Terms of Service


Services are rendered only upon the signing of the Terms of Service. 

Your Responsibility: You understand and agree that prior to contacting or allowing Arrow Technology Solutions to perform diagnostic repair, consulting, or other services on your computer, network, or website, it is your responsibility to back-up the data, software, information or other files. You acknowledge and agree that Arrow Technology Solutions shall not be responsible under any circumstance for any loss or corruption of data and/or software. 



(b) FORCE MAJEURE: If Arrow Technology Solutions’s ability to render services is impaired by you or circumstances beyond the control of Arrow Technology Solutions, then Arrow Technology Solutions may choose not to provide or to discontinue services. 

(c) LIMITATION OF LIABILITY: To the extent permitted by law, you agree that Arrow Technology Solutions total liability for damages related to its services is limited to the total amount you pay for the remote services, and you release SPC Business Services from liability for any indirect, incidental, special, or consequential damages. ARROW TECHNOLOGY SOLUTIONS IS NOT LIABLE FOR LOSS, ALTERATION, OR CORRUPTION OF ANY DATA OR FOR YOUR INABILITY TO USE YOUR COMPUTER EQUIPMENT OR OTHER PRODUCT. 


(a) Additional charges may apply for rapid response or service outside of standard hours. 

(b) Service Jurisdiction: Arrow Technology Solutions sets the Service Jurisdiction for each city. If a location lies beyond Arrow Technology Solutions standard Service Jurisdiction, additional travel charges may apply. For on-site visits within 20 miles of zip-code 91724, a 1-hour minimum charge applies.  For on-site visits that are more than 20 miles from zip-code 91724, a 2-hour minimum charge applies.  To determine if your location is within Arrow Technology Solutions – Service Jurisdiction, call 323.451.2120 for information and applicable travel charges. 

(c) Adult Must Be Present: For on-site services, a person at least 18 years of age must be present during the entire time period services are provided. If no adult is present when the Arrow Technology Solutions technician arrives, services will be denied. 

(d) Software/Data Backup: It is your responsibility to back up all software and data on your computer’s hard drive(s) and/or any other storage devices before the Arrow Technology Solutions technician arrives. Arrow Technology Solutions shall not be responsible at any time for any loss, alteration, or corruption of any software, data, or files.  Automated cloud-backup services provided by Arrow Technology Solutions are limited to the folder locations specified by the client.  The client is therefore responsible for any backups outside of the range provided in any automated cloud-backup service provided by Arrow Technology Solutions. 

(e) Access: The Arrow Technology Solutions Technician must have 1) access to your residence or business and the computer(s) and/or peripheral(s) to be serviced, 2) your consent and cooperation to enter your residence or business, 3) a safe working environment, work space, and 4) electrical power. If the Arrow Technology Solutions  Technician determines that these conditions have not been met, services will be denied. 


Service Limitations: Arrow Technology Solutions reserves the right to refrain from providing any or all services ordered and refund the customer’s payment, wholly or in part, if minimum system requirements are not met or if technical conditions (such as wiring difficulties or physical barriers) or customer requirements are unusual, extensive, or beyond the scope of this service agreement as reasonably determined by Arrow Technology Solutions. 

Limitation of Remedy: Under no circumstances shall Arrow Technology Solutions, nor its associates be liable to you or any other person for any damages, including without limitation any indirect, incidental, special or consequential damages, expenses costs, profits, lost savings or earnings, lost or corrupted data, or other liability arising out of or related to the services provided by Arrow Technology Solutions or out of the installation, un-installation, use of, or inability to use your computer equipment, hardware, peripherals, or the network as a result of the services provided here-under. 

Release of Liability: All customers are required to sign this form before services commence. By signing, you agree to release and hold harmless Arrow Technology Solutions, from and against any loss, liability, or damage that you, the owner, or lessee may suffer. This includes but is not limited to data loss or lack of function in any component or element of your computer system and/or peripherals as a result of Arrow Technology Solutions and/or its third-party service provider’s agents, partners, and/or third- party service providers, regardless of the warranties, disclaimers, and waivers particular service and shall constitute liquidated damages and are a reasonable estimate of damages to you.

MSP Customers

  1. Service Agreement Acceptance 

A SERVICE AGREEMENT defines the TERMS AND CONDITIONS (T&C) and SERVICE LEVEL AGREEMENT (SLA) of the working relationship. The SERVICE AGREEMENT document must be accepted and signed before any work or support can take place. 

  1. Payment / Estimates / Bids 

The client agrees to pay ARROW TECHNOLOGY SOLUTIONS in accordance with the terms specified in the SERVICE AGREEMENT document.  We reserve the right to refuse completion or delivery of work until past due balances are paid.  Unless otherwise specified, bid estimates are fixed and include only those elements detailed in the SERVICE AGREEMENT. Billing will reflect the actual costs incurred. Estimates are valid only if signed within 15 days from date of estimate. Client-requested changes will be billed additionally. The client will be notified of any price changes. 

