Terms of Service

1. Acceptance of Terms

By checking out and subscribing to any FL Tech Support LLC plan (Essential, Pro, or Custom), you agree to be bound by these Terms of Service. If you do not agree, do not deploy our NetlockRMM agent. Our services are backed by over 20 years of enterprise IT experience.

2. Subscription and Billing

We operate on a transparent, month-to-month billing model.

• No Long-Term Contracts: You may cancel at any time via your Client Portal. Access and services will continue until the end of your current billing cycle.
• Billing Adjustments: Endpoint counts are audited monthly. If you add or remove employees/computers, your bill will automatically adjust pro-rata in the following billing cycle.
• Failure to Pay: If a payment fails, services will be suspended after a 7-day grace period, and the RMM agent will enter a passive unmanaged state.

3. Guaranteed Response Time Agreement

We take our response times seriously. For clients on our Pro Managed Business and Custom Enterprise tiers, we guarantee a 15-minute response time for critical infrastructure down events.

If we fail to meet this guaranteed response time on a critical ticket, you are entitled to a 5% credit on your next month's bill per incident, up to a maximum of 50% of your monthly fee.

4. Acceptable Use and Client Responsibilities

To maintain network integrity, clients agree to:

• Not intentionally disable or attempt to reverse-engineer the NetlockRMM agent or Advanced Hacker Defense tools.
• Promptly report any suspected security breaches to our monitoring team.
• Not use our provided cloud infrastructure or VoIP systems for illegal activities, spam, or harassment.

5. Limitation of Liability

While our Proactive Cyber Protection Architecture and Advanced Hacker Defense tools are highly effective, no system is 100% impenetrable. FL Tech Support LLC shall not be held liable for indirect, incidental, or consequential damages, including loss of profits, data, or business interruption, resulting from zero-day cyber attacks or actions outside of our direct control.

Our maximum liability under any circumstance is limited to the amount paid by you for our services in the six (6) months preceding the incident.

6. Modifications to Service

We reserve the right to update our technology stack, replace vendors, or modify the features of our plans to ensure we are providing the highest standard of security. We will provide 30 days notice for any material changes that reduce the scope of your services.