Terms and Conditions: Master Service Agreement

Proprietary & Confidential Information

The enclosed materials are the property of BizNet Solutions, INC. (“BizNet Solutions”). BizNet Solutions reserves all rights, titles, and interests in and to such materials. The terms, conditions, and information set forth herein are confidential to BizNet Solutions, and may not be disclosed in any manner to any person other than the addressee, together with its officers, employees, and agents who are directly responsible for evaluating the contents of these materials for the limited purpose intended. These materials may not be used in any manner other than for such a limited purpose. Any unauthorized disclosure, use, reproduction, or transmission is expressly prohibited without the prior written consent of BizNet Solutions.


1.1. Parties. This Contract is by and between BizNet Solutions, INC. (“BizNet Solutions” or “Provider”) and Client, (“Customer”) Collectively, BizNet Solutions and “Client”, shall be referred to as “the Parties.”

1.2. Purpose. The purpose of this Master Service Agreement (MSA) is to provide the foundation on which the Parties will operate unless specifically modified by a Scope of Work Agreement Purchase Order or Agreement. If any provision of this MSA is modified by a Scope of Work Agreement or Purchase Order or Agreement, such modification shall apply only to that undertaking. Modifications of this MSA at large shall be in writing and agreed to and acknowledged by the Parties.

1.3. Venue. The Parties hereby agree and acknowledge that, notwithstanding other venue provisions, statutes, or rules, the venue for any dispute is appropriate and correct in Nueces County, Texas, as a majority of the services provided under this contract are carried out in Nueces County, Texas. The Parties further acknowledge that the Contract was executed in Nueces County, Texas. The Parties further agree that Harris County is not an inconvenient forum for either party.

1.4. Choice of Law Provision. This Master Service Agreement, each provision herein, the acts to be performed under this Agreement, and all disputes arising from or under this Agreement, the acts to be performed therein, or subsequent undertakings are governed by the laws of the State of Texas.

1.5. Severability. In the event a clause or portion of this contract is deemed illegal, invalid, or otherwise unenforceable, the enforceability of the remaining provisions shall not, in any way, be affected or impaired thereby.

1.6. Merger. This MSA contains and memorializes the entire agreement between the Parties to this MSA, subject to subsequent Scope of Work Agreements or Purchase Orders or Agreements. The Parties are entering into this MSA based solely on the representations herein and are not relying on any representation, assertion, guarantee, promise, or other assurance by either party or their agents.

1.7. Right of First Refusal. BizNet Solutions has the right of first refusal for all IT projects undertaken by or on behalf of Customer. Customers shall notify BizNet Solutions prior to requesting bids for any programming, applications, or hardware upgrades, including phone systems, or data systems. BizNet Solutions shall review the plans or requests for compatibility, ease of transition, and usability – BizNet Solutions shall provide an opinion on each function to the Customer in a timely fashion and, where applicable, begin work in a timely fashion. The purpose of this provision is to ensure smooth installation and transition of goods or services on behalf of the Customer necessary to minimize downtime.

1.8. Definitions

1.8.1. “Computer System” shall mean the computer hardware, identified by model and serial numbers, and the computer software listed herein.

1.8.2. “Services” shall mean the Operation, Maintenance, and Management of the Computer System, specifically defined in the Description of Services.

1.8.3. “Goods” includes all hardware or software, including network cable, necessary to perform under a particular scope of work or undertaking on Customer’s behalf. Such goods may include but are not limited to Computer systems, phone systems, software such as Microsoft Office or other commercially available software, network cables, monitors, printers, scanners, and other such goods utilized in an IT context.

1.8.4. “Information Technology” or “IT” refers to the use of computers and other hardware or software to store, retrieve, transmit, and manipulate data or information. Such definition shall include peripheral devices such as printers, monitors, mice, keyboards, scanners, or other such hardware that the Customer may utilize in its day-to-day transmission, storage, or manipulation of data.

1.8.5. “Operation” shall mean the operation of the Computer System, including, but not limited to, manipulation and computation of data by the Computer System, the outputting of such manipulated and computed data by the Computer System, and communication between elements of the Computer System.

1.8.6. “Maintenance” shall mean remedial maintenance and preventative maintenance of the Computer System.

1.8.7. “Management” shall mean the scheduling of the use of the Computer System, procurement of supplies and spare parts thereof, and recommendation of changes and additions thereto.

1.8.8. “Phone System” shall include the physical phone as well as the technology and programs deployed to utilize the hardware, such as VoIP or traditional landline.

1.8.9. “Up-Time” shall mean the total time, during any calendar week, that the Computer System is available for Operation during the time scheduled for Operation, divided by the total time scheduled for Operation during such calendar week.