2.a:  Cloud Services 

SPC Business Service, LLC cloud-offerings, including Automated Cloud-Backups and Security Endpoint Protection, are licensed to the client as long as their account is continually paid and in good standing.  In the event that a client’s balance is past-due for 60 or more days, Arrow Technology Solutions reserves the right to pause or terminate the cloud service, which can result in the deletion of saved backups and security protection. 

  1. Out-of-Pocket Expenses 

Fees for professional services do not include outside purchases such as, but not limited to: computer hardware replacement parts, peripheral replacement parts, hardware related to upgrading a device, shipping and handling or courier service. Note that all such expenses will only be charged if the client has approved them prior to purchase. Expenses are subject to California sales tax unless 1) the client is a nonprofit organization; 2) the client resides/operates in a state other than California; or 3) the work is for resale and you have submitted a resale certificate to ARROW TECHNOLOGY SOLUTIONS. 

If the client should direct ARROW TECHNOLOGY SOLUTIONS at any time to cancel, terminate or “put on hold” any previously authorized out-of-pocket purchase, we will promptly do so, provided you hold ARROW TECHNOLOGY SOLUTIONS harmless for any cost incurred as a result. 

  1. Additions and Alterations 

Work requested that is outside the scope of predefined devices listed in Section 9.a of the SERVICE AGREEMENT, or that has not been approved via an ASSET CHANGE/UPDATE FORM after the SERVICE AGREEMENT is approved, is considered to be an “hourly-service rate incident” and will be billed at the rate provided in Section 9b:  Pricing.  If there are any changes to an extent that substantially alters the specifications described in the original estimate, we will submit an agreement addendum to you, and both parties must agree to the revised or additional fee before further work proceeds.  Changes to assets or the addition of new assets can be requested through an ASSET CHANGE/UPDATE FORM, and will retain the same contract end-date as the currently active SERVICE AGREEMENT. 

  1. Property & Suppliers’ Performance 

ARROW TECHNOLOGY SOLUTIONS will take all reasonable precautions to safeguard the property you entrust to us. In the absence of negligence on our part, however, we are not responsible for loss, destruction or damage or unauthorized use by others of such property. Although we may use our best efforts to guard against any loss to you through the failure of our vendors, media, or others to perform in accordance with their commitments, ARROW TECHNOLOGY SOLUTIONS is not responsible for failure on their part. 

If you select your own vendors, other than those recommended by us, you may request that we coordinate their work. If at all possible, we will attempt to do so, but we cannot in any way be held responsible for quality, price, performance or delivery. 

  1. Term & Termination 

The term of this agreement will continue for work in progress until the contract is concluded as outlined in the SERVICE AGREEMENT, or until terminated by ARROW TECHNOLOGY SOLUTIONS or the client upon written notice according to the following conditions: 

6a: Breach of Contract 

Upon the client’s breach of contract, ARROW TECHNOLOGY SOLUTIONS may terminate the contract upon written notice. Upon ARROW TECHNOLOGY SOLUTIONS  breach of contract, the client may choose to terminate the contract. In such case, if the client has paid for work not yet performed, ARROW TECHNOLOGY SOLUTIONS will refund the outstanding difference. 

6b: Dissatisfaction 

In the event the client is dissatisfied with the quality of ARROW TECHNOLOGY SOLUTIONS work, the client agrees to inform ARROW TECHNOLOGY SOLUTIONS of this dissatisfaction and allow ARROW TECHNOLOGY SOLUTIONS a reasonable chance to amend the issue. If after amendment, the client remains dissatisfied with the quality of the work, the client may choose to terminate the contract. 

  1. Lien 

All creative or custom software-based work performed and created for the client for which the client has not paid may be retained by SPC IT SERVICES as security until all just claims against the client are satisfied. 

  1. Additional Provisions 

The validity and enforce-ability of the SERVICE AGREEMENT will be interpreted in accordance with the laws of the State of California applicable to agreements entered into and performed in the State of California. This agreement is our entire understanding and may not be modified in any respect except in a mutually-executed addendum. 

If we must retain attorneys to collect our invoices, we will be entitled to the client’s payment of reasonable attorney’s fees, court costs, and interest at the maximum rate permitted by law. 

