Service Agreement.
Clear terms
for every service.

Part 1. General terms

1. Documents and order of priority

Your agreement with FLTECHS consists of this Service Agreement, the accepted quote (including the options you selected and any answers you gave with it), any statement of work, and any written change order signed by both parties. For healthcare clients, it also includes any Business Associate Agreement (BAA) signed by both parties.

If these documents conflict, they apply in this order: a signed change order, then the statement of work, then the accepted quote, then the Part 2 service terms, then the Part 1 general terms. A signed BAA always prevails on how protected health information is handled.

2. Services and scope

FLTECHS provides the services you selected on the accepted quote, in the quantities shown: users, devices, locations, phone numbers, pages, campaigns, keywords or hours. Options that were offered but not selected are not part of the agreement. Anything not listed on the quote is extra scope and is quoted separately.

3. Term and renewal

Each service starts on the start date on your quote, or when we first deliver it. Recurring services are month to month unless your quote states a minimum term. Typical minimum terms are 6 months for SEO, 3 months for Google Ads management and 12 months for bundles or managed IT agreements, as stated on the quote. After any minimum term, the service renews month to month.

4. Fees, billing and taxes

One-time fees are invoiced as stated on the quote. For website projects, 50% is due on acceptance and 50% at launch. Installation and other projects may require a deposit, as stated on the quote. Recurring fees are billed monthly (or yearly, where the plan says so) in advance.

Fees based on users, devices, locations or phone numbers are adjusted to the actual count each billing period. Third-party costs such as software licenses, domain renewals, carrier and messaging fees, and hardware are billed as stated on the quote.

Prices exclude taxes. Florida sales tax is added where required. By adding a card or bank account on file, you authorize FLTECHS to charge it for invoices under this agreement when they are due. Saving a payment method does not charge it.

We may change the price of a recurring service with at least 30 days' written notice. A price change does not apply during a minimum term, except where a vendor raises its own price for a pass-through item, such as Microsoft licenses or carrier fees.

5. Late payment and suspension

Invoices are due on receipt unless the invoice states otherwise. FLTECHS may pause services on accounts more than 15 days past due, after giving you notice, and resumes them once the account is current. Pausing a service does not end the agreement or any minimum term.

6. Changes and extra work

Work outside the signed scope is billed at $110 per hour in 15-minute increments, or at a fixed price, on a written change order. Extra work starts only after you approve the change order. After-hours, weekend and emergency work outside your plan is billed at the rate stated on your quote.

7. Your responsibilities

You provide timely access to your premises, systems and accounts; accurate information; a main point of contact; approvals; and materials you have the right to use. You are responsible for the claims you make about your business, for the lawful use of the services by your staff, and for keeping your own passwords private.

Delays in access, materials or approvals move timelines accordingly. FLTECHS never asks for passwords by email or web form; we use secure invitations and our client portal.

8. Third-party products and services

Many services depend on third parties, such as Microsoft, Google, internet and phone carriers, hardware manufacturers, software vendors and advertising platforms. Their products are subject to their own terms, which you accept when you use them. FLTECHS is not responsible for outages, price changes, policy changes or discontinued features of third-party products, and helps you work around them where we reasonably can.

9. Hardware, software and equipment

Title to equipment you buy passes to you once it is paid in full. Manufacturer warranties pass through to you; warranty work beyond a manufacturer's own service is billed as extra work. Returns follow the supplier's policy and may carry the supplier's restocking fee. Special-order items cannot be returned. Software must be properly licensed in your name.

10. Support hours and response times

Standard support hours are Monday to Friday, 9 AM to 5 PM Eastern, excluding holidays, unless your plan includes after-hours coverage. Response targets are those stated in your plan. The average response time and uptime shown on our website are historical averages, not guarantees.

11. Security and no guarantees

FLTECHS uses reasonable, industry-standard practices to protect the systems we manage. No system can be made completely secure, and we do not guarantee that attacks, outages or data loss will never happen. If you decline a security recommendation, such as multi-factor authentication, backups or replacing unsupported systems, we document it, and FLTECHS is not responsible for losses that the recommendation was meant to prevent.

Search engines, advertising platforms, directories and review sites are controlled by third parties. FLTECHS does not guarantee rankings, traffic, ad approval, reviews, leads, sales or return on investment, and reports what it did and what it produced.

12. Confidentiality and data

Each party keeps the other's confidential information private and uses it only for this agreement. Your data remains yours. FLTECHS accesses and processes it only to provide the services, and protects it with reasonable security measures.

If we learn of a security incident affecting your data in systems we manage, we notify you without unreasonable delay and help you meet any notice obligations you have under Florida law. Health information and other regulated data must not be placed in public reviews or insecure messages.

13. Ownership and handover

Your data, domains, accounts, phone numbers, Google Ads account, Google Business Profile, content and the licenses bought in your name remain yours. Website design files and code transfer to you once all website fees are paid in full. FLTECHS keeps ownership of its own tools, monitoring and security agents, scripts and documentation templates.

