customer service agreement terms

ThinkBig Networks, LLC Customer Services Agreement

Installation Cost: Standard installation of a ThinkBig connection includes bringing the fiber optic connection into the customer residence to a location within 10 feet of a standard power outlet. Best efforts will be made to accommodate subscribers desired location, but ultimately the FIBER path and demarcation decision is made by ThinkBig Networks, LLC. The standard fee also includes the installation of a working ThinkBig ONT and wireless device. Non-Standard Installations: If it is not possible for ThinkBig to perform a standard installation, Customer will receive a report of the connection options available. The report will include optional mounting configurations and their respective costs. Customer may at that time choose one of the available options or decline services. If the Customer declines services, Customer will be refunded all deposits made.

Non-Standard Driveway Installations: A standard driveway installation is one where it is possible to install the fiber optic customer connection using a vibratory plow or other standard installation equipment. In the event that more extensive installation methods are required such as directional boring, or trenching, Customer will receive a report of the installation options available and the estimated cost for this installation.

Contract term: The Contract Term Is 24 months from the date internet service begins.  During this period, ThinkBig will not raise the price for the Internet Package (Price Lock Guarantee).

Account Termination: Customer may terminate this Agreement by submitting a written request for termination (email, fax or U.S. Mail) to the address listed in this agreement. Requests received prior to close of business on the twenty-fifth day of the month shall have a termination date of the first day of the month following the receipt of the termination request. Customer may terminate this agreement early with no termination penalty.

Performance Guarantee:  ThinkBig Networks, LLC (“ThinkBig”) will provide to customer dedicated network connectivity as indicated in the order summary. Customer understands that due to the burstable nature of the Internet, connection speeds may vary due to various load conditions and is not guaranteed to achieve or maintain maximum speed at all times. Network connectivity is defined by the One Gig link connectivity between Customer site and ThinkBig and interconnection with our backbone service.  ThinkBig will make reasonable commercial efforts to deliver service at the speed indicated on this Agreement, but actual speeds may be less.  In the event of a loss of network connectivity due solely to the actions of ThinkBig Networks, Customer may request service credits for time they were without a usable Internet connection.  Service credits may be requested by emailing billing@thinkbignets.com. Service credits may not be requested for service interruptions caused by the actions of the customer, or in the event of Acts of God including Internet interruptions effecting upstream providers.

Service Issues:  We will endeavor to fix any problem as soon as possible after we receive adequate notice. Please call 888-318-1372 and select technical support (option 4) or email cservice@thinkbignets.com. Our technicians will work with you during normal business hours to fix your service issues remotely either over the phone or through email.  If we are not able to fix the problem remotely, we will at your request dispatch a service representative to your residence during regular business hours – 9am to 5pm Monday through Friday.  If the service interruption is the fault of ThinkBig there will be no charge for the service call.  If the cause of the service interruption is determined by ThinkBig to be caused by equipment not supplied by ThinkBig Networks, configuration issues not related to ThinkBig, or user error there will be a charge for the service of $100 per hour for the first hour and $85 per hour for any subsequent time needed.  Service calls that are made outside of normal business hours or during nationally recognized holidays will result in a fee of $150 an hour for the first hour and $100 per hour for any subsequent time needed.

Equipment: All equipment, except for equipment specifically purchased and paid for in full by the Customer, will at all times remain the property of ThinkBig. Customer may not sell, transfer, lease, encumber or assign all or part of the equipment to any third party. Customer shall pay for the full retail cost of, or the repair or replacement of any lost, stolen, un-returned, damaged, sold, transferred, leased, encumbered or assigned equipment or part thereof, together with any costs incurred by in obtaining or attempting to obtain possession of any such equipment. On expiration or termination of this Agreement, ThinkBig reserves the right to request by email and/or by US mail the immediate return of equipment to the premises of ThinkBig in good operating condition, normal wear and tear accepted.  Failure to return equipment upon request to do so may result in a charge of up to $250.

