Introduction/General Provisions: 

The following Terms & Conditions govern all interactions and services provided by TechStar Solutions Inc., unless expressly modified or superseded by the terms outlined in your specific Plan.

TechStar Solutions Inc. reserves the right to update or modify these Terms & Conditions as needed. Clients will be notified of substantial changes at the time of modification, and continued use of TechStar services constitutes acceptance of the revised terms.

For any questions or clarifications, please contact our TechStar Partner Services Team at partnerservices@techstars.us.

The attached Appendices—Appendix A: TechAware Plan Details, Appendix B: TechCare Plan Details, Appendix C: TotalCare Standard Plan Details, and Appendix D: Remote Hosted Server Plan Details —are incorporated herein by reference and form an integral part of this Terms & Conditions document. In the event of any conflict between the main body of this document and an Appendix, the terms of the main document shall prevail unless expressly stated otherwise.

Terms & Conditions - Last Revised: January 23, 2025

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General Terms & Conditions

1. Support & Service Fees

1.1 Standard Business Hours: All support rates are based upon remote services provided during normal business hours defined as Monday through Friday, 7:00 AM to 7:00 PM Central Time.

1.2 Support Channels: Email help@techStars.us or call 888.397.7662

1.3 Prioritization of Support Tickets: Support tickets are prioritized based on urgency, impact, and service plans, ensuring critical issues affecting business operations are addressed first. Factors like customer tier, available workarounds, technician expertise, and automation help streamline response times and maintain service efficiency.

1.4 Emergency/Holiday Support: Remote support is available outside of TechStar Business hours. An After-Hours or Holiday  Emergency Remote Support Fee will be added to the ticket in addition to the support hours. See your Plan for fees.

1.5 Onsite Support: Onsite support is available unless specified excluded by your location.  An Onsite Visit Service Fee will be applied in addition to the support hours used. See your Plan for fees.

1.6 Priority Processing Fee: Low-urgency requests may be prioritized over critical issues upon client request, with a Priority Processing Fee applied to the ticket.  See your Plan for fees.

2. Billing and Payments

2.1 Rates:

1. 1. Labor Rate: A default labor rate of $225 per hour applies unless a discounted rate is outlined in your Plan Details.
      
   2. Service Fees: Service fees for on-site work, after-hours work, or requested priority escalation may apply. The specific pricing for these services will be outlined in your Plan Details.
      

2.2 Invoicing: 

1. 1. Plan services and add-on subscriptions are invoiced monthly in advance of services with the billing period starting on the invoice creation date. These invoices are issued on the first or second of the month. 
      
   2. Billable labor, materials and service fees may be billed weekly in arrears with the billing period ending on the invoice creation date.
      

2.3 Payment Terms: 

1. 1. Accepted payment methods are by ACH or Credit Card via the Payment Portal. Checks and cash are not accepted.
      
   2. Default invoice terms are “Net 5” 
      

2.4 Late Payment: 

1. 1. A monthly penalty of 5% of the remaining balance will be applied to late payments.
      
   2. Accounts 30 days overdue are subject to suspension of services until the account is paid in full. This could impact, but is not limited to services like:
      
      • Help Desk
        
      • Email or online Documents
        
      • Firewall Security Services
        
      • Access to Remote Hosted Apps/Services
        
      • VPN Access
        
   3. Any account that is 30 days overdue more than four times in a 12 month period will require Autopay to be enabled to continue working with TechStar Solutions Inc
      

2.5 Refunds: All payments for prepaid services are final. Once a service has been paid for in advance, no refunds will be issued, regardless of whether the service is utilized in full, partially, or not at all. By making a payment for any prepaid service, you acknowledge and agree to this no-refund policy.

3. Termination of Services

3.1 Plan Termination by Client: A client may terminate Plan Services with a 30 day written notice.

3.2 Plan Termination by TechStar Solutions Inc.: TechStar Solutions Inc. reserves the right to terminate Plan Services in the event of non-payment, violation of the terms and conditions outlined herein or if the client undergoes bankruptcy proceedings, receivership, or creditor arrangements with a 30 day notice.

3.3 Default Costs: In case of default, the defaulting party must reimburse the other for costs and expenses, including legal fees.

3.4 Effect of Termination: Termination doesn't affect existing rights. Rights and remedies under the Plan are cumulative.

3.5 Account Settlement at Termination: Upon termination, the client is responsible for paying all outstanding subscription fees or services that may be in-place but extend past the date of termination, as well as any non-covered labor needed to migrate their services and data to new providers.

4. Amendments

4.1 Changes to Terms: TechStar Solutions Inc. reserves the right to amend these terms and conditions at any time. Clients will be notified of any substantial changes when made.

• • Change History: Previous version can be viewed at TechStar Universal Terms & Conditions Version 8-28-24 can be viewed at Previous Terms & Conditions

4.2 Changes to Plans: TechStar Solutions Inc. reserves the right to update or amend Plans with a minimum of 30 days notice with an explanation of changes.  

4.3 Client Consent: Continued use of TechStar Solutions Inc. services following any amendments constitutes acceptance of the revised terms and conditions.

4.4 Audit: TechStar reserves the right to audit the Plan for significant organizational, devices, services or site changes, which may lead to revisions in services and/or Plan charges.

4.5 Network and client Management Tools: TechStar can choose and change the tools for managing and monitoring client resources as needed and without notification.

