📜 Policy Portal

🔒 Privacy Policy

Information We Collect

We collect only the information necessary to provide services, communicate effectively, and maintain business operations:

• Email Addresses – Collected from newsletter subscribers who explicitly opt in. Used solely for delivering updates and announcements. Opt-out instructions are included in all such communications.
• Mobile Numbers – Collected only when clients explicitly opt in. Used solely for sending service related SMS messages such as support updates and important notifications. Clients may opt out of SMS messaging at any time by replying STOP.
• Billing & Contact Info – Includes name or company, billing and delivery addresses, and phone number. This information is used to fulfill orders, issue invoices, and manage customer accounts.
• Communications History – Maintained in our CRM to provide consistent, informed support and track prior interactions for better service continuity.
• Web Server Logs – Includes IP addresses, browser information, and other technical data used for security monitoring, diagnostics, and traffic analysis.
• VoIP Logs – May include Caller ID and call duration for support tracking and quality assurance. We do not record calls unless explicitly stated and consented to.

We do not collect or store payment information such as credit card numbers or banking details. All payment processing is securely handled by third-party providers, such as Stripe or PayPal, and is subject to their respective privacy policies.

We collect this data solely for business operations, service delivery, and customer support. More detail on usage and data sharing appears below.

How We Use Data

The information we collect is used for:

• Fulfilling service requests and issuing invoices
• Providing contact and support communications
• Delivering optional marketing content (opt-in only)
• Activating and managing subscriptions/licenses (e.g., M365, antivirus)

Third-Party Sharing

We never sell your data. We share information only with trusted service providers when necessary to deliver your services, such as:

• Payment processors (e.g., Stripe, PayPal)
• Licensing vendors (e.g., Microsoft)
• Support infrastructure partners

🤝 Confidentiality & Non-Disclosure

As a managed cloud technology provider, we understand the sensitivity of the information we access and handle. This policy outlines our commitment to protecting your confidential information.

Our Commitments

• We treat all client information as confidential by default
• Our staff are bound by strict confidentiality agreements
• We implement technical and organizational measures to protect confidential information
• We limit access to confidential information to personnel who need it to provide services
• We do not share client information with third parties without explicit permission, except as required by law

What We Consider Confidential

• Business Information: Strategic plans, financial data, customer lists, pricing strategies
• Technical Information: Network configurations, security measures, system architecture
• Personal Data: Employee information, customer data, contact details
• Intellectual Property: Trade secrets, proprietary processes, custom code
• Authentication Information: Passwords, access credentials, security tokens
• Communications: All communications between us and clients or prospective clients, including emails, calls, messages, and any correspondence
• Client System Communications: All client communications that travel through or are stored on systems we manage, including email, messaging, file transfers, and any data transmission
• Observed Information: Any information we observe, access, or encounter while working on client networks, systems, or infrastructure, regardless of whether it was intentionally shared with us

Duration of Confidentiality

• All client information remains confidential indefinitely, regardless of our relationship status - past, present, or former clients
• We do not retain data longer than necessary for business operations or as required by law
• Upon termination of services, client data is deleted according to our data retention schedule unless legally required to maintain records
• Our confidentiality obligations continue permanently, even after data deletion and service termination
• Confidentiality applies to all information, regardless of when it was obtained or the current status of our business relationship

Legal Disclosure & Subpoenas

Managed Cloud Technology Solutions Inc. maintains a strict protocol for handling subpoenas and legal requests. While certain subpoenas may be issued without a judge's signature under applicable state law (including New York), we do not treat all legal demands as automatically valid or enforceable.

