Introduction

Heartfelt IT is committed to delivering exceptional IT helpdesk support services to small businesses in Ontario, Canada. This Fulfillment Policy outlines the terms and expectations for the provision of our services, ensuring clarity, transparency, and customer satisfaction.
 

1. Service Scope

Heartfelt IT offers the following core services:

• Computer Care: Remote technical support, antivirus solutions, and 24/7 system monitoring.
• Cloud Care: Cybersecurity for email accounts and daily cloud data backups.
• Network Care: Management of office computer networks, including connectivity and performance optimization.
• Cyber Care: Comprehensive cybersecurity protection, including threat detection and mitigation.

Services are provided remotely unless otherwise specified. On-site support is available for clients in Ottawa and Toronto areas as needed.
 

2. Service Delivery Timeline

• Helpdesk Support: Initial response within 1 hour during business hours (Monday to Friday, 8:00 AM – 5:00 PM EST). Critical issues are prioritized and addressed immediately.
• System Monitoring and Maintenance: Performed continuously through automated tools, with reports delivered monthly or as requested.
• Projects and Installations: Delivery timelines will be defined in project agreements, depending on the scope and complexity of the work.
   

3. Service Activation

• New clients will receive service activation within 2 business days after signing the Estimates and completing initial setup procedures.
• Heartfelt IT will provide a welcome package detailing how to access helpdesk support and additional resources.

4. Client Responsibilities

• Provide accurate information about their IT systems and needs.
• Ensure all necessary access credentials and permissions are shared securely.
• Promptly report technical issues to Heartfelt IT’s helpdesk for timely resolution.

• Clients can contact the helpdesk via email, phone, or an online portal.
• Regular updates on ticket status will be provided until resolution.
• For planned maintenance or service interruptions, Heartfelt IT will notify clients at least 48 hours in advance.

• Services are billed monthly unless otherwise specified. Invoices are due within 15 days of issuance.
• Payment methods include credit card, electronic transfer, or cheque.

• Refunds are not provided for services already rendered.
• Service agreements may be terminated with 30 days' written notice. Any pre-paid fees beyond the termination date will be refunded.