1.9. Force Majeure. In any case, where either party hereto is required to do any act, delays caused by or resulting from Acts of God, war, civil commotion, fire, flood or other casualty, labor difficulties, shortages of labor, materials or equipment, government regulations, unusually severe weather, or other causes beyond such party’s reasonable control shall not be counted in determining the time during which work shall be completed, whether such time be designated by a fixed date, a fixed time or a reasonable time, and such time shall be deemed to be extended by the period of such delay.

1.10. Non-Disclosure Agreement. The Parties shall refrain from the disclosure of personal, confidential, or otherwise protected information learned during the term of this MSA and each subsequent undertaking. Personal, confidential, or otherwise protected information shall include but is not limited to Personnel information, including names, addresses, social security numbers, or other such personal information, customer lists, pricing and costs of services, trade secrets, as well as any applicable copyrights, trademarks, patents, or other federally protected intellectual property, research and develop information, or other such information that either party may reasonably suspect is intended to be confidential or personal.

1.11. Location of Services. Unless otherwise agreed to, the services shall be provided or performed at the Customer’s normal place of business. However, such a requirement does not preclude the Provider from offering remote services where practicable.

1.12. Notice and Communication. The Parties are required to provide notice to each other in writing. Such writing may be through email, fax, or U.S. mail, so long as the notice is sent to the designated agent or point of contact of each party. Unless otherwise stated, Customer shall send notice to Raul Gonzalez of BizNet Solutions. “Client” shall provide notice to BizNet Solutions within 72 hours of the signing of this MSA of all acceptable parties to whom notice may be sent.


2.1. Services Provided. Following the signing of this Master Service Agreement by both parties, BizNet Solutions will provide to Customer a “Scope of Work” agreement which shall outline the services to be provided, the terms of such service, including costs, timing of implementation, consideration provided to Customer, and all other specific information necessary for each service or engagement.

2.1.1. During the term of this contract, Provider shall provide and perform Services, which shall be subject to Customer’s written acceptance and shall be performed by Provider’s employees, acceptable to the Customer, who are skilled in the Operation and Maintenance of the Computer System. Customers may, for any reason, request that such employees be replaced with other skilled employees of the Provider.

2.1.2. The Computer System shall be available for Operation, during the term hereof, with an Up-Time of 80% (eighty percent), during the hours of 8:00 am through 5:00 pm, Monday through Friday, excluding holidays recognized in the city where Customer is located.

2.1.3. The preventative maintenance and, whenever possible, the remedial maintenance portions of the Maintenance shall be performed during the times that the Computer System is not scheduled for Operation. To the extent, any Maintenance is required to be performed during the time that the Computer System is scheduled for Operation, the Provider shall provide, at no or some additional cost to the Customer, a backup capability for that portion of the Computer System for which Maintenance is being performed.

2.1.4. During the term of this MSA, Customer shall provide to Provider with sufficient workspace to perform Services.

2.1.5. Client Backup and Date: BizNet Solutions acknowledges that data and information stored on our clients’ systems are of utmost importance. However, we want to clarify that BizNet Solutions, its employees, and affiliates cannot be held responsible or liable for any loss, damage, or compromise of client data, including backup data, or any type of data. BizNet Solutions will not be held legally responsible for any loss of data, hard drive crash, cloud data loss, or any form of loss, stolen, damaged, removed, corrupted, etc., by signing any MSA or contract agreement with BizNet Solutions, you agree to all that is written in 2.1.5 in the Terms of Use and approve all terms.

Data Responsibility: Clients are solely responsible for the management, security, and backup of their data. While BizNet Solutions may provide guidance or recommendations regarding data backup best practices, the ultimate responsibility lies with the client to ensure the safety and redundancy of their data.

Limitation of Liability: BizNet Solutions shall not be held liable for any direct, indirect, incidental, special, or consequential damages arising from data loss, unauthorized access, data corruption, or any other data-related incidents. This includes but is not limited to financial loss, reputational damage, loss of business opportunities, or legal ramifications.

Third-Party Services: In some cases, BizNet Solutions may collaborate with third-party vendors or service providers to deliver specific solutions or services. However, any third-party services, including data backup or storage providers, are subject to their own terms, conditions, and privacy policies. BizNet Solutions cannot be held responsible for the actions, omissions, or failures of third-party providers.

Data Protection Measures: BizNet Solutions strives to implement robust security measures and follows industry-standard practices to protect client data. However, it is important to acknowledge that no security system is entirely foolproof, and the risk of unauthorized access or data breaches cannot be completely eliminated.

