Heartfelt IT Fulfillment Policy

1. Services

Heartfelt IT offers membership services, additional services and one-time project services

○ Membership services are are basic services for obtaining basic computer monitoring, protection and technical support

○ Additional services are monthly based regular services such as backup, email protection, network management and other.

○ One Time Project Services are the services that are provided by demand.

2. Service Delivery Timeline

○ Helpdesk Support: Initial response within 1 hour during business hours (Monday to Friday, 8:00 AM – 5:00 PM EST). Critical issues are prioritized and addressed immediately.

○ System Monitoring and Maintenance: Performed continuously through automated tools, with reports delivered monthly or as requested.

○ Projects and Installations: Delivery timelines will be defined in project agreements, depending on the scope and complexity of the work.

3. Service Activation

○ New clients will receive service activation within 2 business days after signing the Estimates and completing initial setup procedures.

○ Heartfelt IT will provide a welcome package detailing how to access helpdesk support and additional resources.

4. Client Responsibilities

Clients are expected to:

○ Provide accurate information about their IT systems and needs.

○ Ensure all necessary access credentials and permissions are shared securely.

○ Promptly report technical issues to Heartfelt IT’s helpdesk for timely resolution.

5. Communication and Updates

Clients can contact helpdesk through the following channels: Email, Phone SMS, Online portal.

○ Heartfelt IT will provide regular updates on the status of all support tickets until they are resolved.

○ In the event of planned maintenance or service interruptions, Heartfelt IT will notify clients at least 48 hours in advance.

○ Clients agree to receive SMS notifications from Heartfelt IT if such notifications are necessary for the resolution of a support ticket.

6. Payment and Billing

○ Services are billed monthly unless otherwise specified. Invoices are due within 15 days of issuance.

○ Payment methods include credit card, electronic transfer, or cheque.

7. Refunds and Cancellations

○ Refunds are not provided for services already rendered.

○ Service agreements may be terminated with 30 days' written notice.Any pre-paid fees beyond the termination date will be refunded.

8. Service Quality Assurance

Heartfelt IT is dedicated to maintaining high service standards. If a client is dissatisfied with the quality of service, they may escalate concerns to the Customer Success Team. Resolutions will be provided within 5 business days.

9. Confidentiality and Security

Heartfelt IT adheres to strict confidentiality and data security protocols to protect client information. All data shared with us is managed in compliance with Canadian privacy laws, including PIPEDA (Personal Information Protection and Electronic Documents Act).

10. Policy Updates

Heartfelt IT reserves the right to amend this Fulfillment Policy. Clients will be notified of significant changes at least 30 days in advance.

11. SMS Privacy Policy

15992958 CANADA INC. may disclose Personal Data and other information as follows:

• Third Parties that Help Provide the Messaging Service: We will not share your opt-in to an SMS short code campaign with a third party for purposes unrelated to supporting you in connection with that campaign. We may share your Personal Data with third parties that help us provide the messaging service, including, but not limited to, platform providers, phone companies, and other vendors who assist us in the delivery of text messages.

• Additional Disclosures: Affiliates: We may disclose the Personal Data to our affiliates or subsidiaries; however, if we do so, their use and disclosure of your Personal Data will be subject to this Policy. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Contact Us

If you have questions about this Fulfillment Policy, please contact us:

○ Email: [email protected]

○ Phone: 800-322-9871

Heartfelt IT strives to deliver reliable, professional, and personalized IT support to empower small businesses in Ontario. Thank you for trusting us with your IT needs!

Accessible technology solutions, assessments, planning, and cloud computing for nonprofits in Ottawa, Canada, and across North America. We understand limited budgets and IT expertise, and offer help through grant writing, consulting and tech support.

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