Equipment Monitoring Plan

The Equipment Monitoring Plan (the “Plan”) covers the network equipment listed on your order at one location (“Covered Equipment”), up to 10 devices. Each device over 10 is added to the Plan for $20 per device per year.

The Plan includes: checking that Covered Equipment is online and reachable; remote diagnostics; remote support for Covered Equipment within fair use; access to our automated phone agent; help with manufacturer warranty claims; and one free hour of on-site service per plan year.

“Monitoring” in the Plan means checking the status and health of network equipment only. It never means watching, reviewing or recording video, audio or images.

Anything not listed above is outside the Plan and billed separately, including parts, hardware, installs, moves, redesigns, projects, software, end-user computers and devices, and work caused by damage or by changes made by someone other than BITS.

BITS does not monitor your cameras. We do not watch live video, review or search recordings, look for intruders or events, or receive or respond to camera or motion alerts.

If a camera system or video recorder is Covered Equipment, our only role is to check that it is powered, online and reachable on your network, and to help fix it when it is not. We do not check that it is recording, aimed correctly, storing footage, or capturing usable images.

We will not access, view or download your video unless you ask us to in writing for a specific repair, and then only as far as that repair needs.

The Plan is not a security service, alarm service, alarm monitoring service or central station service. BITS is not a security company and does not provide guard, patrol or alarm response.

We do not provide emergency response. We do not contact police, fire, ambulance or any other emergency service for you, and we do not respond to break-ins, fires, floods or other emergencies. In an emergency, call 911.

A device-offline alert from our monitoring is a maintenance notice only. It is not a warning of a crime, intrusion or danger, and you should not rely on it as one.

Our monitoring may miss outages, report them late, or report problems that are not real. Monitoring runs on internet connections, power and third-party systems that can fail.

You are responsible for:

• Watching, reviewing, storing, backing up and exporting your own camera footage, and keeping it as long as you need it.
• Contacting police, fire, insurers or others about any incident, and handing over footage to them yourself.
• Following the laws that apply to your cameras and recordings, including notice signs, privacy rules, and consent rules for recording audio.
• Keeping your passwords private, changing default passwords, and telling us promptly if you think an account has been compromised.
• Keeping power, internet service and a safe, dry place for Covered Equipment, and giving us reasonable access to your site.
• Telling us before you or anyone else changes, moves or adds equipment on your network.
• Paying your internet carrier and other providers directly.

Support runs Monday to Friday, 8:00 am to 5:00 pm Eastern, except holidays, with the response targets published in our Terms of Service. Response times are targets, not guarantees.

One free hour of on-site service is included each plan year. It covers the first hour of one technician visit, including travel within 50 miles of Bar Mills, Maine. Unused time does not roll over and has no cash value.

After the free hour, on-site time is billed at $150 per hour in 15-minute increments. Visits beyond 50 miles may carry a trip fee, which we quote before dispatch. Parts and hardware are billed separately.

We will tell you before a visit whether it uses your free hour and what any extra time will cost. We book a billable visit only after you agree.

Remote support is subject to fair use. If requests go well beyond normal upkeep of Covered Equipment, we may quote the extra work at our hourly rate before doing it.

Our AI phone line, (207) 819-8228, is answered by an automated, AI-powered agent, not a person. Calls may be recorded and transcribed for support and quality, as described in our Terms of Service. By staying on the line, you consent to this.

The agent can give basic troubleshooting steps, change Wi-Fi network names, open support tickets and book technician visits. It may make mistakes. Follow its steps only if you are comfortable doing so, and you can reach a person during business hours at (207) 819-8229.

The agent books an on-site visit only after telling you whether it uses your free hour or will be billed, and getting your yes. A visit you confirm with the agent is binding as if you booked it with a person.

Do not use the phone agent to report an emergency. Call 911.

You authorize BITS to remotely access Covered Equipment to monitor, diagnose, update and repair it.

We collect only what we need to run the Plan, such as device status, settings, logs, contact details and support records. We do not sell your information. See our Privacy Policy.

We may use trusted third-party tools to run monitoring, support tickets and the phone agent. Those providers handle data under their own terms.

You may withdraw remote access at any time by telling us in writing. We may then be unable to provide the Plan, and fees already paid are not refunded except as stated under Billing.

Internet service is provided by your carrier under your own agreement with them. BITS does not control and is not responsible for carrier outages, speeds, billing or support.

Equipment is made by third parties. Any equipment warranty comes from its manufacturer, not BITS. We will help you file warranty claims, but approval is up to the manufacturer.

BITS is not responsible for failures, security flaws or discontinued support in third-party equipment, firmware, software or cloud services.

The Plan costs $199 per year per location for up to 10 devices, plus $20 per year for each additional device, paid in advance. Devices added during the plan year are charged a prorated amount for the rest of that year.

The Plan renews automatically each year at the then-current price, charged to your payment method on file, unless you cancel before the renewal date. We will email you a reminder at least 30 days before renewal, and give at least 30 days’ notice of any price change.

You may cancel at any time by email to [email protected] or by phone at (207) 819-8229. Cancellation stops the next renewal; the Plan stays active until the end of the paid year.

You may get a full refund within 30 days of signup if no on-site visit has been booked. After that, fees are not refundable.

If a payment is 15 days late, we may pause the Plan until it is paid. Hourly work and parts are due on receipt of invoice.

BITS may end the Plan with 30 days’ written notice and refund the unused portion of the year, or immediately if you breach these terms.

To the extent the law allows, the Plan is provided “as is” and “as available.” BITS makes no warranties beyond those written in these terms, including any implied warranty of merchantability, fitness for a particular purpose, or uninterrupted or error-free service.

BITS does not warrant that the Plan will prevent outages, data loss, theft, intrusion, property damage or injury.

To the extent the law allows, BITS is not liable for indirect, incidental, special or consequential damages, including lost profits, lost revenue, lost data, lost or missing footage, business interruption, theft, property damage or personal injury from crimes or events the Plan does not cover.

To the extent the law allows, BITS’s total liability for any claim related to the Plan is limited to the fees you paid for the Plan in the 12 months before the claim.

BITS is not an insurer. You are responsible for carrying your own property, liability and business insurance.

You agree to indemnify BITS against claims by third parties arising from your cameras, recordings, footage, or use of your network.

These terms are governed by the laws of the State of Maine. The state and federal courts located in Maine have exclusive jurisdiction over any dispute.

We may update these terms with 30 days’ notice. Changes apply from your next renewal unless you agree sooner. If any part of these terms is found unenforceable, the rest stays in effect.

These terms, with your order and our general Terms of Service, are the whole agreement for the Plan and replace any earlier promises about it.

Questions: Business IT Solutions, PO Box 656, Bar Mills, ME 04004 · (207) 819-8229 · [email protected]