Terms of Service

Effective Date: January 1, 2026 | Last Updated: September 2026

1. Engagement & Scope of Services

SERVINCOL provides professional B2B technology engineering solutions, including:

• Managed IT Services & Help Desk: Proactive workstation and server monitoring, preventative maintenance, unlimited remote help desk, and on-site dispatch.
• Cybersecurity Defense: Perimeter firewall management, endpoint protection, zero-trust security audits, intrusion detection, and incident response.
• Cloud Infrastructure: Deployment, administration, and migration for AWS, Microsoft Azure, Google Cloud, Microsoft 365, and automated backup ecosystems.
• Nearshore Software Engineering: Custom enterprise application development, web platforms, and dedicated engineering pods.
• Structured Cabling & Enterprise Networking: Low-voltage certified cabling, enterprise Wi-Fi mesh systems, and rack configurations.

2. Service Level Agreement (SLA) & Support

SERVINCOL operates a continuous 24/7/365 dual-shore technical dispatch desk. For clients with active Managed IT Service Agreements:

• Critical Incidents (System Down / Security Breach): Initial engineer response time within 15 minutes.
• High Priority (Operational Impairment): Initial engineer response within 1 hour.
• Standard Service Requests: Same-day resolution or scheduled maintenance window.

3. Billing, Fees & Payment Processing

All fees are structured on written Statement of Work (SOW), monthly retainer contracts, or approved digital proposals:

• Currency: Services rendered to US and international clients are invoiced and charged in United States Dollars (USD). Services rendered locally in Colombia may be billed in Colombian Pesos (COP).
• Payment Gateways: Digital invoices, credit cards, and ACH transfers are processed securely through certified banking and merchant payment providers, including Stripe, Inc. and Mercury Bank.
• Payment Terms: Monthly recurring retainers are billed in advance on the 1st of each billing cycle. One-time project invoices are payable according to contract milestones. Invoices not settled within 15 days of due date may incur a late surcharge of 1.5% per month or the statutory maximum.

4. Cancellation & Refund Policy

• Retainer Agreements: Managed IT retainers may be canceled by either party upon 30 days' advance written notice prior to the start of the next billing cycle.
• Project-Based Work: Deposits for custom software engineering or hardware procurement are non-refundable once engineering sprints have commenced or hardware has been deployed.
• Billing Disputes: Clients must notify SERVINCOL of any invoice discrepancy within 14 days of invoice receipt. Verified overcharges will be credited to the Client's next billing cycle or refunded directly through the original payment method.

5. Confidentiality & Proprietary Rights

Both parties agree to protect and keep strictly confidential all trade secrets, customer data, and network credentials obtained during the engagement. SERVINCOL maintains zero ownership claims over Client corporate data or pre-existing intellectual property.

6. Limitation of Liability

To the maximum extent permitted by applicable law, neither party shall be liable for indirect, incidental, or consequential damages resulting from unauthorized third-party ransomware attacks or force majeure events. SERVINCOL's aggregate cumulative liability under any service contract shall not exceed the total fees paid by the Client in the three (3) months preceding the incident.

7. Governing Law & Dispute Resolution

• For Contracts with SERVINCOL GROUP LLC: These Terms shall be governed by and construed in accordance with the laws of the State of Florida, United States, without regard to conflicts of law principles. Exclusive jurisdiction belongs to the courts of Orange County, Florida.
• For Contracts with SERVINCOL CIA SAS BIC: Governed by the laws of the Republic of Colombia.

8. Contact Information

For questions regarding these Terms or billing inquiries, please contact: