Master Terms of Service

Document

Master Terms of Service

Issued by

Geek Of States LLC (1800GEEK®)

Effective

October 4, 2026

Applies to

Business clients · USA & Canada

1. Who these Terms apply to

These Master Terms of Service ("Terms") are between Geek Of States LLC, a limited liability company, trading as 1800GEEK® ("1800GEEK", "we", "us"), and the business or organisation that engages us ("Client", "you").

The person who signs, accepts a quote, or requests services on the Client's behalf confirms that they are authorised to bind the Client to these Terms.

We provide services to businesses and organisations only. We do not provide services to individuals for personal, family or household purposes, and these Terms are not a consumer contract.

2. How our agreement fits together

Each engagement is made up of the following documents. If they conflict, the one higher on this list wins:

1. a signed Service Agreement or Statement of Work;
2. an accepted quote or proposal;
3. these Master Terms of Service;
4. our Privacy Policy, Billing, Cancellation & Refund Policy and Remote Management Software Terms.

The document with your name on it always takes priority over this page.

3. Our services

Depending on what you choose, our services may include:

• Fully Managed IT — helpdesk for your staff, monitoring, patching, Microsoft 365 and email administration, network and device management, and a named point of contact;
• Co-Managed IT — tooling, security and additional capacity alongside your in-house IT staff;
• Managed IT + Security — managed IT with advanced security controls, email protection, backup verification and compliance support;
• Projects — for example Microsoft 365 migrations, Windows 11 rollouts, office moves, network upgrades and security assessments;
• Advisory — IT reviews, lifecycle planning and technology roadmaps.

Anything not listed in your Service Agreement or quote is out of scope. We will tell you before out-of-scope work starts and quote it separately — we do not bill for it without your approval.

4. Onboarding

Managed services begin with onboarding: we document your environment, deploy our monitoring and security agents, take over or set up administrative access, and address any urgent risks we find. We will confirm in writing when onboarding is complete. Until then, some systems may not yet be monitored or covered, and we will tell you which ones.

5. Support hours, priorities and response

Our support hours are Monday to Saturday, 9:00 AM to 6:00 PM Central Time, excluding public holidays. Your staff can raise requests by phone on 1-888-915-4335 or by email at support@1800geek.com.

Response and resolution targets for each priority, and any cover outside support hours, are set out in your Service Agreement. Targets describe how quickly we respond and engage; they are not a guarantee that every issue can be resolved within a fixed time.

6. Access to your systems

To deliver managed services, you authorise us to access the devices, accounts and services covered by your agreement, including unattended remote access to managed devices through our monitoring and remote-access software. We will:

• use access only for the services you have engaged us for;
• give each engineer the least access their work requires;
• protect our tools and accounts with multi-factor authentication;
• store administrative credentials in an encrypted vault, not in email, chat or documents;
• keep a record of administrative work performed on your systems; and
• open business data, such as mailboxes or files, only where a task you have requested requires it.

You can review or withdraw our access at any time — see Trust & Security for exactly what we can and cannot see, and how to remove our access.

7. Your responsibilities

• Name at least one authorised contact who can approve changes, purchases and access requests.
• Tell us promptly when staff join or leave, so accounts can be created or disabled on time.
• Keep valid licences and subscriptions for the software and cloud services you use, including those purchased in your own name.
• Do not make changes to managed systems, or engage another provider to do so, without telling us — unannounced changes can break monitoring and security controls.
• Make sure your staff enrol in MFA and follow the security policies we agree with you.
• Provide safe physical access, power and connectivity for on-site work.
• Make sure you have the right to any data you ask us to handle, and give your staff any notices about IT monitoring that the law requires.

8. Ownership of your systems and data

You own your data, user accounts, Microsoft 365 or other cloud tenants, domain names, and any licences or hardware purchased in your name. You also own the documentation we produce specifically about your environment, once the related fees are paid.

