Smart Home System – Details and Disclaimers

Smart Home System 

 

General Information

The Smart Home System includes the ITS Fiber provided equipment for Internet and setting up a Wi-Fi network, maintenance and repair of the ITS Fiber provided equipment, remote tech support for all subscribed services, and free technician service calls to customer premise to diagnose phone (voice), Internet or Wi-Fi issues when issue can’t be resolved remotely. Specific details concerning equipment, support and repair are below. The support features in this system are only available for customers with an ITS provided GigaCenter ONT (optical network terminal) and GigaSpire wireless router/hub. 

GigaCenter ONT and GigaSpire Router Equipment

The equipment included in the Smart Home System is: (1) the GigaCenter ONT (optical network terminal) and (2) the GigaSpire wireless router and hub. During the time that a customer is a Smart Home System subscriber, ITS will replace or repair faulty GigaCenter or GigaSpire units at no cost to the customer should such equipment malfunction as a result of a manufacturer defect. The free ITS equipment replacement does not cover damage to a GigaCenter ONT or GigaSpire wireless router resulting from accidents, acts of God, alteration, misuse, tampering or abuse, failure of the customer to properly follow operation instructions provided at the time of installation or at a later date, and issues due to interruption of commercial electric power. The support does not include labor or material costs for repairs to customer-owned wireless devices, computers or any other customer-owned devices or equipment. Service calls or repairs for any other issues than related to faulty ITS provided equipment will be charged at ITS standard rates existing at the time of the call. Technician service calls after normal business hours, if available, will be charged for at current after-hours rates.

Internet and Wi-Fi Technical Support Services Included

Subscription to the Smart Home System includes remote troubleshooting, remote assistance connecting a customer’s wireless devices to ITS Broadband services, remote assistance to optimize the performance of a customer’s in-home wireless network (at resident’s main service location*), and if remote support cannot solve the problem - free technician service calls to customer premise to diagnose Internet, Wi-Fi or voice issues. Technician service calls to customer premise supported in this subscription must be made during normal business hours (currently 8 AM to 5 PM, Monday - Friday). Technician service calls after normal business hours, if available, will be charged for at current after-hours rates. 

Service calls made to customer premise for issues other than related to ITS Fiber subscribed services or equipment will be charged at ITS standard rates existing at the time of the call. The Smart Home System subscription must be purchased prior to receiving free service call by ITS technician. Other restrictions may apply.
*Support covers assistance for the subscribing customer only and only for a customer’s main residence/address. Support to additional residences, buildings on property, etc. may incur additional fees.

Internet and Phone Wire Support and Repair

A subscription to the Smart Home System also includes “inside wire” support for Internet and phone wiring. This includes only the wiring inside customer residence for phone and/or Internet service. “Inside Wire” is defined as: “All wiring in the home used for phone or Internet service beyond the ITS Fiber Optical Network Terminal (ONT) that operates the telecom services.”

This does not include installation of wire lines in an attic or within a wall and/or repair of customer-owned phone, Internet or computer equipment. In-attic or in-wall wire replacements are available for an additional fee. Condition of inside phone and Internet wiring at customer’s location is subject to approval prior to customer receiving this wire coverage. Free technician service call to diagnose a wiring issue must be made during normal business hours currently 8 AM to 5 PM, Monday - Friday. Technician service calls after normal business hours, if available, will be charged for at current after-hours rates.