HOSTED HOME SERVICE TERMS AND CONDITIONS
15.1. Services Provided: Upon selection by the Buyer, the following will be provided (if applicable) and billed separately as part of an overall monthly invoice.
| Service Level | Included Services |
|---|---|
| Tier 1 (Silver) | Monitoring; Technical Support |
| Tier 2 (Gold) | Monitoring; Technical Support; On-Site Visits |
| Tier 3 (Platinum) | Monitoring; Technical Support; On-Site Visits; Equipment Replacement |
15.1.1. Covered Monitoring: Company will monitor the Buyer’s home network installed by Company and other covered equipment as defined in 15.1.4 for connectivity, speed, and security threats. Company will remotely troubleshoot any problems. Company will not monitor or be responsible for any changes made by the Buyer to the Company installed home network and other covered equipment. Company reserves the right to decline to monitor or separately bill for any monitoring related to changes made by the Buyer to the Company installed home network and other covered equipment.
15.1.2. Covered Technical Support: Company will offer technical support via phone, email, or live chat-text for any network or other covered equipment related issues from 9am – 7pm Eastern Time. Company reserves the right to decline to provide or separately bill for any technical support related to changes made by the Buyer to the Company installed home network and other covered equipment.
15.1.3. Covered On-Site Visits: Company will offer up to three (3) on-site visits per month by qualified technicians when remote troubleshooting is insufficient. On-site visits will be scheduled within twenty-four (24) hours of a request. Any covered on-site visits beyond three (3) in any month or any on-site visits beyond the scope of the Hosted Home services will be charged in addition, billed and due upon receipt. Company reserves the right to decline to provide on-site visits or separately bill for any on-site visits related to (1) changes made by the Buyer to the Company installed home network and other covered equipment, or (2) non-covered equipment.
15.1.4. Covered Equipment Replacement: Company will replace faulty networking equipment that Company installed (such as routers and other network and security related devices) as needed. Company will replace faulty audio equipment that Company installed (such as amps and speakers). Company will replace other covered equipment (such as door locks) specified in the Hosted Home Service Agreement. Replacement equipment will be of equal or superior quality. Any non-covered equipment replacement will be charged in addition, billed and due upon receipt. Company reserves the right to decline to replace any non-covered equipment. Company also reserves the right to decline to replace any covered equipment where 1) Company determines that Buyer’s actions or Act of God caused the damage, or 2) covered equipment was purchased more than 3 months prior to Buyer subscribing to the Hosted Home Service.
15.2. Hosted Home Service Term and Termination
15.2.1. Term: The Hosted Home Service Term will begin on the date the contract is signed and will continue for a period of twelve (12) months. The Hosted Home Service will automatically renew every twelve (12) months unless terminated as defined in 15.2.2.
15.2.2. Termination: Either party may terminate the Hosted Home Service contract with thirty (30) days’ written notice to the other Party. In the event of termination, any fees already paid for unused service periods will be refunded.
15.3. Hosted Home Service Payment
15.3.1 Fees: Buyer agrees to pay Company the monthly fee as outlined in the contract or order for the selected Hosted Home services provided under this contract.
15.3.2. Due Date: Payment is due upon receipt of the monthly invoice.
15.3.3. Late Fees: A late fee of two (2) percent may be charged if payment is not received within ten (10) days of the due date. Late fees of two (2) percent will continue to be charged every 10 days until payment is received.
15.4 Hosted Home Service Responsibilities
15.4.1 Company: Company will maintain and monitor the home network and other covered equipment, perform necessary maintenance, and provide technical support and on-site visits as needed based on the service level tier selected by Buyer.
15.4.2. Buyer: Buyer will provide access to the home, home network and any necessary equipment for Company to perform its services.
15.5 Hosted Home Service Liability: Any liability for any claims arising out of or in connection with the Hosted Home Service is limited to the Hosted Home Service fees paid by Buyer to Company in the past one (1) month.