4.6 Notice Provision: Any notices required under this Plan shall be sent by email or regular mail with postage prepaid. Email notification should be sent to: management@techstars.us . If the client needs to mail a notice to TechStar, it should be addressed to: 

TechStar Solutions Inc.
Attn: Management Notification
212 W Main Street
Waconia, MN 55387

5. Client Data

5.1 Client Application Data: The data stored on TechStar equipment that belongs to the client will remain the client's property. Upon termination of services, TechStar will provide the client with access to this data for export.

5.2 Hosted Virtual Machines and OS Licensing: Remote Hosted Virtual Machines (VMs) and operating system licenses are owned by TechStar and cannot be exported.

5.3 Client Documentation: System Documentation and Admin Passwords are the property of the client and will be exported and provided upon termination of an Plan.

5.4 Offsite Backup: Offsite backups are intended for disaster recovery purposes and will be deleted upon the termination of the Plan. Exporting offsite backup data is not included in standard services but may be available at additional cost. This could involve copying the backup data to an external drive. The client will be responsible for any associated costs, including hardware if needed.

5.5 Assistance Costs: The client agrees to cover any uncovered costs for assistance provided during data export, including hardware costs if necessary.

5.6 TechStar Security: Techstar is committed to ensuring the security and integrity of all client data entrusted to us. We take responsibility for implementing and maintaining robust security measures to protect the data we manage, including regular monitoring, updates, and adherence to industry best practices. We will also work proactively to identify and mitigate potential threats, ensuring that your data remains secure. However, it's important to note that while we take all reasonable precautions, ultimate responsibility for data security is a shared effort between Techstar and the client.

6. Client Responsibilities

Although TechStar strives to meet all of our clients' IT needs, certain responsibilities remain with the client and their staff.

6.1 Provide Access: The client must provide TechStar with all necessary usernames and passwords required to access network resources (e.g., administrator credentials, router telnet passwords). The client is also responsible for maintaining all necessary media, license keys, and vendor contact information and must provide access to this information when needed.

6.2 Communicate User Changes: The client must promptly communicate any staff changes to TechStar, including the addition or removal of employees and any changes to their responsibilities or access privileges.

6.3 Network Consistency: The client must maintain TechStar-approved network equipment, including firewalls, managed switches, and wireless access points. The use of non-approved network equipment is not covered under an all inclusive Plan.

6.4 Communicate IT System Changes: Due to the complexity and variety of technologies in any network environment, the client must notify TechStar via support ticket of any client-initiated changes to equipment and applications or supported systems. The client must also maintain genuine, licensed, and vendor-supported server and desktop software, keep active Line of Business application vendor support, maintain TechStar-installed tools on supported devices, and assist in maintaining and updating a Business Continuity Plan.

6.5 Backup: The client is responsible for clearly identifying all data that needs to be backed up and must adhere to the data storage policies defined by TechStar.

6.6 Disclosure and Release of Liability: By submitting a request to TechStar, you acknowledge and agree that TechStar shall not be held responsible or liable for any security concerns or issues that may arise in connection with fulfilling your request, provided that the request is neither illegal nor unethical. You further understand that TechStar will execute your request in good faith, adhering to applicable laws and ethical standards. However, TechStar cannot guarantee the absolute security of any actions taken or outcomes achieved based on your request. By proceeding, you release TechStar and its employees, agents, and affiliates from any claims, damages, or liabilities arising from or related to the security implications of fulfilling your request.

6.6 Client Security: As a Techstar client, you bear the responsibility for safeguarding the confidentiality of all account credentials, including usernames and passwords. It is crucial that you implement and maintain appropriate security measures to ensure that only authorized individuals have access to your systems and sensitive information. You must also regularly review and update access controls to prevent unauthorized access. Any misuse or unauthorized sharing of credentials could compromise the security of your network. Ensuring the integrity of your system access is a key responsibility that helps protect both your organization and Techstar services.

6.7 TechStar Security: Use of TechStar services for unlawful or unethical purposes are prohibited. The client must not breach or attempt to breach TechStars system security, including unauthorized data access, altering service functionality, or interfering with network operations. Sending unsolicited emails on behalf of TechStar and using unapproved tools to access TechStar systems are also prohibited. Violations of these terms may result in legal action.

7. Cybersecurity Incident

A Cybersecurity Incident is defined as, but not limited to, the following types of events: malware attacks, phishing and spear phishing attempts, cryptolocker infections, ransomware, or man-in-the-middle attacks.

7.1. Training: To mitigate the risk of a cybersecurity incident, we recommend participating in Annual Cybersecurity Training. Additionally, ongoing weekly cybersecurity training is encouraged for continued awareness and preparedness.

7.2 Insurance: We recommend that clients maintain a Cybersecurity Insurance Policy to cover the costs associated with a cybersecurity incident. Please note that an active Plan with TechStar is not a substitute for Cybersecurity Insurance. This type of policy should be obtained from your insurance provider to ensure appropriate coverage for your organization.

7.3 Liability: TechStar shall not be held liable, directly or indirectly for any damages, losses, or expenses arising out of any cybersecurity incident.

7.4 Plan Coverage: TechStar plans exclude support associated with a Cyber security Incident.

7.5 Support: If needed, TechStar will provide support to assist in restoring systems and recovering data affected by a cybersecurity incident. This support will be provided on a billable basis.

8. TechStar Owned Equipment

The client agrees that TechStar provided items, like the firewall used in the Managed Firewall Service, belong to TechStar and must be purchased or returned upon Plan termination. If the client decides to return the equipment, it needs to be returned to Techstar within 15 days of Plan termination. If any TechStar-owned equipment at the client's site is stolen, damaged, or destroyed, the client is responsible to pay the current retail replacement value within 15 days.

