Network Care Service Terms
These terms cover the Network Care plan offered by SoulCraft Systems, LLC ("SoulCraft", "we"). By signing up you ("you", the customer) agree to them.
1. What the service is
Network Care is remote monitoring and remote login assistance for your home or business network. It includes 24/7 remote monitoring with alerts to SoulCraft, follow-up on alerts during business hours, remote reboots and configuration changes, firmware updates for supported network equipment, remote help sessions (up to 2 per month for Residential, up to 4 per month for Business; unused sessions don't roll over), priority scheduling for on-site visits, and 10% off SoulCraft on-site labor while your plan is active.
2. Eligibility
The plan covers networks built on eero Pro or eero Max series equipment, or Ubiquiti UniFi. Other brands are reviewed case by case and quoted individually. We confirm eligibility before you are billed. If equipment needs to be added or upgraded to qualify, we'll tell you and quote it separately.
3. Remote access: your consent and how to revoke it
To provide the service you authorize SoulCraft to access and manage your network equipment remotely through the manufacturer's app or cloud management. We use that access only to monitor, support and maintain your network. You can remove our access at any time in the manufacturer's app or by asking us. Removing access stops the service from working, and we may cancel the plan as described in section 7.
4. Response times
Business hours are Monday–Friday, 9 AM–5 PM Eastern, excluding holidays. We respond within 4 business hours on Residential plans and within 2 business hours on Business plans. Alerts and requests received outside business hours are handled the next business day. Response means we acknowledge the issue and start working on it; it is not a promise of when the issue will be fixed.
5. What's not covered
- On-site visits, billed at our then-current service rates less the 10% member discount.
- Internet provider outages and problems with the provider's line, modem or service. We do not control and cannot guarantee your internet provider's uptime or speed.
- Replacement or new hardware, and equipment out of manufacturer warranty.
- Computers, phones, tablets and their software.
- Network redesigns, new access points and wiring, which are quoted as separate projects.
6. Billing
Residential is $24.99 per month per home and Business is $49.99 per month per location, plus any applicable taxes. After eligibility is confirmed we email you a secure payment link to place a card on file, and the plan is billed monthly to that card. If a payment fails, we'll contact you; service may be paused until payment is made.
7. Term and cancellation
The plan is month-to-month with no long-term contract. You can cancel anytime, by email, by phone, or online through our billing portal. Cancellation takes effect at the end of your current billing month, and service continues until then. There are no partial refunds for the remainder of a month. SoulCraft may also cancel a plan; if we do, it ends at the end of the current billing month.
8. Price changes
We may change plan prices or these terms with at least 30 days' notice by email. If you don't agree, you can cancel before the change takes effect.
9. Limitation of liability
We provide the service with care, but networks and internet connections can fail for reasons outside our control. We do not guarantee uninterrupted or error-free service. To the extent allowed by law, SoulCraft is not liable for indirect, incidental or consequential losses (such as lost data, lost business or downtime), and our total liability for any claim related to Network Care is limited to the plan fees you paid in the three months before the claim. Manufacturer warranties on your equipment are separate and come from the manufacturer.
10. Data and privacy
Monitoring gives us access to information about your network and connected devices. We use it only to provide the service. See our Privacy Policy for how we handle information.
11. Governing law
These terms are governed by the laws of the State of Georgia.
Questions
Call (404) 590-7685 or email [email protected]. Back to Network Care.