IT Support Terms of Service (Break/Fix / On-Demand)
Last Updated: June 26, 2026 at 3:58 pm MST
These Terms reflect TNT Computer Support / TNT Intra-Networks’ long-standing business practices. By requesting service, Clients agree to these Terms.
1. Service Model & Scope of Work
These Terms explain the conditions under which TNT Computer Support / TNT Intra-Networks provides on-demand IT support services. By requesting service, you agree to these terms.
TNT Computer Support / TNT Intra-Networks (the “Service Provider”) provides break-fix, pay-as-needed IT support. Services are provided on a best-effort, as-available basis and only upon the Client’s request, whether made verbally or in writing. Each request constitutes a separate engagement. This is not a managed IT service arrangement; the Service Provider assumes no ongoing responsibility for systems and provides no guaranteed response or resolution times, no Service Level Agreements (SLAs), and no proactive monitoring or preventative maintenance.
The Service Provider will exercise reasonable care and industry-standard practices but does not guarantee that all issues can be diagnosed or resolved.
2. Client Authority & Responsibilities
The Client retains full authority, ownership, and responsibility for their IT environment and all associated decisions and costs. While the Service Provider may offer advice and recommendations, the Client accepts all operational risks regarding hardware, software, licensing, system configurations, and user access. Furthermore, the Client explicitly acknowledges that implementing adequate security measures and verifying that complete, current, and recoverable backups exist before any work is performed remains solely the Client’s responsibility. The Service Provider is not responsible for the loss, corruption, or recovery of data.
By requesting service, the Client authorizes the Service Provider to perform requested work. The Client authorizes the Service Provider to access, configure, repair, modify, and test the Client’s systems as reasonably necessary to perform the requested work.
3. Third-Party Services & Fees
The Client is the legal owner and account holder of all third-party services and products (e.g., software subscriptions, cloud services, domain registrations, antivirus, hardware, and external vendor services). The Service Provider does not own or control these accounts and makes no warranties regarding their performance, availability, security, or compliance.
The Client represents and warrants that they possess all necessary licenses and legal rights to any software installed, configured, or serviced by the Service Provider. The Service Provider will not install, activate, bypass, or otherwise assist with unlicensed, pirated, counterfeit, or otherwise unlawful software.
The Client is responsible for all costs associated with third-party products. While these costs may occasionally be billed through the Service Provider for convenience, any issues, failures, or limitations arising from third-party services remain strictly between the Client and the respective vendor.
The Client consents to the use of remote access software when necessary to perform requested services.
If the Service Provider reasonably believes that requested work would violate applicable law or software licensing terms, the Service Provider will decline to perform the work.
4. Limitation of Liability & Disclaimer
The Service Provider shall not be held responsible or liable for:
• Data loss or corruption
• System downtime
• Security incidents or breaches
• Loss of business, revenue, or productivity
• Failures caused by hardware, software, or third-party services
• Negative outcomes resulting from decisions made or approved by the Client
To the maximum extent permitted by applicable law, the Service Provider total liability arising from any claim shall not exceed the fees paid by the Client for the specific service giving rise to the claim.
The Service Provider will use commercially reasonable efforts to maintain the confidentiality of Client information encountered while performing services, except where disclosure is required by law or necessary to perform the requested work. The Service Provider does not guarantee against unauthorized disclosure caused by circumstances beyond its reasonable control.
The Service Provider shall not be liable for delays or failure to perform caused by circumstances beyond its reasonable control, including but not limited to, internet outages, power failures, natural disasters, supplier failures, or government action.
4.b. Indemnification
The Client agrees to indemnify, defend, and hold harmless the Service Provider, its employees, and subcontractors from and against any and all claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to third-party claims. This includes, but is not limited to, claims resulting from the Client’s violation of these Terms, unlawful use of software or systems, infringement of third-party intellectual property rights, or failure to secure proper licensing.
