Terms of Service & SLA Agreement
1. Scope of Agreement
These Terms of Service govern all professional IT services provided by ZERO TECHNOLOGY CENTRE ("ZERO TECH") to corporate clients, including Managed IT Outsourcing (MSP), turnkey office relocation infrastructure, fiber cabling, cloud migrations, endpoint maintenance, and cleanroom RAID recovery.
2. Service Level Agreement (SLA) & Response Times
- Starter Remote Plan: During standard business hours (Mon-Fri 09:00 - 18:00 HKT), remote helpdesk ticket intake and initial triage response is guaranteed within 15–30 minutes.
- Business Pro Comprehensive Plan: Includes scheduled monthly on-site preventative maintenance. In the event of critical infrastructure outage, dedicated senior engineers are guaranteed on-site within 2–4 hours (Hong Kong metropolitan area).
- After-Hours Emergency Support: Available under designated tier agreements with 24/7 on-call dispatch.
3. Client Responsibilities & Backup Verification
Clients agree to provide appropriate administrator credentials, a safe physical working environment, and genuine software licenses. Prior to destructive repairs or server migrations, both parties must verify that a valid 3-2-1 backup is completed.
4. Billing Terms & 15% Annual Discount
Services may be billed monthly or annually in advance. Clients electing annual prepayment receive an immediate 15% discount on contract fees. Invoices are payable within 14 calendar days of issuance.
5. Governing Law & Arbitration
This agreement is governed by the laws of the Hong Kong Special Administrative Region. Any dispute arising out of or relating to this contract shall be submitted to the Hong Kong International Arbitration Centre (HKIAC) under its administered arbitration rules.