• We carefully evaluate each subpoena to ensure it has been properly issued, served, and falls within legal jurisdiction
• We reserve the right to decline compliance with subpoenas that appear overly broad, abusive, or not properly domesticated under New York law
• No data will be disclosed without legal review. In most cases, we will notify the affected client and provide an opportunity to object or seek a protective order
• We strongly prefer subpoenas that are issued or reviewed by a judge, especially when the request involves sensitive client data or appears to originate from an adverse party in a civil matter (e.g., divorce, litigation)
• Subpoenas issued by attorneys or other officers of the court without judicial review will be scrutinized and may require additional court validation or client consent prior to compliance

Our top priority is to ensure we do not compromise client confidentiality, legal privilege, or data protection standards. We will always act in good faith to comply with the law while vigorously protecting our clients' rights.

Client References

Unless explicitly agreed otherwise:

• We may list your company name as a client in our marketing materials
• We will not share specific details about services provided
• We will obtain written permission before using your company as a case study or detailed reference
• You may opt out of being listed as a reference at any time by contacting us

Formal NDAs

• We are happy to sign custom non-disclosure agreements upon request
• Our standard service agreements include basic confidentiality provisions
• For projects involving highly sensitive information, we recommend executing a separate NDA before work begins

Breach Notification

In the unlikely event of a confidentiality breach:

• We will notify affected clients within 72 hours of discovery
• We will provide details about the nature and extent of the breach
• We will take immediate steps to mitigate any potential damage
• We will cooperate fully with any investigation into the breach

📋 Terms & Conditions

The following sections outline the full terms and conditions governing our services, products, payments, licensing, warranties, and client responsibilities. These terms apply to all business conducted with Managed Cloud Technology Solutions Inc. and may be updated periodically. By engaging with our services or making a purchase, you agree to abide by these terms.

Eligibility & Scope

• We do not sell to the general public. Sales of hardware, software, and subscription services are only available to active IT consulting and support clients of Managed Cloud Technology Solutions Inc.
• This value-added service ensures that the products we provide are carefully selected, enterprise-ready, and fully compatible with the systems we support.
• By sourcing hardware and software on behalf of multiple clients, we are often able to pass along volume-based savings, streamline support, and simplify warranty or license management.
• Orders must be placed by an authorized representative over the age of 18.
• Managed Cloud Technology Solutions Inc. retains ownership of all hardware, software, and services until full payment is received.
• Clients must be current on all balances to receive product delivery, technical support, or license management.

Licensing and Subscription Services

• All licenses and subscription services (e.g., Microsoft 365, QuickBooks, antivirus, cloud software) are provisioned in the client's name or business entity, not ours.
• Clients may be required to take direct action during renewals, account verification, or offboarding processes (e.g., updating billing details, assigning new admins, or confirming identity).
• We may, at our discretion, decline to renew or manage licenses for former clients or accounts with unpaid balances.
• Where vendor policies allow, we will make reasonable efforts to preserve continuity during transitions, but ultimate control rests with the software publisher or vendor.

Hardware Sales and Services

• Prepayment in full is required prior to delivery on all hardware sales.
• Availability is not guaranteed and is subject to change based on supply conditions.
• All hardware sales are subject to our standard return, refund, and warranty policies outlined below.
• Hardware may be sourced new, used, or refurbished; specifications will be disclosed in advance.
• We may offer substitute or equivalent components where necessary, always prioritizing compatibility and supportability.

Force Majeure

Managed Cloud Technology Solutions Inc. is not responsible for delays, interruptions, or failures in service delivery due to events beyond our reasonable control. While we strive to maintain consistent service delivery, certain circumstances may impact our ability to meet normal service commitments.

