Service Policies

ZYSTEMA INC SERVICE POLICIES

Effective Date: September 24, 2026

These Service Policies establish the general terms applicable to service, support, maintenance, remote assistance, and managed service plans provided by ZYSTEMA INC (“ZYSTEMA,” “we,” “us,” or “our”). By requesting, purchasing, scheduling, or using our services, the customer acknowledges and agrees to the applicable terms below.

1. SERVICE COVERAGE

ZYSTEMA INC provides professional technology services that may include smart home automation, networking and Wi-Fi, audio/video systems, lighting control, motorized shades, surveillance, access control, structured wiring, remote support, system monitoring, maintenance, and related technology services.

The specific services provided are determined by the customer's proposal, service agreement, work order, or selected service plan.

2. MONTHLY SERVICE PLANS

Monthly service plans include only the services and benefits specifically identified under the customer's selected plan.

Services not expressly included in the plan may be subject to additional charges. Plan features, service hours, response levels, and included support do not automatically carry over from one billing period to another unless specifically stated in writing.

3. REMOTE SUPPORT

Remote support may be provided when the customer's equipment and systems support secure remote access.

The customer authorizes ZYSTEMA INC to remotely access applicable systems when necessary to diagnose, troubleshoot, monitor, maintain, configure, or support covered technology.

Remote support does not guarantee that every issue can be resolved remotely. An on-site service visit may be required and may be billed separately.

4. ON-SITE SERVICE

Unless specifically included in a service plan or written agreement, on-site service calls, travel, labor, materials, equipment, and related expenses are billed separately at applicable rates.

Priority scheduling provides preferred scheduling when available but does not guarantee immediate or same-day service.

5. EQUIPMENT & REPLACEMENT PARTS

Service plans do not include new equipment, replacement equipment, replacement parts, wiring, cabling, accessories, or installation materials unless specifically stated.

Any equipment determined to be defective, damaged, obsolete, incompatible, or outside manufacturer warranty may require replacement at the customer's expense.

6. SOFTWARE, FIRMWARE & THIRD-PARTY SERVICES

Certain systems depend on manufacturers, internet service providers, cloud platforms, applications, subscriptions, licensing, or other third-party services.

ZYSTEMA INC is not responsible for outages, service interruptions, discontinued products, manufacturer changes, software changes, cloud-service failures, licensing restrictions, or other conditions outside our reasonable control.

Software and firmware updates will be performed or recommended when considered appropriate and compatible with the supported system.

7. CUSTOMER INTERNET & NETWORK

Many automation, surveillance, audio/video, and connected-home services depend on a properly functioning network and internet connection.

Internet outages, ISP-related issues, customer-owned networking equipment, or network conditions outside ZYSTEMA INC's control may affect system performance and remote-support capabilities.

Additional network troubleshooting or corrective work may be billed separately when not included in the selected service plan.

8. PROGRAMMING & SYSTEM CHANGES

Minor programming adjustments may be included in certain service plans when specifically listed.

Major programming changes, system redesigns, equipment additions, new integrations, expanded functionality, or substantial configuration changes are considered additional services and may require a separate estimate or work order.

9. SUPPORT HOURS & RESPONSE TIMES

Support requests are handled according to the customer's selected service plan, service availability, technician availability, and the nature of the issue.

Any stated response time represents a service target and does not constitute a guarantee of resolution within that period.

Emergency, after-hours, weekend, or holiday support may be subject to additional charges.

10. MONITORING & NOTIFICATIONS

When monitoring is included, ZYSTEMA INC may monitor supported system components for connectivity, availability, health, or other technical conditions.

Monitoring does not guarantee detection or prevention of every outage, equipment failure, security event, network issue, or service interruption.

Managed monitoring services are not a substitute for emergency services, professional alarm monitoring, life-safety systems, or other regulated monitoring services unless expressly stated in a separate written agreement.

11. THIRD-PARTY & CUSTOMER-PROVIDED EQUIPMENT

ZYSTEMA INC cannot guarantee the performance, compatibility, reliability, or continued support of equipment, software, or services supplied by the customer or third parties.

Additional labor required to diagnose or integrate unsupported or third-party equipment may be billed separately.

12. PAYMENT & BILLING

Monthly plans are billed according to the billing cycle and payment terms presented at enrollment.

Additional services performed outside the selected plan will be invoiced separately.

Applicable taxes, fees, third-party charges, equipment costs, and other authorized expenses may be added when applicable.

13. CANCELLATION & PLAN CHANGES

Cancellation, upgrades, downgrades, and other plan changes are subject to the terms presented when the customer enrolls in the service.

Any outstanding balance for services, equipment, labor, or other charges remains due following cancellation.

Termination of a service plan may result in the discontinuation of remote monitoring, remote access, priority support, and other plan-specific benefits.

14. CUSTOMER RESPONSIBILITIES

Customers are responsible for providing reasonable access to covered systems, maintaining required internet and electrical services, maintaining applicable third-party subscriptions and licenses, and notifying ZYSTEMA INC of significant system or equipment changes.

Unauthorized modifications performed by the customer or another service provider may affect support eligibility and may require additional diagnostic or corrective services.

15. DATA & REMOTE ACCESS

ZYSTEMA INC will use remote access and customer system information only as reasonably necessary to provide authorized services, support, maintenance, troubleshooting, and monitoring.

Customers remain responsible for maintaining appropriate passwords, account security, backups, and access credentials for their systems unless otherwise agreed in writing.

16. LIMITATION OF SERVICE

Technology systems may experience failures or interruptions despite professional installation, maintenance, and monitoring.

ZYSTEMA INC does not guarantee uninterrupted operation of internet connections, networks, automation systems, audio/video systems, surveillance systems, cloud services, third-party platforms, or connected devices.

Services are provided subject to equipment capabilities, manufacturer support, network availability, third-party services, and other technical limitations.

17. CHANGES TO SERVICE POLICIES

ZYSTEMA INC may update these Service Policies periodically to reflect changes in services, technology, operational requirements, or applicable business practices.

The current version will be made available through the ZYSTEMA INC website or upon request.

QUESTIONS ABOUT YOUR SERVICE?

For questions regarding your service plan, coverage, billing, or technical support, please contact ZYSTEMA INC through the contact information provided on our official website.

ZYSTEMA INC 

Professional Technology. Reliable Support. Continued Care.