Terms of Service

Effective Date: September 21, 2026

These Terms of Service ("Terms") govern access to www.massitpro.com, communications with Mass IT Pro Solution LLC ("Mass IT Pro," "we," "us," or "our"), requests for service, estimates, appointments, and services provided where a separate written agreement does not supersede these Terms.

By using our website, submitting a request, authorizing work, scheduling service, accepting an estimate or proposal, purchasing products or services, or permitting Mass IT Pro to perform services, you agree to these Terms to the extent permitted by applicable law.

1. Relationship to Other Agreements

These Terms are general website and service terms.

Certain services may also be governed by an estimate, proposal, Order Form, Statement of Work ("SOW"), Master Services Agreement ("MSA"), Managed Services Agreement, Service Schedule, Backup Scope, Website Agreement, Hosting Agreement, Business Associate Agreement ("BAA"), Data Processing Addendum ("DPA"), vendor agreement, or other written agreement.

If there is a conflict, the following order of precedence applies unless the applicable written agreement states otherwise:

1. A signed MSA or other negotiated master agreement.
2. A signed SOW, Order Form, Service Schedule, BAA, DPA, or similar service-specific agreement.
3. An accepted estimate or proposal.
4. These Terms.

A service described on our website does not by itself create a service commitment, service level agreement, cybersecurity guarantee, backup guarantee, uptime guarantee, 24x7 human monitoring obligation, compliance certification, or other contractual obligation.

2. Services

Mass IT Pro may provide services including:

• Managed IT services and technology management.
• IT help desk and technical support.
• Remote and onsite IT support.
• Cybersecurity and endpoint security services.
• Endpoint detection and response, extended detection and response, monitoring, alerting and security tooling.
• Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra, Azure and other cloud services.
• Email security, spam filtering and related services.
• Backup, disaster recovery, business continuity and data recovery services.
• Firewall, router, switch, VLAN, VPN, network and Wi-Fi design, installation, configuration and support.
• Structured network and low-voltage technology installation where permitted.
• Security camera, network video recorder and related network-camera installation and configuration.
• Hardware procurement, resale, installation and configuration.
• Software procurement, resale, licensing, subscription provisioning and configuration.
• PC and Mac support.
• Residential IT and networking services.
• Website design, development, hosting coordination, maintenance and support.
• Domain, DNS and email configuration.
• Search engine optimization, analytics and related digital services.
• Technology consulting and compliance-support services.
• Related technology products and services.

The actual scope, exclusions, deliverables, response commitments, equipment, licensing, subscriptions, pricing and schedule for a particular engagement are determined by the applicable written scope.

3. Estimates and Scope Changes

Estimates and proposals are based on information available when prepared.

Additional problems, concealed conditions, unsupported equipment, licensing requirements, cabling conditions, damaged hardware, malware, configuration problems, vendor requirements, building conditions, access limitations or requested changes may affect cost or schedule.

Work outside an approved scope may require additional authorization.

Unless expressly stated otherwise, an estimate is not a guarantee that a particular technical problem can be repaired, recovered or resolved for the estimated amount.

4. Client Authorization

By requesting services, you represent that you have authority to authorize Mass IT Pro to access and work on the applicable:

• Computers and mobile devices.
• Servers and storage systems.
• Networks and internet connections.
• Firewalls, switches and wireless systems.
• Microsoft 365 and other cloud tenants.
• Email accounts and services.
• Websites, hosting accounts and domains.
• Backup systems.
• Security systems and cameras.
• Business applications.
• Facilities, network closets and equipment locations.
• Data and accounts reasonably necessary to provide the requested service.

Mass IT Pro may rely on instructions from individuals reasonably presented as authorized representatives of the client unless we have been instructed otherwise in writing.

