Aftercare Terms and Conditions

What does the MBL aftercare plan cover?

‘Annual Service/Maintenance Visit’

During these visits the engineer will check the function of the system and update software or firmware, if appropriate, in existing equipment. Any faults will be reported to you and if necessary, a return visit will be scheduled. You should allow around 4 hours for the engineer’s visit.

‘Guaranteed on-site response’

A site visit will be scheduled for critical faults within the time frame of your chosen package (excludes bank holidays and weekends). Reasonable access to the property during normal working hours (see below for definitions) must be granted.

Critical faults are those service issues that impair fundamental and essential functions of control and lighting systems including:

• Control Processor Failure

• Lighting Processor Failure

• UPS Failure

• Internet Router Failure (not including line faults or issues with your ISP)

• Wireless Network Failure

Please note that the service contract covers time only and not parts. Where a product installed by MBL has an extended warranty then MBL will arrange for the product to be replaced or repaired subject to the terms of the manufacturer’s warranty. Where products or parts supplied by MBL are out of warranty, MBL will provide a written quote for replacement of the product or part including your package discount where relevant. Removal and installing of the replacement item and any reprogramming required to restore the system to the original functionality will be covered by the service contract.

What is excluded from the MBL aftercare plans?

MBL aftercare does not cover the following:

• Damage to components caused by anything other than defects in materials or workmanship.

• Damage or defects caused by abnormal or unreasonable use, including unauthorised system modifications, repairs and alterations by a person or party other than MBL

• Damage or defects resulting from acts of nature such as fire, lightning strikes or floods. It is the responsibility of the owner to ensure that adequate insurance cover is in place.

• Damage or defects resulting from accidents, misuse, abuse, or neglect.

• Any products where the serial number has been removed, defaced, or modified.

• Programming changes to the system or remote controls beyond 90 days after substantial completion of the original installation.

• Any equipment not supplied by MBL. Please note that this includes Sky and cable TV boxes.

• Any services not supplied by MBL including Sky, cable, telephone lines and ADSL/broadband.

An engineer may not be able to rectify the fault on the first visit, as some components may need to be sent back to the manufacturer for repair. The repair time varies from manufacturer to manufacturer, we will advise you of the likely repair time once the equipment has been returned to the manufacturer.

Warranties on Supplied Electronics

The electronics supplied by MBL are subject to independent manufacturer’s warranties. The terms and conditions of these warranties are set by the manufacturer and can be found alongside the operating manuals for the equipment and the Warranty Statement issued by MBL. All warranty periods for electronics start from the date of the proof of purchase.

Equipment Upgrades

Discounts on equipment upgrades applies only to components of your main control system (ie Control4 or Crestron etc). Discounts do not apply to 3rd-party source equipment; or for adding new functionality or zones to an existing system.

Owner- or Third-Party-Supplied Electronics

Electronics supplied by yourselves or items supplied by third parties (such as Sky satellite receivers or Cable TV receivers and BT-supplied routers or modems) are not covered by the MBL service contract. Should a fault develop with the system which is traced to one of these items we reserve the right to charge for the time required to rectify the problem.

Costs and payment terms

All MBL aftercare plans are payable monthly in advance by direct debit.

If you decide not to take advantage of a MBL aftercare plan, ad hoc support will be offered which is chargeable on a per-incident basis at our standard rates shown above. On-site visits incur a minimum charge of two (2) hours.

Cancellations

If a service contract is cancelled by you it cannot be resumed at a later date without the written permission of a Director of MBL

The minimum term of a MBL aftercare plan contract is 12 months with a 30 day cancellation period.

MBL reserves the right to terminate the service contract at any time and for any reason. You will be given a 30 days written notice of the date of termination. Any monies paid by you will be returned on a pro-rata basis.

Existing Service Contracts

Any customers who have service contracts in place already will still have their agreed contract in place until expiration. Customers who choose not to then take advantage of a MBL aftercare plan will be charged standard rates for remote and on-site support starting at a minimum of a half hour charge.

Normal Office Hours

08:00 – 17:00 hours Monday to Friday excluding UK Public Holidays.