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.
  • Provide initial and ongoing training materials.

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.

Resident Support:

  • Provide in-app live chat support channel.
  • Provide education and notifications regarding Homebase app features and performance updates.
  • Coordinate with property staff before scheduling any onsite, in-unit work with residents.

Ongoing Obligations: Property

Software

  • Maintain valid credit card or ACH payment method on file in Stripe.com for schedule payment draws.
  • Complete initial and ongoing training requirements.

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.

Resident Support:

  • Direct residents to in-app live chat support channel for device troubleshooting.
  • Distribute Homebase educational materials provided by Homebase.
  • Notify residents in advance of Homebase installation and/or in unit repairs.

Support

Contacting Support

Homebase offers a dedicated Live Chat Support Channel that can be accessed from within the Community Manager and Mobile Manager.

For more information see: How do I contact Homebase for support?

Email support@homebase.ai for replies within 24 hours.

Schedule a video chat or call by emailing us at support@homebase.ai

In order to ensure all customers can be assisted in a timely manner by our full support team we are not able to provide phone or text support.

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 $150.00

Overtime $225.00

Double Time $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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