Client Obligations: Clients must adhere to all applicable laws, regulations, and contractual obligations regarding the protection and handling of data. It is the client’s responsibility to implement appropriate security measures, perform regular backups, and ensure data integrity.

Indemnification: Clients agree to indemnify and hold BizNet Solutions harmless from any claims, damages, losses, or expenses arising out of or related to the client’s data, including but not limited to claims of data loss, unauthorized access, or breaches of data privacy.

By engaging with BizNet Solutions’s services, clients acknowledge and accept the limitations of BizNet Solutions’s responsibility regarding data backup, storage, and any type of data. It is essential for clients to have their own comprehensive data backup and protection strategies in place.

2.1.6. Client Executables and Cyber Security Breach: BizNet Solutions expressly disclaims any responsibility for the installation of software or executable files by clients (hourly or monthly contracted) or clients’ employees on their systems. Furthermore, BizNet Solutions categorically states that it will not be held accountable for any cyberattacks or ransomware incidents affecting clients’ businesses or their various locations. While BizNet Solutions is committed to employing a range of proactive measures to mitigate the risk of cyber threats, it is important to acknowledge that these efforts have their limitations. The effectiveness of such cybersecurity measures can be significantly undermined if clients or their employees lack knowledge in or fail to adhere to cybersecurity best practices. Therefore, BizNet Solutions’s liability does not extend to incidents arising from such knowledge gaps or non-compliance. BizNet Solutions will not at anytime be financially responsible to any client under contract or hourly if such cyber attacks/ransomware have been executed or has shut down the client’s business or homestead.

2.2. Purchase Order or Agreement. If the undertaking requires the purchase, installation, or acquisition of goods, including hardware, computer systems, or other such goods, BizNet Solutions shall provide a purchase order or agreement to Customer prior to ordering or purchasing any goods on Customer’s behalf.

2.2.1 Purchase Order or Agreement. (Out of Scope/Client Purchasing Equipment).

a. Client-Purchased Equipment/Software:

Equipment or software purchased independently by clients is classified as an ‘out-of-scope’ project. BizNet Solutions will not extend its standard warranty coverage to such items.

b. Installation and Setup Services:

The installation and setup of network infrastructure using client-purchased equipment/software will incur an ‘out-of-scope’ project fee. BizNet Solutions will charge $150.00 per hour for these specialized services.

c. Integration into Managed Services:

If the newly purchased equipment is to be managed and maintained by BizNet Solutions, it will be integrated into our existing service framework. This integration will necessitate a price adjustment in the monthly contract fee for the following month. The adjustment will reflect the additional management and maintenance responsibilities undertaken by BizNet Solutions for the new equipment.

d. Implementation

  1. Clients are required to notify BizNet Solutions prior to integrating independently purchased equipment into systems managed by BizNet Solutions.
  2. A detailed assessment will be conducted by BizNet Solutions to determine the feasibility and cost implications of the integration.
  3. Upon agreement, BizNet Solutions will proceed with the integration process in accordance with the terms outlined in this policy.

e. Compliance

Clients are encouraged to consult with BizNet Solutions prior to purchasing equipment or software to ensure compatibility with existing systems and to understand the implications of the integration process.

2.3. Ticket Escalations

Request immediate support for all business-critical impact issues based on the table below. Time-sensitive cases can be escalated via phone, and non-urgent issues can be escalated via email or ticket using the language “request for escalation”.



Response Time

Escalation Threshold

Service Outage - Service Not Available (All users and functions unavailable)


Within 15 min.

15 min.

Significant degradation of service (Large number of users or business critical functions affected)


Within 30 min.

30 min.

Limited degradation of service (Limited number of users affected, business process can continue)


Within 1 hrs.

1 Hour

Lesser service degradation (Business process can continue, user affected)


Within 2 hrs.

2 Hours

Support Tier

Service Description

Tier 1

All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is triaged and identified, clearly documented and basic hardware/software troubleshooting is initiated.

Tier 2

Support incidents that cannot be resolved by Tier 1 Support are escalated to Tier2, where more complex support on hardware/software issues can be provided by more experienced engineers.

Tier 3-4

Support incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers.

If the issue requires collaboration with 3rd Part Vendor Support to resolve, or requires onsite dispatch, it is escalated to Tier 4.

VIP User List

VIP User Support Description

(5 User)

Prioritization – Support for VIP users will be given a priority 1 or 2 unless otherwise stated by VIP user.

Physical Presence – Due to priority, our team will try to resolve remotely as quickly as possible. However, if physical presence is required for resolving VIP user support requests an onsite dispatch will be issued.

