Terms & Conditions

Review the Extended Tech Solutions (ETS) terms and conditions covering service level agreements, parts provisioning, and channel non-circumvention rules.

Last Updated: August 12, 2026

Welcome to Extended Tech Solutions (ETS). These Terms & Conditions (“Terms”) govern your access to and use of the ETS website, partner portal, and our third-party maintenance (TPM) services. By requesting a quote, registering a service contract, or accessing our systems, you agree to be bound by these Terms.

1. Channel Only & Non-Circumvention

ETS operates exclusively as a channel partner provider. We support MSPs, VARs, and brokers. We agree not to directly contact, pitch, or solicit any end-user customers whose equipment is registered under an active support agreement or quote request through your partner account. Reseller partners agree to act as the primary billing and commercial contact for their registered end-users.

2. Service Level Agreements (SLAs)

All maintenance dispatches are subject to the specific SLA selected during booking (e.g., 24x7x4, 24x7 NBD, or 9x5 NBD).

  • 4-Hour Onsite SLA: Guarantees arrival of a qualified technician and replacement parts at the designated site within 4 hours of ticket dispatch and L3 triage completion.
  • Next Business Day (NBD) SLA: Guarantees technician arrival on the next business day (Monday through Friday, excluding national holidays) following ticket confirmation.
  • System Triage: Reseller or end-user must provide remote access, system logs, and configuration outputs to allow ETS Level 3 engineers to isolate the fault before dispatch.

3. Spares Provisioning & Local Stocking

Upon activation of a service contract, ETS audits the asset inventory list and pre-stages critical replacement components (such as controllers, motherboards, power supplies, and hard drives) at a designated logistics depot situated within 50 miles of the registered facility. Partners are responsible for ensuring that the asset serial numbers, model numbers, and site address details provided are accurate.

4. Customer Site Access

For onsite dispatches, the partner must ensure that the technician is granted immediate physical access to the server rack or storage chassis. Access delays caused by security protocols, lack of badge clearance, or missing site contacts will pause the SLA response window calculation.

5. Billing & Payment

Reseller partners will be billed according to the agreed contract payment schedule (e.g., quarterly or annually upfront). Past-due invoices may result in the temporary suspension of maintenance dispatch services.

6. Limitation of Liability

ETS provides hardware maintenance to extend the operational life of servers, storage, and networking systems. We do not guarantee that older equipment will operate indefinitely without failure. ETS is not liable for any indirect, incidental, or consequential damages, including loss of data, loss of business revenue, or data center downtime. It is the partner's and end-user's responsibility to maintain current backups of all system data.

7. Governing Law

These Terms and any service contracts are governed by and construed in accordance with the laws of the State in which ETS is headquartered, without regard to conflicts of law principles.