Service Level Agreement

Zekteck will do its best to prioritize resources in a manner that meets the needs of Client and Client’s schedule. Client understands that schedules may not always match perfectly, and some compromises may need to be made to accommodate either party.

Help Line

The Zekteck help line is only guaranteed during business hours (Monday – Friday 8:00 am to 5:00 pm local time). If a call is made outside of business hours, and there is no answer, the Client team member is to leave a message and Zekteck will respond within 24 hours.

Online Support

Zekteck online support guarantees a 24 hour initial response time. The duration to resolve any requests is dependent on the complexity and priority of the request. Most requests are resolved within 5 business days.

For clients who have licenses associated with the Basic subscription package, they can expect a response within 24 hours of their initial inquiry.

For clients who have licenses associated with the Advanced subscription or higher, client can expect to have a response within 4 hours of the initial inquiry.

Service Limitations

Zekteck will provide a helpline for information security-related, and Zekteck tool-related, inquiries and concerns. The Zekteck help line is not to be used as a general IT help desk. Zekteck will not provide standard “help desk” support for any of Client’s devices or software. Activities and situations that Zekteck help line will not support are, but not limited to, the following:

• Regular network outage
• Power outage
• Machine latency (unless suspected malware attack)
• Machine Lockout (unless ransomware)
• Jammed printers (and most other printer issues)
• Device and service connections
  • Bluetooth
  • Wifi
  • Connecting to printers/scanners/fax
• Password changes/updates/resets
• Forgot password
• Dead devices
  • Battery issues
  • Black screens (unless suspected attack)
  • Blue screens
• Adding a new network device
  • Assistance may be given in configuring security settings and managing the device in security documentation/policy
• Installing new software
• Removing old software
  • Unless it is a security threat
• Any activity relating to any End User’s personal device(s)

Before suspecting an attack, all troubleshooting procedures must first be followed to ensure that it is not a simple error that can be resolved by general IT staff prior to calling the Zekteck help line.

Cancelation/Auto-renew Policy

Annual Subscription

Client’s subscription will be automatically renewed on the anniversary, and every year thereafter, of the signing date of this agreement.

If Client wishes to cancel their subscription with Zekteck, Client must submit, in writing, a letter of intent to cancel no less than 30 days prior to the renewal date of this agreement. If cancelation is desired prior to the renewal date of this agreement, then a prorated amount will be refunded to Client for the remainder of the agreement.

Monthly Subscription

Client’s subscription will be automatically renewed on the corresponding day and week of the initial purchase, and every month thereafter, of the date of their agreement. For example, the third Thursday of every month.

If Client wishes to cancel their subscription with Zekteck, Client must submit, in writing, a letter of intent to cancel no less than 30 days prior to the renewal date of this agreement. If cancelation is desired prior to the renewal date of this agreement, then a prorated amount will be refunded to Client for the remainder of the agreement.

Arbitration

Any controversy or claim arising out of or relating to this Agreement or the breach thereof, which remains unsettled following diligent efforts by each Party to reach a mutually acceptable resolution of such claim or controversy, shall be settled by arbitration and judgment on the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof.

Indemnity

Zekteck is not liable if there is a data breach or security incident that is caused by negligence of a member of Client’s team, either employee, staff, vendor, or contractor to uphold the policies and processes that Zekteck has put in place. Likewise, Zekteck is not responsible if there is a data breach or security incident that is caused by negligence of a member of Signature Client’s team, either employee, staff, vendor, or contractor does not properly utilize the tools that have been provided for security purposes. Zekteck is not liable for any physical damage to Client’s facilities or physical assets. Zekteck’s goal is to protect data, which may come with some physical security recommendations, however no physical security recommendations by Zekteck are full proof and should not be considered an end all solution to security. Zekteck provides policies, procedures, tools, and recommendations that help mitigate information security risks. At no point does Zekteck or Zekteck team members guarantee that Zekteck solutions are 100% effective against a risk, vulnerability, hacker, or other causes of a breach. While Zekteck services assist in breach mitigation, there is no guarantee that a breach will be prevented. Zekteck is not responsible or liable for any financial obligations that may arise for Client as a result of a breach, damage, or other security incident.

Privacy Terms 

Please read the Zekteck Privacy Statement which describes how user data is processed and/or collected. By accepting Zekteck’s terms of use conditions, all privacy statement terms will be applied. 

Use 

Use of Zekteck products and services is limited to authorized and registered users only. One license per registered user will be granted upon payment and each license is non-transferable.  

Users hereby agree to only use Zekteck products and services for intended purposes. Users will comply will all local, state, and federal laws. Zekteck has the right to cancel any user agreement for a user violation of local, state, and/or federal laws. Product and service refunds will not be issued in these cases. 

At no time are users authorized to distribute Zekteck materials, products, or services without express written permission. Zekteck users are not permitted to repurpose, copy, or reconstruct Zekteck materials or technology.  

Third-Party Licenses: 

Third-party licenses purchased through Zekteck are owned by Zekteck and are non-transferable. If the user cancels the Zekteck relationship, third-party licenses will be immediately revoked.  

Payment Terms 

Monthly Subscriptions: Monthly subscriptions will be paid every 30 days. The first payment will be remitted by users at the time of registrations. Requests for refunds must be submitted 30 days in advance of the next billing cycle.  

Annual Subscriptions: Annual subscriptions will be paid at the time of registration. Refunds will not be issued for services once purchased. Registered users may submit a refund request to Zekteck which will be reviewed and authorized on a case-by-case basis at the sole discretion of Zekteck.