9. Access to Equipment & Facilities

Clients agree to grant TechStar Solutions access to their equipment and facilities as necessary for the performance of services. If the client requires consent for access to their equipment or facilities, it is the client's responsibility to provide such consent. If access is not provided or denied, TechStar Solutions may be unable to perform the required services effectively, and TechStar Solutions will not be held responsible for any resulting issues or failures.

10. Insurance Coverage

TechStar will cover general liability for personal injury and property damage up to $1,000,000, worker's compensation as required by law, and automobile liability up to $1,000,000. Upon request, TechStar will provide the client with certificates confirming this coverage within 30 days of starting the Plan, at each renewal, and when reasonably requested.

11. Indemnity

Each party agrees to protect and not hold the other responsible for any third-party claims, losses, or expenses related to their activities under the Plan, except for negligence or deliberate misconduct. TechStar will also defend and protect the client from any claims related to TechStars employees or agents working at the client's facilities.

12. Force Majeure

TechStar won't be held responsible if they can't fulfill their duties due to uncontrollable events like natural disasters, government orders, or emergencies. They must inform the client of any delays. If these events delay TechStars work for a total of 45 days or more, the client can end the Plan by notifying TechStar in writing

13. Representations & Warranties

We promise that we have the authority to enter this Plan and fulfill our obligations. We'll also make reasonable efforts to provide services according to industry standards. You promise that you have the authority to enter this Plan and fulfill your obligations.

14. Disclaimer of Warranties & Limitation of Damages

14.1  We only provide a limited warranty for our services, and we disclaim all other warranties, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, title, and non-infringement. We are not responsible for any interruptions or errors in our services, and we make no guarantees about the accuracy or reliability of our services.

14.2 You use our services at your own risk, and we and our affiliates are not liable for any damages, including lost data, lost profits, or business interruption, arising from your use of our services, even if we have been advised of the possibility of such damages.

14.3 Our liability is limited to your right to terminate this Plan. If we are nonetheless liable for damages, our total liability is limited to the amount paid to us under this Plan during the three months preceding the events giving rise to such liability.

14.4 We are not responsible for the actions or inactions of third parties, including hardware or software vendors or Internet service providers. We do not guarantee uninterrupted, error-free, or delay-free services, as these depend on factors outside our control, such as third-party performance and Internet connectivity.

14.5 You acknowledge that we rely on information and instructions from you and third parties in providing our services, and you assume the risk associated with errors in such information and instructions.

15. Governing Law & Entire Plan

15.1 This Plan is governed by the laws of Minnesota and represents the complete understanding between TechStar and the client regarding the services provided. No changes to this Plan are valid unless made in writing.

15.2 These terms and conditions override any conflicting terms in any client order submitted for services under this Plan.

16. Confidentiality & Employee Solicitation

16.1 Confidentiality: TechStar agrees to keep all confidential information about the client's business secret and use it only for the client's benefit. This includes financial details, business plans, and marketing strategies.

16.2 Employee Solicitation: The client recognizes that TechStar operates in a competitive industry and that hiring TechStar's employees directly would harm TechStar. Without TechStars written consent, the client cannot hire TechStars employees during the Plan and for two years after it ends. If the client breaches this, they agree to pay TechStar $50,000 as damages, and TechStar may terminate the Plan without further notice. This amount reflects the costs TechStar would incur to replace the hired employees.

 

 

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Remote Hosted Server Terms & Policies

 

The TechStar Universal Terms & Conditions apply to all Remote Hosted Server Plans, along with the specific Terms & Policies outlined in this document. By accessing or using TechStar Remote Hosted Server services, you agree to adhere to both the Universal Terms & Conditions and the Remote Hosted Server Terms & Policies.

1. Shared Cloud Hosting

A cost-effective solution for businesses seeking secure and reliable hosting without managing their infrastructure.

1.1 Features:

Dedicated VLAN Security: Your Virtual Machines (VMs) are securely isolated within a dedicated Virtual Local Area Network (VLAN). A VLAN is a segmented network that isolates traffic for enhanced security and performance, ensuring your VMs operate in a protected environment.

Shared Infrastructure: Access enterprise-grade resources that are shared among clients but managed to ensure security and performance. These resources include:

• • Remote Gateway Server: A server that provides secure remote access to your hosted environment.
  • Domain Controller: A server that centralizes user authentication, policy enforcement, and network management.

Simplified Licensing: TechStar Solutions provides the necessary Windows Server and Remote Desktop Protocol (RDP) licenses through a seamless rental process. RDP licenses allow users to access applications and desktops remotely. Additional Microsoft licensing options are available as add-ons to meet your specific needs.

Data Portability: Your application data can be exported upon request or when the service is terminated. Note that server images (complete backups of the server’s system and configuration) are not included in the export.

2. Dedicated Cloud Hosting

For businesses requiring enhanced control, customization, and full data access, leveraging shared server hardware. 

