Terms and Conditions
Last updated: April 2, 2026 — Kool Home Inc DBA TelNova
1. Parties
These Terms are between Kool Home Inc DBA TelNova, Springfield, VA 22152 (TelNova) and the entity using our services (Client). By using our services, Client agrees to these Terms.
2. Services
TelNova provides managed helpdesk, SLA monitoring, remote support, IT asset management, change management, and Microsoft Intune integration as specified in each Service Agreement.
3. SLA Commitments
During business hours (Mon-Fri, 9AM-5PM ET, excluding US Federal Holidays): P1 Critical: 30min response / 4hr resolution / $500 credit. P2 High: 2hr / 8hr / $200. P3 Medium: 4hr / 24hr / $100. P4 Low: 8hr / 40hr / $50. Credits applied to future invoices. SLA pauses when awaiting Client information.
4. Client Responsibilities
Client agrees to: provide accurate information; designate an authorized contact; provide system access as needed; pay invoices within 30 days; maintain appropriate Microsoft 365 licenses if Intune is enabled; not use services for unlawful purposes.
5. Payment Terms
Services billed monthly or annually in USD. Net 30 payment terms. Late payment: 1.5% per month. Services may be suspended after 60 days non-payment with 10-day notice. Annual prepayment receives 10% discount.
6. Term and Termination
Initial term as specified in Service Agreement, typically 12 months, auto-renewing. Client may terminate with 30 days written notice before term end. TelNova may terminate with 30 days notice or immediately for non-payment or breach. Client data returned within 30 days of termination.
7. Limitation of Liability
TelNovaLiability limited to fees paid in the preceding 3 months. Neither party liable for indirect, consequential, or punitive damages. SLA credits are sole remedy for service level failures.
8. Governing Law
These Terms are governed by Virginia law. Disputes resolved by binding arbitration under AAA rules in Fairfax County, Virginia. Class action waiver applies.
9. Acceptable Use
Client may not use services to transmit malware, violate laws, infringe intellectual property, harass TelNova staff, or interfere with service integrity.