Master Service Policy
Updated 8/25/2025

This Master Service Policy governs services provided by Siliprocor, LLC (“Siliprocor,” “we,” “our,” or “us”) to clients who request, purchase, approve, or use our consulting, technology, digital, installation, support, or managed service offerings.

By engaging Siliprocor for services, approving a proposal, accepting a quote, signing a Statement of Work, entering into a service agreement, using a Siliprocor-managed service, or allowing Siliprocor to perform work, the Client agrees to this Master Service Policy unless otherwise stated in a signed written agreement.
 

1. Services Provided

Siliprocor provides technology consulting, digital services, operational support, infrastructure assistance, and related project work. Services may include, but are not limited to:
 

• Technology consulting and advisory services

• Website design, setup, support, and management

• Network, firewall, camera, access point, and related infrastructure support

• Hardware and software setup

• Remote and onsite technical support

• Scoped project work

• Monthly service plans, support agreements, and rate agreements

• Vendor coordination and implementation assistance

• Documentation, training, and process support

• Other related technology, digital, or operational services approved by Siliprocor and the Client
   

Specific services, pricing, deliverables, timelines, limitations, and payment requirements may be outlined in a proposal, quote, Statement of Work, service agreement, rate agreement, or other written approval.

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2. Proposals, Quotes, and Statements of Work

Siliprocor may provide proposals, quotes, estimates, Statements of Work, service agreements, rate agreements, or other written documents describing the services to be performed. These documents may include pricing, estimated hours, deliverables, subscription costs, project assumptions, timelines, payment requirements, service terms, and scope limitations.

Unless otherwise stated in writing, proposals and quotes are valid for thirty (30) days from the date issued. After that period, pricing, availability, timelines, subscription costs, hardware costs, labor rates, and service terms may be subject to change.
 

Approval of a proposal, quote, Statement of Work, service agreement, or written authorization to begin work constitutes acceptance of the scope, pricing, applicable payment requirements, and related terms for that service.

The approved proposal, quote, Statement of Work, or service agreement will define the specific scope of work for the project or service. Work not specifically included in the approved scope may be considered out-of-scope and may require additional approval, added charges, revised timelines, or a separate proposal.

If there is a conflict between this Master Service Policy and a signed written agreement, Statement of Work, or approved proposal, the signed written agreement, Statement of Work, or approved proposal will control for that specific project or service.
 

3. Order of Precedence

Unless otherwise stated in writing, the following order will apply if there is a conflict between documents:
 

1. Signed service agreement or contract

2. Approved Statement of Work

3. Approved proposal or quote

4. Written change order or written client approval

5. This Master Service Policy

6. General website terms or published policy pages
    

The more specific signed or approved document will control over general policy language for the specific service, project, or agreement it covers.

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4. Client Responsibilities

The Client is responsible for providing timely access, accurate information, required approvals, content, credentials, licenses, subscriptions, hardware, and any other materials needed for Siliprocor to perform the requested work.

Client responsibilities may include, but are not limited to:

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• Providing access to systems, accounts, facilities, equipment, and platforms

• Ensuring someone authorized is available for approvals and decisions

• Providing accurate project requirements and business information

• Maintaining required subscriptions, licenses, and vendor accounts

• Supplying website content, images, logos, videos, schedules, product information, or other materials when applicable

• Backing up important data unless backup services are specifically included in the approved scope

• Ensuring physical work areas are safe, accessible, and ready for service

• Notifying Siliprocor of known issues, restrictions, security requirements, or site conditions that may affect the work
   

Delays caused by missing information, unavailable access, third-party vendors, incomplete content, client scheduling conflicts, delayed approvals, or site readiness issues may affect project timelines and may result in additional charges.

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5. Remote and Onsite Services

Siliprocor may provide services remotely, onsite, or through a combination of both. Remote work may include phone support, video meetings, remote access sessions, platform configuration, documentation, website updates, and other digital services.

Onsite work may include installation, troubleshooting, training, equipment setup, site reviews, cabling coordination, hardware placement, or other approved work performed at the Client’s location.

Onsite services are subject to scheduling availability, site access, travel considerations, safety conditions, and applicable service rates.

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6. Physical Installation and Site Work

For physical installations, the Client is responsible for ensuring that the work area is safe, accessible, and suitable for the requested services. Siliprocor may decline, pause, or reschedule work if conditions are unsafe, inaccessible, outside the approved scope, or otherwise not ready for service.

Unless specifically included in the approved proposal, quote, Statement of Work, or agreement, Siliprocor is not responsible for electrical work, structural modifications, permitting, code compliance review, concealed conditions, wall repair, painting, ceiling repair, hazardous materials, fire-stopping, life-safety certification, or work requiring a licensed trade professional.

Siliprocor may recommend or coordinate with outside vendors when needed, but third-party vendor work remains the responsibility of that vendor and/or the Client.

