To proceed with your subscription, please review the following general Help Desk Terms of Service:
DESCRIPTION OF SERVICES. Effective upon your subscription date, PVS will provide services as described in your selected service plan. You can review all Help Desk plans and included features here.
SERVICE REQUESTS & DELIVERY: Service requests are billed according to the details noted for each service level. Example services include but are not limited to: website content updates, design changes, email marketing assistance, phone and web online business consultation and training, domain name management, DNS edits, hosted email system setup & administration (such as G Suite), basic graphics assistance and remote technical support.
Service requests or questions should be emailed directly to the provided member email address. This will put a higher priority on your request. Help Desk clients can expect a maximum turnaround time of five business days. Priority turnaround applies to upper-level plans only. Help Desk Webmaster and Performance clients can expect a maximum turnaround time of three business days. Note that request turnaround time is not guaranteed, and can vary based on the nature and size of the work requested. A delivery time estimate will be provided upon request at the time the request is received.
INCLUDED SERVICE LIMITS: For plans that include site editing and 24/7 support, details are posted here: (https://provirtualsolutions.com/services/help-desk/service-details). Your assent the Help Desk Terms of Service indicate your understanding of your Plan's limits.
INVOICING & PAYMENT TERMS: Monthly automatic credit card billing is required. Applicable service rates are posted on the specific plan information page on this website. Credit cards accepted for payment: Visa, MasterCard, Discover, American Express, JCB and Diners Club. Billing information will be collected during the subscription process to facilitate payment on the service renewal date. A payment receipt will be emailed each billing cycle.
Additional support service requests (or extra consulting hours not included in your selected service plan) will be invoiced separately by email and are due within 5 (five) days of the invoice date.
COMMITMENT/CANCELLATION OF SERVICE: An initial two-month commitment is required for Webmaster and Performance plans only. Afterward, the Client may upgrade/downgrade or discontinue the service at any time, committing only to the remainder of the renewal term (usually monthly). No prorated refund will be offered for cancellation during the service term. The remainder of the service term paid for will be delivered and then discontinued once expired. Unused support time in a service month will not be credited in dollars or “rolled over” to the next month. ProVirtual Solutions reserves the right discontinue service to the client with 7 days notice for any reason; in this case, pro-rated fees paid but not used will be refunded.
TECHNICAL STABILITY: The monitored WordPress website must be technically stable and served by a reliable web host. Necessary corrections and updates to correct problems may incur additional setup fees. Client will be advised in advance if this is the case. In some cases, an initial website audit service may be required to assess stability and correct any deficiencies.
LIABILITY for OUTSIDE SERVICES OR PRODUCTS. ProVirtual Solutions LLC assumes no responsibility for unsatisfactory or unexpected performance of any outside contractor, product or service recommended and/or employed to provide this service. This includes but not limited to: the WordPress platform, WordPress themes, WordPress plugins, Termageddon, contracted technical support services, website scripts, hosting, Sucuri, Amazon AWS, Google Services and/or any other related products or services. Any and all liability related to such use is solely the responsibility of the product or service employed.
SECURITY & WEBSITE REPAIR/RESTORATION. No service provider can guarantee 100% website security. If in the unlikely event the Client’s website is damaged or compromised due to an outside source, PVS will perform a backup restoration service at no additional cost. In some circumstances, PVS may need to arrange for a repair of the site by an outside vendor, with the associated cost paid by the Client, unless included in the selected service plan. If for some reason a change in hosting provider is needed as part of the site repair or restoration, the direct cost of the new hosting service will be the responsibility of the Client.
RESPONSIBILITY FOR WEBSITE CONTENT. PVS is not in any way liable for existing or potential copyright, content ownership or regulatory compliance issues that may arise at any time regarding content posted to the Client’s website, email communications or social media posts. Selection and use of content, including text copy, images, video or other material, is exclusively the responsibility of the Client.
JURISDICTION. This Services Agreement is entirely governed by the laws of the State of Pennsylvania. Any legal action directly involving this Agreement shall be adjudicated in the State of Pennsylvania.
Updated October 23, 2019