Provision of Services:  ThinkBig Networks, LLC (“ThinkBig”) will provide to customer a dedicated network connectivity as indicated in the order summary. Customer understands that due to the burstable nature of the Internet, connection speeds may vary due to various load conditions and is not guaranteed to always achieve or maintain maximum speed. Network connectivity is defined by the One Gig link connectivity between Customer site and ThinkBig and interconnection with our backbone service. ThinkBig will make reasonable commercial efforts to deliver service at the speed indicated on this Agreement, but actual speeds may be less. In addition, ThinkBig will provide a standard fiber installation to Customer in exchange for payment of fees and compliance with the terms and conditions of this Agreement. Services are defined as the use of computing, telecommunications, and information services provided by ThinkBig as well as access to IP television, telecommunications, software, and information services provided by others via the internet. Customer understands that fair usage of this account provides monthly data total traffic up to the stated Mbps per second purchased. ThinkBig reserves the right based on unforeseen construction details to revise the construction quotation given provided that the customer is notified prior to construction for any additional costs.

Customer Equipment and Wiring:  ThinkBig Networks installs and maintains our own customer equipment to provide you with your internet service. We have no responsibility for the operation, support, maintenance or repair of any inside wiring or customer equipment that we have not installed.

You agree that by using the service, we, or our authorized agents and equipment manufacturers, are authorized to send code updates to the customer equipment. Such code updates may change, add or remove features or functionality of the customer equipment or the Service(s).

You may install additional inside wiring, such as additional cable wiring and outlets, provided that doing so does not interfere with the normal operations of our network. If you have us install, repair or maintain inside wiring in addition to the standard ThinkBig installation, we will charge you for that service. Regardless of who installed it, the inside wiring is your property or the property of whomever owns the premises. If you do not own the premises, please contact your landlord or building manager about the installation, repair or maintenance of inside wiring.

Payment of Fees and Penalties: Monthly service payments shall be billed on the first day of service and monthly thereafter by the 10th of the month, one month in advance. Payment shall be due to ThinkBig Networks, LLC within fifteen (15) days from the date of the invoice on the 25^th of each month. Accounts remaining unpaid for thirty (30) or more days shall be deemed delinquent and shall accrue interest at 1.5% per month on all outstanding principal amounts until paid. Delinquent accounts shall be placed on “accounting hold” and services shall be suspended until the account is paid in full. ThinkBig reserves the right to charge a reactivation fee of up to One Hundred dollars ($100.00). ThinkBig may assess an additional $25 fee for any payment form (check, debit, credit, ACH or other forms of payment) returned for nonpayment. You agree to pay all applicable taxes, whether imposed on ThinkBig for your services or directly on you, which will be applied and included in bills issued to you. You authorize ThinkBig to charge any amounts payable by you in connection with services automatically to the payment method you provided in the subscription process or the payment method you provide thereafter. If you choose to bill the services to your debit or credit card, your right to receive the services is subject to any limits established by your debit or credit card issuer.

Permitting & Landlord Approval: It is the Customer’s responsibility to obtain any required permits or to gain landlord approval for the installation of the ThinkBig into the Customer’s location. ThinkBig may assist the Customer or provide this service for the Customer for an additional charge.

Taxes and Fees Policy:  ThinkBig Networks reserves the right to add to customer monthly bill any and all  taxes, levies, fees, assessments and governmental charges of any kind, existing as of the commencement date for service or thereafter enacted (collectively referred to as “Taxes”), imposed by any federal, state, regional, municipal, local or other governmental authority or agency, including, without limitation, quasi-public agencies (collectively, “Governmental Authority”).

Total amount due at installation includes all ThinkBig set-up fees, prorated month of Recurring Monthly Fees, and first full calendar month of Recurring Fees.

I have read, understand, accept, and agree to the terms of this Agreement in full including the Terms of Service located at www.ThinkBigNets.com If accepted and signed this service order is subject to the terms of the Customer Services Agreement, which is incorporated herein by reference.