Service Agreement

Itrack Solutions agrees to provide IT consulting, software development, system integration, and support services as outlined in the specific Statement of Work (SOW) or project specification provided to the Client. Services shall be performed in a professional manner consistent with industry standards and best practices.

All project deliverables, timelines, and milestones are detailed in the SOW. Itrack Solutions will make reasonable efforts to meet agreed-upon deadlines. Extensions may be granted if delays result from Client-requested changes, unavailable resources, or unforeseen circumstances beyond reasonable control.

Fees for services are outlined in the SOW or quotation. Payment is due within 30 days of invoice issuance unless otherwise specified. Late payments may incur a monthly interest charge of 1.5%. Expenses such as travel, software licenses, and third-party tools will be billed separately with prior approval.

Itrack Solutions commits to 99% uptime for hosted services (measured monthly). Support response times vary by severity: Critical (1 hour), High (4 hours), Medium (8 hours), Low (24 hours). SLA excludes scheduled maintenance and client-caused downtime.

6. Client Responsibilities

• Provide timely feedback, approvals, and necessary documentation
• Designate a primary contact for project communications
• Ensure access to required systems, data, and infrastructure
• Comply with security protocols and data protection requirements
• Maintain proper backups and disaster recovery procedures

7. Support & Maintenance

After project delivery, Itrack Solutions offers optional support and maintenance packages including:

• 24/7 Emergency Support: For critical issues affecting operations
• Regular Maintenance: Scheduled updates, patches, and optimization
• Performance Monitoring: Continuous system health checks and reporting

Except for data breach or breach of confidentiality, Itrack Solutions' total liability shall not exceed the fees paid in the 12 months preceding the claim. In no event shall either party be liable for indirect, incidental, consequential, or punitive damages, including loss of profits or revenue.

9. Term & Termination

This agreement begins on the Effective Date and continues until project completion or as mutually agreed. Either party may terminate with 30 days written notice. Upon termination:

• Itrack Solutions will deliver all completed work and documentation
• Client is responsible for payment of all services rendered to date
• Confidentiality obligations remain in effect

10. Dispute Resolution

Any disputes arising from this agreement shall first be addressed through good-faith negotiation between the parties' representatives. If unresolved after 30 days, disputes may be submitted to mediation or arbitration as per applicable laws.