Provision of the Services; Fees
Services are made available per this Agreement during your relationship and per applicable laws. The company reserves the right to accept management of new systems as described. This Agreement does not cover projects outside the scope of day-to-day services, requiring separate agreements.
The Information You Need
There is no fee for cancelling membership. Memberships are month-to-month and cancellable anytime. No refunds for unused portions of a month. All Advanced Support work is billable.
Hourly Rates
Business hours: 9a–5p Mon–Fri
- Regular Business hour rate: $225
- Preferred Business hour rate: $180
- Regular After-hours rate: $440
- Preferred After-hours rate: $350
Minimum 1 hour charge for on-site visits, billed in 15-minute increments after. Travel charges may apply. Advanced remote support billed in 15-minute increments.
Membership Tiers
Support for Non-Members
9–5, M–F in-home support only. No remote support. All Advanced Support time billable at hourly rates above. Support bandwidth prioritized for members.
Essentials+ Membership
24/7 Basic Support with 60-minute response time. 9–5 M–F Advanced Support, no weekends or holidays.
Priority Membership
All Essentials+ benefits, plus 24/7 Basic Support with 30-minute response time. Priority Advanced Support 7 days/week and holidays. 1-hour response from Advanced Support 9a–10p.
Proactive Membership
All Priority benefits, plus proactive technology monitoring.
Signature Membership
All Proactive benefits, plus 24/7 Basic Support with 10-minute response time. 30-minute response from Advanced Support 9a–10p.
How to Contact Support
- Support Phone: (323) 250-3430 x 1
- Support Email: support@ptech.la
- Membership Inquiries: membership@ptech.la
- Business Address: 1607 Chestnut Street, Alhambra, CA 91803
General Support Terms
Support Event: Created when an end-user requests support by phone or email, or when the company discovers problems during issue resolution or system monitoring.
Time Zone: All times are local to headquarters unless otherwise specified.
SLA: Service-level agreement between you and your integrator stipulating services furnished and performance standards including pricing, response time, and deliverables.
Business Hours Support:9–5, M–F. Remote and on-site access for members; on-site only for non-members.
After-Hours: 24/7 guarantee that Basic Support is available and responds within timeframes specified in your membership SLA.
Basic Triage: Actions by Basic Support including asking questions to understand issues, collecting background information, and positioning support options.
Basic Support: Remote issue exploration, documentation, troubleshooting initiation. Includes guidance to resolve issues, device rebooting, and workarounds.
Advanced Triage: Actions after Basic Support escalation, including acknowledging issues, communicating next-steps, and documenting additional information.
Advanced Support: Actions by Advanced Support team resolving support events through advanced troubleshooting, remote diagnostics, quick-fixes, remote programming, or scheduling on-site visits.
Proactive Monitoring: Remote Systems Monitoring tool use to monitor system health and status. SLA is 30-minute response time for events between 6am and 10pm.
Urgency Levels
Normal: Default incident level. SLA is same business day or next business day by 12pm local time for events escalated after 3pm.
Urgent: Must be requested for Urgent SLA response times. Events marked Urgent escalate to Advanced Support per membership SLA.
Life-Safety:Any incident where resident safety is at-risk. Determination is at Basic Support tech’s discretion. Examples include non-functioning lights or non-functioning heat in winter.
Limitations of Service and Support
Technology we have installed:The company reserves the right to limit support to technology it installed and that wasn’t modified without its knowledge.
Technology we did not install: No coverage for uninstalled technology unless explicitly agreed upon. On-site time to understand, document, and familiarize with systems is billed as Advanced Support.
Internet connection:A reliable home internet connection is required for remote access and troubleshooting. Maintaining good standing account is the homeowner’s responsibility.
Passwords:The company doesn’t manage passwords for personal accounts. Personally identifiable information is kept safe per best-practices.
Personal Device Management:No support currently for personal technology. The company reserves the right to utilize personal tech for providing support but won’t support the tech itself.
There is no refund or recourse if response SLA isn’t met. Missing SLA is not a breach of contract. All guarantees are promises made in good faith.
Limitations of Membership
Memberships don’t cover parts, warranty-related issues, Advanced Support troubleshooting fees or labor, travel charges, past-due balances, or other billable events.
The company cannot guarantee system safety and security in any way, including network/data security when using Network Security service.
Contingencies of Services
Any implied or expressed warranty, guarantee, or agreement is voided if the system is manipulated by any third party. The company must be your only smart-home support provider.
Additional Terms
Warranties, guarantees, memberships, contracts, and any other agreement are immediately voided if another smart-home integrator provides any service to your systems, components, networks, devices, or hardware.
Memberships are non-transferrable. If you sell or move, the membership travels with you and doesn’t stay with the home. A membership is required for each unique home.
Basic Remote Support access is included in all memberships up to one support event/month. The company reserves the right to raise prices if more than one event/month occurs over 3 months.
Billing Policies
Advanced Support is billable in 15-minute increments. All Advanced Support fees are invoiced in arrears. Memberships are month-to-month with no service contract or commitment. Membership fees are billed monthly to the provided credit card.
Any unpaid balance is charged 1.5% interest monthly beginning 30 days after due date. Prices increase annually. Hourly rates may increase anytime without advance notice.
Cancellation
No notice is required to cancel membership. No cancellation fee exists. Memberships are month-to-month and cancellable anytime. No refunds for unused month portions. To cancel, contact support through approved channels.
Warranties and Disclaimers
You represent and warrant valid entry into this Agreement, legal power to do so, and compliance with applicable laws in connection with Services use.
EXCEPT AS MAY BE EXPRESSLY WARRANTED HEREIN, NEITHER PARTY MAKES ANY WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, AND EACH PARTY SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.
Limitation of Liability
IN NO EVENT WILL OUR LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT EXCEED THE AMOUNTS PAID BY YOU TO US DURING THE 3 MONTHS PRECEDING THE CAUSE OF ACTION. IN NO EVENT WILL WE HAVE ANY LIABILITY FOR ANY LOST PROFITS OR REVENUES OR FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, COVER, BUSINESS INTERRUPTION OR PUNITIVE DAMAGES.
Term and Termination
This Agreement commences on acceptance date and continues until membership cancellation or termination. Either party may terminate for any reason or no reason anytime without notifying the other.
Governing Law and Jurisdiction
This Agreement is governed by California law without regard to conflicts of law rules. Federal and state courts located in California have jurisdiction to settle disputes.