound by the terms and conditions outlined in this Agreement.
2. Services Provided
2.1 Scope of Technical Support
We provide technical support services to assist with the diagnosis and resolution of technical issues related to systems for which the company provides support. The specific support services offered may include, but are not limited to:
- Troubleshooting and issue diagnosis
- Programming modifications and recommendations
- Answering technical questions and providing guidance on product usage
- Customer database testing in lab (additional fees apply)
2.2 Support Channels
Technical support may be provided through various communication channels, including email, phone, remote desktop support, and/or our online support portal, depending on the nature of the issue and the service level agreement (SLA) applicable to your support plan.
3. Customer Obligations
3.1 Cooperation
You agree to cooperate with our support team by providing accurate and complete information about the technical issue, including relevant system details, error messages, screen captures, and steps to reproduce the problem. Failure to provide necessary information may delay the support process.
3.2 System Access
You agree to grant our support team reasonable access to your systems, software, or hardware. This access may involve installing software, remotely accessing devices, or modifying system configurations.
3.3 Usage Restrictions
You are prohibited from using our support services for illegal activities, exploiting vulnerabilities, or attempting to interfere with the functioning of our services or systems.
4. Service Levels
4.1 Support Availability
Our technical support is available during the hours of operation specified in the support plan or as otherwise communicated. Response and resolution times will be in accordance with the support plan selected, which may vary depending on the level of service chosen.
4.2 Service Levels
Different levels of support may be available based on the service plan chosen by you. Support may include standard support (e.g., email or phone support) or premium support (e.g., 24/7 phone support, faster response times). Specific details on service levels, including response times and availability, will be outlined in your purchase agreement or support plan documentation.
5. Fees and Payments
5.1 Support Fees: Technical support may be provided under various fee structures, including hourly rates, fixed fees, or subscription-based plans. You will be notified of the applicable fees at the time of service request or in the support plan agreement.
5.2 Payment Terms: Payments for technical support services are due as per the payment terms outlined in the service agreement or invoice provided. Late payments may be subject to additional fees, including interest charges.
5.3 Refunds: Refunds for technical support services are not provided unless otherwise specified in your support agreement. Any disputes regarding payments will be addressed in accordance with the dispute resolution procedures outlined in this Agreement.
6. Confidentiality
6.1 Confidential Information
Both parties agree to keep confidential information obtained during the provision of technical support confidential and not to disclose it to third parties without the prior written consent of the disclosing party, except as required by law.
6.2 Data Privacy
We take data privacy seriously and will handle any personal data shared during the technical support process in compliance with applicable data protection laws. Our Privacy Policy, available at https://ntacsupport.com/privacy.html, outlines how we collect, use, and protect your personal information.
7. Limitation of Liability
7.1 No Warranty
Technical support services are provided "as is" and without warranty. We make no representations or warranties regarding their availability, accuracy, or effectiveness. We are not responsible for any direct or indirect damages, losses, or expenses resulting from using our support services, including any system downtime, data loss, or other technical issues.
7.2 Limitation of Damages
To the maximum extent permitted by law, our liability for any claims arising from this Agreement is limited to the total amount paid by you for the technical support services that are the subject of the claim.
8. Termination
8.1 Termination by Customer
You may terminate this Agreement at any time by discontinuing the use of our technical support services. Termination will not relieve you of any payment obligations for services rendered up to the termination date.
8.2 Termination by Service Provider
We reserve the right to terminate or suspend the provision of technical support services if you breach any material term of this Agreement, including non-payment or misuse of the support services.
8.3 Effect of Termination
Upon termination of this Agreement, all rights granted to you under this Agreement will cease, and you will no longer have access to our technical support services.
9. Indemnification
You agree to indemnify, defend, and hold harmless NTAC Support, its officers, directors, employees, agents, and affiliates from any and all claims, damages, liabilities, and expenses (including reasonable attorneys' fees) arising from your use of the technical support services, including any breach of this Agreement.
10. Governing Law and Dispute Resolution
10.1 Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the state or country in which NTAC Support is headquartered, without regard to its conflict of law principles.
10.2 Dispute Resolution
Any disputes arising out of or related to this Agreement will be resolved through binding arbitration in accordance with the rules of [arbitration provider]. The arbitration will take place in Denton, Texas, United States, and the judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.
11. Miscellaneous
11.1 Entire Agreement
This Agreement constitutes the entire agreement between you and NTAC Support regarding technical support services and supersedes all prior agreements, understandings, and communications related to the subject matter hereof.
11.2 Amendments
We reserve the right to amend or update this Agreement at any time. You will be notified of any changes, and your continued use of our services after such notification will constitute your acceptance of the revised Agreement.
11.3 Severability
If any provision of this Agreement is found to be invalid or unenforceable, the remainder of the Agreement will remain in full force and effect.
12. Acknowledgment
By accepting and using our technical support services, you acknowledge that you have read, understood, and agree to abide by the terms and conditions outlined in this Agreement.
If you have any questions regarding this Agreement or the services we provide, please contact us at info@ntacsupport.com .