This Master Services Agreement (“Agreement”) is between Tecknicos, LLC, a Florida limited liability company (“Tecknicos”), and the business client identified in an Order (“Client”). It applies to every business service Tecknicos provides: website hosting and management, managed IT and setup work, cyber security, app development, business automation, and developer services. Home and personal tech visits are covered by the Home Service Terms instead, and hosted software subscriptions by the Software Subscription Terms.
1. How it works
Orders. Each engagement is set out in an “Order”: a signed quote, statement of work (SOW), or plan subscription that names the services, fees, term, and any specifics. Signing an Order, including electronically in the Tecknicos client portal, means Client accepts this Agreement for that Order. If an Order conflicts with this Agreement, the Order wins for that engagement only.
Changes. Either party may request changes to scope. Changes that affect fees or timelines take effect only once both parties approve a written change order.
2. Services
Tecknicos will perform the services in each Order professionally, in a timely manner, and consistent with generally accepted industry practice, using qualified staff and subcontractors. Tecknicos is responsible for its subcontractors’ work.
Included hours. Where a plan includes monthly hours (for example, content updates or a support retainer), unused hours don’t roll over unless the Order says so, and work beyond them is billed at the published hourly rate after Client approves it.
Business hours. Unless an SLA says otherwise, services are performed during business hours: Monday–Friday, 9am–5pm Eastern, excluding US federal holidays.
Managed services SLA. Managed services come with a service level agreement (SLA) confirmed in the Order when the engagement is contracted. The SLA in the Order governs; the standard targets published on Tecknicos’s website apply only where the Order adopts them. Unless the Order says otherwise:
| Priority | Definition |
|---|---|
| P1 Critical | Client’s business is stopped, or there is a security incident |
| P2 High | A major function is down, or several users are affected |
| P3 Normal | One user or device is affected, and a workaround exists |
| P4 Request | Planned work, changes, and questions |
- Targets are for Tecknicos’s first response or on-site arrival, not for resolution, and are measured from when the ticket is logged in the client portal (or, for P1, from a call where the SLA provides one).
- Target hours count only within the coverage window of Client’s plan. The clock pauses while Tecknicos is waiting on Client (access, approvals, a person on site) or on a third-party vendor.
- Client sets a ticket’s priority; Tecknicos may reclassify it to match these definitions and will tell Client when it does.
- The SLA doesn’t apply outside the on-site service area, during a force majeure event, or to problems caused by Client’s changes made without Tecknicos, or by hardware or software that Tecknicos doesn’t manage.
- On-site labor is billed at the published rate unless the plan or Order includes it. Service credits apply only where the Order provides them, and are Client’s sole remedy for a missed target.
Other on-site work. On-site work outside a managed-services SLA is by appointment during business hours, subject to technician availability.
Client responsibilities. Client will give timely access, information, approvals, and a point of contact; keep its own credentials secure; hold the licenses for software it asks Tecknicos to install or manage; and tell Tecknicos about anything in its environment that is regulated or sensitive.
3. Security work
For cyber security services (assessments, vulnerability scanning, penetration testing, incident response), the Order or a separate rules-of-engagement document will define the scope, systems, and timing. Tecknicos tests only systems Client has authorized in writing and Client confirms it owns or has the right to authorize testing of them. Testing can, rarely, disrupt systems; Tecknicos will take reasonable care to avoid that, and Client should keep current backups. Findings are Client’s Confidential Information.
4. Fees and payment
- Fees are as stated in the Order. Plans bill in advance monthly, or annually where an annual price is offered. Hourly and per-job work bills after it’s performed.
- Invoices are due within 15 days and are payable online by card or bank transfer (ACH) through the payment link on each invoice.
- Late amounts may accrue interest at 1.5% per month or the highest lawful rate, whichever is lower. If an undisputed invoice is more than 30 days overdue, Tecknicos may suspend services after giving notice, and restores them on payment.
- Fees exclude taxes; Client pays applicable sales and use taxes. Third-party costs (domains, licenses, hardware) are billed at cost unless the Order says otherwise.
