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Express Repair Terms and Conditions

1. The Plan

The HughesNet® Express Repair 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 Subscriber Agreement only as specifically set forth herein. Please consult your Subscriber 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.

2a. Plan Details – New HughesNet Subscribers as of 11/5/19 & Existing Hughes Subscribers who subscribed between 7/27/15 and 11/4/19 NOT within their Service Commitment

Express Repair 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 is renewed automatically on a month-to-month basis until canceled by you or terminated by Hughes.

You will be billed the Plan’s 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 regular monthly HughesNet subscription payments.

While enrolled in this Plan, in the event that an onsite service visit is required, you will be billed a co-pay. The onsite service visit 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.

The monthly fees and onsite co-pay are as follows:

 

Express Repair –
Premium
 Onsite Response Time Next Business Day
 Monthly price $12.99
 Onsite Service Co-pay $24.99

This plan will terminate upon expiration or termination of your HughesNet service subscription. You may cancel this Plan at any time 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.

2b. Plan Details – Existing HughesNet Subscribers who subscribed between 7/27/15 and 11/4/19 AND are within their Service Commitment

Express Repair 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 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 regular monthly HughesNet subscription payments.

While enrolled in this Plan, in the event that an onsite service visit is required, you will be billed a co-pay. The onsite service visit 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.

The monthly fees and onsite co-pay are as follows:

 

Express Repair –
Premium
 Onsite Response Time Next Business Day
 Monthly price $11.95
 Onsite Service Co-pay $29.95

This plan will terminate upon expiration or termination of your HughesNet service subscription. You may cancel this Plan at any time 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.

Upon completion of your service commitment, Hughes reserves the right to increase your Express Repair price to the prices listed in section 2a. of these terms and conditions.

2c. Plan Details – Existing HughesNet Subscribers Prior to 7/27/15

Express Repair 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 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 regular monthly HughesNet subscription 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.

The monthly fees and onsite co-pay are as follows:

 

Express Repair – Premium
 Monthly price $11.95
 Onsite service visit co-pay
 After 30-day vesting period
$29.95
 Onsite service visit co-pay
 Within 30-day vesting period
 With new 24-month HughesNet service commitment (non-business residential plans only)

$99.00

 Onsite service co-pay
 Within 30-day vesting period
 With no additional HughesNet service commitment
$199.00

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 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. This plan will terminate upon expiration or termination of your HughesNet service subscription.

Upon completion of your service commitment, Hughes reserves the right to increase your Express Repair price to the prices listed in section 2a. of these terms and conditions.

3. To Obtain Support

Contact HughesNet technical service by calling 1-866-347-3292, available 24 hours a day/7 days a week. Onsite service visits are scheduled according to the time that Hughes receives the call that a problem has arisen. For Express Repair – Premium 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 Express Repair – Basic 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.

4. 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 and discretion, replace your hardware components with new, remanufactured, or used equivalents. 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.

5. 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 (1) were purchased by you, (2) are commissioned on your HughesNet account, and (3) 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.

6. 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. Correction of faulty installation or repointing of the antenna, if the work was not originally 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 Express Repair coverage period.

7. 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 onsite 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 non-threatening 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.

8. 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.

9. Written Communications

Please address all written communications to:

Hughes Network Systems
11717 Exploration Lane
Germantown, MD 20876

Please include your name and SAN (account number) on all written correspondence.

10. 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.

11. Disclaimers and Limitations

1. 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.

2. 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. IN NO EVENT WILL HUGHES OR ANY OF ITS SUPPLIERS OR SUBSCONTRACTORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, OR CONSEQUENTIAL LOSS OR DAMAGES. HUGHES’ MAXIMUM LIABILITY UNDER THIS PLAN SHALL BE LIMITED TO AMOUNTS PAID BY YOU FOR SERVICES UNDER THE PLAN.

3. EXPRESS REPAIR REVERTS TO REGULAR MONTHLY CHARGES ($7.95 PER MONTH FOR BASIC; $11.95 PER MONTH FOR PREMIUM) UPON THE COMPLETION OF A FREE 1-MONTH OFFER.

Revised 11/5/2019

Hughes Customer Care and Remote Site Field Maintenance Support

Hughes provides Customer Care to all Business customers in the lower forty-eight (48) states of the United States 24 hours per day, 365 days per year by toll-free telephone access for resolution of problems with the Remote Maintenance Services.

The Call Center will be the single point of contact for the origination, administration, and Customer Care. For the majority of customer care calls, the Call Center personnel will assist in the diagnosis of the remote problem and take the required steps to remedy the problem over the telephone.

In the event the Call Center cannot resolve an issue over the telephone, a visit to the customer’s site, via Hughes’ Field Maintenance program, may be required.

