Last updated 19 May 2025

These Support Terms and Conditions (“Support Terms“) govern the support services provided by Mako Networks, Inc. (“Mako“) to its customers in connection with Mako Services and Mako Equipment. These Support Terms supplement and are incorporated by reference into the Services Agreement between Mako and Customer. In the event of any conflict between these Support Terms and the Services Agreement, the terms of the Services Agreement shall control unless explicitly stated otherwise. These Support Terms outline the scope, limitations, and conditions under which support services will be provided.

Mako will provide Customer with the following support services as part of the monthly fee for Mako Services:

• 24×7 access to Mako’s technical support team via email at support@makonetworks.com or by phone at +1 855 268 9310.
• Remote support and diagnostics, troubleshooting, and problem resolution related to Mako Services and Mako Equipment.
• Software maintenance updates, patches, and fixes associated with Mako Services and Mako Equipment.
• If applicable, repair or replacement of defective Mako Equipment, subject to Mako’s warranty policy at https://makonetworks.com/legal/warranty-terms. Mako will assist Customer with remotely setting up or installing the replacement Mako Equipment.

Exclusions

Mako shall have no obligation to provide Support Services under the Services Agreement or the Support Terms in any of the following circumstances:

• Issues caused by Customer’s use of Mako Services or Mako Equipment in a manner inconsistent with Mako’s instructions or documentation on https://makonetworks.com and https://docs.makonetworks.com, or for any purpose not expressly permitted by the Services Agreement.
• Problems resulting from unauthorized modifications, alterations, or repairs to Mako Services or Mako Equipment by Customer or any related third party.
• Failures or defects in Mako Services or Mako Equipment caused by Customer’s negligence, abuse, misuse, misapplication, accidental damage, fire, flood, or other hazards.
• Issues arising from Customer’s use of Mako Services or Mako Equipment in combination with hardware, software, or services not provided or approved by Mako, or in a manner not recommended or specified by Mako.
• Problems caused by third-party devices, software, services, or infrastructure, such as Customer’s network, Internet service provider, or wireless carrier.
• Support for any Mako Equipment that has reached end-of-life or end-of-support status, as determined by Mako in its sole discretion.
• Assistance with tasks that are the responsibility of Customer under the Services Agreement, such as maintaining proper security policies, managing user access and permissions, and protecting sensitive data.
• Any on-site activities, such as on-site parts replacement, on-site fault resolution, or the presence of field technicians at Customer’s premises for any reason.
• Reprogramming of Mako Equipment or Mako Services due to factors outside of Mako’s control, including but not limited to: Customer’s change of brand affiliation, change of point-of-sale systems, provision of incorrect information to Mako, transferring a site, or other Customer-initiated changes requiring reconfiguration of Mako Equipment or Mako Services.
• Support or troubleshooting for any issues that Mako, in its reasonable discretion, determines to be outside the scope of the support services contemplated by these Support Terms and the Services Agreement.

Mako reserves the right to charge Customer additional fees at Mako’s current rate of $175 USD per hour for any support services requested by Customer that are not expressly included in these Support Terms. Customer shall be responsible for any costs incurred by Mako in providing such additional support services.

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;

“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.