Care: Break Fix Servicing

1. Scope and Governance

This Statement of Work ("SOW") applies exclusively when Care : Break Fix services are included in the corresponding Order Form. If the Order Form does not include installation services, this SOW is not applicable.

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This SOW is governed by the Order Form and the Agreement (available at Terms and Conditions) of Butlr Technologies, Inc.. The Agreement covers warranty, client responsibilities, service exclusions, and other legal provisions. In the event of a conflict between this SOW and the Agreement, the Agreement shall take precedence, unless explicitly stated otherwise in the Order Form.

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2. Service Scheduling

• Scheduling: Servicing must be scheduled at least 14 days in advance to ensure resource availability.
• Service Window: Services will be conducted during standard business hours (Monday-Friday, 8:00 AM to 8:00 PM local time), unless otherwise agreed.

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3. Project Goals and Objectives

3.1 Goals

• Resolve minor hardware issues through on-site troubleshooting or equipment swaps to restore system functionality.
• Provide immediate fixes where possible and identify the need for any follow-up actions.

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3.2 Objectives

• Complete on-site diagnostics and minor troubleshooting.
• Replace malfunctioning hardware if available and under warranty.
• Confirm system functionality post-troubleshooting or repair.

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4. Scope of Work

4.1 Overview

The Company will perform on site diagnostics, troubleshooting, and may replace warranty hardware as specified in the Order Form. This includes: 

• Perform on-site diagnostics and troubleshooting for Butlr hardware (sensors and Hives).
• Conduct basic hardware replacements, reboots, or connectivity fixes as needed.
• Confirm system functionality post-service.

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4.2 Out-of-Scope

Tasks not included in this service include:

• Network configuration or full system reinstallation.
• Repairs to third-party equipment.
• Non-warranty hardware replacements without prior client approval.

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4.3 Changes in Scope

• Any changes to the agreed-upon scope of work must be documented in a change order mutually signed by both parties (each, a “Change Order”).
• Change Orders must specify:some text
  • The revised scope of work.
• Adjustments to pricing, timeline, or other terms..

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4.4 Service Exclusions

Unless explicitly stated in the applicable SOW or sales order, Butlr does not provide:

• Network configuration, including firewall or security setup.
• Wall patching, painting, or cosmetic repairs post-equipment removal.
• Repairs or servicing for equipment not supplied by the Company.
• Environmental or structural modifications to accommodate equipment.
• Electrical work, including high or low voltage wiring. The Customer is responsible for ensuring electrical readiness and compliance with applicable regulations.

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5. Responsibilities

5.1 Company Responsibilities

• Perform on-site diagnostics and minor hardware repairs.
• Replace malfunctioning hardware (if under warranty and the Client has an active subscription).
• Provide a post-service report summarizing findings and next steps (if applicable).

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5.2 Customer Responsibilities

Professional Services are conditioned upon Customer 

• Ensuring uninterrupted site access and availability of utilities (e.g., power, internet).
• Confirming site readiness, including identification of power locations for Hives.
• Facilitating movement of furniture or equipment as necessary for installation.
• Providing a dedicated workspace for the Company to stage equipment, store tools, and perform preparatory tasks.
• Coordinating any required site access including but not limited to providing any training required for site access, or arranging security escorts.
• Coordinating Room Access:some text
  • Provide a clear, detailed schedule with room availability allocated in minimum 45-minute blocks per room.
  • Submit the schedule to Company at least 5 business days before the service date.
  • Installations are generally conducted over a 4-day work week to accommodate the team’s travel schedule, allowing one day each for arrival and departure.
  • Allow for on-site preparation time at the start of the project to receive and stage hardware before beginning installations.
  • Example daily schedule (8 rooms/day):

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• Ensuring Readiness:some text
  • Rooms must be accessible and prepared for installation (e.g., unlocked and clear of obstructions).
  • Movement of furniture or equipment must be coordinated prior to the installation date.
• Providing Utilities:some text
  • Ensure access to power outlets for Hives and Wi-Fi for connectivity.

Compliance with Schedule

• A failure to satisfy the requirement set forth in Section 5.2,including scheduled access and readiness requirements, may result in additional charges or rescheduling fees.

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By adhering to these responsibilities, the Customer ensures efficient service delivery and minimizes disruptions to facility operations and resident activities.

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6. Risk Management

6.1 Identified Risks

• Site Access Delays: Delays due to restricted or unavailable site access.
• Environmental Constraints: Challenges due to unsuitable site conditions.
• Access Restrictions: Unforeseen site access issues delaying services.

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6.2 Mitigation Strategies

• Pre-Service Checks: Confirm site readiness and access before the scheduled service.
• Proactive Communication: Maintain regular updates with the Customer on site requirements and preparations.

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7. Pricing and Payment Terms

• Pricing for Professional Services assumes adherence to the room access schedule provided by the Customer. Delays or rescheduling due to access issues may result in additional charges.
• Payment terms are governed by the Agreement.

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