Events beyond our control include, but are not limited to:

• Natural disasters (earthquakes, floods, severe weather, wildfires)
• Third-party service outages (internet backbone failures, cloud provider disruptions, vendor system failures)
• Cyberattacks and security incidents affecting infrastructure providers or essential services
• Pandemics and public health emergencies that restrict business operations or travel
• Labor disputes (strikes, work stoppages affecting suppliers or service providers)
• Governmental restrictions (emergency orders, regulatory changes, import/export limitations)
• Utility failures (power outages, telecommunications disruptions)
• Supply chain disruptions affecting hardware availability or shipping services

During force majeure events, we will:

• Make reasonable efforts to minimize service disruptions and communicate delays promptly
• Implement contingency plans where possible to maintain critical service functions
• Provide regular updates to affected clients regarding expected resolution timeframes
• Resume normal service delivery as quickly as safely possible once conditions permit

Service level commitments and delivery timeframes may be suspended during force majeure events, and no penalties, fees, or service credits will apply for delays directly caused by such circumstances. This clause does not excuse payment obligations for services already rendered or delivered.

SMS Communications

We may use text messaging to communicate with clients who explicitly opt in to receiving SMS messages related to IT support, service updates, maintenance notifications, and other service-related information. By providing your phone number and opting in through our website, email, or during service onboarding, you consent to receive SMS messages from us.

Message frequency may vary based on your service activity. Standard message and data rates may apply. You may opt out of SMS communications at any time by replying STOP to any message.

💳 Payment Methods & Chargebacks

Accepted payment methods:

• Credit Card, ACH, or Electronic Payment via Stripe or PayPal (We do not store your card or banking information. All payments are securely processed by trusted third-party providers.)
• Check or Money Order payable to Managed Cloud Technology Solutions Inc. (Orders and services will not be processed until funds have cleared.)
• We do not accept cash. Our technicians are not authorized to accept cash payments.

Disputes & Chargebacks

If you have a billing concern or dispute, we encourage you to contact us directly so we can resolve the issue quickly and fairly. Please call (914) 984-TECH or email billing@mctsny.com.

We fully support your right to dispute charges through your bank or card issuer, and we do not discourage the use of legitimate chargeback processes when necessary. However, we kindly request that you contact us first, as most issues can be resolved without escalation.

If a chargeback or check reversal is submitted without prior contact, your services may be suspended, including any active subscriptions (e.g., Microsoft 365, antivirus). In such cases, we reserve the right to recover any processing fees we incur as a result of the dispute (typically $15–$25 per incident). These amounts will be invoiced to you, and full payment will be required before services are reinstated.

↩️ Refund & Return Policy

Hardware Sales

• A 30-day return window applies from the date of delivery or client acceptance.
• Most unopened hardware can be returned within 30 days of purchase for a full refund unless specifically marked as "final sale" on your invoice, ensuring you have confidence in your purchase decisions.
• Opened hardware is subject to a 15% restocking fee and must be in like-new condition, including all original packaging, accessories, and documentation. This restocking fee helps cover the administrative costs and potential value reduction associated with opened products.
• Custom-built systems, special orders, and items marked as "final sale" cannot be returned except for warranty service as stated on your invoice. These restrictions are clearly disclosed at the time of purchase to ensure transparency in our sales process.
• Return shipping is the customer's responsibility unless the return is due to our error, misdelivery, or defective hardware upon arrival.
• Incomplete, damaged, or modified products may be refused or incur additional fees beyond the standard restocking charge, as these items cannot be resold in their original condition.
• Setup and provisioning fees are non-refundable and may be billed at hourly IT service rates, where applicable, as these represent completed professional services.
• Exceptions may be made in cases of misdelivery, defective hardware, or special situations at our sole discretion, demonstrating our commitment to fair and reasonable customer service.

Subscription Services

• 30-day notice is required to cancel monthly subscriptions.
• We provide a 60-day renewal notice for term-based subscriptions (e.g., annual Microsoft 365). If the client does not respond within 30 days of notice, the subscription will be automatically renewed for the same term (monthly, yearly) and at the current vendor price and terms.
• Microsoft 365 licenses may be canceled within 7 days of activation without commitment.
• Setup and provisioning fees are non-refundable and may be billed at hourly IT service rates, where applicable.
• Subscriptions are not prorated. Regardless of sign-up date, all subscriptions are billed on a calendar-month cycle, with the anniversary date standardized to the 1st of the month.
• Exceptions may be granted in the event of billing errors, accidental renewals, or vendor-side disputes, subject to third-party policy constraints.

