Effective Date: January 31, 2026

Welcome to IT Support CT LLC (“IT Support CT”, “we”, “us”, “our”). These Master Terms & Conditions (“Terms”) govern your use of our website and your purchase or use of our IT services. By accessing our website or engaging our services, you agree to these Terms. If you do not agree, do not use our website or services.

If you enter into a separate service agreement, statement of work, proposal, estimate, or other written document with us (each, a “Service Document”), those terms apply in addition to these Terms. If there is a conflict, the Service Document controls only for the specific conflicting portion.

1) Services

IT Support CT LLC provides IT services including, but not limited to:

– Managed IT Support (on-site and remote, 24/7 helpdesk, ticket reporting)
– Network Installation & Monitoring
– Server & PC/Mac Support
– Cloud Solutions (Microsoft 365, Google Workspace, AWS, Azure)
– Backup & Disaster Recovery (on-premises & cloud)
– Security Services (next-gen antivirus, patch management, endpoint detection & response, multi-factor authentication, SIEM, password management, security awareness training)
– Cybersecurity Services
– Technology Advisory & Consulting
– Additional related services beyond those listed above

The precise scope, deliverables, schedule, and fees will be set out in a Service Document, invoice, or other written authorization.

2) Eligibility

By using our website or services, you confirm you are at least 18 years old and have the legal authority to enter into a binding contract.

3) Estimates, Scope, and Change Orders

3.1 Scope of Work

We will perform only the services explicitly listed in the applicable Service Document (estimate/proposal/invoice/etc.). Anything not listed is out of scope.

3.2 Assumptions and Discovery

Estimates and proposals may be based on limited information or a limited assessment. Additional issues may exist (including hidden damage, misconfigurations, failing hardware, malware, outdated software, and undocumented changes) that can affect time and cost.

3.3 Change Orders / Out-of-Scope Work

If additional work is needed, we will request approval before proceeding. Approval may be provided by signature, email, text message, portal approval, or other written confirmation. Out-of-scope work may be billed at our then-current rates and/or added as additional line items.

3.4 Estimate Validity and Errors

Unless otherwise stated, estimates are valid for 14 days from issue date. We are not bound by typographical, clerical, or calculation errors and may correct them.

4) Scheduling, Access, and Customer Cooperation

4.1 Access and Credentials

You agree to provide timely access to systems, devices, accounts, locations, and necessary credentials, and to ensure we are authorized to access those systems.

4.2 Authorized Contact

You agree to provide an authorized decision-maker who can approve changes and purchases.

4.3 Missed Appointments / Lack of Access

If we cannot start or complete work due to lack of access, missing credentials, absent contacts, rescheduling on short notice, unsafe conditions, or other factors outside our control, you may be billed for reserved time, travel, minimum service charges, or other costs.

4.4 Remote Tools

You authorize us to use remote access, management, monitoring, and diagnostic tools as necessary to perform services.

5) Your Responsibilities

You agree to:

Provide accurate, up-to-date information when requested.

Use our services lawfully and not for any illegal or unauthorized purpose.

Refrain from attempting to access, disrupt, or interfere with any systems, resources, or user accounts affiliated with IT Support CT LLC.

Maintain valid software licenses and comply with all software and vendor licensing terms.

6) Backups, Data, and Risk of Loss

6.1 Customer Backup Responsibility

Unless backup services are explicitly included in a Service Document, you are responsible for maintaining current backups of your data and verifying that backups are complete and restorable.

6.2 Inherent Risk

IT work can involve risk, including the risk of data loss, downtime, corruption, hardware failure, or incompatibility. While we use reasonable care and standard practices, you acknowledge that data loss or service interruptions can occur.

6.3 No Guarantee of Outcomes

We do not guarantee:

– uninterrupted or error-free operation,
– complete security or immunity from cyber threats,
– full remediation of malware,
– successful data recovery, or
– compatibility of legacy or unsupported systems.

If you decline recommended safeguards (such as backups, patching, replacing failing drives, or security controls), you accept the associated risks.

7) Third-Party Products, Vendors, and Internet Providers

7.1 Third-Party Services and Hardware

Many solutions involve third-party vendors (cloud providers, software publishers, ISPs, hardware manufacturers, etc.). Third-party products/services may change, fail, become unavailable, or be subject to vendor policies outside our control.

7.2 Vendor/ISP Delays and Outages

We are not responsible for vendor or ISP outages, downtime, delays, supply chain issues, account suspensions, or changes to third-party pricing or policies.

