Terms of Service

Effective Date: January 1, 2026

Welcome to Onset Tech. These Terms of Service ("Terms") govern your use of the IT support, infrastructure monitoring, and cloud services (collectively, "Services") provided by ONSET GLOBAL LIMITED ("OnTech", "we", "us", or "our").

1. Service Level Agreement (SLA)

We pledge to maintain the highest levels of uptime and response efficiency. Paid "Complete" tier plans guarantee initial engineering response times of under 1 hour for P1 (Critical) issues. Minor support requests (P3) are usually fulfilled within 12 business hours. OnTech will make commercially reasonable efforts to ensure 99.9% uptime on managed network components within our direct control.

2. Client Responsibilities

To successfully deliver our services, clients are expected to:

• Provide prompt network access and administrative credentials upon request.
• Immediately report potential security breaches or suspected malware to our portal.
• Ensure endpoint devices left connected to corporate networks comply with basic health hygiene outlined during Onboarding.
• Refrain from attempting malicious acts or unauthorized penetrations against the OnTech platform.

3. Payments and Billing

Client portal seats and device monitoring nodes are billed on a recurring monthly or annual basis, payable via credit card or direct debit. Accounts overdue by more than 14 days may face a temporary suspense of Tier-1 helpdesk support until the balance is cleared.

4. Limitation of Liability

While OnTech implements robust backup algorithms and zero-trust policies, we cannot guarantee absolute immunity from zero-day cyber threats or unprecedented hardware failures. OnTech shall not be liable for any indirect, incidental, or consequential damages, including loss of profits or loss of data, arising out of the use of our services.

5. Termination

Unless locked into an annual hardware leasing contract, you may terminate your generalized support Services with a 30-day written notice. Upon termination, OnTech will safely extract and transfer necessary administrative documentation, domains, and credentials back to your internal teams.

These Terms are governed by the laws of England and Wales. For specific contract amendments or custom MSP engagements, your signed Master Service Agreement (MSA) text supersedes these general terms.