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TERMS AND CONDITIONS

TERMS AND CONDITIONS

1. Introduction

Solution Réseau offers managed IT and security services as both a Managed Service Provider (MSP) and a Managed Security Service Provider (MSSP). These terms and conditions ("Agreement") detail the framework for our collaboration, including, but not limited to, continuous system monitoring, patch management, threat detection, incident response, and security audits.

2. Scope of Services

Our portfolio of services includes:

  • Continuous monitoring and surveillance of client systems to identify and mitigate risks.
  • Regular patch management to maintain up-to-date software security and functionality.
  • Threat detection and analysis, leveraging advanced methodologies to predict and address vulnerabilities.
  • Incident response, provided separately and billed as needed.
  • Security audits and strategic recommendations to enhance system integrity.

The exact service scope is tailored per client, as outlined in the Service Level Agreement (SLA). Examples include customized monitoring schedules, detailed reporting formats, or tailored protocols for incident resolution. Reactive interventions, such as corrective measures beyond routine monitoring and prevention, incur additional charges.

3. Responsibilities

  • Solution Réseau:  ensures proactive monitoring, guidance, and the implementation of agreed preventive strategies.
  • Clients : Clients are expected to uphold a secure IT environment, provide accurate access credentials, and cooperate during any incident resolution.

4. Payment and Billing

  • Monthly invoicing applies, with a minimum three (3)-month commitment.
  • Annual contracts terminated prematurely incur a 70% penalty.
  • Payments are due within 30 days of invoice issuance, with potential penalties or interest for delays.

5. Service Level Agreement (SLA)

We adhere to the following response timelines:

  • High Priority: 0-8 business hours (e.g., critical system outages impacting essential services).
  • Medium Priority: Within 48 business hours (e.g., functional issues with workarounds available).
  • Low Priority: Within five (5) business days (e.g., non-urgent updates or maintenance requests).

Extensions may apply if client cooperation or third-party actions, such as system backups or dependency validation, are required.

6. Intellectual Property

Solution Réseau retains ownership of all proprietary scripts, applications, and tools. During the contract term, clients receive a limited-use license, including access to updates and maintenance. Redistribution or replication of these resources is prohibited without prior written approval.

7. Confidentiality and Data Security

Both parties commit to safeguarding sensitive information. Solution Réseau complies with Canadian data protection laws and employs:

  • Data encryption protocols.
  • Access control mechanisms.
  • Regular security audits.
  • Comprehensive staff training on cybersecurity measures.

In case of a data breach, we will promptly notify the client, detailing the breach, mitigation measures, and recommendations to secure affected systems.

8. Subcontracting

Subcontractors may be engaged to support specific services. Clients will be informed via email or contract amendment. Subcontractors are bound by this Agreement's confidentiality and security provisions.

9. Limitation of Liability

Solution Réseau is not liable for:

  • Incidents outside our service scope, including third-party system failures or undisclosed vulnerabilities.
  • Losses resulting from unauthorized access, client non-compliance with recommended measures, or outdated systems.

10. Term and Termination

  • Contracts may be set monthly or annually.
  • Termination requires a three (3)-month notice.
  • Upon termination, proprietary tools and applications must be returned or usage discontinued.

11. Governing Law

This Agreement is governed by Canadian law, with disputes resolved under Canadian jurisdiction.

12. Additional Terms

Customizable terms can address unique client needs, such as:

  • Defining granular user access levels.
  • Establishing stringent data retention protocols.
  • Implementing encryption tailored to specific use cases.