5. Client Responsibilities

Clients are responsible for:

• Providing complete and accurate information.
• Maintaining lawful ownership or authorization for systems, accounts, software, licenses, data and content.
• Maintaining appropriate insurance and business continuity procedures.
• Maintaining backups unless backup responsibility has been expressly assigned to Mass IT Pro in writing.
• Providing timely access, approvals, credentials and decisions.
• Protecting administrative credentials and notifying Mass IT Pro promptly of suspected compromise.
• Maintaining safe working conditions for onsite technicians.
• Obtaining building, landlord, property manager, municipal, electrical or other approvals where required.
• Following vendor licensing requirements and acceptable-use policies.
• Informing Mass IT Pro of regulatory, contractual or security requirements that materially affect the requested service.
• Reviewing completed work and promptly reporting suspected problems.

6. Credentials, Administrative Access and Remote Support

Services may require temporary or ongoing administrative access to client systems.

Clients should not submit passwords, private keys, recovery keys, Social Security numbers, payment-card numbers, protected health information or similar sensitive information through ordinary public website forms.

Mass IT Pro may use secure credential-management systems, delegated administrative access, temporary credentials, role-based access, remote support tools or vendor management portals where reasonably appropriate.

Remote support may allow Mass IT Pro to view or control systems, inspect configuration information, install or remove software, transfer files, collect diagnostics, change settings or perform other actions reasonably necessary to provide authorized services.

Clients authorize the installation and operation of support, monitoring, management, backup and security agents where included within the agreed service.

7. Automated Monitoring Versus Staffed Monitoring

Automated monitoring, logging, alerting, backup, endpoint-security, EDR, XDR, network-security, remote-management or similar technology may operate continuously.

Continuous operation of a technology platform does not constitute continuous human monitoring, a 24x7 staffed help desk, a 24x7 staffed security operations center, guaranteed immediate human review, or guaranteed immediate incident response unless that coverage is expressly identified in the applicable Order Form, Service Schedule, SOW or other written agreement.

Alerts may depend on vendor availability, network connectivity, correct configuration, functioning agents and other factors outside Mass IT Pro's control.

8. Cybersecurity Services

Cybersecurity controls reduce risk. They cannot eliminate risk.

No firewall, endpoint-security platform, EDR/XDR product, antivirus product, email-security system, MFA configuration, patch-management system, backup system, security assessment, monitoring platform, awareness training program or other control can guarantee prevention or detection of every:

• Malware infection.
• Ransomware incident.
• Phishing attack.
• Business email compromise.
• Credential theft.
• Unauthorized access.
• Data breach.
• Insider event.
• Zero-day vulnerability.
• Vendor compromise.
• Social-engineering attack.
• Service interruption.

Unless expressly stated otherwise in writing, Mass IT Pro does not provide a guarantee against cyber incidents, financial loss, ransomware, unauthorized access or data compromise.

9. Backup and Disaster Recovery

Backup coverage applies only to systems, accounts, workloads and data expressly included in the applicable written scope.

A backup service does not guarantee that every file, system, version or configuration will always be recoverable.

Recovery Point Objectives ("RPO"), Recovery Time Objectives ("RTO"), retention periods, backup frequency, immutability requirements, restore-testing frequency and disaster-recovery procedures apply only when expressly stated in the applicable written agreement.

Restore testing will be performed at the frequency expressly identified in the applicable Service Schedule, Backup Scope, Order Form or SOW and only where technically supported by the selected platform.

If no restore-testing frequency is stated, no particular restore-testing frequency is promised.

Clients remain responsible for notifying Mass IT Pro when new devices, users, applications, servers, cloud services or data repositories require protection.

10. Data Recovery, Repairs and Migration

Hardware repair, malware remediation, operating-system work, drive replacement, migration, data recovery and troubleshooting can involve inherent risk of data loss, corruption, incompatibility or service interruption.

Unless backup is expressly included in scope, the client is responsible for maintaining a current backup before work begins.

Data recovery is never guaranteed.

A damaged or failing storage device may deteriorate during diagnosis, imaging or recovery attempts.

