HughesNet™ Service Assurance Terms and Conditions

 

1. The Plan
The HughesNet Service Assurance Plan (the “Plan”) is offered pursuant to the terms and conditions set forth herein. The Plan overrides the terms of the Limited Warranty described in the Service Agreement only as specifically set forth herein. Please consult your Service Agreement for the terms and conditions of the Limited Warranty. Except as otherwise stated herein, Hughes Network Systems, LLC ("HUGHES"), is the obligor of the Plan. Any person who enrolls in this Plan shall be referred to herein as “You.” The Plan includes coverage for a single subscription. The Plan is extended only to the original customer who enrolled in the Plan and is nontransferable.

 

2. Plan Details – New HughesNet Subscribers
Service Assurance is a protection plan option designed to assure you that your HughesNet service will be restored in a quick and efficient manner in the event a problem occurs. Under the Plan, you will receive 24-hour-a-day, 7-day-a-week technical support from Hughes, and if the problem is determined to be caused by the indoor unit (the satellite modem) or the outdoor unit (the satellite antenna/radio) and cannot be fixed over the phone, Hughes will send a qualified technician directly to your location on a priority status, as described below.

Your coverage begins on the date of activation and will continue on a month-to-month basis until canceled by you or terminated by HUGHES.

You will be billed the Plan monthly fee at the beginning of each billing cycle for the next month via the same method as your monthly HughesNet subscription payments. The monthly Plan fee will appear on your billing statement as a separate charge from your monthly HughesNet payments.

While enrolled in this Plan, in the event that an onsite service call is required, you will be billed a co-pay. The onsite service call co-pay will be billed via the same method as your monthly HughesNet subscription payments. For example, if you had elected to pay your monthly HughesNet subscription fee with a credit or debit card, Hughes will use that same card number to charge you for the co-pay. The co-pay will appear on your billing statement as a separate charge from your monthly HughesNet payments.

Exact amounts of the monthly fees and onsite service calls charges were disclosed to you at the time of your order. Current Plan rates are as follows:

 

 

Service Assurance

Service Assurance Plus

Monthly price

$5.95

$12.95

Per onsite service call co-pay

$29.95

 

This plan will terminate upon expiration or termination of your HughesNet service subscription. In addition, you may cancel this Plan at any time without penalty by contacting Hughes at 1-866-347-3292. You will be refunded any prorated portion of the monthly fee paid in advance for the current month.

 

3. Plan Details – Existing HughesNet Subscribers
Service Assurance is a protection plan option designed to assure you that your HughesNet service will be restored in a quick and efficient manner in the event a problem occurs. Under the Plan, you will receive 24-hour-a-day, 7-day-a-week technical support from Hughes, and if the problem is determined to be caused by the indoor unit (the satellite modem) or the outdoor unit (the satellite antenna/radio) and cannot be fixed over the phone, Hughes will send a qualified technician directly to your location on a priority status, as described below.

Your coverage begins on the date you enroll in this Plan and will continue on a month-to-month basis until canceled by you or terminated by HUGHES. In order to be eligible for the Plan, your HughesNet billing account must be current and in good standing.

You will be billed the Plan monthly fee at the beginning of each billing cycle for the next month via the same method as your monthly HughesNet subscription payments. The monthly Plan fee will appear on your billing statement as a separate charge from your monthly HughesNet payments.

For existing HughesNet subscribers, there is a 30-day vesting period. This means that if an onsite service call is required within the first 30-day period after you have enrolled in the Plan, your co-pay will be higher than the co-pay after the expiration of the vesting period. After the expiration of the vesting period, the amount of the co-pay will convert to the post-vesting amount. The onsite service call co-pay will be billed via the same method as your monthly HughesNet subscription payments. For example, if you had elected to pay your monthly HughesNet subscription fee with a credit or debit card, Hughes will use that same card number to charge you for the co-pay. The co-pay will appear on your billing statement as a separate charge from your monthly HughesNet payments.

Exact amounts of the monthly fees and onsite service calls charges were disclosed to you at the time of your order. Current Plan rates are as follows:

 

 

Service Assurance

Service Assurance Plus

Monthly price

$5.95

$12.95

Per onsite service call co-pay
   Post-30-day vesting

$29.95

Per onsite service call co-pay
   Pre-30-day vesting
   With additional HughesNet service
   commitment
   Home and Professional Plans: 15 months
   Small Office and Business Internet Plans:
   24 months

$99.00

Per onsite service call co-pay
   Pre-30-day vesting
   No additional HughesNet service
   commitment

$199.00

 

This plan will terminate upon expiration or termination of your HughesNet service subscription. You will be charged for this service from the date of order. You may cancel this Plan at any time without penalty by contacting Hughes at 1-866-347-3292. You will be refunded any prorated portion of the monthly fee paid in advance for the current month.

 

4. To Obtain Support
Contact HughesNet technical service by calling 1-866-347-3292, available 24 hours a day/7 days a week.

Onsite calls are scheduled according to the time that Hughes receives the call that a problem has arisen. For “Next Business Day” service coverage, if the call is received prior to 1 pm local time, your appointment can be scheduled as early as the next business day. If the call is received after 1 pm local time, the appointment can be scheduled as early as the second business day. For “Second Business Day” service coverage, if the call is received prior to 1 pm local time, your appointment can be scheduled as early as the second business day after your call. If the call is received after 1 pm local time, the appointment can be scheduled as early as the third business day after your call.

Onsite service is not available on the official days on which the following holidays are observed: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day.