Microsoft 365 and other licences you buy from us are assigned to your own tenant and account. We will not register your domains, tenants or licences in our own name unless you ask us to in writing. We keep ownership of our own tools, scripts, templates and know-how, which we may use for other clients.

It is your IT. We look after it; we never take ownership of it.

9. Fees, invoices and payment

Managed services are charged as a recurring fee, normally per user or per device, on the billing cycle stated in your agreement. Projects are priced on scope and confirmed in writing before work begins. Third-party licences and hardware that we procure for you are billed at the price shown in your quote.

Prices are in US dollars unless your quote says otherwise, and exclude applicable taxes, such as U.S. sales tax or Canadian GST/HST/PST, which are added where required. Billing, cancellation and refunds are covered in detail in our Billing, Cancellation & Refund Policy.

10. Term, cancellation and offboarding

Your agreement runs for the term it states. There is no long-term lock-in: either party may end ongoing services by written notice as set out in your agreement. Either party may also end the agreement if the other materially breaches it and does not fix the breach within 30 days of written notice.

When services end, we carry out an orderly offboarding. We will:

• hand back administrative credentials and transfer admin roles to you or your new provider;
• provide the documentation we hold about your environment;
• remove our monitoring and remote-access agents from devices we can reach, and give instructions for any we cannot; and
• cooperate with your incoming provider for a reasonable handover period.

Work beyond a standard handover, such as data exports or migrations, can be quoted. We do not withhold your credentials, data or domains as leverage in a billing dispute.

11. Security and data protection

We maintain administrative, technical and organisational safeguards appropriate to the services we provide, as described in our Privacy Policy and on our Trust & Security page. Security is a shared responsibility: we operate the controls in scope of your agreement, and you remain responsible for your staff's use of your systems.

If we become aware of a security incident affecting your data in systems we manage, we will notify your authorised contact without undue delay and help you investigate and respond.

12. Backups and changes

Where backup is in scope, we monitor backup jobs and carry out restore tests as agreed. Where it is not in scope, keeping backups is your responsibility, and we will tell you if we believe your data is at risk. Before major changes, such as migrations or upgrades, we confirm a usable backup exists. No backup or security measure removes all risk, and we cannot guarantee that data can be recovered in every circumstance.

13. Third-party products and vendors

Many services we manage, including Microsoft 365, cloud platforms, internet connections and line-of-business software, are provided by third parties under their own terms. We are not responsible for their outages, pricing changes or product decisions, but we will work with them on your behalf as your agreement provides.

14. Confidentiality

Each party will keep the other's non-public business information confidential and use it only for the purposes of the agreement. This continues after the agreement ends. It does not apply to information that is public, already known to the recipient, or that must be disclosed by law.

15. Our standard of work

We will perform services with reasonable skill and care, in line with generally accepted industry practice. If you tell us within 30 days that work did not meet that standard, we will re-perform it at no extra charge. Apart from that and any commitments in your Service Agreement, services are provided without other warranties, to the extent the law allows.

16. Limitation of liability

To the extent permitted by law, neither party is liable for indirect, incidental, special or consequential losses, including lost profits, revenue or business interruption. Each party's total liability for all claims arising out of the agreement is limited to the fees paid by the Client for the services giving rise to the claim in the 12 months before the event. These limits do not apply to a party's confidentiality obligations, fraud, or liability that cannot be limited by law.

17. Governing law

These Terms are governed by the laws of the State of Kansas, USA, for clients located in the United States, and by the laws of the Province of Ontario and the federal laws of Canada applicable there, for clients located in Canada, in each case without regard to conflict-of-laws principles. The parties will first try in good faith to resolve any dispute by discussion between senior contacts before starting proceedings.

18. Changes to these Terms

We may update these Terms. The current version, with its effective date, is always published on this page. We will email existing clients about material changes at least 30 days before they take effect. A signed Service Agreement is not changed by an update to this page unless both parties agree.

19. Contact and notices

Formal notices should be sent to Geek Of States LLC at the mailing address on our Contact page, with a copy by email to support@1800geek.com. For anything else, call 1-888-915-4335.