User Data Policy: We collect and store your company’s name, address, telephone number, network architecture diagrams, and the names, email addresses, and cell phone numbers of your employees. This information is used solely to identify and authenticate individuals when they contact us. It is accessible only to internal staff under non-disclosure agreements and is never shared with external parties.
Telemetry Data: Devices within your network may transmit technical data to our NOC/SOC. This telemetry is analyzed to proactively identify and resolve potential bottlenecks, hardware failures, and security threats. We do not share, disclose, or repurpose telemetry data beyond this scope.
General Data Privacy: We do not intentionally collect, store, or share any information beyond what is described in this policy. Technicians are strictly prohibited from requesting sensitive personal information (e.g., credit card numbers, birth dates, passwords). Please refrain from providing such information.
Call Monitoring: Support calls and remote sessions may be monitored for training and quality assurance purposes.
Remote PC Control: Remote access is never initiated without user approval. Technicians require user consent via an on-screen approval prompt. Once the session ends, access is terminated. The user is notified at both the start and end of each session. Please avoid contacting the help desk just before lunch or at the end of the workday, as our helpdesk policy prohibits unattended computer access. NOC/SOC administrators may remotely access unattended systems for approved maintenance tasks using their own credentials.
Staff Policy: All employees undergo background checks and must maintain a clean legal record. Periodic rescreening may be conducted.
Ethics Policy: We maintain a zero-tolerance policy for inappropriate behavior. Rudeness, profanity, or discriminatory remarks by staff or clients are not tolerated. We monitor communications to ensure adherence.
Hours of Operation: Support hours are posted on our contact page. For emergencies outside business hours, text the emergency number provided in your welcome letter.
Support Contact Policy: To contact us for support, please call our help desk at (305) 433-6663 and press option 1 or email helpdesk -@- falconitservices.com. You can also open and monitor the progress of a ticket by visiting our ticketing system on-line.
Plan Change Policy: Maintenance plans are priced based on the number of devices. Charges may be adjusted accordingly but will not drop below a minimum amount set in your agreement.
Payment Policies: Invoices are issued at the start of each month, with a 30-day payment window. Service may be suspended for overdue accounts. Invoices over 60 days past due may result in account closure and collection proceedings, incurring a 20% collection fee. Reinstated accounts are subject to prepayment terms and an onboarding fee.
Security Policies: Clients are expected to follow our cybersecurity best practices, based on NIST standards. You may opt out by signing a liability waiver. Refer to our security policies for details..
Warranty: Falcon IT Services does not cover equipment failures resulting from physical damage or negligence.
Leasing: Leased equipment must be returned or purchased upon account closure or agreement termination.
Open Source: A suite of productivity tools and applications are bundled bundled with our managed service plans are provided as-is, licensed under Open Source terms.
What is Included With Your Managed Service Plan?
Unlimited Help Desk Support: Available via phone, email, or web ticket. Support is typically available within one minute. Most issues are resolved remotely. Our bilingual (English/Spanish) team is ideal for South Florida clients
Unlimited On-Site Support: Includes a 4-hour SLA (excluding moves/changes). Moves or equipment changes are billed separately. To reduce on-site charges, clients should implement a policy preventing employees from altering IT equipment without consulting the help desk.
Cloud Support: We support both our own private cloud apps and third-party services (e.g., Microsoft 365, Azure, Google Workspace).
SOC/NOC Monitoring: Our SOC receives telemetry from EDR tools, UTM gateways, and IDS/IPS systems. This data enables proactive action against threats and reliability issues, such as failed login attempts, scans, or hardware alerts.
Cybersecurity Awareness: We provide annual in-person training and quarterly online modules to reduce social engineering and phishing risks.
Technology Advisor: Each client has access to a technology advisor for assistance with IT strategy, budgeting, best practices, and vendor relations.
What is Not Included With Your Managed Service Plan?
Software: Some software (e.g., EDR security suite, IDS/IPS, antivirus, backup, Web & spam filtering) is included but will be deactivated upon account termination. All other software is the client’s responsibility.
Applications & Training: Help desk support does not include formal training on software or applications. Users are expected to possess basic computer skills required for their job duties.
Projects & Infrastructure: Major infrastructure changes (e.g., cabling, construction, server upgrades) are not covered. These services are billable either hourly or as flat-fee projects.