7.3 Vendor Coordination Time

Time spent coordinating with vendors/ISPs (support calls, ticket handling, escalations, testing, waiting, etc.) is billable unless explicitly included.

8) Payment Terms

8.1 Billing and Due Dates

Unless otherwise agreed in writing, services are billed per the Service Document and/or invoice terms. Payment is due within 14 days of the invoice date unless otherwise stated.

8.2 Deposits and Prepayment

We may require a deposit or prepayment for hardware, special orders, or project work. Hardware orders may not be placed until payment clears.

8.3 Late Payments / Non-Payment

Late payments may result in interest/late fees where permitted by law, suspension of services, delayed scheduling, withholding of deliverables, or additional fees. You agree to pay reasonable collection costs where permitted.

8.4 Taxes and Pass-Through Charges

You are responsible for applicable taxes, shipping, disposal/recycling fees, permit fees, and other pass-through costs unless explicitly included.

8.5 Chargebacks and Payment Disputes

You agree not to dispute authorized charges, initiate chargebacks, or otherwise reverse payment for Services or products that you approved or that were provided at your request. If you believe a billing error occurred, you agree to notify us promptly and allow us a reasonable opportunity to investigate and resolve the issue before taking any action with your bank or card issuer. Chargebacks or reversals for authorized Services may be treated as non-payment, and we may suspend Services and pursue recovery of amounts owed and any associated fees or costs to the extent permitted by law.

9) Hardware, Returns, and Ownership

9.1 Availability and Pricing

Hardware availability and pricing can change. Special-order items may be non-refundable.

9.2 Ownership

Unless otherwise stated, ownership transfers upon full payment. Vendor return policies and restocking fees may apply.

10) Intellectual Property

All content on our website—text, graphics, logos, software, and other materials—is owned by IT Support CT LLC or its licensors. You are granted a limited, revocable license to access and use the website content solely for your internal business purposes. You may not copy, reproduce, republish, upload, post, transmit, or distribute these materials without prior written permission.

For service deliverables, you retain ownership of your data. We retain ownership of our pre-existing tools, templates, processes, and know-how. Any third-party components remain subject to their licenses. Unless otherwise stated, you may use deliverables internally for your business purposes.

11) Confidentiality

Both parties agree that proprietary or sensitive information disclosed during the term of any Service Document (including business operations, technical protocols, and security practices) will remain confidential and will not be disclosed to third parties without consent, except as required by law.

12) Acceptable Use, Safety, and Right to Refuse Service

We may refuse, pause, or stop work if conditions are unsafe, hostile, or if we reasonably suspect illegal activity or misuse. We may comply with legal reporting obligations where applicable.

13) Warranties & Disclaimers

Our website and services are provided “as-is” and “as-available” without any express or implied warranty, including warranties of merchantability, fitness for a particular purpose, non-infringement, or that services will be uninterrupted, error-free, or completely secure, to the maximum extent permitted by law.

Third-party hardware/software is typically covered by the manufacturer/vendor warranty, not ours, unless explicitly stated.

14) Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IT SUPPORT CT LLC AND ITS AFFILIATES WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, BUSINESS INTERRUPTION, OR LOSS OF DATA, EVEN IF ADVISED OF THE POSSIBILITY.

OUR TOTAL CUMULATIVE LIABILITY TO YOU, WHETHER IN CONTRACT, TORT, OR OTHERWISE, WILL NOT EXCEED THE TOTAL FEES RECEIVED FROM YOU FOR THE SPECIFIC SERVICE GIVING RISE TO THE LIABILITY.

15) Indemnification

You agree to indemnify and hold IT Support CT LLC harmless from claims, damages, liabilities, and expenses (including reasonable attorney fees where permitted) arising from your misuse of services, violation of law, violation of third-party rights, or breach of these Terms.

16) Suspension, Termination, and Service Pauses

We may suspend or terminate access to our website and/or services with or without notice if you breach these Terms, fail to pay, present safety/security risks, or if such action is necessary to protect our legal rights or the rights of others.

Termination does not relieve you of payment obligations for services rendered, time reserved, vendor charges incurred, or non-cancellable commitments.

17) Modifications to Terms

We may modify these Terms at any time. Changes will be posted by updating the Effective Date. Your continued use of our website or services after changes constitutes acceptance.

18) Governing Law

These Terms and any related Service Document shall be governed by the laws of the State of Connecticut, USA, excluding conflict-of-law principles.

19) Contact Information

If you have questions regarding these Terms, contact:

IT Support CT LLC
Wallingford, Connecticut, USA
Email: info@itsupportct.com
Website: www.itsupportct.com