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Legal – Terms, Conditions, Warranty & More

Master Service Agreement

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DigiBandit IT Services – Master Service Agreement

Address: 607 St George Blvd, Suite 103, Moncton, NB E1E 2C2
📧 Email: [email protected]
📞 Phone: 1-506-988-9243


How This Agreement Works

  1. Your Custom Agreement
    • By request, defines specific terms and services, hours and pricing.
    • This agreement supersedes this Master Service Agreement.
  2. This Master Service Agreement
    • Outlines core policies, expectations, and standard terms by linking to the specifics as outlined in each referenced ‘digiDocs.’
    • Stands as the default agreement for all subscribers of DigiBandit IT Service’s Managed IT Services.
  3. SSA (Service-Specific Agreements)
    • Covers specific services with unique SLAs and terms.
    • Is subject to this Master Service Agreement, as the service is managed by DigiBandit IT Services.

How We Operate

DigiBandit directly manages core services under this agreement, ensuring reliable IT infrastructure and support.

  • Core services = DigiBandit-managed IT Services (recurring services, user & device management, network operations, invoicing).
  • Addon services = DigiBandit as a VAR/MSP (we act as a reseller and service provider for third-party solutions).

How We Keep Costs Low:

  • We minimize overhead while maximizing asset count to unlock group benefits for businesses and individuals.
  • Management fees cover DigiBandit’s operating expenses and core service administration.
  • Addons allow businesses to operate efficiently while DigiBandit manages them.
  • Projects drive profits—from setting up Google Workspace to building custom servers to digitizing business processes.

📌 You run your business with addons we resell to you.
📌 We keep your business running by managing the services you pay us for.
📌 We fund innovation and improvements through projects you hire us for.


Scope of This Agreement

This Master Service Agreement covers services that are paid on a recurring basis.

Additional and addon services may have their own service agreements.


Explanation of Services

Core Services

Core services are just that, the core offerings of DigiBandit IT Services. This is our time, efforts and the things that keep the lights on.

Addons

Addons are in addition to, but separate from Core Services, in that they are 3rd party solutions to the most common problems we face in this digital world.


Service Response Policy

DigiBandit IT Services is committed to providing fast and effective IT support for all clients.

Response & Resolution Commitment

  • Response Time: We’ll respond to all support requests within 1 hour during business hours.
  • Average Reply Time: Most requests receive a response within 15 minutes.
  • Resolution Time: We work towards a resolution as soon as reasonably possible, with an average of 3 hours for most issues.

Business Hours, Methods of Contact & Support Times

View our hours, details and more on our Methods of Contact digiDoc!

Exclusions & Limitations

  • This policy applies only to services within your agreement.
  • Extended resolution times may occur due to:
    • Third-party vendor delays.
    • Dependencies on client-provided information.
    • Force majeure events.
  • After-hours support is available only with an extended coverage agreement.

Our Rates, Your Discounts

View Our Rates, always up-to-date and available on our website.

If you pay us monthly, you get 33% off our hourly rates for all requests that are not out-of-agreement emergencies.

If you buy 10x of anything, you unlock Wholesale discounts that may save you up to 20%.

Multi-User/Seat/License discounts are available upon request with sufficient endpoint quantity.


Legal Terms & Liability

Governing Law

This Master Service Agreement shall be governed by and construed in accordance with the laws of the Province of New Brunswick, Canada. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts in Moncton, New Brunswick.

Limitation of Liability

DigiBandit IT Services shall not be liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of profits, data, or business opportunities. Our total liability for any claims related to this Agreement shall not exceed the total fees paid by the client in the twelve (12) months preceding the claim.

Service Disruptions & Third-Party Failures

DigiBandit shall not be responsible for service disruptions caused by third-party providers, including but not limited to cloud services, software vendors, ISPs, or hardware suppliers. We will make reasonable efforts to coordinate and escalate issues on behalf of our clients.

Dispute Resolution

In the event of any dispute, the parties agree to attempt resolution through good-faith negotiations. If a resolution cannot be reached, disputes shall be resolved through binding arbitration in Moncton, New Brunswick, before any legal action is taken.

Acceptance

By using our services, you acknowledge and agree to the terms outlined in this Master Service Agreement, as well as any referenced or linked policies. If you require additional legal provisions beyond what is stated here, please contact us to arrange a custom agreement tailored to your specific needs.

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