- Tecknicos may change plan prices with 30 days’ written notice, effective at the next renewal.
5. Term and termination
This Agreement continues while any Order is active. Monthly plans renew month to month and annual plans year to year until either party cancels with 30 days’ written notice before renewal. Either party may terminate an Order if the other materially breaches it and doesn’t cure the breach within 30 days of notice. On termination, Client pays for services performed through the end date, and Tecknicos will provide reasonable transition help — including a copy of Client’s website files and data — at its published rates.
6. Ownership
- Client materials. Client owns its content, data, and materials, and grants Tecknicos a license to use them only to perform the services.
- Deliverables. Once Client has paid for them in full, Client owns the custom deliverables Tecknicos creates specifically for Client (such as a website or application built for Client).
- Tecknicos materials. Tecknicos keeps ownership of its pre-existing and generally applicable tools, code libraries, templates, know-how, and products (including Wemote, ObjectX, and PartnerHub). To the extent they’re built into a deliverable, Client receives a non-exclusive, perpetual license to use them as part of that deliverable.
- Third-party and open-source components stay under their own licenses.
7. Confidentiality
Each party will protect the other’s non-public business, technical, and security information (“Confidential Information”) with at least reasonable care, use it only for this Agreement, and share it only with people who need it and are bound by similar duties. This doesn’t apply to information that is public, already known, independently developed, or rightfully received from someone else, or that must be disclosed by law (with notice where allowed). These duties last for 3 years after the Agreement ends, and for trade secrets and security information, for as long as they remain confidential.
8. Data protection
Tecknicos will process personal information in Client’s systems only to provide the services, protect it with reasonable administrative, technical, and physical safeguards, and notify Client without undue delay after becoming aware of a breach affecting it. A data processing addendum is available on request.
9. Warranties
Tecknicos warrants that services will be performed in a professional and workmanlike manner. If they aren’t, and Client tells Tecknicos within 30 days, Tecknicos will re-perform them at no charge or, if that isn’t practical, refund the fees for the deficient work; that is Client’s exclusive remedy for breach of this warranty. Otherwise, services and deliverables are provided “as is,” and Tecknicos disclaims all other warranties, express or implied, including merchantability, fitness for a particular purpose, and that systems will be error-free, uninterrupted, or immune from security incidents.
10. Indemnification
Tecknicos will defend Client against third-party claims that a deliverable, as delivered, infringes that party’s intellectual property, and pay resulting damages and costs. Client will defend Tecknicos against third-party claims arising from Client’s content or materials, or from systems Client authorized Tecknicos to test or change. The indemnified party must give prompt notice, control of the defense, and reasonable cooperation.
11. Limitation of liability
Neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data, even if advised they were possible. Each party’s total liability under this Agreement is limited to the fees Client paid or owes under the Order giving rise to the claim in the 12 months before the claim. These limits don’t apply to Client’s payment obligations, either party’s indemnification obligations, or liability for gross negligence, willful misconduct, or breach of confidentiality.
12. Insurance
Tecknicos maintains general liability and professional liability (errors and omissions) insurance appropriate to the services, and will provide a certificate of insurance on request.
13. General
- Independent contractors. The parties are independent contractors; nothing creates a partnership or employment relationship.
- Non-solicitation. During an Order and for 12 months after, neither party will solicit for employment the other’s staff or contractors who worked on it, without consent. General job postings are fine.
- Force majeure. Neither party is liable for delays caused by events beyond its reasonable control (other than payment obligations).
- Assignment. Neither party may assign this Agreement without consent, except to a successor in a merger or sale of substantially all of its business.
- Notices. Notices must be in writing to the addresses in the Order or, for Tecknicos, to legal@tecknicos.com and 8900 N Armenia Ave, Ste 216, Tampa, FL 33604.
- Governing law. Florida law governs this Agreement. Disputes go to the state or federal courts in Hillsborough County, Florida.
- Electronic signatures are as valid as handwritten ones.
- Entire agreement. This Agreement and its Orders are the entire agreement about their subject and supersede prior discussions. Amendments must be in writing and signed by both parties. If any provision is unenforceable, the rest remains in effect.