On-Demand Service Terms

These On-Demand Service Terms (the "Terms") govern on-demand services provided by MP Technology ("MP Technology," "we," "our," or "us") to the customer ("Customer," "you," or "your"). On-demand services are generally delivered on a time-and-materials basis for hourly support, troubleshooting, project assistance, advisory work, or other one-time or limited-scope engagements that are not otherwise governed by a recurring managed services agreement.

By requesting, authorizing, or receiving on-demand services, the Customer agrees to these Terms.

1. Scope of On-Demand Services

On-demand services may include remote support, on-site support, troubleshooting, escalation assistance, project work, advisory services, implementation assistance, remediation activity, or other information technology services requested by the Customer and accepted by MP Technology.

Unless otherwise agreed in writing, on-demand services are provided on a commercially reasonable efforts basis and are subject to technician availability, scheduling constraints, service scope, and the condition of the Customer's environment.

2. Time-and-Materials Engagement Structure

On-demand services are billed on a time-and-materials basis. MP Technology will determine the appropriate service tier, labor category, and applicable rate based on the nature, complexity, urgency, and specialization of the work performed.

Where a request evolves beyond its original scope, MP Technology may continue work on a time-and-materials basis, recommend a separate quoted project, or require a separate written agreement before proceeding further.

3. Minimum Charges and Billable Time

New customers are subject to a two-hour minimum charge unless MP Technology agrees otherwise in writing. Existing customers may also be subject to minimum increments, minimum visits, or other minimum billable thresholds depending on the nature of the request.

Billable time may include active labor, troubleshooting, analysis, remediation, configuration, documentation, coordination, research, preparation, post-work validation, and other time reasonably required to perform the requested services.

4. Rates, Materials, and Third-Party Costs

Labor rates may vary by service tier or technician level. Hardware, software, subscriptions, licensing, cloud services, replacement parts, third-party vendor charges, shipping, and other materials or pass-through costs are billed separately unless expressly included in writing.

If the requested work requires third-party purchases, licensing changes, or replacement equipment, MP Technology may require advance approval and may suspend progress until such approval is received.

5. Remote, On-Site, and Travel Charges

MP Technology will determine whether services can be provided remotely, should be performed on-site, or require a blended approach based on operational, technical, and practical considerations. The Customer may express a preference, but MP Technology retains discretion to determine the delivery method reasonably required to complete the work.

On-site visits may be subject to mileage-based trip charges, tolls, parking, portal-to-portal travel time, or other reasonable travel-related costs where applicable.

6. Scheduling and Response

On-demand services are scheduled based on availability and business priority. MP Technology does not guarantee immediate availability, specific response times, after-hours response, or emergency dispatch unless expressly agreed in writing.

Where the Customer requests expedited, after-hours, weekend, holiday, or otherwise priority handling, higher rates or special charges may apply.

7. Payment Terms

Unless otherwise agreed in writing, payment for on-demand services is due upon completion of services. On-demand work is generally performed on a cash-on-delivery basis and is not eligible for credit terms, delayed billing, or net payment arrangements.

Accepted forms of payment may include ACH, credit card, check, or other payment methods approved by MP Technology. Credit card payments may be subject to a processing surcharge where permitted by law and disclosed in advance.

8. Returned, Declined, or Late Payments

Returned checks, declined payments, chargebacks, reversals, or failed transfers may be subject to a returned payment fee of $35.00 or the actual bank or processor charges incurred, whichever is greater.

MP Technology reserves the right to suspend future service, withhold deliverables, disable remote access arrangements, or require prepayment where payment issues, collection concerns, or repeated delays occur.

9. Customer Cooperation and Environment Readiness

The Customer is responsible for providing timely access to systems, facilities, equipment, accounts, personnel, documentation, approvals, and other information reasonably necessary for MP Technology to perform the requested services.

Delays caused by lack of access, unavailable decision-makers, inaccurate information, vendor dependency, environmental issues, or other Customer-side factors do not relieve the Customer of responsibility for billable time already incurred.

10. No Guarantee of Outcome

Technology work—particularly troubleshooting, remediation, and legacy-system support—can involve unknown conditions and dependencies outside MP Technology's control. For that reason, MP Technology does not guarantee that a requested issue can be fully resolved, that a specific result will be achieved, or that work will be completed within a particular number of hours unless expressly stated in writing.

Any estimates provided are planning aids only unless specifically identified as binding in a written agreement.

11. Third-Party Services and Customer-Provided Systems

Where on-demand services involve third-party software, cloud services, hardware, telecommunications providers, line-of-business applications, or other customer-provided systems, MP Technology is not responsible for the acts, omissions, delays, defects, licensing restrictions, or support limitations of those third parties.

The Customer represents that it has authority to grant MP Technology access to the relevant systems and to authorize the requested work.

12. Data Protection, Backup, and Risk Acknowledgment

Unless expressly included as part of the requested work, the Customer is responsible for maintaining current backups, disaster recovery capability, and appropriate safeguards for its systems and data before services begin.

While MP Technology uses reasonable care in performing services, the Customer acknowledges that changes to systems, software, configurations, integrations, and hardware may carry inherent operational risk. The Customer remains responsible for approving work that could materially affect production systems, user access, or business operations.

13. Limitation to the Requested Engagement

On-demand services are limited to the specific work requested and accepted. MP Technology is not assuming responsibility for the Customer's overall IT environment, ongoing maintenance, monitoring, cybersecurity management, patching, compliance, business continuity, or strategic planning unless those responsibilities are separately defined in writing.

14. Suspension or Refusal of Service

MP Technology may decline, suspend, or discontinue on-demand services where the requested work is unlawful, unsafe, outside the scope of reasonable support, dependent on unsupported or unstable conditions, or otherwise presents unacceptable operational, contractual, legal, reputational, or security risk.

15. Relationship to Other Agreements

These Terms apply to on-demand service engagements unless superseded by a separately executed agreement, service order, statement of work, or other written contract. If a separate written agreement applies to the same services and directly conflicts with these Terms, the written agreement controls to the extent of that conflict.

16. Changes to These Terms

MP Technology may revise these Terms from time to time. Updated versions become effective when posted unless otherwise stated. The version in effect at the time services are requested or performed will generally govern that engagement unless the parties agree otherwise in writing.

17. Contact Information

If you have questions about these On-Demand Service Terms, please contact MP Technology through the contact information provided on our website.