2.1 Features:

1. 1. Exclusive Resources: Your environment is entirely dedicated to your organization, ensuring peak performance and security.
   2. Complete Virtual Machine Control: Export VM images for all your Virtual Machines at your request.
   3. Tailored Infrastructure: Customize your dedicated hosting setup to align with your specific business needs.
   4. TechStar-Owned Hardware: Benefit from state-of-the-art, TechStar-managed infrastructure without the overhead of ownership.
   5. Simplified Licensing: TechStar Solutions provides all necessary Windows Server and Remote Desktop (RDP) licenses through a seamless rental process. Additional Microsoft licensing options are also available as add-ons to suit your specific needs.
   6. Data Sovereignty: Retain full control of your environment, ensuring compliance and accessibility.
   7. Comprehensive Support:  Support is provided according to your TechStar Support Plan coverage level.
   8. Options are available for Dedicated Hosting on Dedicated Hardware.

3. Disclosure: Remote Hosted Server Usage Limitations

Techstar Solutions provides remote hosted servers designed to meet a wide range of business needs. To maintain optimal system performance and user experience, certain limitations apply to remote session configurations.

3.1 Remote Monitor Limited to Single Web or Full-Screen Session

The base plans are designed to support:

• 1. Web Session: Accessing a browser or web-based application through a single remote window.
  2. Full-Screen Session: Running an application in full-screen mode on one monitor within the remote session.
  3. Examples of Standard Session:
     • A user working on a spreadsheet in full-screen mode on one monitor.
     • Accessing a web-based Customer Relationship Management (CRM) application via a web session.
  4. Sessions involving multiple simultaneous full-screen monitors are not supported under the standard configuration. An Add-on is available for organizations that require more advanced configurations.

3.3 Multiple Monitor Remote Session Add-On Option

Multi-monitor full-screen setup ( A configuration where remote desktop sessions are extended across two or more monitors) requires the Multiple Monitor Remote Session Add-On, an optional upgrade that enhances user workspace.

• 1. Multi-Monitor Setup: This allows remote sessions to span across two or more monitors, which is beneficial for tasks such as:
     • Graphic Design: Using design tools on one screen while referencing assets or documentation on another.
     • Data Analysis: Viewing large datasets and visualizations simultaneously.
     • Project Management: Managing dashboards on one monitor while tracking communications on another.
  2. Performance Considerations: Running multiple monitors in a remote session can significantly increase resource usage, including:
     • Bandwidth: The amount of data transmitted between the server and the client.
     • Server Processing Power: The computing resources needed to manage additional displays.

The Multiple Monitor Remote Session Add-On ensures adequate resources are allocated for these sessions to function smoothly without performance degradation.

3.4 Streaming Service Limitations

TechStar Solutions provides remote hosted servers to support a wide range of applications and services for our clients. However, to ensure optimal performance, stability, and security within the hosted environment, streaming video and audio services are prohibited

• 1. Unsupported Applications
     Streaming platforms or services that deliver continuous video or audio content, such as live streaming, media hosting, or on-demand media playback, are not supported in this environment.
  2. Performance Impact
     Applications that rely on streaming media can place significant demand on:

• 1. • Network Bandwidth: The volume of data that can be transmitted over a network within a given period. Streaming media consumes a large portion of bandwidth, reducing availability for other tasks.
     • Server Resources: Computing power (CPU), memory (RAM), and storage used by the server. Streaming can cause resource strain, affecting performance for other users and applications.
  2. Examples of Unsupported Scenarios
     • Media Hosting: Hosting video content for playback, such as training modules or promotional media, on a streaming platform.
     • Video Conferencing: Running video conferencing applications (e.g., Zoom, Microsoft Teams) directly from the hosted environment.
     • Live Broadcasting: Streaming live events or using media players that distribute video or audio to large audiences.
  3. Commonly Affected Services
     • Video Streaming Services: Platforms like YouTube, Twitch, or Vimeo when hosted directly in the environment.
     • Audio Streaming Services: Hosting podcasts or other audio services within the remote hosted environment.
     • Custom Applications: Any custom-built application designed primarily for video or audio streaming.
  4. Alternative Solutions for Streaming Services
     If your business requires video or audio streaming, consider the following options:
     • Specialized Streaming Services: Platforms designed to handle high-bandwidth media delivery, such as YouTube, Vimeo, or Brightcove.
     • Third-Party Tools: Integrate third-party tools or cloud services that support streaming needs outside the hosted server environment (e.g., AWS Media Services, Microsoft Azure Media Services).

4. Resource Allocation & Usage Limits

4.1CPU, RAM, and Storage Limits

1. 1. Plan Specifications: Each TechStar Remote Hosted Plan offers clearly defined allocations of CPU cores, RAM, and storage. 
      Plan add-ons are available, including:
      • Enhanced Security Features (e.g., 2FA)
      • Additional Storage Capacity
      • Additional Users or Virtual Machines
      • Multiple Concurrent Screen Sessions
      • Increased Bandwidth
   2. Exceeding Limits: Resource usage beyond the allocated limits may result in

• • • Performance impacts: Service degradation to prevent disruption of other users.
    • Additional fees: Automatic provisioning or usage overage charges applied based on the excess.
    • Exceeding Bandwidth Caps: Resource usage beyond the allocated limits may result in
    • Throttling: Bandwidth may be reduced after exceeding the cap.
    • Overage Fees: Additional usage charges will apply.

