Most of what Mercury IT LTD provides is a service rather than a physical product. This policy explains how and when we deliver services, digital deliverables and equipment.
Managed IT services
- Onboarding starts on the date agreed in your agreement, usually within 10 business days of signature.
- Remote support is delivered over secure remote-access tools, phone and email during the hours stated in your plan.
- Onsite support is available in Calgary and the surrounding area. Visits elsewhere in Alberta or Canada are scheduled by agreement; travel time and expenses are quoted in advance.
Assessments and projects
Each assessment or project has an estimated start date and duration in its quote or statement of work. Written deliverables (reports, diagrams, plans) are sent by email or through our client portal. We will tell you promptly if a date needs to change and agree a new one with you.
Software licences and cloud subscriptions
Licences and subscriptions are delivered electronically, usually within 1 business day of your order and payment, by activating them in your account or sending licence keys by email.
Hardware and equipment
- Where we ship: within Canada. Deliveries to the United States can be arranged on request.
- Delivery times: typically 3–10 business days after order confirmation for in-stock items; special orders depend on the manufacturer and we will give you an estimate before ordering.
- Shipping costs: shown on your quote. Where we install the equipment ourselves, delivery to your site in the Calgary area is included in the installation price.
- Risk and ownership: risk passes to you on delivery. Ownership passes when the item is paid in full.
- On arrival: please check the package and report damage or missing items within 5 business days so we can claim with the carrier or supplier.
- Delays: if a delivery is delayed beyond the estimated date, we will contact you with a new date. If you are a consumer, you may have the right to cancel under the Alberta Consumer Protection Act when goods are not delivered on time.
Customers outside Canada
Customers outside Canada receive our services remotely. Any import duties, taxes and customs fees for equipment shipped outside Canada are the customer's responsibility.
Contact
Questions about an order or delivery: info@mercuryit.ca or +1 (587) 578-2356.