Customer Service Agreement

Add Tech provides this Customer Service Agreement to define our working relationship. The purpose is to increase efficiency, eliminate doubt and secure a productive and successful business relationship, before, during, and after installation.

The areas covered in this agreement are as follows:

• Assumptions
• 30-day Service Plan
• Scope of Work
• Other Billable Items
• Service Description and Responsibilities

Assumptions

Add Tech has made every attempt possible to provide an accurate estimate of hours and pricing on the services which have been requested. To ensure the highest level of service and satisfaction, all pricing is subject to onsite conditions. Pricing is subject to a possible review and may be changed based upon our technician’s experience with the Scope of Work.

Add Tech is only quoting the services as defined by the provided proposal; no other verbal or otherwise represented statements are applicable. Changes to the work requirements, hours of standard coverage, standard response times and responsibility for parts or parts shipping costs are outside the scope of the proposal and will require re-pricing.

All work to be performed weekdays during normal business hours 8:00 am – 8:00 pm by non-union labor unless otherwise noted; any union issues are not the responsibility of Add Tech. Additional charges will apply for after hours, weekends and holidays

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30-day Service Plan

Add Tech provides a 30-day Service Plan with all contracts for your convenience and satisfaction. This provides our clients with the assurance that the contracted scope of work will be completed. If a revisit is required to complete the contracted scope of work due to our technician, Add Tech will provide that revisit at our cost. Additionally, if the original Add Tech technician who was onsite is not available for the revisit, Add Tech will send a replacement technician for the revisit to complete the contracted scope of work. Add Tech recognizes that the systems installed are complex and unique to each customer and provides a 30 day window to tune the system to your specific needs and work out any undesirable issues. We reserve the right to withhold these services until complete payment has been made as per the contracted Scope of Work. Payment cannot be withheld from Add Tech for any of the following reasons:

• Camera re-aiming, re-tuning and re-focusing
• Online viewing customizations
• Eliminating inherent system flaws
• Manufacturer’s system failures
• Electrical malfunctions
• End user custom configurations
• System training
• Products not purchased through Add Tech, Inc.
• Systems, integration, and items, not installed or preformed by Add Tech, Inc.

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Scope of Work

Add Tech will provide an in-depth proposal which serves as the Scope of Work. Add Tech must receive a signed copy before ordering, staging or installing any equipment. Add Tech’s Scope of Work defines the services and products that will be paid for and rendered by Add Tech. Additional charges will apply to items or services not shown on your proposal. If you require any additional products or services not shown on your proposal please request a new proposal from your Add Tech sales representative.

Please make yourself aware of Other Billable Items and Add Tech’s Policies

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Other Billable Items

• Job Cancellation Trip Charge - $50 per hour of drive time and $.50 per mile. Job is unable to be completed at the agreed to and scheduled time due to any issue not caused by the technician. (i.e. location manager refuses installation, site prep not completed, etc)

  Installations may be rescheduled 24 hours in advance to avoid any additional charges.

• Delays - $85/hr Any delay outside the control of the technician. In order to avoid additional charges please instruct managers, employees and customers to allow our technicians to finish their tasks in a timely manner.

• Out of Scope - $85/hr Any items that need additional work, not listed on your proposal will require customer’s approval and will be charged a minimum of $85/hr.

• Device relocation - $50/hr Add Tech will make every effort to effectively place devices. See Device Placement. Once devices are placed and secured during the scheduled installation any request changing a device location will result in a $50/hr charge.

• On-Site Service Rate (Without maintenance contract) - $85/hr. Any work performed after Add Tech’s original 30-day Service Plan will be charged $85/hr. One hour minimum charge required. Travel charges may apply.

• Remote Service Rate (Without maintenance contract) - $65/hr. Includes phone, email, and remote support. Any work performed after Add Tech’s original 30-day Service Plan will be charged $65/hr. One half hour minimum charge required. Travel charges may apply.

• Additional Hardware Any items requested or provided not in the original quote or invoice will be billed separately at their standard rate. Additional charges will apply to items or services not shown on your proposal. If you require any additional products or services not shown on your proposal please request an additional proposal from your Add Tech sales representative. Shipping charges may apply.

• Remote Access Add Tech utilizes the latest secure technologies in order to save our customers frustration, system down time and billable hours. Remote access allows us to correct and resolve many issues without sending a technician onsite. When the issue cannot be corrected remotely and a technician is dispatched, remote access typically provides a strong diagnosis to limit the amount of billable hours onsite. Please have your IT department contact Add Tech to discuss the best possible Remote Access solution for your situation. ALLOWING REMOTE ACCESS WILL SAVE YOU MONEY.