4.2 Fair Use Policy

To maintain optimal resource allocation in shared hosting environments, the following guidelines are enforced:

1. 1. Prohibited Activities: Resource-intensive applications or processes, such as cryptocurrency mining, mass email campaigns, web hosting, or any illegal activities, are not allowed.
   2. Resource Utilization Management: Excessive or sustained consumption of CPU, RAM, or bandwidth that negatively impacts service performance for other clients may necessitate an upgrade to a higher-tier service plan or transition to a dedicated hosting environment.
   3. Monitoring and Compliance:

• • • Continuous Monitoring: Resource usage is systematically monitored to ensure compliance with this policy.
    • Violation Notification: Clients will be promptly notified if their usage exceeds acceptable limits.
    • Support and Solutions: Clients anticipating increased resource demands are encouraged to contact TechStar support to discuss tailored solutions and appropriate service adjustments.

5. Scalability & Customization

TechStar Remote Hosted Plans offer defined allocations for CPU cores, RAM, and storage. Clients can customize their plans by adding services such as enhanced security features (e.g., two-factor authentication), additional storage, virtual machines, concurrent screen sessions, and increased bandwidth. Changes to plans and services can be managed through one of the following methods:

5.1 Customer-Directed Provisioning 

1. 1. Changes to applications, resources, or users require approval from a client-designated IT Administrator.
   2. All modifications must comply with the available TechStar Remote Hosted Plans and Add-ons.
   3. TechStar reserves the right to deny requests for additional users or applications if the existing server configuration cannot support the changes.

5.2 Automatic Provisioning

1. 1. TechStar can automatically adjust your plan or add-ons based on your business needs, such as increasing applications, users, storage, or services.
   2. This approach ensures your resources are optimized without requiring manual approval for each change.

5.3 At the commencement of services, clients must specify either Customer-Directed Provisioning status or Automatic Provisioning status. Continued use of services indicates agreement with the current Remote Hosted Server Plan and any associated add-ons.

6. Data Backup & Recovery

6.1 Backup Policy: TechStar Remote Hosted Server Plans include nightly server image backups, retained for 15 days.

6.2 Client Responsibility: Clients are responsible for communicating any additional data backup or retention needs to TechStar. Customized backup solutions can be provided to meet these specific requirements.

6.3 Disaster Recovery: Data restoration services are available for an additional fee, with costs determined by the complexity and extent of the recovery effort.

7. Security & Compliance

7.1 TechStar Security & Compliance Responsibilities

1. 1. Data Encryption: In Transit: Use TLS/SSL to encrypt data traveling between clients and servers. At Rest: Implement AES-256 encryption for stored data.
   2. Multi-Factor Authentication (MFA): Enforce MFA for access to the hosting environment, management portals, and sensitive data.
   3. Network Security: Implement firewalls and Intrusion Detection/Prevention Systems (IDS/IPS) to monitor and filter traffic. Use Virtual Private Networks (VPNs) for secure remote connections.
   4. Access Controls: Employ Role-Based Access Control (RBAC) to limit user permissions. Regularly audit access logs to ensure appropriate permissions.
   5. Regular Patching and Update: Ensure operating systems, applications, and security tools are updated regularly to mitigate vulnerabilities.
   6. Backup and Disaster Recovery: Provide automated, regular backups with secure offsite storage. Maintain a disaster recovery plan with defined Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO)
   7. Physical Security: Data centers should have 24/7 surveillance, biometric access controls, and secure entry procedures.
   8. Compliance Standards
      • GDPR (General Data Protection Regulation) for data privacy.
      • HIPAA (Health Insurance Portability and Accountability Act) for healthcare data.
      • SOC 2 for service organization controls.
      • ISO 27001 for information security management.
   9. Monitoring and Logging: Implement continuous monitoring and logging of system activities for anomaly detection. Retain logs for audit and compliance purposes.

7.2 Client Security & Compliance Responsibilities

• 1. Strong Authentication Practices: Enable MFA for all user accounts accessing the hosted environment. Use strong, unique passwords and rotate them regularly.
  2. Access Management: Restrict access to critical data and systems based on user roles. Review and update user permissions regularly.
  3. Endpoint Security: Install antivirus, anti-malware, and endpoint detection tools on all devices connecting to the hosted server.
  4. Data Backup Policies: Confirm that data backups meet business needs and retainage requirements. Test data restoration procedures periodically.
  5. User Training and Awareness: Train employees on security best practices, phishing recognition, and data protection policies.
  6. Compliance with Regulations: Ensure your data handling practices comply with applicable regulations (e.g., GDPR, HIPAA). Maintain documentation for audits and compliance checks.
  7. Secure Remote Connections: Use VPNs or secure web RDP connections for remote access.Avoid using public Wi-Fi networks without encryption.
  8. Monitoring and Reporting: Regularly review system logs and monitor for suspicious activities. Report security incidents promptly to the hosting provider.
  9. Device and Application Updates: Keep all client devices and applications up-to-date with the latest security patches.
  10. Data Classification: Identify and classify sensitive data to apply appropriate protections and access controls.

8. Software & Application Support

8.1 Supported Applications:
Only applications and software installed by TechStar Solutions are eligible for support within the hosted environment. Support is contingent on proper licensing and a valid support agreement with the software vendor.

8.2 Application Limitations:
TechStar will recommend the necessary resources to ensure optimal performance for installed applications. If the client chooses not to follow these recommendations, they assume full responsibility for any performance issues that may arise.

8.3 Client-Installed Software:
Clients may not add or remove applications on the server without TechStar approval.

8.4 Server OS Updates and Patches:
TechStar is responsible for applying updates and patches to the server’s operating system to maintain security and performance.

8.5 Application Updates and Patches:
Clients are responsible for managing updates and patches for their applications. If TechStar is requested to handle these updates, the work will be billed as Support Labor.

