1. Scope of Services

Puerto Rico Computer Services Corp. ("PRC") provides a broad range of professional and technical services (collectively, the "Services"), including but not limited to: Technical Support, Repairs, Network & Security Services, Consulting Services, Software Development, IT Infrastructure Services, Cloud Services, and any other related services offered by PRC.

These Terms and Conditions apply to all Services provided by PRC, unless otherwise expressly agreed in writing.

Services may be delivered remotely or onsite, depending on the nature of the request and operational requirements.

2. Service Hours

Standard Services are provided during regular business hours, defined as Monday through Friday, 8:00 AM to 5:00 PM Puerto Rico Standard Time, excluding recognized holidays.

The standard hourly rate applies exclusively to Services delivered during these hours and within the San Juan metropolitan area.

3. Service Models

PRC offers Services under the following models:

3.1 On-Demand Services

Services may be requested on an as-needed basis without minimum commitment and will be billed at the applicable hourly rate.

3.2 Prepaid Services

Customers may purchase support hours in advance at discounted rates.

• Must be paid in full prior to use
• Are valid for twelve (12) months from the date of purchase
• Are non-refundable and non-transferable

3.3 Subscription Services

Subscription plans provide a fixed number of monthly support hours billed in advance and require a minimum twelve (12) month commitment.

Subscription plans automatically renew unless terminated in accordance with these Terms and Conditions.

Unused hours may roll over while the subscription remains active, subject to PRC policies.

Any usage exceeding the included hours will be billed at the applicable rate.

4. Fees and Rate Structure

4.1 Base Hourly Rate

Services are billed at the rate established and agreed upon at the time the Service is requested (the "Base Rate"), currently set at $125 per hour, unless otherwise agreed in writing.

4.2 Derived Rates

All additional service rates are derived from the Base Rate as follows:

• Onsite Services: Billed at the Base Rate
• Travel Time: Billed at fifty percent (50%) of the Base Rate, calculated based on total round-trip travel time for locations outside the San Juan metropolitan area
• After-Hours Services: Billed at one and one-half (1.5×) times the Base Rate
• Emergency Services: Billed at two (2×) times the Base Rate and subject to a minimum billing duration of two (2) hours

5. Billing Terms

Services are billed based on actual time spent delivering Services.

• Minimum billing increment: one (1) hour
• Additional time billed in increments of thirty (30) minutes

Invoices will be issued in accordance with the selected service model and are payable within thirty (30) days unless otherwise agreed.

PRC reserves the right to suspend Services for overdue balances.

6. Quoted Work and Additional Hours

All quoted hours are estimates and may vary based on actual work performed, project conditions, and customer collaboration.

If additional hours are required, PRC will notify the customer prior to incurring such time. Additional hours will be billed upon customer approval at the applicable rate.

7. Onsite Services and Travel

Onsite Services will be provided when remote resolution is not feasible or when physical presence is required.

Travel time applies only to locations outside the San Juan metropolitan area and will be billed in accordance with Section 4.

8. Customer Responsibilities

The customer agrees to:

• Maintain current and complete backups of all data
• Provide timely access to systems, personnel, and information required for service delivery
• Ensure systems are properly maintained and supported

PRC is not responsible for delays or service limitations resulting from the customer’s failure to meet these obligations.

9. Service Limitations

PRC will perform Services using commercially reasonable efforts and industry best practices. However, PRC does not guarantee resolution of all technical issues due to system complexity, third-party dependencies, or conditions outside its control.

10. Payment Authorization

For subscription services, the customer authorizes PRC to charge the agreed recurring amount to the designated payment method, which may include ACH debit or credit card.

The customer agrees to maintain a valid payment method on file at all times.

11. Term and Termination

These Terms shall remain in effect for the duration of the Service engagement.

Either party may terminate Services in accordance with the agreed service model and applicable notice requirements.

PRC reserves the right to suspend or terminate Services in the event of non-payment or breach of these Terms.

12. Governing Terms

These Terms and Conditions are incorporated into all PRC service agreements and are supplemented by any applicable service orders, proposals, or statements of work.

In the event of a conflict, the executed service agreement shall prevail.

13. Limitation of Liability

To the maximum extent permitted by applicable law, PRC’s total liability arising out of or related to the Services shall not exceed the total amount paid by the customer for Services during the three (3) months preceding the event giving rise to the claim.

Under no circumstances shall PRC be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of profits, loss of data, or business interruption.

14. Disclaimer of Warranties

All Services are provided on an "as-is" and "as-available" basis. PRC makes no warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted operation.

15. Indemnification

The customer agrees to defend, indemnify, and hold harmless PRC, its affiliates, agents, and suppliers from and against any claims, damages, liabilities, costs, or expenses arising from (i) misuse of the Services, (ii) customer-provided systems or data, or (iii) violation of these Terms.

16. Third-Party Dependencies

PRC is not responsible for failures, delays, or limitations caused by third-party vendors, software, services, or infrastructure, including but not limited to cloud providers, hardware manufacturers, and software licensors.

17. Force Majeure

PRC shall not be liable for any delay or failure to perform its obligations due to events beyond its reasonable control, including but not limited to natural disasters, power outages, telecommunications failures, labor disputes, or governmental actions.

18. Change of Scope

Any work requested outside the agreed scope of Services must be approved in writing and may result in additional charges and adjustments to timelines.

19. Security and Access Responsibility

The customer is responsible for maintaining appropriate security controls, credentials, and access management. PRC shall not be liable for security incidents, breaches, or unauthorized access resulting from customer-side vulnerabilities or misconfigurations.

20. Data Handling and Protection

PRC will use commercially reasonable measures to protect customer data within the scope of the Services. However, PRC does not guarantee data integrity, availability, or recovery beyond the specific services contracted.

21. Order of Precedence

In the event of any conflict between documents, the following order of precedence shall apply:

1. Executed Master Services Agreement or equivalent governing agreement
2. Statement of Work (SOW) or Service Order
3. Proposal or Quotation