Services Rendered

• Services are invoiced after each session, project, or on-site visit, unless otherwise agreed in writing.
• Our hourly IT services are billed in 15-minute increments after the first hour, ensuring fair and precise billing for the time invested in resolving your technical issues.
• If we are unable to resolve your technical issue, you will not be charged for that specific service attempt. We stand behind our ability to deliver results and believe you should only pay for successful problem resolution.
• Project-based work may have specific milestones and deliverables with partial refund options if terminated early by mutual agreement. These arrangements are detailed in project agreements and ensure fair compensation for work completed.
• Managed service subscriptions may be eligible for prorated refunds if canceled mid-billing cycle, subject to the specific terms outlined in your managed services contract.
• Consultation fees, diagnostic fees, and minimum service charges are non-refundable once the service has been provided, as these represent time and expertise that has already been delivered.
• The client agrees to receive invoices by email and is responsible for providing updated contact information if email addresses change.
• Invoiced services must be disputed within 7 days of receipt to ensure timely resolution of any billing concerns.
• No refunds are issued for consulting, support, or setup services once delivered, as these represent completed professional services.
• Exceptions may be made in cases of documented service failure or billing discrepancies at our sole discretion.

📦 General Delivery & Shipping Policy

We strive to ensure all orders are delivered securely and in a timely manner. Our general delivery and shipping policies are as follows:

Order processing takes place Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. Orders received outside of these hours will be processed on the next business day.

We do not offer international shipping. All orders must be delivered within the United States, with a primary focus on our regional service areas.

Delivery Timeframes

All delivery times are estimates only and not guaranteed unless specifically stated otherwise.

• Most in-stock items ship within 1-3 business days after payment clears.
• Digital goods are delivered immediately upon payment confirmation.
• Special order items may require 7-10 days or longer, depending on manufacturer availability.

Delays may occur due to inventory constraints, vendor issues, or shipping carrier delays. We will make reasonable efforts to communicate any significant delays but are not responsible for shipping carrier delays beyond our control.

Shipping Costs & Options

Standard Shipping is free on all eligible orders. Eligibility is determined at the time of purchase and may depend on the size of the order, delivery location, or current service agreements.

Expedited shipping options (Next Day Air, 2-Day Air) are available upon request at additional cost.

For large or specialized equipment, additional freight charges may apply.

In the event that shipping fees apply, these costs will be clearly disclosed before purchase confirmation.

🚚 Physical Goods Delivery & Shipping

Delivery Timeframes for Physical Goods

Most in-stock items ship within 1-3 business days after payment clears.

Special order items may require 7-10 days or longer, depending on manufacturer availability.

Delays may occur due to inventory constraints, vendor issues, or shipping carrier delays. We will make reasonable efforts to communicate any significant delays but are not responsible for shipping carrier delays beyond our control.

Delivery Methods

Most deliveries are made in person by a technician or representative of Managed Cloud Technology Solutions Inc. This allows us to offer on-site setup and ensure the equipment is installed and configured properly at the time of delivery.

When in-person delivery is not possible, Orders will be shipped via a trusted courier such as USPS, UPS or FedEx. All shipments will include tracking information and require a signature upon delivery to confirm receipt.

We may use third-party fulfillment for certain products, especially those shipped directly from distributors or manufacturers.

Shipping Options & Requirements

Standard Shipping is free on all eligible orders. Eligibility is determined at the time of purchase and may depend on the size of the order, delivery location, or current service agreements.

Expedited shipping options (Next Day Air, 2-Day Air) are available upon request at additional cost.

For large or specialized equipment, additional freight charges may apply.

All shipments require a signature upon delivery to confirm receipt and ensure secure delivery of your equipment.

