Managed Services Policies & Service Scope
User Data Policy
We collect and store your company’s name, address, telephone number, network architecture diagrams, and the names, email addresses, and mobile telephone numbers of your employees. This information is used solely to identify and authenticate individuals when they contact us for support.
Access to this information is limited to authorized internal staff who are subject to confidentiality and non-disclosure obligations. We do not share this information with external parties.
Telemetry Data
Devices and systems within your network may transmit technical telemetry data to our Network Operations Center (NOC) and Security Operations Center (SOC). This telemetry is analyzed to proactively identify and address potential network bottlenecks, hardware failures, reliability issues, and security threats.
We do not share, disclose, or repurpose telemetry data outside the purposes described above.
General Data Privacy
We do not intentionally collect, store, or share information beyond what is described in this policy.
Our technicians are strictly prohibited from requesting sensitive personal information, including credit card numbers, dates of birth, passwords, or similar credentials. Please do not provide this information to our staff.
Call Monitoring
Support calls and remote support sessions may be monitored or recorded for training, quality assurance, and service improvement purposes.
Remote PC Control
Remote access to a user’s computer is never initiated without user approval. Technicians must obtain consent through an on-screen approval prompt before initiating a remote support session.
Once the session ends, remote access is terminated. Users are notified when a remote session begins and when it ends.
To maintain appropriate security controls, please avoid contacting the help desk immediately before lunch or at the end of the workday when unattended computer access may be required. Our help desk policy prohibits unattended remote access by support technicians.
NOC/SOC administrators may remotely access unattended systems for approved maintenance, monitoring, or security tasks using their own authorized credentials.
Staff Policy
All employees undergo background checks and are expected to maintain a clean legal record. Periodic rescreening may be conducted as permitted by applicable law.
Ethics Policy
We maintain a zero-tolerance policy for inappropriate behavior. Rudeness, profanity, harassment, and discriminatory remarks by either staff or clients are not tolerated.
Communications may be monitored or reviewed to ensure compliance with these standards and to maintain a professional support environment.
Hours of Operation
Our standard support hours are posted on our contact page.
For emergencies outside normal business hours, please text the emergency number provided in your welcome letter.
Support Contact Policy
For technical support, please contact our help desk for immediate assistance:
- Phone: (305) 433-6663, then press option 1
- Email: helpdesk -@- falconitservices.com
Plan Change Policy
Maintenance plans are priced based on the number of devices covered by the agreement. Monthly charges may be adjusted when the number of covered devices changes.
Charges will not be reduced below the minimum monthly amount specified in your agreement.
Payment Policies
Invoices are issued at the beginning of each month and are payable within 30 days.
Service may be suspended for overdue accounts. Invoices that remain unpaid for more than 60 days may result in account closure and referral for collection. Accounts referred for collection may incur a 20% collection fee.
Reinstated accounts may be subject to prepayment requirements and an onboarding or reinstatement fee.
Security Policies
Clients are expected to follow our cybersecurity best practices, which are based on applicable standards and recommendations.
Clients may opt out of these recommended security practices by signing a liability waiver. Please contact us for additional details.
Warranty
Falcon IT Services does not cover equipment failures resulting from physical damage, misuse, or negligence.
Leased Equipment
Leased equipment must be returned or purchased upon account closure or termination of the applicable agreement.
Open-Source Software
A suite of productivity tools and applications may be bundled with our managed service plans. These applications are provided on an “as-is” basis and are licensed under applicable open-source software terms.
What Is Included With Your Managed Service Plan?
Unlimited Help Desk Support
Unlimited help desk support is available by telephone, email, or online ticket.
Support is typically available within one minute, and most issues can be diagnosed and resolved remotely. Our bilingual English/Spanish support team is well suited to serving clients throughout South Florida.
Unlimited On-Site Support
Unlimited on-site support includes a four-hour service-level agreement (SLA), excluding moves, changes, and similar work outside the normal scope of support.
Moves, equipment changes, and other non-standard on-site work are billed separately.
To minimize unnecessary on-site charges, clients should maintain a policy requiring employees to consult the help desk before moving, disconnecting, replacing, or otherwise modifying IT equipment.
SOC/NOC Monitoring
Our SOC/NOC may receive telemetry from endpoint detection and response (EDR) tools, unified threat management (UTM) gateways, and intrusion detection and prevention systems (IDS/IPS).
This information enables proactive identification and response to security and reliability issues, including failed login attempts, network scans, hardware alerts, and other indicators of potential threats or system failures.
Cybersecurity Awareness
We provide cybersecurity awareness training and self-paced online training modules designed to reduce the risks associated with social engineering, phishing, and other common cybersecurity threats. We encourage everyone to learn from these courses.
Technology Advisor
Each client has access to a technology advisor who can provide guidance regarding IT strategy, budgeting, technology best practices, and vendor relationships.
What Is Not Included With Your Managed Service Plan?
Software
Certain software and security services may be included with your managed service plan, including EDR security tools, IDS/IPS solutions, antivirus protection, backup services, and web and spam filtering.
Included software and services will be deactivated if the managed service agreement is terminated.
All other software, applications, and licensing costs are the client’s responsibility unless expressly stated otherwise in the service agreement.
Applications & Training
Help desk support does not include formal training on software applications.
Users are expected to possess the basic computer skills necessary to perform their assigned job duties. Formal training, implementation, or application-specific consulting may be available as a separately billable service.
Projects & Infrastructure
Major infrastructure changes and projects are not included in the managed service plan. Examples include structured cabling, construction, major server upgrades, office moves, and significant network or infrastructure redesigns.
These services are billed separately, either at the applicable hourly rate or as a flat-fee project, as agreed upon in advance.