After-Hours or Weekend Support – After-hours or Weekend support is included for VIP users. VIP users will have appropriate contact information for GOCLOUD Service team and Service Team management.

2.4. Technical Response Time: Is defined as the maximum amount of time it will take for a technician to start working on a problem and contact the client. This also pertains if the technician is on-site as well.

2.5. Escalation Threshold: Is defined as the maximum amount of time it will take for a technician to involve a more senior technician or if a third-party client vendor is involved. This also pertains if the technician is on-site as well.

2.6. Term of Contract.

The term for this contract shall commence on the effective date of this agreement and continue for a duration of two (2) years. Upon completion of the initial term, this contract shall automatically renew for additional one-year periods, unless either party provides 60 days’ notice in writing to the other party expressing the intent to terminate the contract without renewal. If proceeding to terminate the contract, please read section 5.3.

2.7. Terms and Agreement: Monthly Recurring Contract Audit and Adjustment

This Terms and Agreement document outlines the procedures and conditions under which audits will be conducted for clients under a monthly recurring contract with BizNet Solutions. The purpose of these audits is to ensure accurate billing based on the number of computers (workstations, laptops, and servers) being serviced.

1. Audit Policy:

  • An audit will be conducted periodically to ascertain the exact number of computers being serviced under the monthly recurring contract.
  • The audit will identify any additions or removals of computers since the last billing cycle.

2. Timing of Audits:

  • Audits will be scheduled at regular intervals, or as deemed necessary by BizNet Solutions.

3. Adjustment of Monthly Recurring Contract:

  • Following each audit, the monthly recurring contract will be adjusted to reflect the current number of computers.
  • Adjustments will be made to account for any additions or removals of computers since the last billing cycle.

4. Billing Adjustments:

  • Adjustments to the billing will take effect in the month following the audit.
  • The adjusted monthly fee will replace the previous recurring invoice amount.

5. Client Responsibilities:

  • Clients are responsible for informing BizNet Solutions of any changes in the number of computers between audits.
  • Failure to report changes may result in discrepancies during the audit, potentially affecting the billing.

6. Dispute Resolution:

  • In case of disputes regarding audit findings, clients must provide appropriate documentation or evidence to support their claim.
  • BizNet Solutions will review the dispute and make a final determination.

7. Acceptance of Terms:

  • By continuing to use our services under the monthly recurring contract, clients agree to these terms and conditions.
  • Clients are encouraged to contact BizNet Solutions for any clarifications or concerns regarding these terms.


3.1. Cost of Services. The cost of services shall be outlined in each scope of work agreement, purchase order or agreement, or service level agreement.

3.2. Time and Manner of Payment. For undertakings that include a month-to-month or other continuing service, payments by Customer shall be due on the fifteenth day of each month that services will be provided. If the fifteenth day of a month falls on a weekend, federal or state holiday, or any other day on which banks are regularly closed, payment will be due on the first business day following the fifteenth day of the month. If payment is received for monthly services past the fifteenth day, then a late payment fee will be added. Clients have between the 1st through the 15th of each month to provide payment for monthly services to BizNet Solutions.

3.3. Certain Purchase Orders. If an undertaking requires or calls for the purchase of goods, including programs or applications, on Customer’s behalf, Customer will be responsible for full payment of the goods before BizNet Solutions ordering, purchasing, or acquiring the goods on Customer’s behalf. Such a requirement does not apply to goods in sufficient supply in BizNet Solutions’s inventory.








5.1. Agreement to Mediate. The Parties agree that prior to the commencement of any suit related to this contract or the services provided in accordance with this contract, the Parties will engage in good faith mediation. The Parties further agree that each party will provide all documents reasonably necessary to effectively mediate any disputes, including but not limited to: invoices reflecting costs or damages, reports, estimates for repair or replacement, and other documents reasonably necessary to effectively mediate. The cost for the meditator shall be equally borne by each Party. The Parties acknowledge that the purpose of mediating is to quickly and cost-effectively resolve disputes in an amicable manner.

5.2. Liquidated Damages. The parties agree that in the event of a breach of contract by either party, damages would be difficult to calculate. Accordingly, the parties agree that, unless caused by a circumstance described under section 1.9, or factual or legal impossibility, the parties will be entitled to damages under the following provisions.