8.6 Modifications: Services such as user support, user management, and resource management to meet client needs are billable based on the Support Labor rates outlined in the Remote Hosted Server Plan.

9. Service Availability & Uptime

9.1 Service Uptime: TechStar strives to provide a 99% uptime during business hours for our Remote Hosted Server services. This commitment ensures that your hosted environment is reliable and accessible when you need it. In the event of unexpected downtime, our team works promptly to restore services and minimize disruption.

9.2 Scheduled Maintenance: TechStar shall notify clients of periods for maintenance windows and provide updates on restoration activities.

9.3 Release from Damages:TechStar is not liable for any damages arising from Remote Hosted Server failures caused by circumstances beyond our control, including but not limited to natural disasters, power outages, network interruptions, cyberattacks, third-party service failures, or other force majeure events. By using our services, you acknowledge and accept that while we strive to provide reliable and continuous service, certain situations may occur that are outside our ability to prevent or mitigate.

9.4 Redundancy and High Availability: Standard plans do not include redundancy or high availability. These services can be added upon request.

10. Prohibited Activities in a Remote Hosted Environment

To ensure the security, stability, and compliance of a remote hosted environment, the following activities are strictly prohibited. 

10.1 Prohibited Actions

1. 1. Unauthorized Access or Hacking: Attempting to access systems, networks, or accounts without proper authorization. Engaging in activities such as brute force attacks, port scanning, or exploiting vulnerabilities.
   2. Malicious Software Distribution: Uploading, hosting, or distributing malware, viruses, ransomware, or other malicious software. Running or executing scripts or code designed to disrupt, damage, or compromise the environment.
   3. Spamming and Unsolicited Communications: Sending bulk, unsolicited emails (spam) or other forms of unsolicited communication. Using hosted servers to create or distribute phishing emails or deceptive messages.
   4. Illegal Content and Activities: Hosting, distributing, or storing content that violates any applicable local, state, national, or international law. This includes, but is not limited to, pirated software, copyrighted materials, counterfeit goods, or content that promotes illegal activities.
   5. Intellectual Property Infringement: Violating copyrights, patents, trademarks, or other intellectual property rights by hosting or distributing unauthorized content. Hosting counterfeit or unauthorized copies of software, media, or other protected content.
   6. Denial of Service (DoS) Attacks: Launching or participating in Denial of Service (DoS) or Distributed Denial of Service (DDoS) attacks. Using hosted resources to degrade, disrupt, or flood network traffic of any system.
   7. Cryptojacking or Unauthorized Mining: Using hosted environments for cryptocurrency mining (e.g., Bitcoin, Ethereum) without explicit permission. Engaging in cryptojacking, where unauthorized resources are used to mine cryptocurrencies.
   8. Storing Sensitive Data Without Proper Security Measures: Storing personally identifiable information (PII), financial data, healthcare data, or other sensitive information without encryption or appropriate security controls.
   9. Abusive or Harmful Content: Hosting or distributing content that is abusive, defamatory, harassing, threatening, or incites violence. This includes hate speech, content promoting self-harm, or any material that violates human rights.
   10. Violations of Privacy: Collecting, storing, or distributing personal data without proper consent. Engaging in activities that violate privacy laws (e.g., GDPR, CCPA).
   11. Misuse of System Resources: Using excessive bandwidth, storage, or CPU resources in a way that disrupts services for other users. Running background processes or applications that significantly degrade system performance.
   12. Unauthorized Reselling or Subletting: Reselling, renting, or sublicensing hosting resources without the explicit permission of the hosting provider.
   13. Circumventing Security Measures: Attempting to bypass or disable security measures, firewalls, access controls, or monitoring tools. Engaging in activities to hide or obscure malicious or unauthorized actions.

   14. Hosting or Distributing Exploits: Distributing hacking tools, exploits, or scripts designed to compromise systems or networks.

10.2 Consequences of Prohibited Activities

1. 1. 1. Account Suspension or Termination: Immediate suspension or termination of services.
      2. Legal Action: Potential civil or criminal liability based on the violation.
      3. Financial Penalties: Charges for damages or costs incurred due to violations.
      4. Notification of Authorities: Reporting violations to law enforcement or regulatory agencies.

11. Server Environment Types

11.1 Comparison: Our hosting solutions offer two environments to meet different business needs: Shared for cost efficiency and Dedicated for greater control and flexibility.

11.2 Key Differences:

For businesses needing scalability and security, Dedicated is the preferred choice. Contact us for guidance on selecting the best option.

 

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Appendix A: TechAware Plan Details

 

A basic monthly maintenance plan for your Windows-based systems, including hardware monitoring and operating system patch management. All labor and materials provided by TechStar are billable at the discounted TechAware Plan rate.

1. Included Features

The monthly TechAware fee includes the following features

 

Tools and Access

• • Remote Access tools pre installed
  • Remote Monitoring tools pre installed
  • Workstation and Server monitoring
  • Automated Workstation and Server OS and Security patch management
  • Ticketing System Access
  • Monitored Device Documentation
  • Admin Password Management

System Monitoring and Alerts

• • 24/7 System Monitoring logs
  • Internet Connection Monitoring
  • Device Lifecycle Reporting
  • Monthly Maintenance Notifications 
  • Automated Executive Reports

Security Tools

• • Annual Security Audit Report
  • Annual Cybersecurity Awareness Training

2. Service Rates & Fees

• Service Rates: All labor and materials provided by TechStar are billable at the discounted rate defined by your TechCare Plan.
• Service Fees: are in addition to the Support labor used, and are defined by your TechCare Plan.
• Subject To Change: All pricing is subject to change with a 30-day notice.