When a service ends, FLTECHS removes its agents, hands over admin access and the documentation it keeps for you, and cooperates with an orderly transfer to you or your new provider. Transition work beyond that is billed as extra work. A full website export is $250. We delete retained data after the agreed retention period.

14. Cancellation and termination

Either party may cancel a recurring service with 30 days' written notice, effective at the end of any minimum term. If you cancel during a minimum term, the fees for the rest of that term remain due.

Either party may end the agreement if the other party materially breaches it and does not cure the breach within 30 days of written notice. FLTECHS may end the agreement if an account remains unpaid after suspension. Fees for work performed and costs committed on your behalf, such as annual licenses, remain due.

15. Limitation of liability

Neither party is liable for indirect, incidental or consequential damages or lost profits. Except for unpaid fees and a party's confidentiality or indemnity obligations, each party's total liability under this agreement is limited to the fees you paid in the three months before the claim arose.

16. Indemnity

You will defend and indemnify FLTECHS against third-party claims arising from your content, your claims about your business, your use of the services in violation of law (including consent rules for calls, texts, recordings and cameras), and materials you supplied. FLTECHS will defend and indemnify you against third-party claims arising from its gross negligence or willful misconduct.

17. Events outside our control

Neither party is responsible for delays or failures caused by events outside its reasonable control, including hurricanes and severe weather, floods, power and internet outages, carrier or cloud-provider failures, cyberattacks on third parties, government action and public-health emergencies. Payment obligations for services already delivered continue.

18. Changes to this agreement

FLTECHS may update this Service Agreement. The effective date at the top of this page shows the current version. Updates apply to new quotes right away and to existing services 30 days after we notify you. Until then, the version in effect when you signed continues to apply.

19. General terms

This agreement is governed by the laws of the State of Florida, and any dispute is heard in the state or federal courts serving Collier County, Florida. The parties agree to electronic signatures and records; accepting a quote online is your signature. Notices may be sent by email to the contacts on the quote and to info@fltechs.com. If any provision is unenforceable, the rest remains in effect. FLTECHS is an independent contractor. Neither party may assign the agreement without the other's consent, except to a successor of its business. This agreement and the documents in section 1 are the entire agreement between the parties.

Part 2. Service terms

A. Managed IT and co-managed IT

Managed IT plans include the monitoring, patching, help desk, security tools, backup management, Microsoft 365 administration and on-site support listed in your plan, for the users and devices on your quote. On-site support is routine in Collier County; Lee County and Miami-Dade are supported remotely, with on-site visits scheduled or by appointment, as stated in your plan.

Not included unless quoted: projects (new installations, migrations, office moves, new servers), hardware and software purchases, repairs caused by misuse or accidents, and support for unsupported or end-of-life systems.

To be covered, systems must meet our minimum standards: supported and licensed operating systems and software, a business-grade firewall, working backups and current security tools. Systems that do not meet them are supported on a best-effort basis or at the hourly rate until they are brought up to standard.

With co-managed IT, your internal IT staff keep administrative responsibility for your systems. We agree in writing who handles what, and FLTECHS is not responsible for changes made by your staff or other providers.

B. Cybersecurity

Security services include the protection listed in your plan, such as endpoint detection and response, email filtering, multi-factor authentication, patching, security awareness training and simulated phishing. By ordering training, you authorize FLTECHS to send simulated phishing messages to your staff and to report the results to you.

Responding to an incident beyond your plan (investigation, recovery, rebuilding systems) is billed as extra work or quoted separately. We help you answer cyber insurance questionnaires accurately, but you are responsible for the answers you sign, and we do not guarantee coverage or premiums.

C. Microsoft 365 and cloud services

Microsoft 365 and other cloud licenses are provided under the vendor's own customer agreement, with you as the licensed customer. Some licenses carry an annual commitment set by the vendor; that commitment remains payable even if you cancel the FLTECHS service, until the license term ends.

Migrations follow a written plan and cutover time. You are responsible for the data in your old systems until it is migrated. Microsoft keeps its service available, but deleted or encrypted data can be lost once its retention periods pass; we recommend a separate Microsoft 365 backup, and FLTECHS is not responsible for data that could only have been recovered from a backup you declined.

D. Backup and business continuity

Backup services cover the servers, computers, cloud accounts and data listed in your plan, with the retention and restore-test schedule stated there. Tell us about any data that must be protected and is not listed. Backups greatly reduce risk, but no backup method guarantees that every file can be recovered.

Backup internet (failover) services are subject to the carrier's coverage and terms. Seasonal hurricane readiness reviews are included when your plan lists them.

E. Network cabling, Wi-Fi and installations

Installation quotes are based on a site survey and the conditions we can see. Hidden conditions (for example inaccessible walls or ceilings, obstructions or damaged existing cabling) and changes requested on site are handled by change order. You provide access to the premises and coordinate with your landlord or general contractor; permits, when required, are identified in the quote.

We label, test and document the cabling and equipment we install. We take reasonable care of your premises, but patching, painting and repairs to finishes are not included unless quoted. Any workmanship warranty is the period stated on your quote.