💻 Digital Goods Delivery

Immediate Delivery

Digital goods are delivered immediately upon payment confirmation. This includes:

• Software subscriptions (e.g., Microsoft 365, antivirus, cloud services)
• Digital software licenses and activation keys
• Cloud-based services and account access
• Digital downloads and software installers

License Delivery Methods

Software licenses are typically delivered immediately via email or through our client portal upon payment processing. However, when software purchases include physical components, delivery terms may vary:

Specialized Provisioning Services

Some digital services require specialized provisioning that may extend delivery time beyond immediate activation:

• Microsoft 365 and Google Workspace require DNS configuration and platform setup
• Domain-based services need domain name access and DNS record management
• Enterprise software may require custom configuration and client-specific setup

These services require additional information from the client, including:

• Domain name credentials or registrar access
• DNS management permissions
• Organizational details for proper account setup
• User lists and access requirements

Delivery timeline for provisioned services:

• Initial account creation: Typically within 24-48 hours of receiving required information
• DNS configuration: May require 24-72 hours for full propagation and availability
• Complete setup: Usually completed within 2-5 business days depending on complexity

Domain name services may take up to 24 hours to be fully available to access due to DNS propagation across internet providers, even after successful configuration.

Physical Components Subject to Shipping Terms

When software licenses include physical components, those items are subject to the same shipping terms as hardware:

• Certificate of Authenticity (COA) stickers or cards
• Physical media (CDs, DVDs, USB drives)
• Hardware security keys or dongles
• Printed documentation or user manuals

These physical components will be delivered according to our standard shipping policy, including:

• In-person delivery when possible
• Trusted courier shipping (UPS/FedEx) when necessary
• Signature confirmation required
• Free shipping on eligible orders

Important Notes

• Digital access is not delayed by physical component shipping - you will receive immediate digital delivery while physical items follow standard shipping timelines
• Physical components are non-refundable once shipped, subject to our standard return policy
• Licensing activation may proceed immediately even if physical components are in transit

📜 Warranty and Returns

All custom-built systems sold by Managed Cloud Technology Solutions Inc. include a one-year limited hardware warranty, effective from the date of delivery or acceptance.

This warranty covers:

• Defects in materials or workmanship related to the components we provide.
• Repair or replacement of failed components using new or equivalent parts at our discretion.
• Replacement parts are covered only for the remainder of the original warranty term, not a renewed term.
• Where applicable, a manufacturer's warranty may apply and may either supplement or supersede our warranty. We will assist clients in pursuing manufacturer claims when possible.

This warranty does not cover

Issues unrelated to hardware defects

• Damage resulting from misuse, neglect, abuse, or accidents (including liquid damage, drops, or improper handling)
• Electrical damage, such as surges, lightning strikes, or user-induced overclocking
• Software-related issues, including malware, viruses, unauthorized modifications, or operating system corruption
• Loss or corruption of data, regardless of cause — we strongly recommend clients maintain proper backups

Transfer of warranty and Warranty Service

• This warranty is non-transferable and only valid for the original purchasing client
• On-site warranty service is not included unless specifically agreed upon in writing — all standard warranty service is performed at our facility

Relationship Continuity

Clients who purchased hardware through us will retain warranty coverage through the original expiration date, even if they discontinue IT support services.

However:

• We do not guarantee continued setup, troubleshooting, or remote support for warranty-covered systems without an active IT support agreement.
• We may decline to renew or manage associated software subscriptions or licenses if a client ends their service relationship.
• We are happy to assist in a cooperative offboarding process, provided the client:
  • Notifies us in advance,
  • Is transparent about transition plans, and
  • Is paid in full on all outstanding invoices

🔒 Data Backup & Security

Managed Backup Services

We offer fully managed backup solutions designed for security, reliability, and rapid recovery. These services are proactively monitored and supported by our team to ensure continuity and minimize risk.

