Managed Network Agreement

NOC Services Terms & Conditions

Enterprise-grade managed networking and connectivity services for businesses that cannot afford downtime.

Agreement Snapshot

These terms apply when a customer purchases, orders, subscribes to, activates, or uses Isolex NOC services.

Minimum Term6 Months
ETFGreater of $250/device or remaining term
Equipment ReturnRequired
Onsite TargetNext business day, best effort
Important: By purchasing, ordering, subscribing to, activating, financing, leasing, or utilizing any product or service through noc.isolex.io, Customer agrees to be legally bound by this Agreement.

1. Agreement

This Master Service Agreement ("Agreement") is entered into by and between Isolex Corporation, an Ohio corporation ("Isolex," "Provider," "Company"), and the purchasing entity or individual ("Customer," "Merchant," "Client").

By purchasing, ordering, subscribing to, activating, financing, leasing, or utilizing any service, equipment, software, monitoring, support, or infrastructure provided through noc.isolex.io, Customer agrees to be legally bound by this Agreement.

2. Acceptance of Terms

Customer acknowledges and agrees that any of the following constitutes acceptance of this Agreement:

  • Online checkout
  • Payment of an invoice
  • Acceptance of a proposal or quote
  • Submission of an order
  • Service activation
  • Installation scheduling
  • Continued use of services
  • Electronic signature
  • Verbal authorization followed by service delivery

No separate physical signature is required for enforceability.

3. Services Covered

This Agreement applies to all products and services provided by Isolex, including managed networking, monitoring, administration, managed Wi-Fi, firewall and router management, structured cabling, wireless bridge deployments, security camera systems, VoIP systems, managed cloud services, managed software, configuration, installation, support, and consulting services.

All future equipment, software, infrastructure, and services deployed by Isolex during the term of service shall automatically become subject to this Agreement.

4. Initial Term

Customer agrees to maintain active service for an initial term of six (6) consecutive months beginning on the Service Activation Date.

The Initial Term is required to recover deployment, engineering, installation, configuration, onboarding, project management, logistics, and support costs incurred by Isolex.

5. Early Termination Fee (ETF)

If Customer cancels service, disconnects service, requests removal of equipment, ceases payment, abandons service, or otherwise terminates service prior to completion of the Initial Term, Customer shall immediately become liable for an Early Termination Fee ("ETF").

The ETF shall equal the greater of:

Option A$250

For each managed device installed, configured, monitored, maintained, or supported by Isolex.

Option BRemaining Term

All remaining monthly recurring charges due through the remainder of the Initial Term.

Due DateImmediately

The greater amount shall be due and payable immediately.

Managed devices include routers, firewalls, switches, wireless access points, wireless bridges, cameras, controllers, VoIP equipment, network appliances, software appliances, cloud-managed systems, and any other equipment deployed by Isolex.

Payment of the ETF does not transfer ownership of any equipment to Customer.

6. Equipment Ownership

Unless specifically identified in writing as Customer-owned equipment, all equipment supplied by Isolex remains the sole property of Isolex Corporation.

Customer receives only the right to use such equipment while maintaining active service. No ownership interest transfers to Customer unless expressly stated in a signed purchase agreement.

7. Equipment Return Requirements

Upon cancellation, termination, expiration, suspension, non-payment, or default, Customer shall return all Isolex-owned equipment within fifteen (15) calendar days.

Required returned items include routers, firewalls, switches, wireless access points, wireless bridges, VoIP phones, security cameras, controllers, mounting hardware, power supplies, PoE injectors, network appliances, and any equipment supplied by Isolex.

Return of equipment does not reduce, offset, waive, or satisfy any ETF obligation. Payment of the ETF does not grant ownership of Isolex equipment.

Customer shall provide reasonable access to allow Isolex to retrieve installed equipment. Failure to return equipment within fifteen (15) calendar days shall result in replacement charges based upon the current replacement value of each item, in addition to ETF, past due balances, collection costs, attorney fees, court costs, and labor charges.

8. Installation Cancellation Policy

3+ Calendar Days$300

Cancellation fee after installation has been scheduled.

2 Days or Less$795

Cancellation fee for short-notice cancellation.

Same-Day / No-Show$795+

Plus special-order equipment, shipping, permit, travel, and third-party contractor charges.

9. Isolex Responsibilities

  • Professionally install and configure equipment.
  • Maintain commercially reasonable support procedures.
  • Provide remote troubleshooting assistance.
  • Maintain deployment documentation when practical.
  • Coordinate third-party vendors and subcontractors when necessary.
  • Replace defective equipment covered by manufacturer warranty according to manufacturer procedures.
  • Provide monitoring services for subscribed services.
  • Make commercially reasonable efforts to restore service interruptions.

Isolex shall determine the methods, procedures, and technical standards used to provide services.

10. Customer Responsibilities

  • Maintain active electrical service and internet connectivity.
  • Provide safe access to equipment.
  • Protect equipment from theft, abuse, misuse, vandalism, environmental damage, and unauthorized modifications.
  • Promptly report service issues.
  • Maintain current billing information.
  • Pay invoices when due.
  • Refrain from altering equipment configurations without authorization.
  • Cooperate with troubleshooting and maintenance activities.
  • Maintain required software licenses not provided by Isolex.

Customer shall be responsible for all damage caused by unauthorized modifications.

11. Service Level Agreement (SLA)

Support is provided on a commercially reasonable best-effort basis.

Standard support hours: Monday through Friday, 8:00 AM to 5:00 PM Customer local time, excluding holidays.

  • Remote response target: Within two (2) business hours.
  • Onsite response target: Next business day on a best-effort basis.

Response objectives are targets only and are not guaranteed service commitments. Isolex shall not be liable for delays caused by internet service providers, utility providers, manufacturers, shipping carriers, third-party vendors, customer access restrictions, severe weather, force majeure events, or circumstances beyond Isolex's reasonable control.