Policies & Customer Agreements

 

ITzSolved provides technology support, managed services, remote and onsite assistance, networking, business communications, education, repair, consulting, website-related services, and other technology solutions.

These policies are intended to explain important customer rights, responsibilities, service limitations, and business practices in clear language.

Agreement Priority

If you have signed a Master Service Agreement (MSA), Statement of Work, proposal, order, service authorization, or other written agreement with ITzSolved, that agreement controls for the services it covers.

These website policies supplement those agreements. They do not replace or expand a signed MSA.

If there is a conflict, the following order applies unless a signed agreement states otherwise:

Signed MSA or other executed agreement → Statement of Work / Order / Service Authorization → these Policies & Customer Agreements → general website descriptions or marketing materials.

Website descriptions are summaries only and do not create service obligations beyond the applicable agreement or purchased service.

Privacy Policy

Information We Collect

ITzSolved may collect information that customers or website visitors provide, including name, company name, email address, telephone number, billing information, service address, appointment information, device or system information, support requests, account information, communications, and information reasonably necessary to provide requested services.

When technical support is performed, customers may voluntarily provide access to devices, accounts, networks, cloud services, websites, email systems, files, or other technology necessary to complete authorized work.

ITzSolved may also receive ordinary website and transaction information through Wix and other service providers, including browser/device information, cookies, analytics information, order history, booking information, membership information, and payment status.

How Information Is Used

Information may be used to provide and administer services; communicate with customers; schedule appointments; process orders and payments; manage subscriptions; provide support; maintain customer records; prevent fraud or misuse; improve services; comply with legal obligations; and protect ITzSolved, its customers, and its service providers.

Payments

Payment-card information may be processed by Wix Payments or other authorized payment processors. ITzSolved does not require customers to send full payment-card credentials through ordinary email or text message.

Service Providers

ITzSolved may use third-party providers for website hosting, payments, communications, cloud services, remote-support tools, cybersecurity services, business communications, scheduling, analytics, software licensing, and other operational purposes.

Information may be shared with those providers only as reasonably necessary to provide or administer the applicable service.

Third-party platforms maintain their own privacy and security practices.

Remote Support and Technical Information

During authorized technical support, ITzSolved personnel may temporarily view information displayed on or accessible through the system being serviced. Access should be limited to what is reasonably necessary to perform the requested work.

Customers should not provide access to systems or information they are not authorized to control.

Credentials

Customers should not send passwords through unsecured ordinary email or text unless specifically instructed through an approved secure process.

ITzSolved may request temporary credentials or other authorized access when necessary to perform services. Credentials should not be retained longer than reasonably necessary unless ongoing access is part of an authorized managed-service arrangement.

Cookies and Analytics

The website may use cookies and similar technologies provided by Wix or other service providers for website functionality, analytics, security, account access, shopping, booking, and customer experience.

Visitors may manage cookies through browser settings and any consent tools provided on the website.

Retention

ITzSolved may retain customer, transaction, service, authorization, accounting, and support records for as long as reasonably necessary for service delivery, business records, security, dispute resolution, warranty documentation, or legal obligations.

Security

ITzSolved uses reasonable administrative and technical practices appropriate to its operations. No website, computer system, cloud platform, network, or electronic transmission can be guaranteed completely secure.

Privacy Requests

Customers may contact ITzSolved to ask about personal information maintained by ITzSolved, request corrections, or request deletion when legally and operationally appropriate.

Children

ITzSolved services are directed primarily to adults, businesses, and customers purchasing technology services. ITzSolved does not knowingly seek personal information directly from children without appropriate parent or guardian involvement.

Privacy Contact

Privacy questions may be sent to:

ITzSolved
Email: orders@itzsolved.com
Phone: 586-991-6744

Refund & Cancellation Policy

Refund and cancellation rules depend on the type of service purchased and any signed agreement, proposal, booking terms, Pricing Plan, or order terms.

Appointments and Scheduled Services

Customers should cancel or reschedule as early as possible. Any cancellation window, late-cancellation charge, no-show charge, deposit requirement, or rescheduling rule displayed during booking becomes part of that booking.

Work already performed, technician time already used, travel already incurred, and nonrecoverable third-party charges may not be refundable unless required by law or otherwise stated in writing.

Remote Support and Consulting

Once remote support, consulting, troubleshooting, configuration, or other professional services have begun, charges for time or work already performed are generally earned.

A particular technical result is not guaranteed unless expressly stated in writing.

Repair Services

Diagnostic time, labor already performed, installed parts, special-order items, licensing, shipping, and third-party charges may be nonrefundable where applicable.

A repair may reveal additional failures or conditions that could not reasonably be identified before work began.

Website and Project Work

Deposits, completed milestones, purchased licenses, domain charges, third-party services, design work, configuration work, and other completed project work may be nonrefundable as stated in the applicable proposal, order, or Statement of Work.

Digital Products and Education

Access to digital content, online programs, course materials, downloads, or other digital products may be subject to separate refund limitations after access has been provided.

Nothing in this policy limits rights that cannot legally be waived.

Subscription & Auto-Renewal Policy

Some ITzSolved services are sold as recurring subscriptions, Pricing Plans, memberships, managed-service agreements, or other recurring arrangements.

Before purchase, the applicable checkout or agreement should identify the price, billing frequency, trial period if any, minimum term if any, renewal terms, and cancellation method.

Unless the applicable agreement states otherwise:

Billing begins according to the terms displayed at signup or in the signed agreement.

Recurring services may automatically renew and charge the payment method on file according to the disclosed billing schedule.