Some clients opt to use third-party backup tools, and in some cases we may assist in monitoring or managing these solutions. However, please note the following:

• We strongly recommend using our in-house managed backup services, which we can fully support and verify.
• If you choose to use a third-party provider, you are solely responsible for understanding and managing your backup strategy.
• We are not responsible for any data loss, backup failure, or security breach resulting from third-party tools.
• Clients using third-party providers are bound by the terms and conditions of those services, and we cannot intervene on their behalf.

For more information about our managed backup offerings, please contact us directly.

Cancellation and Reactivation

If you cancel your managed backup service with us:

• We will retain your most recent backup for at least 30 days after cancellation, and potentially longer at our discretion.
• If you request to reactivate service within this period:
  • You may be charged retroactively from the original cancellation date, unless otherwise agreed.
  • A reactivation or reinitialization fee may also apply to cover administrative and storage costs.

We recommend that all backup offboarding be planned in advance to avoid unintended data retention charges and ensure that any data no longer needed is securely purged

Regulatory Compliance (HIPAA, NY SHIELD Act, etc.)

While Managed Cloud Technology Solutions Inc. supports clients across various industries—including healthcare and legal—we do not provide blanket compliance guarantees under any specific regulatory framework (e.g., HIPAA, NY SHIELD Act, PCI-DSS, or GDPR) unless explicitly stated in a written agreement.

Clients who are subject to data protection or security regulations are responsible for:

• Identifying and disclosing any applicable compliance requirements to us in writing
• Ensuring that services we provide (including backup, hosting, and monitoring) meet their regulatory obligations
• Entering into any necessary agreements, such as a Business Associate Agreement (BAA) in the case of HIPAA-covered entities

We can assist clients with HIPAA-aligned solutions (e.g., encrypted backup, access control, audit logging) upon request. However, compliance depends on proper implementation and client-side practices, including password policies, workstation security, and access management.

Our managed backup services use encryption in transit and at rest, and data is stored in secure, access-controlled environments. We take reasonable precautions to safeguard data integrity, but ultimate compliance responsibility rests with the client.

📜 Acceptable Use Policy

This Acceptable Use Policy outlines the rules and guidelines for using our services, systems, and networks. By engaging with our services or accessing any systems we manage, you agree to comply with this policy and understand that violations may result in immediate service suspension or termination.

As a managed cloud technology provider, we maintain high standards for security and operational integrity. These guidelines protect not only our infrastructure but also ensure the security and reliability of services for all our clients.

Prohibited Activities

When using our services, systems, or networks, you must not engage in any of the following activities:

Legal & Security Violations:

• Engage in any illegal activities or violate any applicable federal, state, or local laws
• Attempt to gain unauthorized access to any systems, networks, databases, or data not explicitly provided to you
• Upload, transmit, or distribute malware, viruses, ransomware, or other harmful code of any kind
• Interfere with or disrupt services, servers, networks, or other users' access to systems
• Engage in activities that could harm our infrastructure or impair service availability for other clients

Communication & Content Abuse:

• Use our services to send spam, unsolicited bulk messages, or harassing communications
• Distribute content that infringes on intellectual property rights, including copyright, trademark, or patent violations
• Share account credentials or allow unauthorized third parties to access services provided to you
• Transmit or store illegal, harmful, threatening, abusive, or otherwise objectionable content

Resource & System Misuse:

• Exceed allocated resource limits or engage in activities that consume excessive system resources
• Attempt to circumvent security measures or access controls we have implemented
• Use automated processes that negatively impact system performance or other users' access

Resource Usage Guidelines

Our services are provided with the expectation of reasonable and responsible usage:

• Respect storage quotas and maintain usage within allocated limits specified in your service agreement
• Design automated processes efficiently to minimize resource consumption and avoid impact on other users
• Monitor your usage patterns and contact us if you anticipate exceeding normal usage parameters
• We reserve the right to implement usage limits or throttling for activities that excessively impact shared infrastructure