Corrective Maintenance

Hughes will provide corrective maintenance for remote satellite terminals and will restore Customer’s malfunctioning Equipment to good working condition and may perform the following corrective maintenance as required:

  • Diagnostic testing to determine the existence and cause of the malfunction;
  • Removal and replacement of any malfunctioning field replaceable unit (“FRU”);
  • Reorientation (re-pointing) of the antenna subsystem in the event of misalignment;
  • Repair or replacement of Equipment interconnecting cables;
  • Reloading initializing instructions and re-commissioning;
  • Verification of proper operation and completion of service report;
  • Notification to Hughes and the Customer host that Equipment has been restored to operational status.

Response Time and Service Coverage

At the time of entering the order, Customer may select Service coverage hours on a site-by-site basis from the coverage plans available for that site. Customer shall select from one of the available coverage plans set forth below.

Time and Materials

This option is provided at no cost to the customer. A field maintenance technician will be assigned and will contact the customer to arrange a site visit. There are no Service Level Agreements (SLA) for this option. Typical tech response time is 7-10 days. Any work performed and materials needed will be billed to the customer.

Next-Business-Day Coverage

Service Coverage Hours are 8:00 a.m. to 5:00 p.m., local time, Monday through Friday, holidays excepted, beginning the next business day after a call is received. Customer’s call shall be considered received the same day when received by Hughes between the hours of 8:00 a.m. and 5:00 p.m., local time at the remote site, Mondays through Fridays, holidays excluded. Calls shall be considered received the following business day if received by Hughes at any other time.

Next-Day Coverage

Service Coverage Hours are 8:00 a.m. to 5:00 p.m., local time, 365 days per year, beginning the next calendar day after a call is received. Customer’s call shall be considered received the same day when received by Hughes between the hours of 8:00 a.m. and 5:00 p.m., local time at the remote site. Calls shall be considered received the following day if received by Hughes at any other time.

Same-Day 12x7 Coverage

Service Coverage Hours are 8:00 a.m. to 8:00 p.m., local time, 365 days per year, beginning at the time a call is received. Customer’s call shall be considered received the same day when received by Hughes between the hours of 8:00 a.m. and 8:00 p.m., local time at the remote site. Calls shall be considered received the following day if received by Hughes at any other time.

Same-Day 24x7 Coverage

Continuous Service Coverage 24 hours per day, 365 days per year.

Authorization Required

Upon authorization of Field Service dispatch, Hughes will dispatch a customer service representative (“CSR”) to be onsite at Customer's premises, in accordance with the maintenance response time indicated (measured from the time of authorization by Hughes). For sites with Next-Business-Day Coverage, Hughes will dispatch a CSR to be onsite before the end of the next Hughes business day after the call was received by Hughes. For sites with Next-Day Coverage, Hughes will dispatch a CSR to be onsite before the end of the next calendar day after the call was received by Hughes.

Maintenance Response Time Table

   Distance from Service Office Typical Response Time
  0 – 50 miles   4 hours
  51 – 100 miles   5 hours
  101 – 150 miles   6 hours
  151 – 200 miles   10 hours
  Over 200 miles   24 hours

Corrective Maintenance Exclusions

Remote maintenance excludes any of the following:

  • Maintenance, repair, or replacement of parts damaged or lost through catastrophe, accident, lightning, theft, misuse, fault, or negligence of the Customer, or causes external to the Equipment, including, but not limited to, failure of, or faulty, electrical power or air conditioning, operator error, failure, or malfunction of data communication Equipment not provided to Customer by Hughes, or from any cause other than intended and ordinary use.
  • Changes, modifications, or alterations in or to the Equipment by anyone other than Hughes or its subcontractors and other agents, other than Hughes-approved upgrades and configuration changes.
  • De-installation, relocation, or removal of the Equipment or any accessories, attachments, or other devices.

Spare Parts Support

If Customer has purchased one of the services described above, spares will be provided at no additional charge. Spares for the Equipment antenna subsystem, including reflectors, mounts, and modems will be centrally stocked at a designated location in the continental United States.

Hughes will replace malfunctioning Equipment components on a one-for-one exchange basis with a functionally equivalent spare part.

Time and Materials Services

In addition to the Services coverages described above, Customer may also elect to order a Hughes technician to visit a Customer location on a Time and Materials basis. In such instances, Hughes will make reasonable efforts to visit the applicable site for purposes of diagnosing and correcting the problem as promptly as possible, but Customer acknowledges that Hughes does not make guarantees relative to times to respond or times to repair with Time and Materials Services. The charges associated with Time and Materials Services will be Hughes' then-current charges.

Customer Responsibilities

If Customer has purchased one of the field maintenance services described above, Customer shall also have the following responsibilities:

  • Customer hereby grants Hughes or its authorized representatives access to Equipment and related locations and areas of Customer’s facilities and premises.
  • Customer shall provide Hughes' Service representatives with access to electrical power, water, and other utilities, as well as telephone access to the Customer help desk as required for efficient Service.
  • Customer shall provide safe access to Equipment on Customer premises and will maintain the environment where the Equipment is located in a safe and secure condition.
  • Customer personnel shall cooperate with and assist the Hughes Service representative in providing maintenance services.

Revised 11/5/2019

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