Terms of Service

Last updated: November 2025

Introduction

These Terms of Service ("Terms") govern your use of ITAero's website and services. By accessing our website or using our services, you agree to be bound by these Terms. If you do not agree, please do not use our services.

Services

ITAero provides IT field engineering services, including:

  • On-site field engineer dispatch (hourly)
  • Dedicated full-time field engineers
  • Smart hands and IMAC services
  • Break/fix and network/server support
  • Site surveys and audits

Services are subject to availability, engineer skill matching, and geographic coverage.

Service Requests and Engagement

  • Requests: Service requests may be submitted via email, phone, or our website contact form.
  • Acceptance: A service engagement is confirmed when we provide written acceptance and engineer assignment.
  • Scope: The scope of work will be defined in the service request, confirmation, or separate statement of work.
  • Changes: Changes to scope, timeline, or pricing must be mutually agreed in writing.

Pricing and Payment

  • Rates: Pricing varies by engineer level, city, and time of service (business hours vs. after-hours).
  • Minimum Engagement: Hourly services have a minimum 2-hour engagement per dispatch.
  • Invoicing: Invoices are issued upon service completion or monthly for dedicated engagements.
  • Payment Terms: Payment is due within 30 days of invoice date unless otherwise agreed.
  • Late Payments: Late payments may incur interest charges and suspension of services.

SLA and Service Commitments

We strive to meet the SLA targets outlined on our SLA page. However, SLA commitments are best-effort unless formalized in a separate service agreement. We are not liable for delays caused by:

  • Client-provided information or access issues
  • Third-party vendor delays
  • Force majeure events (natural disasters, civil unrest, etc.)
  • Government restrictions or regulatory changes

Client Responsibilities

Clients are responsible for:

  • Providing accurate site information, access credentials, and contact details
  • Ensuring safe working conditions and site access
  • Coordinating with building management, data center staff, or vendors as needed
  • Providing clear instructions and scope for smart hands tasks
  • Reviewing and approving completion reports promptly

Confidentiality

ITAero and its engineers will maintain confidentiality of client data, systems, and proprietary information encountered during service delivery. We may require a separate Non-Disclosure Agreement (NDA) for sensitive environments.

Limitation of Liability

To the maximum extent permitted by law:

  • ITAero's total liability for any claim shall not exceed the fees paid for the specific service giving rise to the claim.
  • We are not liable for indirect, incidental, consequential, or punitive damages, including loss of profits, data, or business interruption.
  • We are not liable for damages caused by client instructions, third-party products, or force majeure events.

Indemnification

Client agrees to indemnify and hold ITAero harmless from claims arising from:

  • Client's misuse of services
  • Client's violation of laws or third-party rights
  • Inaccurate information or instructions provided by client

Termination

  • Hourly Services: Either party may terminate a specific engagement with reasonable notice.
  • Dedicated Services: Termination terms are defined in the service agreement, typically requiring 30 days' notice.
  • For Cause: Either party may terminate immediately for material breach or non-payment.

Intellectual Property

All documentation, reports, and materials created by ITAero during service delivery are provided to the client. Pre-existing ITAero tools, processes, and methodologies remain our property.

Governing Law and Dispute Resolution

These Terms are governed by the laws of the jurisdiction where services are performed (Russia or Kazakhstan). Disputes will be resolved through good-faith negotiation, or if necessary, binding arbitration or local courts.

Changes to These Terms

We may update these Terms from time to time. Continued use of our services after changes constitutes acceptance of the updated Terms.

Contact Us

If you have questions about these Terms, please contact us:

Email: info@itaero.net
Website: https://itaero.net