Cancellation prevents future renewal according to the applicable agreement or plan terms but does not automatically refund amounts already earned or billed.

Cancellation of a subscription does not cancel unpaid balances, completed services, third-party commitments, equipment purchases, project charges, or other amounts already due.

If a signed MSA or service agreement contains a minimum term, termination provisions, or different billing rules, the signed agreement controls.

A website phrase such as “cancel anytime” does not override a signed minimum commitment or other contractual obligation.

Service Scope & Fair-Use Policy

Each service, package, subscription, project, or managed agreement includes only the services described in its applicable agreement, proposal, order, booking, or service description.

A request may be treated as out of scope when it involves materially different work, additional locations or users, unsupported equipment, major projects, migrations, extensive remediation, hardware, licensing, third-party charges, specialized consulting, or other work not included in the purchased service.

Out-of-scope work may require:

additional hourly charges,
a separate estimate or proposal,
customer authorization, or
a separate Statement of Work.

The phrase “unlimited support requests”, if used, means customers may submit requests subject to the applicable agreement. It does not automatically mean unlimited labor, unlimited project work, unlimited onsite service, unlimited third-party costs, or unrestricted work outside the contracted scope.

Remote Access & Customer Authorization Policy

ITzSolved may remotely access a customer's device, server, network, website, cloud service, email system, business application, or other technology only for legitimate support, maintenance, configuration, troubleshooting, monitoring, security, administration, or other services authorized by the customer or an authorized representative.

Remote access may occur when:

the customer requests support;
the customer approves a support session;
an authorized managed-service agreement permits routine maintenance or monitoring; or
another written authorization permits access.

The person granting access represents that they have authority to authorize ITzSolved to access the applicable system.

ITzSolved may use commercially available remote-support or management tools appropriate to the service being performed.

Authorization may be documented through a signed agreement, electronic acceptance, booking or support request, service ticket, email confirmation, electronic form, recorded customer instruction, or another reasonable business record.

Customers may revoke discretionary remote access by notifying ITzSolved, subject to any ongoing obligations in an applicable managed-service agreement.

ITzSolved will make reasonable efforts to end or remove remote access that is no longer required or authorized.

Remote access does not authorize ITzSolved to access unrelated customer information or systems outside the requested or contracted service.

Data Backup & Data-Loss Acknowledgment

Technology work can involve risk.

Hardware can fail. Storage devices can deteriorate. Software can malfunction. Malware, encryption, user error, power loss, third-party outages, corrupted data, account problems, and unforeseen technical conditions can affect customer information.

Customers are responsible for maintaining appropriate current backups of important data unless backup responsibility is expressly included in a signed agreement with ITzSolved.

Before performing consequential work, ITzSolved may require the customer to confirm that backups exist or acknowledge the risks of proceeding.

Examples may include:

operating-system installation or reset, disk cloning, drive replacement, data recovery, password or account recovery, cloud migration, network changes, DNS changes, email changes, website changes, security configuration, remote administration, device replacement, or data deletion.

Customer authorization confirms permission to perform the requested work; it does not guarantee that data can always be recovered or that a technical procedure will be risk-free.

Acceptable Use & Authorized Systems

Customers may not use ITzSolved services to knowingly facilitate illegal activity, unauthorized system access, malware distribution, credential theft, fraud, attacks against third-party systems, harassment, copyright infringement, or deliberate circumvention of security controls without proper authorization.

Customers requesting security testing, account recovery, password work, network changes, or other sensitive technical work must have authority over the system involved.

ITzSolved may decline, suspend, or terminate work that reasonably appears unauthorized, unlawful, unsafe, fraudulent, or outside the agreed service scope.

Cybersecurity & Technology Disclaimer

ITzSolved provides technology and cybersecurity services intended to reduce risk and improve technology operations.

No cybersecurity service, monitoring service, antivirus product, firewall, backup platform, remote-management system, cloud service, or technical recommendation can guarantee that a system will never experience a security incident, outage, data loss, malware infection, unauthorized access, or other failure.

Security reviews and assessments reflect conditions observable at the time they are performed.

Customers remain responsible for implementing recommendations and maintaining appropriate business, security, access-control, insurance, continuity, and backup practices except where responsibility is expressly assigned to ITzSolved in a signed agreement.

Third-party products and services remain subject to their own availability, security, licensing, terms, and performance.

Third-Party Services

ITzSolved may recommend, configure, resell, administer, or support products and services supplied by third parties.

Third-party providers may change features, pricing, licensing, functionality, availability, cybersecurity practices, or terms independently of ITzSolved.

Unless specifically stated in a signed agreement, ITzSolved does not control third-party platforms and cannot guarantee their uninterrupted availability or future functionality.

Service Availability & Response Times

Support is provided during the hours and under the response terms stated in the applicable signed agreement. Continuous or after-hours coverage is not included unless expressly stated in that agreement.

 

Response time means the time in which ITzSolved begins acknowledging or evaluating a request. It does not guarantee that an issue will be completely resolved within that same period.

Resolution time depends on the issue, required customer cooperation, equipment availability, third-party vendors, parts, software, licensing, connectivity, security conditions, and other technical factors.

Updates to These Policies

ITzSolved may update these website policies as services, technology, providers, or legal requirements change.

Updates apply prospectively unless otherwise required by law or agreed in writing.

Changes to these website policies do not retroactively amend an executed MSA or other signed agreement unless the agreement itself permits that change.

Questions

Questions about these policies or an ITzSolved service agreement may be directed to:

ITzSolved
orders@itzsolved.com
586-991-6744