Terms of Service

Last updated: May 2026

1. Agreement to Terms

By engaging NetrixIT ("Provider") for IT support services, you ("Client") agree to these Terms of Service. These terms govern all services provided by NetrixIT, including but not limited to endpoint onboarding, monthly helpdesk support, and network health audits.

2. Scope of Services

NetrixIT provides remote IT support services as described in the selected service package:

• Endpoint Onboarding ($149/device): Setup and configuration of new employee devices including domain join, email configuration, VPN setup, MDM enrollment, software installation, and security baseline application. Turnaround: 24 hours from ticket submission.
• Monthly Helpdesk ($499/month for up to 25 endpoints): Unlimited L1/L2 remote support tickets during business hours (9 AM – 8 PM Eastern, Monday–Friday). Includes password resets, software issues, VPN troubleshooting, email problems, printer support, and endpoint monitoring.
• Network Health Audit ($599 one-time): Complete network documentation, firewall rule review, vulnerability assessment, Wi-Fi coverage analysis, and prioritized remediation plan. Delivered within 48 hours.

Services not explicitly listed above are outside the scope of this agreement. Additional services may be arranged by mutual agreement.

3. Service Level Agreement (SLA)

For Monthly Helpdesk clients, NetrixIT commits to a 15-minute response time during business hours (9 AM – 8 PM Eastern, Monday–Friday). Response time is measured from ticket submission to acknowledgment by a support technician.

If NetrixIT fails to meet the 15-minute SLA, the Client will receive a 10% credit on their next monthly invoice, provided the Client notifies NetrixIT of the SLA breach within 5 business days. Full SLA details are available at netrixit.tech/sla.

4. Payment Terms

• Monthly Helpdesk: Billed monthly in advance. Payment is due within 15 days of invoice date (Net 15).
• Endpoint Onboarding: Billed per device upon completion. Payment is due within 15 days of invoice date.
• Network Health Audit: Billed upon delivery of the audit report. Payment is due within 15 days of invoice date.

Accepted payment methods include bank transfer (Wise) and PayPal. All prices are in USD. Late payments may incur a 1.5% monthly interest charge on outstanding balances.

5. Term and Termination

Monthly Helpdesk services are provided on a month-to-month basis. Either party may terminate with 30 days written notice. Endpoint Onboarding and Network Health Audit are one-time services with no ongoing commitment.

NetrixIT reserves the right to terminate services immediately in cases of abuse, non-payment after 30 days overdue, or if the Client's environment presents security risks to NetrixIT's systems.

6. Data Confidentiality

NetrixIT takes data confidentiality seriously. We will not share, sell, or distribute any Client data to third parties. All access to Client systems is logged and requires explicit Client authorization per session. Client credentials are stored using industry-standard encryption and are never shared between clients.

NetrixIT staff are bound by confidentiality obligations that survive the termination of this agreement.

7. Limitation of Liability

NetrixIT's total liability for any claim arising from services provided under this agreement shall not exceed the total fees paid by the Client in the three months preceding the claim. NetrixIT shall not be liable for any indirect, incidental, consequential, or punitive damages, including but not limited to loss of data, loss of profits, or business interruption.

NetrixIT does not guarantee uninterrupted or error-free service. The Client is responsible for maintaining their own data backups and disaster recovery plans.

8. Client Responsibilities

• Provide timely access to systems and information required for service delivery.
• Designate a primary point of contact for support requests.
• Ensure all necessary licenses and permissions are in place for software installation and management.
• Notify NetrixIT of any changes to their IT environment that may affect service delivery.
• Maintain current backups of all critical data.

9. Modifications

NetrixIT may update these Terms of Service from time to time. Clients will be notified of material changes via email at least 30 days before they take effect. Continued use of services after changes take effect constitutes acceptance of the updated terms.

10. Governing Law

This agreement shall be governed by and construed in accordance with applicable international trade law. Any disputes arising from this agreement shall be resolved through good-faith negotiation first, and if unresolved, through binding arbitration.

11. Contact

For questions about these terms, contact us at support@netrixit.tech.