 

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Appendix B: TechAware Plan Details

1. TechCare Plans Overview

TechCare Plans include two essential components: the Core Tools Package for IT operations and a choice between a Flexible Block Hour or Comprehensive Block Hour purchase plan. Together, these components offer flexibility, peace of mind, and full coverage for IT support, maintenance, consulting, and projects.

2. TechCare Core  Tools for IT Operations

The TechCare Core Tools fee is based on your organization’s size and complexity, considering the number of users, devices, services, and locations. It will be adjusted as needed to reflect any changes in these factors.

Included Features

The monthly TechCare Core Tools fee includes the following features

Tools and Access

• • Remote Access tools pre installed
  • Remote Monitoring tools pre installed
  • Workstation and Server monitoring
  • Automated Workstation and Server OS and Security patch management
  • Ticketing System Access
  • Monitored Device Documentation
  • Admin Password Management
  • TechStar owned firewall

System Monitoring and Alerts

• • 24/7 System Monitoring logs
  • Internet Connection Monitoring
  • Device Lifecycle Reporting
  • Monthly Maintenance Notifications 
  • Automated Executive Reports
  • Backup Monitoring (where available)
  • Core Network Monitoring - including firewall, switches and WAP's if using UniFi equipment
  • Monitored Services Dashboard

Security Tools

• • Annual Security Audit Report
  • Annual Cybersecurity Awareness Training
  • Upgraded Endpoint Protection

Additional Site Fee: A site (location) is defined as a place of business with a firewall and peripheral devices. A single site is included in the core fee, with additional sites billed as Additional Site(s).

 

NOTE: TechCare Core Tools does not include TechStar Technician labor or materials.

3. Block Hour Usage

• Technician Time: All TechStar technician time will be deducted from your block hours in 5-minute increments and billed monthly.
• Use Your Hours Your Way: Allocate your block hours to support requests, maintenance tasks, consulting, or projects.
• Overages Rates: Any hours used beyond your prepaid block will be billed at the associated TechCare Plan overage rate.
• Expiration: Block hours must be used within the billing cycle, as they expire at the end of each month.

4. Flexible Block Hour Purchase Plan

Flexible Block Hours allow you to customize the number of block hours you purchase each month, providing both flexibility and cost predictability. These hours can be used for IT support, maintenance, consulting, and projects, ensuring your business receives the assistance it needs.

• Flexible Block Hours: Choose the number of prepaid hours in one-hour increments, with a minimum of 3 hours per month. Hours are invoiced on the 2nd of each month and must be used within the same billing cycle.
• Adjust as Needed: Modify your block hour allocation on a month-to-month basis by submitting a written request to help@techstars.us by the 25th of the month. Adjustments will be reflected in the following month’s invoice.

This plan ensures you always have the right level of support without long-term commitments.

5. Comprehensive Block Hour Purchase Plan

Comprehensive Block Hours provide the most cost-effective and efficient solution with an annual commitment, offering the lowest support labor rates and predictable IT expenses. TechStar tailors your monthly block hour allocation based on historical usage to ensure it aligns with your organization’s support and maintenance needs.

• Customized Block Hours: Each month, the agreed-upon block hours, determined by TechStar and approved by the client, will be invoiced at a discounted rate.
• Annual Review & Adjustments: TechStar will assess your block hour allocation annually or upon significant system changes. Clients will receive a 30-day notice before any modifications take effect.

This plan ensures long-term savings and stability while adapting to your evolving IT requirements.

6. Service Rates & Fees

• Service Rates: All labor and materials provided by TechStar are billable at the discounted rate associated with your Block Hour purchase plan rate.
• Service Fees: are in addition to the Support labor used, and are defined by the TechCare Plan.
• Subject To Change: All pricing is subject to change with a 30-day notice.

 

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Appendix C: TotalCare Plan Details

1. TotalCare Plan Overview

TotalCare offers comprehensive IT support, maintenance, and incident management with an all-inclusive approach that covers support labor. Service rates and conditions vary to accommodate diverse business needs.

Pricing: The TotalCare Plan combines the TechCare Core with a per-employee seat model. The TechCare Core pricing is determined by your organization’s size and complexity, considering factors such as the number of users, devices, services, and locations. Additionally, each supported user—defined as an employee with a company email—requires a seat.

Plan Requirements:To ensure optimal support and security, the following requirements must be met:

• Privilege Management: is installed on all supported devices, ensuring that users are set as standard users rather than administrators, to restrict installation of unapproved applications.
• Standard Network Stack: UniFi firewall, switches and access points
• Line of Business (LoB) apps: require third-party support
• Mobile Device Management (MDM): is required for all company-owned Apple devices 
• Printers: must be wired to the network (Wi-Fi printing is not supported)

Support Coverage: The TotalCare Plan includes support labor for incidents, service requests, and ongoing maintenance for all enrolled users, devices, and applications. This ensures that all essential IT functions are continuously supported and maintained.

