Terms of Service

These terms govern the services provided by IT First Response LLC, a Florida limited liability company based in Fort Myers, Florida. By booking a service, starting a monthly plan, or using this website, you agree to them. If you do not agree, please do not use our services.

If you have signed a Master Services Agreement and a Service Schedule with us, those documents govern the work we do for you. Where anything on this page differs from them, the signed agreement controls, and this page applies only to what the agreement does not cover.

We provide tech support and computer repair for businesses, including remote troubleshooting, in-person visits, new computer setup, data transfer, hardware installation, virus and malware removal, network support, Microsoft 365 and Azure administration, and ongoing monthly support plans.

We service Lee County, Florida and the surrounding area. We are an independent business and are not affiliated with, endorsed by, or acting on behalf of Microsoft, Stripe, or any other manufacturer or vendor whose products we service.

Remote and phone diagnostics are free. If we can identify your problem without coming to you, it costs you nothing.

There is no separate on-site diagnostic fee. If we need to come to you, that visit is billed at our hourly rate of $125 per hour with a one hour minimum, and the time is due whether or not you go ahead with the work we find.

Any estimate we give is our good-faith assessment based on what we know at the time. Computers regularly reveal additional faults once work begins. If the job turns out to be materially larger or different than estimated, we will stop and get your approval before continuing or charging more.

Current rates are listed on our services page. Hourly work is $125 per hour with a one hour minimum, billed in increments after that. Flat-rate services are priced as listed.

We are based in Fort Myers. Jobs requiring more than an hour of drive time are billed hourly for travel.

Payment is due when the work is complete unless we have agreed otherwise in writing. We invoice through Stripe, so the invoice reaches you from Stripe and is paid there. This website has no checkout and takes no payments.

Prices on the site may change at any time, but the price we quote you for a specific job is the price you pay for that job.

Monthly plans are billed per user, in advance, and continue until either side ends them under the signed agreement. There are three: Essentials, Managed IT, and Managed IT + HIPAA. All three include automated monitoring and alerting, automatic patching, managed antivirus and ransomware protection, Microsoft 365 or Google Workspace backup, account and device management including onboarding and offboarding of users, and email authentication (SPF, DKIM, and DMARC) for your domain.

Managed IT and Managed IT + HIPAA also include one hour of remote support per user each month, pooled across your team, for day-to-day issues during business hours. The pool belongs to the office rather than to individuals, resets at the start of each billing month, and does not carry over. Essentials includes no support hours, so all support time on that plan is billed hourly as you use it.

Managed IT + HIPAA is intended for practices and agencies that handle protected health information. It is Managed IT plus a compliance layer: a business associate agreement executed before we receive, access, or process protected health information; monitoring by a third-party security operations center staffed around the clock, where containment occurs at the time and our own review occurs during coverage hours; an annual security risk analysis; documented safeguards and the evidence supporting them; security awareness training and phishing simulation; audit logging with periodic review; encrypted backup with a documented restore test; and a written incident response plan. Any duty to notify patients, regulators, or anyone else following an incident remains yours. Nothing in this plan makes your organization HIPAA compliant, and no IT vendor can certify HIPAA compliance for your organization or for itself.

Some work sits outside the plan and is billed at our standard business hourly rate of $125 per hour: support time beyond your pool on Managed IT and all support time on Essentials, on-site visits, after-hours and weekend work, major projects and migrations such as a server move or an office relocation, cabling and hardware, and support for software outside your managed stack. We will tell you before work moves into billable territory.

All three plans are priced per user with no seat minimum: Essentials at $60, Managed IT at $125, and Managed IT + HIPAA at $185 per user per month. The covered users are listed in your Service Schedule. A one-time onboarding fee of $150 per user covers bringing your systems under management, and it is the same on every plan because the setup work is the same. That fee is waived if you elect an annual term, and if you end the agreement before that term is up, the waived amount becomes due.

Under Managed IT + HIPAA only, a user who works from a phone or tablet and has no company computer can be covered as a User Lite seat at $75 per user per month. That seat covers the account, sign-in security, protection for your data inside managed applications, email security, awareness training, and identity monitoring. It includes no support hours and does not draw on the pooled hours of your other users. Password resets and multi-factor re-enrolment are not billed; other support for those users is billed at $125 per hour. There is no onboarding fee for a User Lite seat, so adding and removing those users costs nothing extra.

Which seat a person falls into is decided by the software licence they hold and whether a computer is assigned to them, and the count is taken from your licence records on the first business day of each month. A person we cannot place is treated as a full user. A personal phone does not get the same protection a company computer gets: we protect your data inside the applications we manage and can remove it, and we do not manage the device itself. Shared office computers are billed per device. Your Service Schedule states the classification, the counts, and the device rate in full.

Termination, notice, and any initial term you have elected are governed by your signed agreement rather than by this page. Ending a plan stops future billing at the end of the period you have already paid for. We do not prorate or refund partial months.

This is the most important term on this page. Please read it.

You are responsible for backing up your data before we work on your equipment. Repair, diagnostic, and recovery work carries an inherent risk of data loss, and drives that are already failing can fail completely at any moment, including while being handled correctly.

We take reasonable care with your equipment and your files. We can perform a backup for you as a paid service and we recommend it. But we cannot guarantee your data, and we are not liable for the loss, corruption, or unrecoverability of any data, however it occurs.

Data recovery services are offered for drives that are not physically damaged. Recovery is attempted on a best-effort basis and is never guaranteed, regardless of price paid.

You agree that:

• You own the equipment you ask us to work on, or you have permission from the owner
• You have the legal right to authorize the work, including access to accounts and data
• You will give us accurate information about the problem and the equipment
• Software we install or configure on your behalf is properly licensed to you
• You will provide safe access to the equipment and premises for in-person work

Parts are billed separately from labor unless quoted otherwise, and carry only the manufacturer's warranty. We pass that warranty through to you and do not add our own.

We warrant our labor for 30 days from completion. If the same problem returns within 30 days, we will re-do the work at no charge for labor. This does not cover new or unrelated issues, damage, user error, malware reinfection, or failure of hardware that was already degraded.

Except as stated here, our services are provided as is and we disclaim all other warranties, express or implied, including any implied warranty of merchantability or fitness for a particular purpose.

To the fullest extent permitted by Florida law, our total liability for any claim arising out of our services is limited to the amount you paid us for the specific service that gave rise to the claim.

We are not liable for indirect, incidental, consequential, or punitive damages, including lost data, lost profits, lost business, or downtime, even if we were told such damages were possible.

Nothing in these terms limits liability that cannot be limited under applicable law.

Please give us reasonable notice if you need to cancel or reschedule an appointment. If we arrive for a scheduled on-site visit and cannot access the equipment or nobody is there, the one hour minimum may be charged.

We may decline or stop work at any time, including where the request is unsafe, unlawful, beyond our expertise, or where the equipment is in a condition that makes the work unreasonable. If we stop work partway through, you pay only for work already performed.

If you leave equipment with us, please collect it within 30 days of being told the work is finished. We will make reasonable attempts to reach you. Equipment left beyond 60 days may be treated as abandoned and disposed of, and storage fees may apply.

These terms are governed by the laws of the State of Florida without regard to its conflict of law rules. Any dispute will be brought in the state or federal courts located in Lee County, Florida, and you and we agree to that jurisdiction.

We may update these terms. The date at the top reflects the most recent revision. The terms in effect when you booked a job govern that job.

Questions about these terms? Email support@itfirstresponse.com or call (401) 203-5032.