NVSP IT Service Agreement

By submitting a device, requesting service, submitting a form, requesting an assessment, scheduling on-site or remote support, approving an estimate, or otherwise engaging NVSP IT (“Company”), you (“Customer”) acknowledge and agree to the following terms.

1. Ownership, Business Authority & Authorization

Customer confirms that they are the lawful owner of the device, system, account, network, or equipment involved in the requested service, or are otherwise authorized to request and approve service.

If the Customer is a business, organization, or other entity, the person requesting, approving, or signing for service represents and warrants that they are authorized to act on behalf of and bind that entity for the requested services, related charges, and these terms.

Customer authorizes NVSP IT to access, operate, test, diagnose, configure, maintain, and repair devices, systems, networks, user accounts, and related technology environments as reasonably necessary to perform requested services.

This may include accessing operating systems, user accounts, email platforms, cloud services, network equipment, printers, shared resources, and system settings when reasonably necessary to perform service.

Services may be performed in person, through device drop-off, on-site service, or remotely through internet-based support tools when applicable.

Any passwords or access credentials provided are used solely for service purposes and are not intentionally retained after service completion except as reasonably necessary for billing, documentation, warranty, follow-up, or legal purposes.

2. Remote Support Services

NVSP IT may provide technical assistance remotely through screen-sharing, remote control, or similar technologies.

By requesting or accepting remote support, the Customer grants NVSP IT permission to access and control the device, system, or supported environment during the support session for troubleshooting, configuration, updates, and repair.

Remote support sessions require a stable internet connection and may use third-party remote access software. NVSP IT is not responsible for interruptions caused by internet connectivity, software compatibility, or third-party services used to facilitate remote access.

Customers may terminate remote sessions at any time by disconnecting the remote access software.

3. Authorized Business Contacts & Approvals

If the Customer is a business, the Customer is responsible for identifying any owners, managers, employees, or other representatives who are authorized to request service, provide access, approve estimates, approve additional work, receive updates, or accept completed work on the Customer’s behalf.

NVSP IT may rely on instructions, approvals, and representations made by those persons unless the Customer provides written notice limiting that authority.

NVSP IT is not responsible for actions taken based on instructions or approvals provided by authorized representatives of the Customer.

4. Business Systems, Networks & Third-Party Environments

Requested services may involve work on business devices, workstations, networks, Wi-Fi systems, printers, shared storage, routers, switches, firewalls, internet connections, email systems, user accounts, cloud platforms, servers, backup tools, and third-party software or vendor-managed environments.

NVSP IT is not responsible for outages, delays, limitations, unsupported configurations, access restrictions, account issues, vendor policies, licensing restrictions, subscription issues, internet service provider problems, manufacturer limitations, or failures caused by third-party products or services.

Customer remains responsible for maintaining valid licenses, subscriptions, vendor relationships, account ownership, and administrative permissions necessary to perform requested services.

5. Data Responsibility

All data stored on the device, system, account, or related environment remains the sole responsibility of the Customer.

Customer acknowledges that data loss, corruption, or exposure may occur during diagnostics, repair, configuration, updates, testing, migration, vendor coordination, or remote troubleshooting.

Customer is responsible for backing up all data prior to service. NVSP IT does not guarantee preservation or recovery of data and is not liable for lost or unrecoverable data except where liability cannot be limited under Minnesota law.

6. Data Recovery Limitation

Data recovery services involve uncertainty. Some data may be permanently unrecoverable due to hardware failure, encryption, prior damage, malware, account issues, vendor restrictions, or system condition.

No guarantee is made regarding the success of any data recovery attempt.

7. Pre-Existing Conditions

Devices, systems, and environments may have pre-existing defects or damage before service begins. NVSP IT is not responsible for pre-existing issues including:

• hardware degradation
• liquid damage
• software corruption
• malware infections
• manufacturer defects
• unsupported configurations
• aging infrastructure

Devices or systems may fail during service due to prior damage, age, component condition, or prior configuration issues.

8. Device Handling & Condition Risk

While NVSP IT takes reasonable care in handling customer devices, electronic devices are inherently fragile and may contain pre-existing weaknesses that are not visible or detectable prior to service.

Customer acknowledges and agrees that devices may experience changes in condition during diagnostics, repair, or handling, including but not limited to cosmetic damage, component failure, or complete device failure.

Certain repairs, including but not limited to hardware repairs, screen replacements, battery replacements, and internal component work, carry inherent risks that may result in additional damage or loss of functionality.

Devices with pre-existing damage, wear, prior repairs, liquid exposure, or aging components carry a higher risk of failure during service.

NVSP IT shall not be held liable for any loss, damage, or change in condition of the device occurring during service, except where such limitation is prohibited under Minnesota law.