11. Microsoft 365 and Cloud Services

Mass IT Pro may configure, administer, migrate, secure, license or support Microsoft 365 and other third-party cloud platforms.

Cloud services remain subject to the applicable vendor's licensing, availability, retention, security, pricing and support policies.

Mass IT Pro is not responsible for outages, data loss, account restrictions, licensing changes, vendor security incidents, vendor policy changes, service discontinuation or other failures originating with a third-party cloud provider except to the extent specifically assumed in a written agreement.

Client ownership of its Microsoft 365 tenant, domains and business data is not transferred to Mass IT Pro merely because administrative access has been delegated.

12. Hardware, Software and Licensing

Mass IT Pro may recommend, procure, resell, deliver, configure or install hardware, software and subscriptions.

Third-party products remain subject to manufacturer or publisher warranties, license terms, end-user agreements and return policies.

Once hardware has been ordered, configured, shipped, installed or opened, or once software, licensing, cloud capacity, subscriptions, domains or other third-party services have been provisioned or activated, they may be non-refundable.

Special-order equipment may be non-cancellable.

Manufacturer warranty claims may require cooperation from the client and may be subject to vendor approval.

Mass IT Pro does not provide a manufacturer warranty unless expressly stated in writing.

Third-party subscription pricing, taxes, exchange rates, licensing models and vendor fees may change. Any applicable price-adjustment mechanism will be governed by the client's written agreement.

13. Network, Firewall, Wi-Fi and Cabling Work

Network performance depends on conditions including building construction, radio interference, internet service, device capabilities, cabling condition, client equipment, neighboring networks and vendor limitations.

Wireless coverage estimates are not guarantees of performance at every location.

Where installation requires licensed electrical, construction, fire-alarm, security-alarm or other regulated work outside Mass IT Pro's authorized scope, the client may be required to engage an appropriately licensed contractor.

Mass IT Pro may refuse work that we reasonably determine to be unsafe, unlawful or outside authorized scope.

14. Camera and Video-System Services

Where Mass IT Pro installs or supports cameras, network video systems, recording appliances or related infrastructure, the client is responsible for determining the legality and appropriateness of:

• Camera placement.
• Audio recording.
• Video recording.
• Employee monitoring.
• Customer or visitor monitoring.
• Required signs or notices.
• Access to recordings.
• Recording retention.
• Disclosure of recordings.
• Use of facial recognition or analytics.
• Responses to law-enforcement or third-party requests.

Unless expressly agreed in writing, Mass IT Pro provides technology installation and support only.

Camera installation does not mean that Mass IT Pro provides security-guard services, alarm dispatch, continuous surveillance monitoring, guaranteed recording, guaranteed incident detection or guaranteed preservation of footage.

Recordings can be affected by power loss, internet failure, storage capacity, equipment failure, configuration, tampering, vendor outages or other circumstances outside Mass IT Pro's control.

15. Websites, Domains, Hosting and SEO

Website and digital services may depend on third-party hosting companies, registrars, themes, plugins, APIs, email platforms, payment processors, search engines and other vendors.

Clients are responsible for having appropriate rights to all logos, text, photographs, videos, trademarks, fonts, testimonials, product information and other content supplied to Mass IT Pro.

Clients are responsible for reviewing and approving final website content for factual accuracy, regulatory claims and legal requirements specific to their industry.

SEO, local search, advertising and website optimization services do not guarantee rankings, impressions, traffic, leads, conversions, map placement, revenue or any other business outcome.

Hosting and website maintenance do not guarantee uninterrupted availability unless a specific uptime commitment and remedy are contained in a signed agreement.

Domain-registration responsibilities, ownership and renewal obligations are governed by the applicable service agreement and registrar terms.

16. Compliance and Regulated Industries

Mass IT Pro may provide technical assistance relating to security and compliance frameworks.

Unless expressly agreed otherwise, this assistance is technical and advisory.

