Service Agreement

This page includes the Master Service Agreement (MSA) and the Managed IT Services SLA.

Effective: upon estimate approval / agreement execution Last updated: Dec 20, 2025 Applies to: Zconnect LLC services

1. Master Service Agreement (MSA)

This MSA governs the overall relationship and applies to all Services unless otherwise stated in an approved estimate or written agreement.

1.1 Scope of Services

Zconnect LLC (“ZCONNECT”, “we”, “us”) provides managed IT services, consulting, and related professional services (the “Services”) as described in applicable estimates, service descriptions, and approved orders (“Service Orders”). Services commence upon acceptance of an estimate, execution of a service agreement, or written authorization to begin work.

1.2 Service Orders & Estimates

Each approved estimate or Service Order incorporates this MSA by reference and defines the applicable Services, pricing, and term. Where a conflict exists, the specific Service Order controls for that engagement.

1.3 Fees & Payment

Fees are billed in advance unless otherwise stated. Payment terms are net fifteen (15) days from invoice date unless otherwise agreed in writing. Late payments may result in suspension of Services.

1.4 Term & Termination

Either party may terminate Services with thirty (30) days’ written notice unless otherwise stated in a Service Order. Upon termination, all outstanding fees become immediately due. Where applicable, Customer remains responsible for third-party vendor charges, licenses, or subscriptions.

1.5 Customer Responsibilities

Provide accurate information and timely access to systems, users, and administrative portals as required to deliver Services.
Maintain properly licensed software and vendor support entitlements where applicable.
Notify ZCONNECT of material changes in infrastructure, personnel, or business operations that may affect service delivery.

Note: ZCONNECT is not responsible for issues caused by third-party vendors, unsupported systems, Customer misconfiguration, or unauthorized changes outside our control.

1.6 Confidentiality

Each party agrees to protect the other party’s confidential information using reasonable care and to use such information solely to perform or receive Services, except as required by law.

1.7 Limitation of Liability

To the maximum extent permitted by law, ZCONNECT’s total liability shall not exceed the fees paid by Customer in the three (3) months preceding the event giving rise to the claim. In no event will ZCONNECT be liable for indirect, incidental, special, exemplary, punitive, or consequential damages.

1.8 No Warranty

Services are provided on a commercially reasonable basis. ZCONNECT does not guarantee uninterrupted or error-free operation of systems or services, including those provided by third parties.

1.9 Governing Law

This MSA is governed by the laws of the State of California, without regard to conflict of law principles.

2. Managed IT Services – Service Level Agreement (SLA)

This SLA applies to Managed IT Services and supplements the MSA. Specific inclusions and limits are defined in the applicable service description and approved estimate.

2.1 Service Coverage

Managed IT Services include remote monitoring, administration, and support for covered users, devices, and systems as defined in the applicable service description and approved estimate. Where applicable, coverage may include Microsoft 365 administration, backup and recovery assistance, and Cisco Meraki–based network oversight.

2.2 Support Hours

Standard Support: Monday–Friday, 8:00 AM – 6:00 PM Pacific Time (excluding company-observed holidays).
Emergency Support: Critical Priority (P1) incidents may be addressed outside standard hours on a commercially reasonable basis.

2.3 Response Objectives

Important: Response and resolution times are objectives, not guarantees. Actual times may vary due to third-party dependencies, access limitations, or complexity.

Priority	Description	Target Response	Target Resolution
P1 – Critical	System-wide outage, confirmed security incident, or Cisco Meraki network failure	1 hour	4 hours
P2 – High	Major service degradation affecting multiple users	2 hours	1 business day
P3 – Medium	Routine support, configuration changes, or user issues	4 hours	2 business days
P4 – Low	Informational requests or non-urgent tasks	1 business day	3–5 business days

2.4 Ticketing & Escalation

Requests may be submitted via email, phone, or designated support channels.
Tickets are triaged based on priority and assigned accordingly.
Escalation paths are maintained internally and reviewed periodically.

2.5 Monitoring & Tools

ZCONNECT utilizes commercially reasonable tools to deliver Managed IT Services, including the Cisco Meraki Dashboard (for supported Meraki environments), Microsoft 365 Admin Center, cloud consoles (Azure/AWS), and backup/monitoring platforms as applicable. Monitoring provides visibility and alerting but does not eliminate the risk of service interruptions.

2.6 Exclusions

Unless explicitly stated in writing, the following are excluded:

Hardware procurement, replacement, or physical repair
On-site services
End-of-life or unsupported systems
Third-party vendor outages or failures
Issues caused by Customer misuse or unauthorized changes

2.7 Customer Responsibilities

Maintain supported hardware/software and valid licenses and vendor entitlements.
Provide accurate contact details and timely access required to perform Services.
Notify ZCONNECT of material changes that may affect service delivery.

2.8 Review & Updates

This SLA may be updated periodically. Updated versions apply prospectively and will be posted to this page with a revised “Last updated” date.

3. Acceptance

By approving an estimate, subscribing to Services, or authorizing work to begin, Customer agrees to be bound by this Service Agreement (MSA & SLA) and any applicable Service Order.