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Heartfelt IT Fulfillment Policy

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. Services

Heartfelt IT offers membership services, additional services and one-time project services

    • Membership services are are basic services for obtaining basic computer monitoring, protection and technical support
    • Additional services are monthly based regular services such as backup, email protection, network management and other.
    • One Time Project Services are the services that are provided by demand.

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

Clients are expected to:
  • 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.

5. Communication and Updates

  • 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.

6. Payment and Billing

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

7. Refunds and Cancellations

  • 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.

8. Service Quality Assurance

Heartfelt IT is dedicated to maintaining high service standards. If a client is dissatisfied with the quality of service, they may escalate concerns to the Customer Success Team. Resolutions will be provided within 5 business days.

9. Confidentiality and Security

Heartfelt IT adheres to strict confidentiality and data security protocols to protect client information. All data shared with us is managed in compliance with Canadian privacy laws, including PIPEDA (Personal Information Protection and Electronic Documents Act).

10. Policy Updates

Heartfelt IT reserves the right to amend this Fulfillment Policy. Clients will be notified of significant changes at least 30 days in advance.

Contact Us

If you have questions about this Fulfillment Policy, please contact us:
Heartfelt IT strives to deliver reliable, professional, and personalized IT support to empower small businesses in Ontario. Thank you for trusting us with your IT needs!