Terms of Service
INCISION NETWORK LLC — TERMS OF SERVICE
Effective Date: 1/1/2019
Last Updated: 11/1/2025
Applies to: All clients, all services, all locations, all deliverables
1. Purpose of These Terms
Incision Network LLC (“Incision Network,” “we,” “us,” “our”) provides professional IT services, managed IT services, low-voltage cabling, networking, cloud services, cybersecurity, and digital/marketing technology solutions. These Terms of Service (“Terms”) define the obligations, expectations, and protections for both Incision Network and the Client (“you,” “your”). By requesting or receiving services from Incision Network, you acknowledge and agree to these Terms.
2. Services Offered
Incision Network provides services including, but not limited to:
- Professional IT Services (project-based repairs, installs, troubleshooting, upgrades)
- Managed IT Services (ongoing monitoring, support, maintenance, subscriptions)
- Network design, wired/wireless deployment, and structured cabling
- Firewalls, routers, switches, access points, and related infrastructure
- LTE failover configuration and ongoing data/overage billing
- Hosted email/cloud services (including Microsoft 365 licensing and admin)
- Cybersecurity services, endpoint protection, antivirus/EDR, DNS filtering
- Security camera systems, DVR/NVR storage, remote viewing, maintenance
- Audio/video and technology integration services
- Web, digital media, and technical consulting projects
Services may involve third-party vendors (ISPs, manufacturers, cloud providers). Their performance, outages, availability, and warranty terms are outside our control.
3. Scheduling, Access, and Site Readiness
You agree to provide timely access, credentials, physical entry, and required approvals for work to proceed. Delays caused by lack of access, incomplete work areas, or missing approvals are billable.
4. Rates, Billing Increments, and Minimums
Standard on-site, remote, and phone support is billed at $150.00 per hour, charged in 30-minute increments after the first hour, with a 1-hour minimum per visit or service session.
Emergency support is billed at $300.00 per hour.
Additional billing terms:
- Trip charge: $25 per 15 miles one-way for on-site visits beyond 15 miles.
- Data recovery diagnostic/attempt fees:
- Tier 1 & 2 recovery: non-refundable $75 diagnostic/attempt fee.
- Flash recovery: non-refundable $50 diagnostic/attempt fee.
- Some services may require completion at our office or lab.
5. Estimates and Scope Changes
We provide estimates in good faith, but estimates are not guaranteed. If unforeseen deviations exceed the estimate, we will attempt to contact you for approval. If you cannot be reached, work may pause until authorization is received. Work performed outside the defined scope of an estimate is billable at the current hourly rate.
6. Payment Terms
Payment is due immediately upon completion of service, unless otherwise agreed in writing.
- Remote repair services must be paid before work begins.
- Special-order hardware/software or project materials may require prepayment or deposits.
- We accept cash, check, ACH, and major credit cards.
7. Late Fees and Interest (Service-Date Enforcement)
Late fees begin accruing from the date services are rendered, not the invoice date.
- A late fee of 1.5% is added to any unpaid balance every 30 days.
- Late fees compound on the updated outstanding balance each period.
- Failure to receive, open, or review an invoice does not change the due date or waive late fees.
8. Automatic Renewals (Monthly / Annual Plans)
All recurring subscriptions and services (monthly or annual) renew automatically for successive terms unless either party provides written notice of termination at least 30 days prior to renewal. Continued use of services constitutes acceptance of renewal.
9. Suspension of Service
We may suspend services, monitoring, renewals, support access, or discounts if:
- An invoice remains unpaid beyond 30 days,
- A chargeback/payment dispute occurs,
- Accounts fall out of good standing.
Service reinstatement may require full payment plus reinstatement fees.
10. Chargebacks and Disputed Payments
If a credit-card chargeback or bank dispute is initiated:
- A $75 administrative fee is applied,
- All discounts/promotional pricing are void,
- Service may be immediately suspended until the disputed amount and fees are resolved.
11. No-Show and Site-Unprepared Policy
To protect scheduling and technician availability:
- If you do not provide access or are unavailable within 30 minutes of the scheduled time, it is a no-show.
- No-show fee: $150 plus travel ($25 per 15 miles where applicable).
- If the site is inaccessible or unprepared for work, a $150 site-unprepared fee plus travel applies.
- Please provide 24 hours’ notice to cancel or reschedule.
Exceptions beyond your control may be reviewed case-by-case.
12. Warranty and Support Window
Labor is guaranteed for 14 days from the date of service. Hardware is covered only by the manufacturer’s warranty. After 14 days, further support is billable. Warranty does not cover: viruses, configuration drift, third-party changes, environmental issues, or failures outside our control.
13. Data Loss and Cybersecurity Disclaimer
Service work may involve risk of data loss. You are solely responsible for maintaining backups. Incision Network is not liable for:
- Data loss or corruption,
- Malware/ransomware incidents,
- Downtime or loss of business,
- ISP outages, cloud provider failures, or third-party interruptions.
Data recovery services are best-effort and do not guarantee successful restoration.
14. Security Camera / Video Retention Disclaimer
Camera and recording systems depend on power, network stability, storage health, and environmental conditions. Incision Network is not liable for lost footage, failed recordings, or legal/insurance outcomes related to missing video.
15. Ownership of Produced Materials and Portfolio Rights
Once paid in full, you retain the right to use delivered materials for appropriate business purposes. Incision Network may retain backups for internal records but cannot guarantee indefinite archival due to mechanical failure, disaster, or theft. We reserve the right to display completed or in-progress work (excluding confidential material) in our portfolio and promotional media.
16. Collections and Attorney Fees
Unpaid balances may be referred to collections. You agree to pay all costs of collection, including reasonable attorney fees, administrative fees, and court costs required to enforce these Terms.
17. Cancellation, Returns, and Transfers
Approved orders canceled after work begins are billable for time/materials already incurred. If you transfer services to another provider, you agree to pay our hourly rate for transfer assistance and any pass-through vendor transfer fees incurred on your behalf. Refunds are not provided for completed labor, used time, or released creative/technical deliverables.
18. Limitation of Liability
To the fullest extent allowed by law, Incision Network’s total liability is limited to the amount you paid for the specific service giving rise to the claim. We are not liable for incidental, indirect, or consequential damages.
19. Jurisdiction and Governing Law
These Terms are governed by the laws of the State of Connecticut. Any legal action must be brought in a state or federal court located in Stamford, Connecticut.
20. Changes to These Terms
We may update these Terms from time to time. Updates become effective upon posting to our website. Continued use of our services after posting constitutes acceptance of the updated Terms.
21. Contact
Questions or concerns regarding these Terms may be directed to:
support@incisionnetwork.com
203-388-8827 (option 3)
