Terms of Use

1.1 Service Coverage

Davinci AI Solutions provides Managed IT Services, including system monitoring, helpdesk support, strategic IT planning, IT infrastructure projects, and software development.

1.2 Applicable Agreements

These Terms of Use are incorporated into our Master Services Agreement (MSA) with clients and govern day-to-day operations, usage standards, service delivery expectations, and response times.

2.1 Core and Non-Core Hours

2.2 Incident Response Times

2.3 Resolution Times

Response times are based on the priority of the incident as outlined above, while resolution times vary based on incident complexity, resource availability, and required remediation.

3.1 Invoicing

Services are invoiced on the first day of each month with payment due within fifteen (15) days of the invoice date (Net 15 terms).

3.2 Accepted Payment Methods

We accept the following payment methods:

• E-Transfer (Interac e-Transfer)
• Direct Deposit / Electronic Funds Transfer (EFT)
• Cheque (preferably payable to "Davinci AI Solutions", though we also accept "HL Networks Inc." or "Davinci Technology Solutions")

3.3 Late Payments

Late payments may result in service suspension and may incur interest charges at 1.5% per month (18% annually) on overdue amounts.

3.4 Disputed Charges

Any billing disputes must be reported within 15 days of invoice receipt. Disputed amounts under investigation will not accrue late fees during the review period.

4.1 Helpdesk Usage

Clients may contact the helpdesk via phone, email, or portal. Upon receiving a ticket, Davinci will categorize it based on ITIL-aligned definitions, at our discretion, into one of the following categories:

1. Incident: A disruption requiring immediate action.
2. Problem: A recurrent or systemic issue that requires further investigation.
3. Request: A user request for standard services, adjustments, or support tasks.
4. Question: An inquiry requiring guidance or clarification.
5. Information: A low-priority request or informational update requiring no immediate action.

4.2 Client Responsibilities

Clients are responsible for providing necessary access, resources, and cooperation to enable efficient troubleshooting, remediation, or completion of helpdesk support tasks.

5.1 Scope and Engagement

IT Infrastructure Projects include upgrades, replacements, integrations, and other improvements to client IT environments.

5.2 Change Orders

Change Orders are required whenever new information or circumstances arise that introduce risk to the original project plan. If adjustments are necessary, Davinci will issue a Change Order that clearly outlines the modifications to the original scope, timeline, or costs. Change Orders will:

1. Reference the original project contract.
2. Require formal sign-off from the client before implementation.
3. Supersede the original contract terms, incorporating any updated terms agreed upon in light of the new variables.

5.3 Client Approval

Clients are required to provide formal approval at critical stages, including:

1. Project initiation.
2. Acceptance of any Change Orders.
3. Final completion and acceptance of deliverables.

6.1 Scope and Usage

Software Development Projects include custom AI solutions, workflow automation, and integration development, with each project governed by a project-specific Statement of Work (SOW).

6.2 Client Collaboration

Active client collaboration is essential to project success. Clients agree to provide timely feedback, participate in testing phases, and review milestones as scheduled.

6.3 Intellectual Property

6.4 Maintenance and Updates

Post-project support may be provided under a separate agreement, or through our Managed IT Services if applicable.

7.1 Ticket Categorization

All helpdesk requests are classified as incidents, problems, requests, questions, or information, with response priorities based on category and impact.

7.2 Escalation Protocols

For incidents requiring specialized expertise or additional resources, tickets may be escalated to relevant teams. Clients will be informed of escalations and the expected timeline for resolution.

11.1 Client Security Responsibilities

Clients must follow recommended security protocols, including secure password management and access control, to help prevent unauthorized access.

11.2 Compliance

Davinci adheres to Canadian and U.S. data protection standards, and all personal information is handled according to PIPEDA and relevant laws.