9. Device Condition Documentation

NVSP IT may photograph or document the physical condition of devices, equipment, and accessories at intake, during service, or upon completion of service.

Documentation may be used for service records, diagnostics, quality control, or dispute resolution.

Such documentation is limited to the device or equipment itself and does not intentionally include customer personal files or data.

10. Accessories & Included Items

Customer is responsible for removing any accessories, removable media, or personal items including but not limited to cases, SIM cards, memory cards, adapters, and peripherals prior to service unless specifically required.

NVSP IT is not responsible for loss or damage to accessories or items left with the device unless explicitly documented at intake.

11. Nature of Services

Services are provided on an “as-is” and “as-available” basis.

NVSP IT does not guarantee that services will resolve all issues, prevent future problems, or make any device, system, or environment fully secure, fully compliant, or free from future failure.

Testing, updates, resets, configuration changes, software installation, migrations, hardware changes, or vendor interactions may affect system functionality or stored data.

12. Diagnostic Services, Assessments & Fees

Diagnostic services or assessments may be required to determine the cause of issues or the scope of recommended work.

Diagnostic fees, assessment fees, consultation fees, travel fees, or labor fees may apply regardless of whether the Customer proceeds with recommended services. These fees compensate NVSP IT for time spent testing, evaluating, documenting, researching, or consulting regarding the requested work.

13. Third-Party & Subcontractor Services

NVSP IT may utilize third-party vendors, manufacturers, contractors, or subcontractors to assist in completing requested services.

While reasonable care is taken in selecting such providers, NVSP IT is not responsible for acts, omissions, delays, failures, or policy restrictions of third-party providers.

Any warranties related to third-party products or services are provided solely by the third party.

14. Payment, Estimates, Quotes & Scope Changes

Service estimates, quotes, and recommendations are provided in good faith based on the information available at the time and are not guaranteed.

Actual costs may vary based on device condition, system condition, additional findings, hidden damage, business environment complexity, vendor requirements, parts availability, scheduling constraints, or scope changes.

For business customers, quoted pricing applies only to the stated scope of work. Additional issues, added devices, added locations, expanded network work, added data migration, added vendor coordination, or other changes may require revised pricing, hourly billing, or a separate quote.

NVSP IT will make reasonable efforts to obtain approval for material price or scope changes before performing additional billable work.

Customer agrees to pay all approved charges upon completion of service unless otherwise agreed in writing.

Devices, equipment, records, credentials, deliverables, or completed work may be withheld until payment is received in full where permitted by Minnesota law.

Ongoing managed services, recurring maintenance, monitoring, vendor management, compliance services, backup administration, cybersecurity management, or project-based services extending beyond the original approved scope are not included unless separately agreed in writing.

14A. Additional or Separate Service Agreements

Certain services, including but not limited to social media management, marketing services, website services, managed IT services, or project-based work, may be governed by additional or separate agreements, proposals, or written terms.

Where such agreements exist, those terms shall apply in addition to or in place of this Service Agreement for the applicable services.

15. Access, Cooperation & Scheduling

Customer agrees to provide timely access to devices, systems, accounts, locations, decision-makers, vendors, internet connections, and requested information reasonably necessary to perform services.

Delays caused by unavailable contacts, missing credentials, restricted access, third-party approval requirements, vendor response times, unavailable parts, unavailable equipment, or scheduling limitations may delay completion and may affect pricing or estimated timelines.

15A. Refunds, Cancellations & Non-Refundable Charges

Assessment fees, diagnostic fees, consultation fees, travel fees, and labor charges are non-refundable once the related work has begun or has been completed.

Deposits or scheduling fees may be non-refundable once appointment time has been reserved, parts have been ordered, or third-party costs have been incurred.

Special-order parts, software, licenses, subscriptions, and third-party products or services are non-refundable once purchased, ordered, provisioned, or delivered, unless otherwise required by law or permitted by the applicable vendor.

If a concern arises directly from the original service, NVSP IT may review the matter and, at its discretion, offer re-evaluation, corrective service, partial credit, or another reasonable resolution. Nothing in this section creates an obligation to provide a refund except where required by law.

16. Privacy & Confidentiality

NVSP IT respects customer privacy and takes reasonable measures to maintain confidentiality of information encountered during service.

Access to customer data, business records, account information, system information, and related materials is limited to what is reasonably necessary to perform requested services.

NVSP IT does not intentionally review personal files, business files, or communications except where reasonably necessary to diagnose, repair, configure, secure, migrate, or verify requested services.

Customer information may be accessed by authorized employees, contractors, or subcontractors as necessary to perform services.

NVSP IT does not sell customer data.

Additional information about how we collect, use, and store data is available in our Privacy Policy.

