Effective Date: February 01, 2023
Last Updated: January 01, 2026
These Terms of Service ("Terms") govern the use of the IT services provided by Ermitsgroup IT Solutions ("Ermitsgroup", "we", "us", or "our") to our customers ("you" or "client").
By purchasing, requesting, or using our services, you agree to these Terms. If you do not agree with these Terms, please do not use our services.
Ermitsgroup IT Solutions provides IT services to individuals and businesses. Our services may include:
The specific services, prices, and scope of work may be described in a quotation, service agreement, work order, statement of work, invoice, or other written agreement.
Clients may request services by telephone, email, website, remote-support system, or other communication methods approved by Ermitsgroup.
We will make reasonable efforts to respond to service requests within the agreed response time. Response times are not guaranteed unless specifically stated in a written service agreement.
Emergency, after-hours, weekend, or holiday services may be subject to additional fees.
Our fees will be communicated to the client before or during the provision of services where reasonably possible.
Services may be charged:
Invoices are due according to the payment terms stated on the invoice or applicable service agreement.
Unless otherwise agreed in writing, invoices are due within 30 days of the invoice date.
We reserve the right to suspend services for overdue accounts, subject to applicable law and any applicable service agreement.
The client is responsible for applicable taxes, including HST, where applicable.
Any estimate provided by us is based on the information available at the time the estimate is prepared.
Actual costs may differ if additional work, unexpected technical issues, hardware failures, third-party charges, changes in scope, or other circumstances arise.
We will make reasonable efforts to notify the client when additional work or significant additional costs are identified.
The client agrees to:
The client remains responsible for decisions regarding its systems, data, software, and business operations.
Unless specifically included in a written service agreement, Ermitsgroup does not guarantee that client data is backed up.
IT work can involve risks such as hardware failure, software corruption, accidental deletion, malware, ransomware, or data loss.
Clients are responsible for maintaining appropriate backups of important data.
Where backup services are provided by us, the applicable backup service terms and scope will apply.
We recommend that clients maintain multiple backups, including at least one backup that is not continuously connected to their primary systems.
We may provide cybersecurity-related services, including security assessments, antivirus configuration, firewall configuration, monitoring, updates, security recommendations, and related technical services.
However, no cybersecurity solution can guarantee complete protection against hacking, malware, ransomware, phishing, unauthorized access, data breaches, or other security incidents.
The client acknowledges this limitation and remains responsible for implementing appropriate security practices within its organization.
Our services may involve third-party products and services, including but not limited to Microsoft, Google, internet service providers, hosting companies, software vendors, cloud providers, and hardware manufacturers.
We are not responsible for outages, failures, price changes, policy changes, security incidents, or other problems caused by third-party providers.
Third-party products and services may be subject to separate terms and conditions imposed by those providers.
Hardware purchased or supplied for a client may be subject to the manufacturer's or supplier's warranty and return policies.
Software remains subject to the applicable software licence agreement.
We do not provide software licences unless specifically stated in writing.
The client is responsible for ensuring that all software used by the client is properly licensed.
When remote support is required, the client authorizes us to access the relevant device or system for the purpose of providing the requested services.
Remote access may require the installation or use of remote-support software.
The client may terminate or restrict remote access at any time, subject to the requirements of the applicable service.
We will take reasonable measures to protect confidential information provided to us in connection with our services.
We will not intentionally disclose confidential client information to third parties except:
We may collect and use personal information as reasonably necessary to provide our services, communicate with clients, process payments, maintain records, and operate our business.
We will handle personal information in accordance with applicable Canadian and Ontario privacy requirements and our Privacy Policy.
For more information, please review our Privacy Policy.
We will use reasonable care and skill when providing our services.
However, IT services can involve unpredictable technical issues. We do not guarantee that:
To the maximum extent permitted by applicable law, Ermitsgroup IT Solutions will not be liable for indirect, incidental, special, consequential, or business-related losses arising from the use of our services, including loss of profits, revenue, business opportunities, or data.
To the extent permitted by applicable law, our total liability for claims arising from services provided under these Terms will be limited to the amount actually paid by the client to us for the specific services giving rise to the claim during the 12 months preceding the event giving rise to the claim.
Nothing in these Terms is intended to exclude or limit liability where such exclusion or limitation is prohibited by applicable law.
Either party may terminate an ongoing service arrangement in accordance with the applicable service agreement.
We may suspend or terminate services if:
The client remains responsible for fees incurred before termination.
We may update these Terms from time to time.
The most current version will be published on our website with an updated effective date.
Changes to these Terms will not retroactively modify obligations that have already been agreed to in a separate written contract unless permitted by that contract and applicable law.
These Terms are governed by the laws of the Province of Ontario and the applicable laws of Canada.
Any dispute arising from these Terms will be subject to the applicable courts and laws of Ontario, unless otherwise required by law or agreed to in writing.
These Terms, together with any applicable quotation, invoice, service agreement, statement of work, or other written agreement between the parties, constitute the agreement governing the services.
If there is a conflict between these Terms and a separately signed service agreement, the signed service agreement will take precedence to the extent of the conflict.
Have questions about our services or need help with your business technology? Contact Ermitsgroup IT Solutions today.