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Service Description and Responsibilities

Customer:

• Responsible for providing sufficient power in the location(s) requested by Add Tech.
• Provide Add Tech with blue prints or drawings.
• Device Placement :
  Add Tech will make every effort to effectively place devices. This is accomplished by site surveys, drawings, viewing maps, proper lenses and years of experience. Customer is responsible for working with Add Tech to assure they have the desired device placement, viewing angle, clean look and functionality. Once devices are placed and secured during the scheduled installations and customer request changing device locations a $50/hr charge will apply. Add Tech must receive written notice of device location changes before the scheduled installation to avoid these charges. Please work with us during the preliminary stages to avoid any frustration and additional charges with device relocation.
  Please call or e-mail to learn more about proper device placement and our efforts to assist you in the process.

• Responsible for providing sufficient high speed internet connection (If needed)
• Responsible for providing Add Tech with necessary security access
• Responsible for providing Remote access to recording devices. See Other Billable Items – Remote Access.

Add Tech:

• Provide a quote with the best materials, product and services
• Provide a detailed analysis of customers needs and wants
• System design, engineering and integration
• Device placement map and camera overlays when needed or requested
• Account and Project management
• Pre scheduled site surveys
• Collect proper signature on proposal
• Collect payment as per terms on proposal
• Pre scheduled installations
• Provide the necessary tools and equipment to complete the Scope of Work.
• Complete quoted Scope of Work
• Verify that the customer is satisfied before leaving site
• Provide 30-day Service Plan
• Service and maintain systems as requested by customer
• Payment Options

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Proposal valid for thirty (30) days from receipt. See Payment Options for payment terms. Individual cost(s) are dependent on entire bid ordered. Additional charges may apply.

A signed proposal denotes acceptance of Add Tech's terms and conditions.

Warranty

Add Tech Inc. (hereinafter referred to as Add Tech) warrants to the original purchaser that the installed system will be free from defects in materials and workmanship for a period of one (1) year from the date of invoice. This warranty only applies to installation services rendered by Add Tech Technicians.

Certain manufacturers offer their own warranties and you are entitled to the benefits of these warranties, including free replacement of equipment. Computer peripherals are also covered under their respective manufacturer’s warranties. Please contact Add Tech for manufacturer’s warranty information. (support@addtech.us/877-849-1469)

This warranty is a limited warranty. As a convenience to our customers Add Tech will fulfill, honor, and pass through the warranties of all manufacturers, Add Tech reserves the right to bill customers for technician’s time when troubleshooting, servicing, configuring, wiring, programming, re-programming, tuning, removing, packaging, shipping and replacing equipment; these hours are billable at $85/hr.

Some problems or defects may require Customer to reformat or replace a Hard Disk Drive. Under such circumstances all data on the disk drive may be lost. Customer is solely responsible for the security of data. Add Tech shall not be liable for the loss or destruction of data or media resulting from a defect in materials or workmanship covered by this Warranty. Add Tech strongly advises Customer to implement and maintain a daily routine to backup data to minimize the loss of data in the event of Equipment failure. Customers that intend to keep a failed Hard Disk Drive to attempt data recovery or protect/secure the data must make arrangements to purchase a replacement Hard Disk Drive. Add Tech will not accept the failed Hard Disk Drive after the service incident has closed.

ADD TECH IS NOT LIABLE AND SPECIFICALLY DISCLAIMS ANY DIRECT, INDIRECT, SPECIAL, EXEMPLARY, PUNITIVE, CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS OR LOSS OF BUSINESS OR DOWN TIME, YOUR TIME, THE CLAIMS OF THIRD PARTIES OR INJURY TO PROPERTY, REGARDLESS OF THE NATURE OF THE CLAIM, EVEN IF ADD TECH HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. USER UNDERSTANDS AND AGREES THAT ADD TECH IS NOT RESPONDSIBLE FOR LOSS, DESTRUCTION OR DAMAGE TO STRUCTURE, DÉCOR, FURNISHINGS, EQUIPMENT, SOFTWARE AND/OR DATA. YOUR SOLE REMEDY AGAINST ADD TECH IS LIMITED TO THE COST OF REPLACING THE DEFECTIVE EQUIPMENT AND/OR TO SEEK RECOVERY OF THE AMOUNTS YOU HAVE PAID FOR THIS WARRANTY.

This warranty will be void if, in the sole opinion of Add Tech, the product has been damaged by accident, misuse, misapplication, lack of proper maintenance or act of God/Nature.

Hardware additions, software not pre-installed by Add Tech, upgrades, modifications, or configuration changes done by the Customer are not covered by this warranty.

EXCEPT FOR THE WARRANTIES SET FORTH HEREIN, ADD TECH DISCLAIMS ALL OTHER WARRANTIES EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. ANY IMPLIED WARRANTIES THAT MAY BE IMPOSED BY APPLICABLE LAW ARE LIMITED TO THE DURATION OF THIS LIMITED WARRANTY.

This warranty gives you specific legal rights which may vary from state to state.

Payment Options

Make a Payment

Add Tech Inc. Secure Credit Card Form

Advantage Service Program

This program is based on your specific system and the level of service that you request. If you are interested in an Advantage Program, please contact your Add Tech sales representative.

Add Tech, Inc.
8685 Franklin Dr.
Eagle Mountain, UT 84005
Sales@addtech.us
www.addtech.us
O/F 877-849-1469