17. Data Retention & Deletion

Service-related information and credentials may be temporarily retained for operational, billing, troubleshooting, warranty, follow-up, or legal purposes.

Unless required by law or requested prior to service completion, NVSP IT does not retain copies of customer data after service completion.

Once deleted, data may not be recoverable.

18. Data Security Incident & Breach Notification

NVSP IT maintains reasonable administrative, technical, and physical safeguards to protect customer information.

If a security incident involving personal information occurs, NVSP IT will investigate and provide notification as required under Minnesota or federal law.

19. Illegal or Prohibited Content

If illegal or prohibited content is discovered during service, NVSP IT reserves the right to discontinue service and may report such content to appropriate authorities where required by law.

20. Malware & Unauthorized Software

Devices or systems infected with malware or unauthorized software may require removal, reconfiguration, or system reinstallation.

NVSP IT will not install or maintain pirated, cracked, or illegal software.

Customers are responsible for maintaining valid software licenses.

21. Software Licensing Responsibility

Customers remain responsible for ensuring that all installed software is properly licensed.

NVSP IT is not responsible for software activation failures, licensing restrictions, subscription issues, or vendor policies.

22. Passwords, Credentials & Account Access

Customers may be required to provide passwords, passcodes, encryption keys, administrative credentials, or account access necessary for service.

Customers confirm they have legal authority to provide such access.

NVSP IT is not responsible for issues related to account lockouts, two-factor authentication, third-party account recovery processes, or account limitations imposed by vendors.

Providing access credentials may increase the risk of unintended data exposure during service, which the Customer acknowledges and accepts.

23. Parts & Manufacturer Warranty

Replacement parts may be new, refurbished, or sourced from third-party suppliers.

NVSP IT does not manufacture hardware components and therefore does not provide independent warranties beyond those offered by the part manufacturer or supplier unless otherwise stated in writing.

24. Customer-Supplied Parts

If a customer provides parts or components for installation, NVSP IT is not responsible for compatibility, performance, reliability, or warranty coverage for those parts.

25. Unrepairable Devices or Systems

Some devices, systems, or environments may be determined to be unrepairable, unsupported, or not economically practical to repair due to hardware failure, software condition, parts availability, manufacturer restrictions, vendor limitations, or cost considerations.

Diagnostic or labor fees may still apply.

26. Unclaimed or Abandoned Devices

Devices, equipment, or parts not claimed within 30 days after service completion notification may be considered abandoned.

NVSP IT may charge reasonable storage fees and may recycle, dispose of, or resell abandoned property to recover service and storage costs where permitted by Minnesota law.

27. Service Completion & Limited Warranty

Upon completion of service, the Customer is responsible for verifying that the device, system, or service outcome is functioning as expected.

No guarantee is made that the device or system will be returned in identical cosmetic or functional condition due to the inherent risks of repair and technical work.

Unless otherwise stated in writing, NVSP IT provides no ongoing warranty for services performed, except that NVSP IT may at its discretion re-evaluate issues directly related to the original service within a reasonable timeframe.

NVSP IT is not responsible for new issues arising after service completion due to normal use, updates, malware, hardware failure, vendor changes, internet outages, or third-party modifications.

28. Right to Refuse or Discontinue Service

NVSP IT reserves the right to refuse or discontinue service at its discretion including situations involving suspected illegal activity, abusive behavior, unsafe devices, suspected stolen property, unavailable required access, unreasonable service demands, or circumstances where service cannot reasonably be completed.

Diagnostic, assessment, travel, or labor fees may still apply if service is refused or discontinued after work has begun.

29. Limitation of Liability

To the fullest extent permitted by Minnesota law, NVSP IT shall not be liable for indirect, incidental, special, exemplary, or consequential damages including loss of data, loss of use, loss of profits, loss of revenue, loss of business opportunities, loss of goodwill, business interruption, downtime, delay, missed deadlines, or loss of productivity.

NVSP IT shall not be liable for losses arising from third-party outages, vendor delays, manufacturer restrictions, internet service interruptions, cloud service failures, account lockouts, licensing issues, cybersecurity incidents not caused by NVSP IT’s intentional misconduct, or the Customer’s failure to maintain backups, security controls, valid subscriptions, or vendor support relationships.

Total liability arising from any claim related to the services shall not exceed the amount paid for the specific service giving rise to the claim.

30. Governing Law & Venue

This agreement shall be governed by the laws of the State of Minnesota.

Any legal action arising from this agreement shall be brought in a court of competent jurisdiction located in Minnesota.

31. Severability

If any provision of this agreement is found unenforceable under Minnesota law, the remaining provisions shall remain in full force and effect.

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By submitting a device intake, requesting an assessment, approving an estimate, signing a service form, or requesting service from NVSP IT, the Customer confirms that they have read, understood, and agree to this Service Agreement.