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:
For Residents - Homebase Access
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
Ensure 3rd party integration partners are paid: Brivo
Order and keep replacement locks onsite
Keep resident information up to date and accurate in Community Manager to ensure access for the resident. (If a resident contacts Homebase to gain access to the property or their assigned unit, Homebase will assume and grant access privileges to any resident in an active lease/stay in the Homebase Community Manager. Any resident not in an active lease/stay will not be granted access.)
Keep stock of key fobs or cards. Order here.
Keep stock of batteries
Change batteries annually
Keep 9 Volt batteries on hand for low battery lock “jumping”
Be knowledgeable of lock troubleshooting steps and solutions
Thermostats and Light Switches
Resident communication to prohibit factory reset and private network configuration.
Be aware of network connection requirements.
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