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7. Third-Party Platforms, Vendors, and Subscriptions

Many Siliprocor services involve third-party products, platforms, vendors, software, hardware, hosting providers, internet providers, payment processors, or subscription services.

Siliprocor is not responsible for outages, price changes, service limitations, billing changes, platform restrictions, discontinued features, account suspensions, security incidents, or performance issues caused by third-party providers.

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Third-party costs may include, but are not limited to:

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• Website platforms and hosting

• Software licenses

• Cloud services

• Security subscriptions

• Hardware purchases

• Payment processing fees

• Vendor service charges

• Paid plugins, applications, or integrations

• Internet, phone, or connectivity services
   

Unless specifically stated in writing, third-party costs are not included in Siliprocor labor pricing and may be billed separately or paid directly by the Client.

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If Siliprocor purchases or prepays third-party services on behalf of the Client, the Client may be responsible for reimbursement, renewal costs, unrecovered prepaid balances, or cancellation costs as outlined in the applicable proposal, service agreement, or invoice.

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8. Change Orders and Out-of-Scope Work

Work outside the approved proposal, quote, Statement of Work, service agreement, or written scope may require additional approval and may be billed separately. Out-of-scope work may include additional pages, major design changes, added equipment, extra troubleshooting, expanded integrations, additional site visits, new business requirements, rush requests, or work not described in the original approved scope.

Siliprocor may pause out-of-scope work until the Client approves the additional cost, revised timeline, or updated scope. Approval may be provided through a signed change order, written authorization, email approval, accepted quote, updated proposal, or other written confirmation.

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9. Service Plans, Monthly Agreements, and Rate Agreements

Siliprocor may offer monthly service plans, managed service agreements, support retainers, rate agreements, or similar recurring service arrangements. These plans may include defined service hours, response priorities, covered services, rollover terms, overage rates, service limitations, renewal terms, and cancellation terms.

Unless specifically stated in a signed agreement, monthly service plans do not guarantee unlimited support, immediate response, uninterrupted service, or coverage for all technology needs.

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Unused service hours, support credits, or banked hours are only available if specifically included in the approved service agreement. Banked or rollover hours have no cash value and may be forfeited upon cancellation, termination, expiration, or non-renewal unless otherwise stated in writing.

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Service plans, monthly agreements, and rate agreements are subject to the payment, cancellation, and termination terms outlined in the applicable agreement or proposal.

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10. Service Levels and Response Times

Siliprocor may provide estimated response times, service priorities, or support expectations based on the selected service plan, rate agreement, or approved scope.

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Unless expressly stated in a signed service-level agreement, response times are targets only and are not guaranteed. Response times may be affected by business hours, technician availability, emergency requests, client availability, third-party vendor delays, weather, travel conditions, outages, or other circumstances beyond Siliprocor’s control.

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11. Emergency Services

Emergency service may be available depending on technician availability and the nature of the request. Emergency dispatch fees, remote emergency fees, onsite emergency fees, labor charges, and related costs may apply according to Siliprocor’s current service rates or the Client’s approved agreement.

Siliprocor reserves the right to determine whether a request qualifies as emergency service and whether remote or onsite response is appropriate.

Emergency services do not guarantee immediate resolution, restoration of service, hardware replacement, vendor response, or permanent repair.

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12. Website Design and Digital Services

For website and digital projects, the Client is responsible for providing required content, images, logos, videos, account access, branding materials, product information, schedules, and approvals unless content creation is specifically included in the approved scope.

Website projects may include a footer credit identifying Siliprocor as the creator, designer, manager, or service provider for the website when stated in the proposal or agreement. Removal of footer credits may be subject to the terms of the approved proposal or service agreement.

Siliprocor is not responsible for copyright, trademark, licensing, or usage issues related to content, images, videos, music, logos, product information, or other materials provided by the Client.

Siliprocor does not guarantee search engine rankings, website traffic, lead generation, sales, social media growth, or other business outcomes unless specifically stated in a signed agreement.

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13. Intellectual Property

Unless otherwise stated in writing, the Client retains ownership of Client-provided content, logos, images, videos, trademarks, and business materials.

Siliprocor retains ownership of its own tools, templates, processes, documentation formats, designs, code snippets, workflows, internal methods, business materials, and intellectual property created independently of the Client’s project.

Upon full payment, the Client may use the final approved deliverables for their intended business purpose. Siliprocor may retain the right to reference completed work in portfolios, proposals, marketing materials, or service examples unless the Client requests otherwise in writing.

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14. Best-Effort Service and No Guarantee

Siliprocor provides services on a professional, reasonable, and best-effort basis. While Siliprocor works to provide reliable recommendations and quality service, we do not guarantee specific business results, uninterrupted operation, complete security, permanent error-free performance, search engine ranking, sales results, lead generation, or complete protection from cyber threats.