4.c. Liability Limitation
The limitations of liability and disclaimers contained in these Terms apply to all claims, damages, and losses however caused and regardless of the legal theory of liability (including breach of contract, negligence, strict liability, or tort). However, nothing in these Terms shall limit or exclude the Service Provider’s liability for gross negligence, willful misconduct, or fraud.
4.d. No Warranty
Services are provided “as is” and “as-available.” The Service Provider makes no express or implied warranties regarding the Services, including but not limited to any warranty of merchantability, or fitness for a particular purpose. The Service Provider does not guarantee that any issue will be completely resolved, that systems will operate without interruption, or that future failures will not occur.
5. Billing Services
Billing services are billed based on time, materials, or agreed-upon rates per request. Minimum billing increments may apply. Payment is due within thirty (30) days, unless otherwise agreed in writing. The Service Provider reserves the right to suspend future services until outstanding invoices have been paid.
The Client is responsible for reasonable costs incurred in collecting overdue amounts, including legal fees and collection agency costs where permitted by law.
Requests for urgent or after-hours assistance are accepted solely at the Service Provider’s discretion and may be subject to additional charges.
Abandoned Equipment
Any equipment, hardware, or devices left in the possession of the Service Provider for repair or evaluation must be picked up within thirty (30) days of the Client being notified that the service is complete or that the equipment is ready for pickup (unless agreed upon by both the provider and client). If the equipment is not claimed and all associated fees paid within this thirty (30) day period, the equipment will be considered legally abandoned. The Service Provider reserves the right to recycle, dispose of, or sell abandoned equipment to recover unpaid service charges and storage fees, and the Service Provider shall not be liable for any data lost as a result of such disposal.
6. Right to Refuse or Suspend Service
The Service Provider reserves the right to decline, suspend, or discontinue services at its sole discretion, including but not limited to circumstances where:
• Requested work is unlawful, unethical, or unsafe.
• The requested work falls outside the Service Provider’s expertise or available resources.
• The Client fails to provide reasonable access, information or cooperation necessary to perform the requested services.
• The Client has outstanding unpaid invoices or otherwise breaches of these Terms of Service.
Refusal or suspension under this section shall not waive the Client’s obligation to pay for services already rendered.
7. Acceptance of Terms
These constitute the standard terms under which TNT Computer Support / TNT Intra-Networks provides IT support. By requesting services, whether verbally, electronically, or in writing, the Client acknowledges and agrees that all work is performed under these Terms.
These Terms shall be governed by the laws of the Province of Alberta and the laws of Canada applicable therein.
8. Entire Agreement
These Terms constitute the entire agreement between the Client and the Service Provider regarding the services provided and supersede any prior verbal or written discussions, representations or understandings relating to these services.
9. Severability
If any part of these Terms is found by a court to be invalid or unenforceable. Only that part will be removed or modified as necessary. The rest of these Terms will remain in full force and effect.
10. Amendments
The Service Provider reserves the right to modify these Terms from time to time. Updated Terms only apply to future service requests and will be made available to Clients via email, upon request, or on the Service Provider’s website where applicable.
11. Miscellaneous Provisions
a. Non-Waiver: The failure of the Service Provider to strictly enforce any provision of these Terms at any time shall not be construed as a waiver of that right, nor shall it prevent the Service Provider from later enforcing that provision or any other provision.
b. Independent Contractor: The Service Provider provides services as an independent contractor. Nothing in these Terms creates a partnership, joint venture, agency, or employer-employee relationship between the Client and the Service Provider.
c. Assignment & Subcontracting: The Service Provider reserves the right to use qualified subcontractors to assist in performing the requested services. The Client may not assign or transfer their rights or obligations under these Terms without the prior written consent of the Service Provider.
d. Electronic Acceptance: The Client agrees that indicating acceptance of these Terms electronically, including but not limited to replying to an email, clicking an “accept” or “agree” button, or continuing to request services after receiving these Terms, constitutes a legally binding electronic signature and creates a valid, enforceable contract.