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These terms (“Installation Terms“) set forth the conditions, requirements, and procedures for installation of Mako Systems provided by Mako Networks, Inc. (“Mako“). The Installation Terms are incorporated by reference into the Services Agreement between Mako and Customer. In the event of any conflict, the Services Agreement shall control unless explicitly stated otherwise.
Installation Options
Customer may choose between two installation options on a per-site basis:
- “Self-Installation” is an installation where the Customer or a Customer-provided qualified partner performs the physical installation of the Mako Equipment, while configuration is performed remotely by Mako. The Self-Installation option includes pre-configuration of the Mako Equipment by Mako prior to shipping based on the information provided in the Pre-Installation Questionnaire, device activation, cellular setup, and remote installation support for up to 1 hour per installation.
- “Professional Installation” is an installation where a Mako technician or Mako-authorized and sourced third party performs the physical installation and configuration of the Mako Equipment at the Customer’s site. Professional Installation includes up to 2 hours of on-site labor.
Pre-Installation Requirements
Prior to installation, Mako may provide Customer with a questionnaire asking Customer to identify Customer’s Internet access provider, physical access requirements, and existing internet-connected network equipment, among other site-readiness information required to determine if Customer’s site is ready for installation (the “Pre-Installation Questionnaire“). Customer shall complete and submit the Pre-Installation Questionnaire to Mako prior to the installation date. Failure to complete and submit the Pre-Installation Questionnaire may result in delays or additional charges, for which Mako shall not be liable. Customer shall be responsible for any additional costs incurred by Mako due to inaccurate or incomplete information provided by Customer in the Pre-Installation Questionnaire.
Unrestricted Broadband Access
Before installation, Customer must ensure an Internet connection exists between the Mako Equipment and the public Internet with no traffic shaping, content filtering, or bandwidth restrictions (“Unrestricted Broadband Access“). Customer is responsible for all costs related to their broadband provider and ensuring the Unrestricted Broadband Access meets all requirements below, including compatibility for optimal performance. Mako bears no liability for failures resulting from inadequate Unrestricted Broadband Access or Customer’s choice of third-party provider. When Mako Equipment is installed behind another router/modem, these technical specifications apply:
- The site router/modem must provide an RJ45 100Mbps or 1Gbps Full Duplex Ethernet interface configured for auto-negotiate mode;
- The site router/modem must use DHCP for IP allocation to the Mako Equipment;
- The IP Network provided must be IPv4 (Internet Protocol version 4); and
- The minimum ISP requirements for Mako Services are 1.5 Mbps download and 384 kbps upload speeds.
Installation Time
The time commitments for Self-Installation (1 hour remote) and Professional Installation (2 hours on-site) constitute the “Standard Installation Period.” Any installation services exceeding the Standard Installation Period will incur additional charges (“Non-Standard Work Charge“) of $175 USD per hour or part thereof.
Installation Surcharges
If Mako is unable to perform an installation for any of the following reasons: (1) a Pre-Installation Questionnaire has not been accurately completed and received by Mako prior to the installation, and/or (2) Unrestricted Broadband Access of adequate quality is not available at the time of installation, (3) anything required for Order Finalization (defined below) is not completed or is still out of scope when the installer arrives, and/or (4) Customer has refused to either permit the installer necessary access to Customer’s premises to conduct the installation or refused scheduled delivery of any required hardware component required for the installation, a rescheduling fee of $250 USD will apply and the installation will be rescheduled (“Rescheduling Fee“). Mako reserves the right to charge the Non-Standard Work Charge without prior quote or authorization from Customer if the installation exceeds the Standard Installation Period due to reasons attributable to Customer.
Out of Scope
The following “out of scope” services are not included in the standard installation services and fees: Non-standard installation templates, additional devices outside the original scope, running of any cabling at the site, or anything outside the approved installation statement of work.
Acceptance
Acceptance will be deemed to have occurred when the Mako Equipment is successfully installed and connected to the Mako Central Management System (CMS) from Customer’s designated installation site. Mako reserves the right to deem the Mako Equipment accepted upon successful installation and connection to the CMS, regardless of whether Customer has confirmed or signed off on the connection.
Third-Party Broadband
Customer shall be responsible for all costs and obligations related to Customer’s selected broadband provider for the acquisition and continued use of Unrestricted Broadband Access. This includes ensuring compatibility and adherence to Mako’s required specifications for optimal performance of the Mako Equipment and Mako Services. Mako shall have no liability for any failure or degradation of the Mako Services resulting from Customer’s use of a third-party broadband provider.
Definitions
“Customer” means the person or other legal entity using Mako Services or Mako Equipment, being a person or other legal entity contractually engaged by Mako.
“Mako Equipment” means the hardware device (or devices) supplied to Customer by Mako that enables Customer to access the Mako Services, including any software installed on such devices.
“Mako Services” means the network, applications, reporting, support, or other services Customer has requested to use under license from Mako and which Mako agrees to supply via Mako Equipment and any other means Mako makes available to enable the provision of those services to Customer.
“Order Finalization” means that (a) Mako acknowledges Customer’s order for Mako Services at a site, (b) any due upfront payments have been received from Customer, (c) all contractual obligations of the signup process have been completed, including completion of the Pre-Installation Questionnaire and any required remediation, (d) the site has been deemed ready for installation of Mako Equipment, and (e) an order date has been accepted by Customer.
“Services Agreement” means any agreement between Mako and Customer governing the provision of Mako Services, including but not limited to service orders, statements of work, or other written agreements.
If you have any questions about these policies, please contact legal@makonetworks.com.