Managed Services Agreement
Managed Services Agreement
Last updated: January 7, 2026
This Managed Services Agreement (“Agreement”) governs the provision of managed IT services, professional services, support services, and related offerings by PCTECH Computer Services Inc. (“PCTECH”, “we”, “us”, or “our”) to any client (“Client”) receiving services from PCTECH.
This Agreement applies to managed services provided on or after January 1, 2026, unless replaced by a later written agreement. By requesting, authorizing, or continuing to use PCTECH services after this date, the Client acknowledges and agrees to be bound by this Agreement.
Relationship to Other Service Terms
This Agreement governs only the managed services expressly included in written quotes, service summaries, onboarding confirmations, or schedules agreed to by the Client. Services performed outside the defined managed services scope may be subject to additional service terms and disclaimers, including Break and Fix Service Disclaimers and general Service Terms, even where the Client also maintains an active Managed Services Agreement.
Nothing in this Agreement guarantees protection from all risks or losses related to technology systems, security incidents, data loss, hardware failure, third party services, or user actions. Limitations of liability, risk disclosures, and client responsibilities stated in other applicable service terms continue to apply where relevant to the services performed.
Definitions
“Services” means the managed IT services, support, monitoring, maintenance, and related services provided by PCTECH.
“Business Day” means Monday through Friday, excluding statutory holidays in British Columbia, Canada.
“Third Party Providers” means vendors, licensors, cloud platforms, carriers, or service providers not owned or controlled by PCTECH.
“Incident” means an unplanned interruption, degradation, security event, or suspected compromise affecting systems or data.
Scope of Services
PCTECH provides managed IT services, support, monitoring, maintenance, security related services, and other technology services as agreed between PCTECH and the Client.
Specific service details, including scope, quantities of equipment, service levels, hours, pricing, delivery method, and term are defined in written quotes, proposals, service summaries, onboarding confirmations, schedules, or similar documents agreed to by the Client.
Services not expressly included are outside scope and may require additional fees or a separate agreement.
Service Hours
Unless otherwise agreed in writing, standard service hours are Monday to Friday, 8:30 am to 5:00 pm Pacific Time, excluding statutory holidays.
Extended service hours, after hours support, on call coverage, or emergency services are available only where expressly included in a written quote, service summary, onboarding confirmation, or commercial schedule, and may be subject to additional fees.
Response Times and Priorities
Response times are targets only and not guarantees. Priority classification and response objectives may vary based on service plan, severity, system availability, and external dependencies.
PCTECH does not guarantee resolution times, restoration outcomes, or uninterrupted availability.
Escalation Procedures
PCTECH maintains internal escalation procedures for incidents based on severity and available information. Escalation does not imply a guarantee of resolution or outcome.
Client escalation requests must be submitted through approved support channels to be considered.
Client Responsibilities
The Client is responsible for providing timely access to systems, networks, credentials, documentation, and personnel as reasonably required for service delivery.
The Client is responsible for maintaining valid software licenses, hardware warranties, internet connectivity, electrical power, physical security, and appropriate internal policies and procedures.
The Client remains responsible for business operations, regulatory compliance, and decisions related to the use of technology services.
Cybersecurity, Ransomware, and Data Breach Risk
PCTECH provides cybersecurity related services on a reasonable efforts basis only. Cyber threats evolve constantly and no system, service, monitoring tool, backup solution, or security control can prevent all security incidents, including ransomware, malware, data breaches, unauthorized access, or data loss.
The Client acknowledges that cybersecurity is a shared responsibility and that security incidents may occur due to factors beyond PCTECH’s control, including user actions, social engineering, phishing, credential compromise, software vulnerabilities, zero day exploits, third party providers, or criminal activity.
Unless expressly agreed in writing, PCTECH does not guarantee the prevention of ransomware attacks, data breaches, or business interruption and is not responsible for damages arising from such incidents, including loss of data, loss of revenue, reputational harm, regulatory penalties, or recovery costs.
The Client is responsible for maintaining appropriate internal security policies, user training, access controls, backups, disaster recovery plans, and cyber insurance coverage suitable for its business and regulatory environment.
Backups, Data Integrity, and Restoration
Unless expressly agreed in writing, PCTECH does not guarantee that backups will be complete, current, free from corruption, or restorable. Backup monitoring does not eliminate the risk of data loss or recovery failure.
The Client remains solely responsible for verifying backup integrity, testing data restoration, and ensuring that retained data meets business, legal, and regulatory requirements.
PCTECH is not responsible for data loss, partial restoration, delayed recovery, or inability to restore data due to ransomware, malware, hardware failure, software defects, third party services, or actions taken by the Client or its users.
Third Party Products and Services
Services may rely on or interact with Third Party Providers. PCTECH is not responsible for outages, failures, security incidents, pricing changes, data loss, or discontinuation of third party products or services, even if recommended, configured, or resold by PCTECH.
Confidentiality
Each party agrees to protect the confidentiality of non public business, technical, or security information received from the other party and to use such information solely for purposes of performing under this Agreement, except where disclosure is required by law.
Contact Information
If you have questions about this agreement, you can contact us through our Contact Us form, or by mail at:
PCTECH Computer Services Inc.
4129 Fraser St.
Vancouver, BC, V5V 4E9
Canada