These terms and conditions are subject to change at any time.  Last edited January 1, 2017

General Notes:

Desktop Solution Center, hereafter DSC may charge interest on accounts overdue by 15 days at the rate of 3.5% monthly.  Administration fees will be applied to accounts turned over for collection.  The fee will be the higher of $50 or 20% of the account balance plus a $60 processing fee.  Additionally, accounts not paid within 30 days of collection action starting also subject to additional fees due to recovery costs.

DSC will make best efforts to recover and work with client systems.  No guarantees are provided on the success nor completeness of client data recoveries.  No guarantees are provided on issues encountered and resolutions provided.

Delays due to customer equipment (including backup and recovery speeds), missing passwords or other issues preventing DSC staff from operating in an efficient and effective manner are billable.

Warranties are provided by respective manufacturers and companies of hardware and software.  All time and expenses related to supporting warranty work is deemed billable.

Time and expenses spend support 3rd party hardware and software, whether under warranty or not, regardless if hardware or software is provided by DSC is deemed billable by DSC.

All off-site, remote, on-site and travel times are rounded up to the next quarter hour.

Phone, email work are rounded up to the next 5 minute.

Travel expenses in excess of 30m from the intersection of Walkers Line and Dundas Street, Burlington, ON are billable in addition to the following minimums

  • Ancaster: 0.50 hrs
  • Burlington: 0.25 hrs
  • Hamilton: 0.50 hrs
  • Kitchener/Waterloo: 1.00 hrs
  • Milton: 0.50 hrs
  • Oakville: 0.50 hrs
  • Mississauga: 0.75 hrs
  • Niagara and surrounding region: 1.00 hrs
  • Stoney Creek: 0.50 hrs
  • Toronto: 1.00 hrs
  • Other communities as appropriate

On-site work is subject to a 2 hour minimum charge.  Travel is in addition to this.

Phone, email, off-site and remote work are subject to a 15 minute minimum.

DSC shall not be held responsible due to problems or failure of systems resulting in loss of revenue, additonal fees or other expenses incurred to the client.

Backup Services

Backup services by DSC require clients to check their data and the client is responsible for ensuring what they expect is backed is in fact being backed up. DSC staff are willing to support the client in testing their data. The time involved is billable. Support work to assist clients with checking data, recovering data or backup setup are deemed billable.

DSC will make a best effort to provide the client data in the most timely manner.  Missing data is to be identified as soon as possible to DSC to resolve.  DSC is not responsible for lost data nor external parties hacking and compromising data regardless of negligence or error on the part of DSC and their staff.

Service Contracts

In the event of a call or email received by a client for problems, DSC commits to have a staff member either via remote or on-site within 2 business days, examine the issue.  This is not a guarantee of resolution, but rather identify and see what can be done to address the problem.

Prepurchased service contracts are not transferrable to other clients or potential clients.

Firewall Service

In the event of a call or email received by a client for problems, DSC commits to have a staff member either via remote or on-site within 2 business days, examine the issue.  This is not a guarantee of resolution, but rather identify and see what can be done to address the problem.

DSC will have the unit operational within 4 business days or a replacement unit in place within that time frame.  In the event the damage is due to power or other incidences (physical damage, falling from shelves, etc) on the client premise, the client shall be held responsible for the replacement cost and labour associated with returning the unit to service.

Firewall service does not guarantee against system infection nor block users from accessing certain content.

If the client has requested additional items such as detailed user tracking/logging, etc, these are billed above and beyond the service fees.  As well, hardware necessary to provide these add-on items will be billed directly.  Replacement due to failure of this additional hardware will be billed to the client as well.

 WiFi Services

Hosted WiFi provided as a fee based service for clients usage on client or DSC owned hardware.  This may include hotspot and / or guest networks as well as vlans.  DSC is not responsible for any losses or damages incurred via our services.

Monitoring Services

DSC provides monitoring of systems and various network hardware for a fee.  DSC is not responsible for detection of outages nor failure of equipment.  DSC is not responsible for any losses or damages incurred via our services.