Content Responsibilities

You are fully responsible for all content stored, transmitted, or accessed through our services. You agree not to store, distribute, or transmit any content that:

• Is illegal, harmful, threatening, abusive, or otherwise objectionable under applicable laws
• Infringes on intellectual property rights or violates licensing agreements
• Contains personally identifiable information without proper authorization and security controls
• Violates export control laws or other regulatory requirements applicable to your industry
• Contains discriminatory, defamatory, or hate-promoting material that could harm individuals or groups
• Compromises the security or privacy of other individuals or organizations

Enforcement & Consequences

We take violations of this policy seriously and reserve the right to take immediate action when violations are detected:

Monitoring & Detection:

• We reserve the right to monitor compliance with this policy through automated and manual processes
• Security monitoring systems may flag suspicious activities for investigation
• We may investigate reported violations and take appropriate action based on findings

Consequences of Violations:

• Immediate suspension or termination of services without prior notice for serious violations
• No refunds will be issued for services terminated due to policy violations
• We may report illegal activities to appropriate law enforcement authorities as required by law
• Legal action may be pursued for violations that cause damage to our systems or other clients

Appeals Process:

• If you believe your account was suspended in error, contact us immediately at security@mctsny.com
• We will review appeals promptly and restore service if the suspension was made in error
• Documented compliance improvements may be required before service restoration

Reporting Violations

We encourage all users and clients to report suspected violations of this policy. If you become aware of any violation, please report it immediately to:

📧 security@mctsny.com

Include the following information to help us investigate promptly:

• Detailed description of the suspected violation
• Date and time when the violation was observed
• Relevant system logs or evidence if available
• Your contact information for follow-up questions

DMCA Copyright Notices

Managed Cloud Technology Solutions Inc. respects intellectual property rights and responds to valid Digital Millennium Copyright Act (DMCA) notices. If you believe that content stored or transmitted through our services infringes your copyright, you may submit a DMCA takedown notice.

To file a DMCA notice, please provide:

• Physical or electronic signature of the copyright owner or authorized agent
• Identification of the copyrighted work claimed to have been infringed
• Identification of the infringing material and its location on our systems
• Your contact information including address, phone number, and email
• A statement of good faith belief that the use is not authorized by the copyright owner
• A statement under penalty of perjury that the information is accurate and you are authorized to act

Submit DMCA notices to: dmca@mctsny.com

We will investigate all properly formatted DMCA notices promptly and take appropriate action, which may include removing or disabling access to the allegedly infringing material. Counter-notifications may be submitted if content was removed in error, following standard DMCA procedures.

We will investigate all reports confidentially and take appropriate action to address verified violations while protecting the privacy and security of all parties involved.

📈 Service Level Agreements

Our Service Level Agreements outline the standards of service and performance commitments you can expect from Managed Cloud Technology Solutions Inc. These SLAs demonstrate our commitment to reliable, responsive, and professional IT support tailored to your business needs.

Service levels vary by service tier and contract type, ensuring that each client receives appropriate support based on their specific requirements and service agreements. These commitments reflect our dedication to maintaining high standards while providing realistic expectations for service delivery.

Response Time Commitments

Our response time commitments are based on issue priority levels and service tier agreements. Response times begin when we receive notification through our primary support channels during designated support hours.

