Legal

Terms of Service

The agreement that governs how CallTek delivers outsourced IT support services — what you can expect from us, and what we ask of you.

Acceptance of Terms

These Terms of Service (“Terms”) govern your access to and use of CallTek’s website and services. By engaging CallTek, signing an order form or statement of work that references these Terms, or using this website, you agree to be bound by them. If you are entering into these Terms on behalf of a company, you represent that you have authority to bind that company.

Our Services

CallTek provides outsourced IT support services, including help desk, tech support, live chat, NOC monitoring, field service management, white-label support, and customer support, delivered through the Shared Support or Dedicated Teams model. The specific services, scope, staffing, and delivery model for your engagement are defined in the applicable order form or statement of work (“Order Form”), which forms part of these Terms.

Service Levels & Coverage

Coverage hours, response targets, and escalation paths are set out in the service level agreement (“SLA”) attached to your Order Form. Unless your Order Form states otherwise, engagements are staffed for 24/7 coverage. SLA remedies, where applicable, are your exclusive remedy for missed service levels.

Client Responsibilities

To let us deliver the services effectively, you agree to provide timely access to the systems, tools, documentation, and points of contact reasonably required for the engagement; keep that access current as your environment changes; and ensure you hold the licenses and consents needed for our teams to work inside your systems.

Fees & Payment

Fees, billing frequency, and payment terms are stated in your Order Form. Unless stated otherwise, invoices are due within thirty (30) days of the invoice date. Fees are exclusive of applicable taxes. Staffing changes you request mid-term (scaling up or down) are handled per the flexibility terms in your Order Form.

Confidentiality

Each party will protect the other’s confidential information with at least the care it uses for its own, and use it only for the engagement. White-label engagements carry an additional obligation: CallTek will not disclose its role as your support provider to your customers. Confidentiality obligations survive termination.

Data Protection & Security

CallTek maintains an information security program aligned with its ISO 9001, ISO 27001, SOC 2, and PCI DSS certifications. Where the services involve processing personal data on your behalf, the parties will execute a data processing agreement that governs that processing. Each party will notify the other without undue delay of any security incident affecting the other’s data.

Intellectual Property

You retain all rights in your systems, data, and brand. CallTek retains all rights in its pre-existing methods, tooling, training materials, and know-how. Deliverables created specifically for you under an Order Form are assigned to you on payment, excluding CallTek’s pre-existing materials embedded in them, which are licensed to you for use with the deliverables.

Warranties & Disclaimers

CallTek warrants that the services will be performed in a professional and workmanlike manner by qualified personnel. Except as expressly stated in these Terms or an Order Form, the services are provided without other warranties, express or implied, including implied warranties of merchantability and fitness for a particular purpose.

Limitation of Liability

Neither party is liable for indirect, incidental, or consequential damages. Each party’s total liability under these Terms is capped at the fees paid or payable in the twelve (12) months preceding the claim, except for breaches of confidentiality, IP infringement, or amounts owed under an Order Form.

Term & Termination

Each Order Form states its term and renewal mechanics. Either party may terminate for material breach that remains uncured thirty (30) days after written notice. On termination, CallTek will support an orderly handover of in-flight work, and you will pay for services delivered through the effective termination date.

Governing Law & Contact

These Terms are governed by the laws of [GOVERNING LAW — PENDING COUNSEL], without regard to conflict-of-laws rules. We may update these Terms from time to time; material changes will be notified through the website or your account contact, and the “effective” date above will be revised. Questions about these Terms: contact us.

Questions about these terms, or need a signed copy for procurement?