Customer Support
Our dedicated support team is available for assistance with CMS Core software and general questions.
Contact us at: support@itcasinosolutions.com
Phone: (888) 992-4827
Agreement Execution
PandaDoc Secure Document Processing
All Service License Agreements are executed through PandaDoc's secure, legally-binding electronic signature platform, providing complete audit trails and tamper-proof documentation.
Agreement Process
- Service License Agreements (SLAs) for CMS Core are sent via PandaDoc for review and signature
- CMS Core requires enterprise licensing agreement with annual maintenance terms
- Signers must review all pages before being able to sign
- PandaDoc tracks time spent on each page and total review time
- IP addresses and device information are logged for verification
- Email authentication confirms signer identity
Legal Validity of PandaDoc Signatures
- Compliant with ESIGN Act (Electronic Signatures in Global and National Commerce Act)
- Compliant with UETA (Uniform Electronic Transactions Act)
- Court-admissible Certificate of Completion provided for each document
- Audit trails cannot be altered or disputed after execution
- Time-stamped with third-party verification
Service Agreement Enforcement
Binding Agreement Notice
All services are governed by the executed Service License Agreement. The authorized signer's acknowledgment that they "HAVE READ THIS AGREEMENT, HAVE HAD THE OPPORTUNITY TO HAVE IT REVIEWED BY COUNSEL, UNDERSTAND IT, AND AGREE TO BE BOUND BY ITS TERMS" is legally binding and cannot be revoked after services commence.
Authority and Liability
As stated in your Service Agreement executed via PandaDoc:
- The signer represents and warrants they have authority to bind the Gaming Facility
- The Gaming Facility is bound to all terms regardless of internal authorization issues
- PandaDoc's electronic signatures have the same legal effect as manual signatures
- The agreement cannot be disputed based on claimed lack of authority after execution
- PandaDoc audit trails provide conclusive evidence of agreement review and acceptance
Payment Obligations
- All payment obligations survive any termination or dispute
- Services provided create an immediate debt obligation
- Non-payment does not invalidate services already rendered
- The Gaming Facility remains liable for all charges incurred during the service period
CMS Core Software Licensing
Important: Software Licenses Are Non-Refundable
All CMS Core licenses and digital services are non-refundable due to the immediate access and resource allocation upon activation.
CMS Core (On-Premises Enterprise System)
- CMS Core is our fully on-premises enterprise casino management system
- One-time perpetual license fee plus annual maintenance/support contracts
- Installation and configuration at your facility by our technical team
- Service License Agreement must be executed via PandaDoc before deployment
- Annual maintenance fees ensure continued support and updates
- All CMS Core licenses and maintenance fees are final and non-refundable
Service Cancellation Policy
Cancellation, renewal, and refund terms are governed by your executed Service License Agreement (SLA). By default:
- Annual maintenance contracts may be cancelled with 90 days written notice before renewal
- No partial refunds are provided for unused time within a contract period
- Data export assistance is available for 30 days following cancellation
Deployment and Implementation
Deployment Timelines
- Standard CMS Core deployment: 10-15 business days after agreement execution
- Enterprise CMS Core with custom configuration: 20-30 business days
- Timeline begins after infrastructure requirements are confirmed
- On-site installation and training scheduled during deployment
Infrastructure Requirements
Gaming Facility is responsible for providing:
- Windows Server 2019 or higher with SQL Server Standard or higher
- 32GB RAM minimum (64GB recommended)
- Network infrastructure and remote access for ITCS support
- Server hardware, backups, and disaster recovery
Payment Methods and Terms
Accepted Payment Methods
- Invoice: Primary billing method for contract and recurring services, issued on Net 30 terms (see Billing Terms below)
- ACH Transfer: Direct bank transfer, available for established accounts
- Check by Mail: Payable to "IT Casino Solutions Inc." — contact us for current remittance address
Billing Terms
Contract and recurring service fees are billed in arrears — normally on a 30-day cycle with Net 30 payment terms — in accordance with the terms of your executed Service Level Agreement (SLA). Specific billing intervals, amounts, and due dates are governed by your agreement.
Online card payments may be offered separately for future add-on or online store purchases; they are not used for contract billing.
Check Payment Terms
Checks must be received by the due date. Returned checks incur a $35 fee plus any bank charges. Continued service requires cleared payment.
Payment Security
- Secure HTTPS encryption across all online interactions
- Bank-level handling of ACH and electronic transfer details
- Regular security audits and compliance verification
Disputes and Resolution
No Retroactive Disputes
Services already rendered and delivered cannot be disputed. Clients who have received and used our services for any period of time acknowledge the value received and cannot dispute past charges for services already provided.
All billing disputes, refunds, and cancellations are governed exclusively by the terms of your executed Service License Agreement (SLA). The provisions below summarize that agreement and do not supersede it.
Client Agreements
By executing a Service License Agreement for CMS Core, clients agree that:
- All license fees and annual maintenance fees for periods where services were provided are final and non-disputable
- The authorized signer's signature binds the organization to all payment obligations
- Software licenses and services are non-refundable once activated
- No disputes may be filed for services already rendered and used
- Outstanding balances are pursued in accordance with the SLA, and clients are liable for any legal and collection costs incurred
PandaDoc Documentation in Disputes
- PandaDoc audit trails will be provided as evidence in any dispute
- Time stamps showing document review duration refute claims of inadequate review
- IP address logs confirm the signer's location and device
- Email verification trails prove identity of the signing party
- Certificate of Completion is court-admissible evidence
Resolution Process
- All concerns must first be addressed with our support team
- Written documentation is required for all dispute claims
- Disputes are resolved in accordance with the terms of the executed SLA
- We reserve the right to pursue all legal remedies for fraudulent or bad-faith claims
Legal Compliance
Data Privacy
- All client data handled in accordance with our Privacy Policy
- CMS Core is on-premises — your data stays on your servers
- ITCS does not host or store your operational data
- Remote support sessions are scheduled and authorized by you
Support and Training
Support Model
- Support portal at support.itcasinosolutions.com for ticket submission and tracking
- Scheduled remote sessions for technical assistance
- On-site technician visits included with annual maintenance
- 24/7 emergency support for critical system issues
Training
- Initial on-site training included with deployment
- Refresher training sessions included with annual maintenance
- Training can be booked via our online scheduling system
- Remote training sessions available upon request
Questions?
Our support team is here to help. Visit our support portal to submit a ticket or call (888) 992-4827 for immediate assistance.
Last Updated: January 1, 2026