Legal
Service Terms
This page summarizes how Canyon, INC. delivers its services, what you can expect from us, and what we expect from you. These are high-level terms only — your binding obligations are set out in your signed Master Service Agreement (MSA) or Statement of Work (SOW), which governs in the event of any conflict.
Questions about your specific agreement? Contact legal@canyoninc.net.
Managed IT Services (MSP)
What Canyon Provides
- Proactive monitoring of managed endpoints, servers, and network devices
- Patch management and software update scheduling
- Help desk support for end users via ticket, phone, and remote session
- Endpoint security — antivirus, EDR, and threat response
- Backup monitoring and restore coordination
- Vendor coordination for hardware, ISPs, and cloud services
- Regular reporting on system health, incidents, and utilization
Client Responsibilities
- Provide Canyon with administrative access to managed systems as required to deliver services
- Report issues promptly — delays in reporting may affect response SLAs
- Maintain licensed software on managed devices and inform Canyon of unlicensed or unsupported software
- Cooperate with scheduled maintenance windows
- Designate a primary point of contact and backup for urgent communications
Support Response Targets
Response targets below are goals, not guarantees, unless specifically committed in a signed SLA addendum.
| Priority | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| Critical | Complete outage; no users can work | 30 minutes | 4 hours |
| High | Major service degraded; significant business impact | 1 hour | 8 hours |
| Medium | Partial outage or single user affected; workaround available | 4 hours | 2 business days |
| Low | Minor issue; minimal business impact | 1 business day | 5 business days |
Support hours are defined in your agreement. Emergency response (Critical) is available 24/7 for active managed services clients. Standard support is during business hours unless an after-hours plan is included.
What Is Not Included
- New hardware procurement (Canyon can advise and coordinate, but procurement is the client's responsibility unless otherwise agreed)
- On-site visits beyond any included hours in your agreement
- Projects, implementations, or migrations — these are scoped separately as project work
- Support for software or systems not listed in your service scope
Cybersecurity Services
What Canyon Provides
- Security posture assessment and gap analysis
- Incident response and forensic support for breaches and ransomware events
- Endpoint Detection and Response (EDR) deployment and management
- Email security and phishing protection configuration
- Security awareness training coordination
- Vulnerability scanning and remediation prioritization
Important Limitations
Canyon's cybersecurity services are not a guarantee against all threats. No security solution is 100% effective, and sophisticated or novel attacks may succeed despite best practices. Canyon's liability for security incidents is limited as described in your agreement and our Terms of Service.
For clients with HIPAA, PCI-DSS, or other regulatory obligations, Canyon can work within those frameworks. However, the responsibility for regulatory compliance remains with the client. Business Associate Agreements (BAAs) are available upon request.
Software Development
How We Work
- Discovery: Every engagement begins with a scoping session to define requirements, success criteria, and deliverables
- Proposals: We provide a written SOW with deliverables, timeline, and fixed or time-and-materials pricing before any work begins
- Delivery: Work is delivered in phases or milestones with client review and sign-off at each stage
- Revisions: Each milestone includes a defined number of revision rounds. Material scope changes are scoped as change orders
- Handover: Upon final payment, all paid-for custom code is transferred to the client. Canyon IP (frameworks, libraries, reusable tools) is licensed for use in the project, not transferred. See Terms of Service §3
Client Responsibilities
- Provide timely feedback — delays in client review extend timelines
- Supply required content, assets, and access credentials per the project schedule
- Designate a single decision-making point of contact to avoid conflicting direction
- Review and approve or reject deliverables within agreed turnaround windows
Warranty
Canyon provides a 30-day warranty on delivered software covering bugs and defects in the agreed-upon scope. The warranty does not cover issues arising from third-party dependencies, client modifications, or scope items not included in the SOW. Post-warranty support is available under a separate support agreement or on a time-and-materials basis.
Digital Marketing
What Canyon Provides
- SEO strategy, on-page optimization, and technical SEO audits
- Content creation — blog posts, landing pages, and campaign copy
- Google Ads / paid search campaign setup and management
- Social media content strategy and scheduling
- Analytics setup, reporting, and performance reviews
- Email marketing campaigns and automation
No Guarantee of Results
Canyon does not guarantee specific outcomes such as search ranking positions, lead volumes, conversion rates, or revenue growth. Digital marketing results depend on many factors outside Canyon's control, including search engine algorithm changes, market conditions, and competitive activity. We commit to delivering professional services to agreed specifications and transparently reporting on performance against agreed KPIs.
Client Responsibilities
- Provide timely review and approval of content before publication
- Ensure all content provided to Canyon is accurate and does not infringe third-party rights
- Maintain required ad platform accounts and billing (Canyon manages but does not fund ad spend)
General Service Terms
Invoicing and Payment
Managed services are billed monthly in advance. Project work is billed per the milestone schedule in your SOW. Invoices are due within the period specified in your agreement. Canyon's standard rate is $175/hour for time-and-materials work not covered by a fixed-price agreement.
Confidentiality
Both parties agree to treat non-public information shared in connection with services as confidential. See Terms of Service §7 for full confidentiality terms.
Data Security
Canyon uses encryption in transit (TLS/HTTPS) for all data we handle. Access to client data is restricted to authorized Canyon personnel on a least-privilege basis. Canyon follows reasonable security practices aligned with industry standards. For more detail, see our Privacy Policy §7.
Compliance Frameworks
Canyon can support clients with HIPAA, PCI-DSS, SOC 2, and similar compliance frameworks as part of a scoped engagement. Supporting compliance does not make Canyon a covered entity or qualified security assessor — the client retains compliance responsibility, and formal certifications require the appropriate third-party auditor. BAAs are available for HIPAA-covered engagements.
Termination and Offboarding
Either party may terminate ongoing services with 30 days written notice (unless otherwise specified in your agreement). Upon termination, Canyon will assist with reasonable offboarding — exporting data, transferring credentials, and documenting configurations in scope — billed at standard rates if not included in your agreement. See Terms of Service §9.
Questions and Agreements
For questions about your specific agreement, to request a copy of your MSA or SOW, or to discuss service scope changes:
- Email: legal@canyoninc.net
- Company: Canyon, INC. — Chattanooga, TN
These service terms are provided for general informational purposes. Your signed agreement governs. Nothing on this page creates or modifies any contractual obligation between you and Canyon, INC.