2. TotalCare Core  

The monthly TotalCare Core Tools fee includes the following features

Tools and Access

• • Remote Access tools preinstalled
  • Remote Monitoring tools preinstalled
  • Workstation and Server monitoring
  • Automated Workstation and Server OS and Security patch management
  • Ticketing System Access
  • Monitored Device Documentation
  • Admin Password Management
  • TechStar owned firewall

System Monitoring and Alerts

• • 24/7 System Monitoring logs
  • Internet Connection Monitoring
  • Device Lifecycle Reporting
  • Automated Executive Reports
  • Backup Monitoring (where available)
  • Core Network Monitoring - including firewall, switches and WAP's if using UniFi equipment
  • Monitored Services Dashboard

Security Tools

• • Annual Security Audit Report
  • Annual Cybersecurity Awareness Training
  • Upgraded Endpoint Protection

Additional Site Fee: A site (location) is defined as a place of business with a firewall and peripheral devices. A single site is included in the core fee, with additional sites billed as Additional Site(s).

3. Support Services

The following services are included on an as needed basis.

 

Core Network and Endpoint Management

• • IT Documentation Management
  • Firewall Management
  • Endpoint Hardware and Software Management
  • Server Hardware and Software Management
  • Backup Management
  • Endpoint Security Service Management

Help Desk

• • Device Support
  • User Support
  • Office 365 Application Support
  • G Suite Application Support
  • Line of Business Application User Support
  • Software License Management

Maintenance 

• • Routine System Checks
  • Hardware Maintenance and Replacement
  • Proactive Issue Identification and Resolution

Security Services

• • Managed DNS
  • Managed DMARC
  • Managed O365 Tenant
  • Managed Google Suite

Reports and Audits

• • Basic IT Documentation for devices, apps, services and users
  • Yearly IT System audits to identify areas of risk/concern
  • IT Related recommendations based on ticket history and audit findings QBR

Common Requests

• • New User Setup
  • Device Setup
  • Application Deployment
  • End User training for TechStar services and annual CyberSecurity
  • Provide 3rd Party app/service training resources

 

4. Service Rates & Fees

Service Rates: Support labor and materials not covered by the TotalCare Plan are billable at the discounted rate.

Service Fees: are in addition to the Support labor used, and are defined by the TotalCare Plan.

Subject To Change: All pricing is subject to change with a 30-day notice.

 

 

 

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Appendix D: Remote Hosted Server Plan Details

 

1. Shared Environment Plans

TechStar offers three flexible Hosted Server Plans: Starter, Professional, and Enterprise. Each plan includes a specific allocation of CPU cores, RAM memory (in GB), storage (in GB), and the number of terminal users. Additionally, each plan offers optional add-ons to further customize your needs.

 

Add-ons are available for MFA Protected Login, Additional Storage, Additional VM and Multiple Monitor Remote Sessions.

1.1 Resources for each Remote Hosted Plan

Starter Plan

• • • CPU: 4 vCPU
    • RAM: 8 GB
    • Storage: 100 GB SSD
    • Hosted VM’s: 1
    • RDP Access: Web RDP
    • Terminal Services Seats: 5

Professional Plan

• • • CPU: 8 vCPU
    • RAM: 16 GB
    • Storage: 250 GB SSD
    • Hosted VM’s: 1
    • Terminal Services Seats: 10

Enterprise Plan

• • • CPU: 16 vCPU
    • RAM: 32 GB
    • Storage: 500 GB SSD
    • Hosted VM’s: 1
    • Terminal Services Seats: 20

1.2 Available Add-ons

• • MFA Protected Login: Enable Multi Factor Authentication (MFA) for cloud access, per user. Service will be applied to all active seats.
  • Additional Storage: Additional Storage, per 100 GB block. Auto allocated when the system drive has less than 25 GB free. 
  • Additional VM: Provision an Additional Virtual Machine from the current plan resources.
  • Multiple Monitor Remote Session: This add-on enables remote sessions to span across multiple monitors. Per user charge for all users on the server.

 

2. Dedicated Environment Plans

1.2 Scalable performance and resources

• • CPU: 24 vCPU
  • RAM: 96 GB
  • Storage: 1000GB SSD
  • Hosted VM’s: 4
  • RDP Access: Desktop RDP or Web RDP
  • Terminal Services Seats: 20

2.2 Available Add-ons

• • MFA Protected Login: Enable Multi Factor Authentication (MFA) for cloud access, per user. Service will be applied to all active seats.
  • Additional Storage: Additional Storage, per 100 GB block. Auto allocated when the system drive has less than 25 GB free. 
  • Additional VM: Provision an Additional Virtual Machine from the current plan resources.
  • Multiple Monitor Remote Session: This add-on enables remote sessions to span across multiple monitors. Per user charge for all users on the server.

 

3. Basic Remote Hosted App Plan

TechStar offers an option for remote-hosted applications. The application is hosted on a TechStar remote server and is accessible via a web interface (Web RDP).  Desktop access (Desktop RDP) is not available with this plan.  This is a shared cloud hosting solution.

3.1 Resources for the Basic Remote Hosted App Plan

• • CPU: 2 vCPU
  • RAM: 6 GB Memory
  • Storage: 150 GB SSD
  • Terminal Service Seats: None. No Desktop RDP access

3.2 Available Add-ons for Remote Hosted App Plans Only

• • Additional Storage: Additional Storage, per 100 GB block.
  • Additional RAM: Additional memory, per 2GB block.
  • Additional CPU: Additional capacity, per 2 vCPU block.

4. Service Rates & Fees

• Service Rates: All labor and materials provided by TechStar are billed at the rate specified by the support plan associated with your Remote Hosted Server Plan (e.g., TechAware, TechCare, TotalCare, or other).
• Service Fees: are in addition to the Support labor used.
• Subject To Change: All pricing is subject to change with a 30-day notice.