Homebase Support and Service Agreement

This addendum is included in all Homebase Contracts. It provides training resources, notes on operating and maintaining the Homebase software/hardware, service fee and warranty information.

For additional information or to schedule a training session with our support team please contact support@homebase.ai.

Updated Training Resources:

Ongoing Obligations:

Homebase

Software

  • Maintain system and support for ongoing use of Community Manager, Mobile Manager and integrated platforms.

Access:

  • Ensure optimal software performance standards and uptime.
  • Provide support for any software related performance failures.
  • Provide training materials and resident education materials.
  • Facilitate the replacement of any warrantied equipment.

Thermostats and Light Switches:

  • Ensure optimal software performance standards and uptime.
  • Provide support for any software related performance failures.
  • Provide training materials and resident education materials.
  • Facilitate the replacement of any warrantied equipment.

Wifi:

  • Ensure optimal software performance standards and uptime.
  • Monitor network performance
  • Coordinate with ISP and equipment manufacturers in case of network failure
  • Provide staff and resident education materials.
  • Facilitate the replacement of any warrantied equipment.

Ongoing Obligations:

Property

Software

  • Maintain valid credit card or ACH payment method on file in Stripe.com for schedule payment draws.

Access

Thermostats and Light Switches

Wifi

  • Keep equipment and equipment area clean and clear of pests, extreme weather, tampering or other damage.
  • Pay ISP bills in a timely manner to ensure continued service.
  • Report any damaged, broken, stolen or otherwise inactive network equipment.

Support

Contacting Support

For fastest reply times contact Homebase support from within the Community Manager or Mobile Manager as outlined here: How do I contact Homebase for support?

Or email support@homebase.ai for replies within 24 hours.

Access

  • 24/7 in-app support for residents
  • Truck roll to address any warrantied lock malfunction (excludes lock malfunction due to battery age, quality or condition.)
  • Replacement of locks within 4 to 6 weeks for any warrantied malfunction

Thermostats and Light Switches

  • 24/7 in-app support for residents
  • Truck roll to address any warrantied malfunction
  • Replacement within 4 to 6 weeks or any warrantied malfunction

Wifi

  • 24/7 in-app support for residents
  • Truck roll to address any warrantied network equipment failure
  • Replacement of any warrantied network equipment within 4 to 6 weeks

Pricing

Any non-warrantied service call is subject to the following rates.

Regular

Overtime

Double Time

$150.00

$225.00

$300.00

  • Regular time labor will consist of time worked Monday through Friday, 7:00Am through 3:30 PM-(Excluding Holidays). Start time may vary by one hour.
  • Overtime will be considered as the first (4) hours worked after a Regular time day and the first (10) hours worked on a non-holiday Saturday.
  • Double Time will be considered as all other time worked.
  • Any State Remodel Labor Tax is excluded from our hourly rate.
  • After hours Service Calls require a two hour minimum charge
  • Time begins upon dispatch of Technician
  • Upon completion of the service call you will be charged according to the above rates and terms.

Warranty Information

Honeywell Thermostat: Full Link Here

Ecobee Thermostat: Full Link here

Schlage Lock: Full Link Here

Wifi Equipment

  • Aruba: Access Point Warranty Link here
  • Arista: Warranty detailed in the attached Arista warranty guide (1 Year) Link here
  • Watchguard Firewalls: Warranty detailed in the attached Watchguard product guide (1 Year)
  • Ubiquiti Networks Switches: 1 year warranty Link Here
  • TrippLite: 2 years standard Warranty – 3rd year with product registration. Link Here

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