F. Security cameras and surveillance

Camera services include the design, installation and configuration of the cameras, recorders and viewing apps listed on your quote. Installation is performed by personnel holding any license that Florida law requires for the work. Equipment carries the manufacturer's warranty.

You are responsible for the lawful use of your camera system: camera placement, notices and signage, keeping cameras out of private areas such as restrooms and changing rooms, recording retention, and requests for footage. Florida law requires the consent of all parties to record conversations, so audio recording stays disabled unless you confirm that you have that consent.

FLTECHS does not watch your cameras or provide alarm or monitoring services unless your quote says so. Cameras help deter and document incidents but cannot prevent them, and FLTECHS is not responsible for losses caused by theft, damage or other events at your premises.

G. Computer repair and hardware service

Repairs start with a diagnosis, at the fee stated on the quote, and you approve the repair before we do it. Back up your data before service: failing devices can lose data, and FLTECHS is not responsible for data lost on a device that was already failing. If a drive has failed physically, we can refer you to a data recovery lab.

Please pick up repaired devices within 30 days after we tell you they are ready. We contact you before taking any further action on devices that are not collected.

H. Business phone service, texting and AI receptionist

Phone service runs on the FlowPBX cloud platform and needs working power and internet at your location. Uptime commitments are those stated on your quote; outages of your own internet service are not covered.

Number porting: you authorize FLTECHS to port the numbers you list. Porting dates depend on your current carrier. Your numbers remain yours, and you may port them away at any time; fees you owe remain due.

911: calls to 911 over internet phone service may not work during a power or internet outage, and emergency services rely on the address registered for each phone. You must keep the registered address of every phone and app user current, tell us before moving phones, and make sure users know these limits. Phones dial 911 directly, without a prefix.

Call recording: Florida law requires the consent of all parties to record a call. If you enable recording, you are responsible for playing the notice and obtaining consent. Text messaging follows our SMS Terms at fltechs.com/sms-terms and carrier registration rules; you are responsible for collecting consent before texting customers and for honoring STOP requests. AI receptionist answers can be inaccurate and must not replace professional or emergency advice.

I. Websites

FLTECHS designs and builds the agreed pages, components and forms, responsive for phones, tablets and desktops, with the on-page SEO setup described for the package. You supply licensed content, photos, logos, factual claims, approvals and domain access, unless the quote includes content writing. Revision rounds are limited by package (Launch 2, Business 3, Premium 4); extra rounds require written approval.

Priority (+20%) and Express (+40%) delivery are target timelines that depend on complete materials and written dates, not unconditional guarantees. You approve the preview site and the launch in writing. Post-launch fixes are included for 30 days (60 days for Premium). When we replace an existing website, we redirect the existing page addresses to their new pages.

J. Hosting and website care

Hosting plans include the features listed for the selected plan. Basic Hosting covers hosting, SSL and infrastructure support only, not edits or marketing. Edit minutes included in care plans reset monthly and do not roll over. Backups, monitoring and support response times are as described for the plan. Chat, AI assistants, call tracking, booking and review tools are separate services. You remain responsible for domain ownership, lawful content and the access you delegate.

K. SEO and business listings

SEO plans are priced per website and include one eligible physical office; each additional eligible office is $149 per month, and additional domains or markets are quoted separately. Target cities are search markets, not offices. Directory listings included with SEO are not billed again as a separate service. You confirm business eligibility, addresses, hours and listing ownership. Rankings, traffic, reviews, leads and revenue are not guaranteed.

L. Google Ads

You own the Google Ads account, its payment method and budget, and pay advertising spend directly to Google. The management and setup fees do not include ad spend, tracking-number usage or additional campaign scope; additional websites, brands, languages, regions, campaigns and landing pages are extra. You approve ad claims, targeting, regulated-category requirements and conversion definitions. For the Performance plan, management above $10,000 of monthly spend is 10% of spend. Ad approval, clicks, leads, cost per lead, sales and return on investment are not guaranteed.

M. Business tools and AI services

AI voice receptionist, call tracking, AI website assistant, live chat, online booking, review management, AI visibility monitoring and business listings are provided as described on the quote, and their integration scope is confirmed in a technical review before setup. You are responsible for lawful SMS, email and call-recording consent, notices, opt-outs and data retention; for your appointment, cancellation, refund and payment policies; and for staff coverage.

AI responses can be inaccurate and must not replace professional or emergency advice. Review requests go to every customer: no fake reviews, prohibited incentives or review gating. Carrier, number, AI usage and payment-processor fees are billed as agreed.

N. Healthcare clients (HIPAA)

If FLTECHS will create, receive, keep or transmit protected health information for you, the parties sign a Business Associate Agreement before that work begins. You remain responsible for your HIPAA compliance program, including your risk analysis, policies and staff training; FLTECHS supports the technical safeguards described in your plan. Third-party platforms that handle protected health information, such as Microsoft 365 and FlowPBX, are covered by their own business associate agreements where available.

Contact us

Questions about this agreement? Contact FLTECHS (Florida Tech Services) at info@fltechs.com or (239) 986-8647, Monday to Friday, 9 AM to 5 PM ET, in English or Spanish.