This Schedule applies to hands-on IT work performed by Netz0 inside the customer's layer of responsibility, as introduced in Section 11 of the master Terms. Where this Schedule conflicts with the master Terms, this Schedule prevails for these services.
1. Ordering and Billing
IT Services are available as:
- Recurring managed-service plans, with the included scope itemized in the plan;
- Fixed-price tasks, priced per task as displayed at ordering;
- Hourly work, billed with a one-hour minimum and in 15-minute increments thereafter, at the rates displayed at ordering.
Custom or non-standard work is quoted in advance; work begins on your acceptance of the quote. IT Services fees are non-refundable once the work is performed. Plans that include IT ticket allotments define their quantity and scope in the plan description; support tickets are always free and never count against allotments.
2. Scope of Work
Each IT Services order covers the work described in it — no more. Requests beyond the described scope are new orders or quotes. Netz0 may decline work that is outside its expertise, unlawful, or in violation of the AUP.
3. Access and Authorization
By ordering IT Services on an environment you control, you authorize Netz0 to access it for the ordered work and warrant that you have the right to grant that access. Credentials you provide are used only for the ordered work and handled per the Privacy Policy. Withdrawn or non-functional access that prevents the work does not entitle a refund for time already spent.
4. Your Data and Changes
IT work changes systems. Before substantial work, Netz0 may require, and in all cases recommends, a current backup of the affected environment; you remain responsible for independent backups (master Terms, Section 13.3). Netz0 performs IT Services in a professional and workmanlike manner but does not warrant particular outcomes for third-party software, nor compatibility of your applications with changes you requested.