  1. Service Level Agreement 

9a:  Managed Assets 

Assets listed in the INITIAL MANAGED ASSET INVENTORY will be managed and supported by ARROW TECHNOLOGY SOLUTIONS.  Managed and supported assets will not incur labor costs in relation to troubleshooting, preventative maintenance, configuration settings, installation of software, and general remote assistance.  The number of on-site and remote visits may be reduced it ARROW TECHNOLOGY SOLUTIONS suspects abuse of the labor-included cost-structure.  The client is responsible for the cost of any hardware/peripheral parts, as discussed in Section 3: Out-of-Pocket Expenses.  The client can add or change assets after the SERVICE AGREEMENT is approved by filling an ASSET CHANGE/UPDATE FORM.  The number of assets must remain equal to or greater than the current number of assets that are included in the INITIAL MANAGED ASSET INVENTORY and the total of assets accumulated in ASSET CHANGE/UPDATE FORMs. The total number of billable managed assets can only be decreased during contract-renewals, as defined in Section 9c:  Length of Contract. 

Devices that are elected to be remotely managed by ARROW TECHNOLOGY SOLUTIONS will require the installation of an agent to support remote monitoring and controlling of the device.  The agent can be uninstalled remotely by ARROW TECHNOLOGY SOLUTIONS or by the client by using standard uninstall procedures for their given operating system.  The following lists the items that are available to ARROW TECHNOLOGY SOLUTIONS when the agent is installed on a device, and are split into two categories:  actions that take place without client intervention, and actions that require client approval: 

  • Actions that take place without client intervention
  • Monitoring of system availability (device is online)
  • Applying Windows and software security patches
  • Monitoring of system performance (i.e. RAM, CPU, storage status)
  • Installation and definition patching of antivirus software (if client chooses to have antivirus software provided by SPC IT SERVICES) 
  • Actions that take place with client approval
  • Remotely viewing and controlling the screen to assist with a specific issue
  • Direct access to files
  • Remote installation of software
  • Wiping a device (per a user’s written request, in the event a device is lost or stolen) 

 9b:  Pricing 

The price for this contract between the client and ARROW TECHNOLOGY SOLUTIONS is based on the number of devices in the INITIAL MANAGED ASSET INVENTORY.  The SERVICE AGREEMENT will contain the following items in this section: 

  • Price Per Asset:
  • Total Number of Assets:
  • Total Monthly Cost: 
  • For service/support for items not listed in the INITIAL MANAGED ASSET INVENTORY and not approved via an ASSET CHANGE/UPDATE FORM, labor will be charged hourly.  The SERVICE AGREEMENT will contain the following item in this section: 
  • Per Incident Hourly Labor Cost: 

 9c:  Length of Contract 

This SERVICE AGREEMENT between the client and ARROW TECHNOLOGY SOLUTIONS is defined as an annual contract of 12, 24, or 36 months:  the contract will end on the same calendar day, plus one year, two, or three years depending on the agreed time-frame.  Within the contract period, the total number of billable assets cannot be reduced.  Upon renewal of following contracts, the number of assets may be reduced.  Additional assets can be added at any point of the contract by submitting an ASSET CHANGE/UPDATE FORM at the Price Per Asset Cost as listed in Section 9b: Pricing. 

9d:  Service Scope 

ARROW TECHNOLOGY SOLUTIONS agrees to perform the following services, at no additional labor cost, for devices listed in either the INITIAL MANAGED ASSET INVENTORY or the accumulated total of assets added through the ASSET CHANGE/UPDATE FORM: 

  • Monthly System Health Checks
  • Networking Services
  • Troubleshooting
  • Configuration changes
  • Desktop Support
  • Troubleshooting
  • Software installation
  • Configuration changes
  • Server Support
  • Troubleshooting
  • Role/Feature changes
  • Configuration of File Sharing, DNS, DHCP, Print Server, Active Directory, DFS, Application Hosting
  • Printer Support
  • Troubleshooting
  • Network Sharing
  • General IT Consulting 

9e:        Service Availability 

Peak Hours:  6:00am-7:00pm Monday through Thursday
Limited to phone, email, and remote-support only. On-site visits are not currently available during peak hours.  Calls received during peak hours may be forwarded to an answering service.  Depending on call volume, remote-support may not take place until Non-Peak Hour time-period.
Non-Peak Hours:  7:00pm — Midnight Monday through Thursday  &  7:00am — Midnight Friday through Sunday
Remote and On-Site support services are available during Non-Peak Hours. It is up to the discretion of ARROW TECHNOLOGY SOLUTIONS to determine if an on-site visit is necessary. 

9f:  Service Requests 

In support of services outlined in this SERVICE AGREEMENT, ARROW TECHNOLOGY SOLUTIONS will respond to service-related incidents and/or requests submitted by the client within the following time frames: 

  • Within 24 hours for issues classified as High On-site support is currently not available during Peak Hours.  Remote-support may take place during Peak-Hours, but is based on scheduling availability.
  • Within 48 hours for issues classified as Medium
  • Within 5 working days for issues classified as Low

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.  Requests can be submitted through the following methods: 

Call:  323.488.8801
Email:  helpdesk@arrowtech.la

For a free Quote, Please contact us and one of our friendly Customer support professionals will help you.