Technology systems, websites, networks, hardware, software, and third-party platforms may experience failures, outages, vulnerabilities, incompatibilities, or performance issues outside Siliprocor’s control.

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15. Data, Backups, and Credentials

The Client is responsible for maintaining backups of important data unless backup services are specifically included in the approved scope.

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When credentials, passwords, access tokens, or administrative accounts are required, the Client is responsible for providing accurate and authorized access. Siliprocor may recommend secure credential-sharing methods, password managers, or account ownership best practices.

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Siliprocor is not responsible for data loss, account lockouts, access issues, or service interruptions caused by missing credentials, unauthorized access changes, expired subscriptions, third-party account restrictions, or Client-managed account settings.

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16. Administrative Access, Account Ownership, and Handoff

To perform setup, installation, configuration, maintenance, updates, troubleshooting, or ongoing support, Siliprocor may require administrative, owner-level, installer-level, technician-level, or similar access to client-owned websites, platforms, software, applications, systems, accounts, services, or devices.

Depending on the service, Siliprocor may request temporary access to a Client-owned administrative account, request that the Client create a dedicated Siliprocor administrative or technician account, or create a service/admin account where appropriate and authorized. Access will be used only for approved Siliprocor work, support, maintenance, updates, troubleshooting, or related service activities.

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Unless otherwise stated in writing, Client-owned platforms, subscriptions, websites, devices, accounts, data, and services remain the property and responsibility of the Client. Siliprocor does not claim ownership of Client-owned products or services simply because administrative access is granted or maintained for service purposes.

Upon completion of the approved work, termination of services, non-renewal of an agreement, or written request by the Client, Siliprocor will reasonably cooperate in transferring, handing off, removing, or adjusting administrative access for Client-owned products and services, provided all outstanding invoices, approved charges, third-party costs, and applicable termination fees have been resolved.

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Siliprocor may retain limited administrative or technician access during an active service agreement, maintenance plan, managed service relationship, warranty period, support period, or open project when such access is reasonably necessary to provide continued support. The Client may request access changes at any time; however, removal of required access may limit Siliprocor’s ability to perform support, maintenance, updates, troubleshooting, or service obligations.

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The Client is responsible for maintaining ownership access, recovery information, billing access, and primary account control for any Client-owned platforms or services unless otherwise agreed in writing. Siliprocor is not responsible for service delays, account recovery issues, lockouts, loss of access, or platform restrictions caused by missing credentials, removed access, expired subscriptions, inaccurate recovery information, or Client-managed account changes.

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17. Limitation of Liability

To the fullest extent permitted by law, Siliprocor is not liable for indirect, incidental, special, punitive, or consequential damages, including but not limited to lost profits, lost revenue, lost data, downtime, business interruption, reputational harm, or loss of opportunity.

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Siliprocor’s total liability for any claim related to services provided will not exceed the amount paid by the Client to Siliprocor for the specific service giving rise to the claim, unless otherwise required by law or stated in a signed agreement.

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18. Suspension or Refusal of Service

Siliprocor may suspend, delay, or refuse service if:
 

• Payment is overdue

• Required access or information is not provided

• The requested work is unsafe or outside scope

• The Client requests illegal, unethical, unauthorized, or harmful activity

• The Client violates this Master Service Policy or an approved agreement

• A third-party platform, vendor, or provider prevents service completion

• Continuing service would create unreasonable risk to Siliprocor, the Client, or others
   

Suspension of service does not waive the Client’s responsibility for unpaid invoices, approved charges, remaining contract balances, third-party costs, or applicable early termination fees.

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19. Termination

Either party may terminate services according to the terms of the applicable proposal, Statement of Work, service plan, or agreement.

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If no specific termination terms are stated, either party may terminate ongoing services with written notice. Any unpaid invoices, approved charges, completed work, third-party costs, remaining contract balances, or applicable early termination fees may become due upon termination.

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Siliprocor may terminate services immediately in the event of non-payment, misuse of services, unsafe conditions, illegal activity, violation of this policy, breach of agreement, or conduct that creates unreasonable risk to Siliprocor, the Client, or others.

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20. Governing Law

This Master Service Policy is governed by the laws of the Commonwealth of Pennsylvania. Any disputes will be handled in the appropriate courts or venue within Pennsylvania unless otherwise required by law or stated in a signed agreement.

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21. Updates to This Policy

Siliprocor may update this Master Service Policy from time to time. The updated version will be posted on Siliprocor’s website with a revised effective date.

For existing signed agreements, the terms in effect at the time of agreement approval will generally apply unless the agreement states otherwise, the Client approves updated terms, or continued services are provided under a renewal, new proposal, or updated service arrangement.
 

21. Contact

Questions about this Master Service Policy may be directed to:

Siliprocor, LLC
Email: info@siliprocor.com