Priority Level Definitions:

• Critical Issues: Complete system outages, security breaches, or issues preventing core business operations
• High Priority: Significant functionality loss affecting multiple users or critical business processes
• Medium Priority: Limited functionality impact with available workarounds that allow business continuity
• Low Priority: Minor issues, general questions, or requests for enhancements

Service Availability Commitments

We maintain robust infrastructure and monitoring systems to ensure consistent service availability for our managed services:

Infrastructure Uptime:

• Cloud Infrastructure: 99.9% uptime commitment for managed cloud services and hosted environments
• Hosted Applications: 99.5% availability during standard business hours for application hosting
• Backup Systems: 99.99% reliability for data backup infrastructure and recovery services
• Network Services: 99.8% availability for managed network infrastructure and connectivity

Planned Maintenance:

• Scheduled maintenance is performed during off-hours with minimum 48-hour advance notice
• Emergency maintenance may be performed with shorter notice when required for security or stability
• Client notification is provided via email and our client portal for all planned maintenance activities
• Maintenance windows are typically scheduled outside of standard business hours to minimize impact

Support Hours & Availability

Our support availability is designed to meet the diverse needs of our client base while ensuring consistent, professional assistance when you need it most:

Standard Support:

• Monday through Friday, 9:00 AM to 5:00 PM Eastern Time
• Excluding federal holidays and company closure days
• Email and phone support during designated hours
• Emergency contact procedures available for critical issues outside normal hours

Premium Support:

• Monday through Friday, 8:00 AM to 8:00 PM Eastern Time
• Weekend emergency support available for critical issues
• Extended response capabilities with faster escalation procedures
• Priority queue placement for all support requests

Enterprise Support:

• 24/7/365 support coverage for critical issues
• Dedicated support team familiar with your specific environment
• Direct escalation paths to senior technical staff
• Proactive monitoring and issue prevention

Resolution Time Goals

While we strive to resolve all issues as quickly as possible, resolution times depend on issue complexity, client responsiveness, and factors outside our direct control. Our target resolution commitments represent our performance goals based on historical data and industry standards:

Our tiered support structure ensures appropriate response levels based on issue severity and service agreement:

Service Credits & Performance Guarantees

For Enterprise and Premium clients with formal SLA contracts, service credits may be issued when we fail to meet our committed service levels. This demonstrates our commitment to accountability and ensures that our performance standards have meaningful consequences.

Service Credit Structure:

• 5% monthly service credit for each full hour of downtime beyond guaranteed uptime commitments
• Response time credits: 10% monthly credit for each SLA response time failure
• Credits are capped at 100% of monthly service fees for any billing period
• Credit requests must be submitted within 30 days of the incident for processing

Credit Application Process:

• Credits are automatically applied to the following month's invoice when SLA failures are documented
• Detailed incident reports are provided explaining the cause and resolution of SLA failures
• Process improvement commitments are made to prevent similar issues in the future

Important Notes & Disclaimers

SLA Scope & Limitations:

• Detailed SLA terms are provided in individual service contracts and may vary based on specific agreements
• The information above represents our general guidelines but specific contract terms take precedence
• SLAs apply only to managed services and may not cover all aspects of hardware sales or one-time projects
• Force majeure events (natural disasters, internet outages, vendor failures) may affect SLA commitments

Performance Monitoring:

• We maintain detailed performance metrics and provide regular reporting to Enterprise clients
• Monthly SLA reports are available upon request for Premium and Enterprise service tiers
• Continuous improvement processes are implemented based on performance data and client feedback

⚖️ Dispute Resolution

All services, sales, and policies of Managed Cloud Technology Solutions Inc. are governed by the laws of the State of New York, without regard to conflict of law principles.

Any disputes, claims, or legal actions arising from our services or policies shall be subject to the exclusive jurisdiction of the state or federal courts located in Albany County, New York. By engaging our services, you consent to this venue and waive any objection to jurisdiction or forum.

🔄 Policy Updates

These policies may be updated or modified at any time without prior notice.

The most recent version, as published on our official website, shall be considered the controlling and binding version for all current and past clients. We encourage clients to review these policies periodically to stay informed of any changes.

📞 Contact Information

Managed Cloud Technology Solutions Inc.
8 Park Hl, Suite 6
Albany, NY 12204-2105
📞 (914) 984-TECH
📠 (914) 432-9329
📧 support@mctsny.com
🌐 https://mctsny.com

Last updated: June 20, 2025