Mass IT Pro is not a law firm, accounting firm, certification body, regulator, insurance broker or independent compliance auditor.

Clients remain responsible for determining their legal and regulatory obligations and obtaining appropriate advice regarding requirements such as HIPAA, PCI DSS, GLBA, FTC Safeguards Rule, SOC 2, NIST, CMMC, ISO standards, contractual security obligations and industry-specific requirements.

17. HIPAA and Regulated Data

Clients should not intentionally provide protected health information or other specially regulated data to Mass IT Pro outside an authorized service scope.

Where Mass IT Pro's services require it to act as a HIPAA business associate, the parties must execute an appropriate Business Associate Agreement.

Additional security, confidentiality, data-processing or regulatory terms may be required for regulated engagements.

18. Third-Party Providers

Mass IT Pro may recommend, resell, integrate, administer or support third-party products and services.

Third parties may include hardware manufacturers, cloud providers, software publishers, cybersecurity vendors, backup vendors, domain registrars, hosting companies, internet providers, telecommunications providers, payment processors and other technology providers.

Mass IT Pro is not responsible for third-party outages, breaches, defects, vulnerabilities, pricing changes, licensing changes, discontinued products, support delays or business decisions outside Mass IT Pro's reasonable control.

19. Client Data and Confidential Information

The client retains ownership of its data subject to third-party rights and applicable agreements.

Client data may be accessed, transmitted, copied, temporarily stored or otherwise processed where reasonably necessary to provide the authorized service.

Mass IT Pro will use reasonable measures to protect confidential client information.

Client-specific processing, confidentiality, security, retention and deletion requirements may be governed by an MSA, BAA, DPA, Service Schedule or other written agreement.

20. Intellectual Property

Clients retain ownership of materials they provide.

Unless otherwise agreed in writing, Mass IT Pro retains ownership of its pre-existing:

• Tools.
• Templates.
• Scripts.
• Code libraries.
• Processes.
• Workflows.
• Documentation frameworks.
• Checklists.
• Methodologies.
• Know-how.
• Reusable components.

Ownership or licensing of client-specific website, software, documentation or other deliverables is determined by the applicable written agreement and may be conditioned on full payment.

21. Acceptable Use

You may not use Mass IT Pro's website or services to:

• Violate law.
• Access systems or data without authorization.
• Transmit malware.
• Commit fraud.
• Infringe intellectual-property or privacy rights.
• Harass or threaten others.
• Circumvent security controls without authorization.
• Misuse remote-access or security tools.
• Interfere with our systems.
• Provide false information.
• Request work on systems you do not have authority to access.

Mass IT Pro may refuse or discontinue requests involving suspected unlawful or unauthorized conduct.

22. Fees, Invoices and Payment

Fees, deposits, hourly charges, recurring fees, hardware charges, licensing charges, taxes, travel and other costs are determined by the applicable estimate, invoice, Order Form, SOW or agreement.

Payment is due according to the applicable invoice or agreement.

Failure to pay amounts when due may result in suspension of non-emergency services, licensing, subscriptions or support where permitted by the applicable agreement and law.

The client remains responsible for amounts properly incurred before suspension or termination.

23. Recurring and Subscription Services

Managed services, cloud services, security software, backup services, licensing, website maintenance, hosting and other services may be recurring.

The applicable Order Form, proposal, agreement or subscription terms will govern:

• Initial term.
• Renewal.
• Cancellation.
• Notice requirements.
• Minimum commitments.
• Pricing adjustments.
• License quantities.
• Termination charges, if any.

Third-party licenses may continue to be billable for committed vendor terms even if the client stops using them.

Nothing in these Terms overrides any cancellation, renewal or disclosure right that cannot legally be waived.

24. No Guarantee of Outcome

Technology services depend on numerous conditions outside Mass IT Pro's control.