5.2.1. BizNet Solutions, INC.: In the event that Customer breaches a contract or scope of work agreement, seeks early termination, or refuses to pay, BizNet Solutions shall be entitled to 100% of the remaining contract value, determined by the actual amount that Customer would pay through the end of the contract. For example, if Customer would pay $1000 per month for twelve (12) months, and six (6) months remain to be paid under the contract, Customer would be responsible for paying BizNet Solutions 100% of the remaining months. If BizNet Solutions has performed all or substantially all tasks as set out in a scope of work agreement or provided all goods where applicable, Customer shall be responsible for 100% of the contract value plus any court costs or attorney’s fees incurred in the collection thereof. For undertakings that involve buying hardware for Customer, Customer shall be responsible for 100% of the cost of goods purchased or ordered on their behalf at the time of ordering or purchasing.

5.2.2. Customer: In the event that BizNet Solutions fails to perform under this contract, Customer is limited to damages equivalent to the amount Customer spends on services in order to restore Customer to a state in which operations can continue. For example, if a Customer must hire a third-party company to restore systems to an operating state and pays $2,500 for services, BizNet Solutions would owe the max amount of $1,500. However, such amount shall be limited to a reasonable amount, considering market costs, actual damages that would be borne to the Customer without repair, and the amount of time BizNet Solutions would need in order to comply. Under no circumstances shall BizNet Solutions be responsible for the cost of replacement goods as liquidated damages. However, such amount shall be offset by the amount Customer would pay to BizNet Solutions without the breach or failure to perform.

5.2.3. Duty to Mitigate. The customer has a duty to mitigate its damages by acting in a reasonable and prudent manner. As such, Customer has a duty to seek from BizNet Solutions the services or products necessary to restore Customer’s system to an operating state. The customer shall further allow BizNet Solutions a reasonable amount of time to respond before seeking third-party services.

5.2.4. Notice. Prior to seeking damages, each party must provide reasonable notice to the other party of its intentions within thirty (30) days prior to seeking damages. After receiving such notice, if possible, the breaching party is permitted a reasonable time to restore itself to compliance under this contract. However, such time to restore shall not exceed thirty (30) days.

5.2.5. Deadline to pay. The parties agree that the amounts owed under this provision shall be due within forty-five (45) days after receiving notice of intent to collect from the other party if such breaching party has not restored itself to compliance under the contract. Under no circumstances does this provision extend deadlines to perform under this contract.

5.3. Termination of MSA/Contract.

If the client decides to terminate the contract and fails to provide the required 60-day notice, the client shall be liable to pay an additional termination fee of $1,500.00 plus taxes of 8.25% to BizNet Solutions. This payment shall be due and payable to BizNet Solutions on the date of the letter of termination provided by the client. After payment of the additional amount of $1,500.00 and the last monthly invoice, BizNet Solutions will then provide all runbook information of the client’s network environment.

It is the client’s responsibility to ensure that the notice of termination is delivered in writing and received by BizNet Solutions within the stipulated 60-day period. BizNet Solutions shall not be held liable for any delays or failures in communication resulting in the client’s inability to provide the required notice within the specified timeframe.

Upon termination of the contract, whether by expiration of the initial term or by providing the requisite notice, all services and support provided by BizNet Solutions shall cease, and the client shall no longer be entitled to any benefits or access to BizNet Solutions’s offerings.

Any outstanding payments owed by the client to BizNet Solutions at the time of termination shall remain due and payable in accordance with the agreed-upon terms of the contract.

BizNet Solutions reserves the right to terminate this contract at any time without cause by providing the client with a written notice of termination, effective immediately. In such cases, the client shall not be liable for any additional fees or penalties.

By entering into this contract, the client acknowledges and agrees to abide by the terms and conditions outlined herein, including the requirement of a 60-day notice for termination without renewal and the financial consequences associated with failure to comply with this notice provision.

If any equipment, software, etc. is leased through BizNet Solutions, the client will be provided 30 days to return the equipment, software, etc. to BizNet Solutions or the client shall pay full price cost of equipment, software, etc. with a 50% upcharge for a final equipment cost.

5.4. Indemnity. Customer hereby agrees to indemnify and hold harmless BizNet Solutions, its agents, employees, and owners from any harm caused by BizNet Solutions, its agents, employees, and owners, including but not limited to any negligent act or omission by BizNet Solutions, its agents, employees, and owners.

5.5. Harassment. The Parties shall be responsible for the training and prevention of harassment, including sexual harassment, by its employees. The Parties shall take reasonable steps to prevent harassment by any employee. If an employee of either party believes he or she is being harassed by an employee of the other party, the complaining party shall notify the other party within 48 hours of such complaint being received. Upon receipt of such complaint, the receiving party shall promptly investigate and take responsible steps to eliminate future harassment, which may include termination of the harassing employee. Failure to take reasonable steps may result in the Party or its employee being responsible for damages related to the harassment.

5.6. Time is not of the Essence. The parties agree, that unless otherwise stated, time is not of the essence in each undertaking.