 

5. Method of Service and Exchange
HUGHES will require troubleshooting of the system over the telephone or otherwise to verify any failure prior to scheduling an onsite service call. If deemed necessary, HUGHES will dispatch an authorized HUGHES service technician to your location for onsite troubleshooting and restoration of your service. If required, HUGHES may, at its option, replace your hardware components with new, remanufactured, or used equivalents, at HUGHES’ sole discretion. If HUGHES dispatches a service technician to your location, and HUGHES determines the problem is not covered under this plan, you may be assessed an additional fee for any required repairs.

6. What is Covered
The Plan covers the required steps necessary to restore your HughesNet service. These steps include, but are not limited to, phone support and onsite support including repointing of the antenna system or replacement of HughesNet indoor equipment, power supply, or outdoor equipment that were (i) purchased by you, (ii) that are commissioned on your HughesNet account, and (iii) that were professionally installed at your location. Your location must be a stationary location in the lower 48 states or Puerto Rico. The Plan covers the following:
a. Loss of service due to issues with Hughes equipment or Hughes provided cabling
b. Loss of service that can be corrected with antenna repointing or alteration using the existing mounting configuration
c. Pre existing service issues on covered Service Plan
d. The cost of all parts required to restore service
e. Loss of service due to power surge while properly connected to a properly wired AC power line with protective ground and telephone/coax lines properly connected

 

7. Exclusions from Coverage
The Plan does not cover:
a. Loss of service resulting from damaged or missing antenna or mount
b. Loss of service that can only be corrected by relocating the antenna
c. Change of mounting hardware or type for antenna
d. Damage to the antenna caused by conditions other than normal use, that is beyond HUGHES’ normal control, such as: hail, earthquake, flood, ice, fire, falling or flying objects, tropical storms, hurricanes, natural disasters, vandalism, theft, terrorism/war, riot, or acts of God
e. Installation, installation workmanship or repointing of the antenna, if the work was not performed by a HUGHES authorized technician
f. Exterior or cosmetic items of the product, including, but not limited to, paint, finish, bezel, and cords
g. Materials used for cosmetic purposes such as hiding exposed cabling or conduit
h. Preventive maintenance
i. Software upgrades
j. Repair of a customer’s local area network (Technician responsible for ensuring operability on one computer only)
k. Any location that is a recreational vehicle: mobile homes, watercraft, aircraft
l. Systems where the satellite is not mounted to a stable, fixed-position permanent structure
m. Components or wiring related to satellite television
n. Service outside the lower 48 states or Puerto Rico
o. Any other electronic products, hardware or software including, without limitation, your computer or equipment related to your computer
p. Damage reported after expiration of the Service Assurance coverage period

 

8. Customer’s Promises and Assurances: In order to maintain this Plan in force, you promise and assure:
a. Full cooperation with HUGHES customer service agents and authorized service provider during diagnosis of covered Service
b. That an adult, age 18 or over, will be on site and empowered to make decisions regarding the service call
c. That you will keep your billing account with HUGHES in good standing
d. To provide adequate access to your system during normal business hours (8 am to 5 pm local time)
e. To provide a nonthreatening and safe environment for servicing, including but not limited to, the containment of aggressive animals
f. To not mislead, defraud, or make any misrepresentation to HUGHES technicians
g. To not falsify any related records
h. To fully disclose all relevant information and fully cooperate with HUGHES, its agents or service providers to troubleshoot the covered Service

 

9. Compliance with Applicable Building Codes and Ordinances
It is your responsibility to ensure compliance with all applicable building codes, zoning ordinances, covenants, conditions, and restrictions related to services provided under this agreement, to pay any fees or other charges, and obtain any permits or authorizations necessary for services provided under this agreement (collectively "Legal Requirements"). You are solely responsible for any fines or similar charges for service in violation of any applicable Legal Requirements.

 

10. Written Communications
Please address all written communications to 11717 Exploration Lane, Germantown, MD 20876. Please include your name and SAN (account number) on all written correspondence.

 

11. Modification
Terms of this Plan may not be modified, except in writing by HUGHES. HUGHES reserves the right to change the Plan at any time at its sole discretion. If any pricing changes during the term of the Plan, you will be notified prior to any change in price.

 

12. DISCLAIMERS AND LIMITATIONS
a. IN NO EVENT WILL HUGHES BE LIABLE FOR SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES RELATING DIRECTLY OR INDIRECTLY TO THIS PLAN. IN NO EVENT SHALL HUGHES LIABILITY, IF ANY, EXCEED THE PURCHASE PRICE PAID FOR THE SERVICE FOR THE DURATION OF COVERAGE UNDER THE PLAN.
b. THIS PLAN IS YOUR SOLE EXPRESS REMEDY WITH RESPECT TO THE SERVICE PROVIDED UNDER THE PLAN. EXCEPT AS OTHERWISE DESCRIBED HEREIN, ANY SERVICE PROVIDED UNDER THE PLAN SHALL BE “AS-IS” AND WITHOUT ANY WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THIS SERVICE SHALL NOT CONSTITUTE ANY WARRANTY OR ANY GUARANTEE OF THE QUALITY OR CONTINUOUS TRANSMISSION OF THE HUGHESNET SERVICE. THE FAILURE OF TRANSMISSION OF SERVICE SHALL NOT ENTITLE YOU TO STOP MAKING PAYMENTS TO YOUR HUGHESNET ACCOUNT.

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HughesNet Satellite Internet Systems for High-Speed Internet Access