Unless a specific result is expressly guaranteed in a signed written agreement, Mass IT Pro does not guarantee any particular result from repair, migration, cybersecurity, backup, recovery, website, SEO, cloud, networking, camera, consulting or other services.

25. Warranty Disclaimer

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SERVICES AND THE WEBSITE ARE PROVIDED "AS IS" AND "AS AVAILABLE" EXCEPT FOR WARRANTIES EXPRESSLY PROVIDED IN A SIGNED WRITTEN AGREEMENT.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MASS IT PRO DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ERROR-FREE OPERATION, UNINTERRUPTED OPERATION, SECURITY, COMPATIBILITY, DATA RECOVERY OR SPECIFIC BUSINESS OUTCOME.

Nothing in these Terms eliminates rights or warranties that applicable law does not permit the parties to waive.

26. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MASS IT PRO AND ITS OWNERS, EMPLOYEES, CONTRACTORS AND AFFILIATES WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE OR CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST GOODWILL, LOSS OF USE, BUSINESS INTERRUPTION OR THIRD-PARTY CLAIMS, ARISING FROM THE WEBSITE OR SERVICES.

Unless a signed agreement establishes a different liability limitation, Mass IT Pro's aggregate liability arising from a specific service will not exceed the amount paid to Mass IT Pro for the specific service giving rise to the claim during the three months immediately preceding the event giving rise to the claim, or $500, whichever is greater.

Nothing in these Terms limits liability to the extent such limitation is prohibited by applicable law.

27. Indemnification

To the extent permitted by law, you agree to indemnify and hold harmless Mass IT Pro and its owners, employees and contractors from third-party claims, losses and reasonable expenses arising from:

• Client-provided content that infringes third-party rights.
• Systems or data the client lacked authority to provide.
• Unlawful client instructions.
• Client misuse of services.
• Client violation of applicable law or third-party agreements.
• Camera, surveillance or recording practices selected or controlled by the client.
• Client failure to obtain required permissions, notices or authorizations.

This section does not require indemnification for liability that applicable law prohibits from being shifted.

28. Force Majeure

Mass IT Pro is not responsible for delay or failure caused by events outside its reasonable control, including severe weather, natural disaster, fire, flood, power failure, internet failure, carrier outage, vendor outage, cyberattack, malware outbreak, labor disruption, supply-chain interruption, governmental action, civil emergency, illness, equipment shortage or similar events.

29. Suspension and Termination

Mass IT Pro may suspend or discontinue services where permitted by law and contract if:

• Amounts remain unpaid.
• Continued access creates a security risk.
• The client requests unlawful or unauthorized activity.
• Required licenses expire.
• The client refuses necessary access or cooperation.
• The client materially breaches applicable terms.
• Personnel are subjected to threats, harassment or unsafe conditions.
• Continued service would violate law, vendor terms or professional obligations.

Termination does not eliminate obligations incurred before termination.

30. Governing Law and Disputes

These Terms are governed by the laws of the Commonwealth of Massachusetts without regard to conflict-of-law principles.

Unless a signed agreement provides a different enforceable dispute-resolution process, disputes relating to these Terms or general services will be brought in a court of competent jurisdiction in Massachusetts.

Nothing in these Terms prevents either party from seeking emergency or injunctive relief where legally available.

31. Changes to These Terms

Mass IT Pro may update these Terms prospectively by posting a revised version with an updated effective date.

Changes to these website Terms do not modify a signed client agreement except where that agreement expressly permits incorporation of updated terms.

32. Severability, Waiver and Assignment

If any provision is held unenforceable, the remaining provisions remain in effect to the extent permitted by law.

Failure to enforce a provision is not a waiver of that provision.

Clients may not assign an active service agreement without Mass IT Pro's consent where consent is required by the applicable agreement.

33. Contact

Mass IT Pro Solution LLC
Winchester, Massachusetts
Phone: 508-254-4704
Email: support@massitpro.com
Website: www.massitpro.com