This Service Level Agreement ("SLA") is a Service Schedule to the Newtwork Solutions LLC Standard Terms and Conditions of Sale/Service ("Terms"), available at https://www.newtworksolutions.net/terms, and is incorporated into those Terms by reference.
This SLA defines the support and response entitlements for the Newtwork Vision managed video surveillance service. Where this SLA conflicts with the Terms, this SLA governs for the Newtwork Vision service only. All other provisions of the Terms continue to apply.
1. Eligibility
Entitlements under this SLA apply only to Clients with an active Newtwork Vision - Management & Support subscription, and only to sites covered by that subscription.
Coverage is per site. A Client with multiple sites must maintain an active subscription for each site to be covered at that site.
Entitlements apply only while the account is in good standing. Accounts suspended for non-payment under Section 2.3 of the Terms are not entitled to the response and dispatch commitments in this SLA until the account is restored.
Clients without an active applicable subscription receive support on a time-and-materials basis at standard rates during Service Hours.
2. Scope
This SLA covers support response for the video management platform and connected devices at covered sites, including:
- Fault diagnosis and remediation
- System and user administration
- Remote access and platform configuration
This SLA does not cover scheduled maintenance, firmware or software update programs, system audits, or health checks. Those services, where purchased, are quoted separately.
3. Service Hours
Monday through Friday, 8:00 AM to 6:00 PM Mountain Time, excluding federal holidays.
Work performed outside Service Hours is billable at after-hours rates and is not subject to the commitments in this SLA.
4. Submitting a Support Request
Support requests must be submitted to:
- Email: [email protected]
- Client portal: newtworksolutions.net/helpdesk
The SLA clock starts when a request is received through one of the channels above.
Requests made by text message, phone call, voicemail, or direct message are accepted and will be worked, but do not start the SLA clock. Where a request is received outside Service Hours, the clock starts at the beginning of the next business day.
5. Response
Newtwork Solutions will acknowledge a support request and begin work within 4 business hours of receipt.
Response means acknowledgement and commencement of diagnostic work. It does not mean resolution.
6. On-Site Dispatch
Where an issue cannot be resolved remotely, Newtwork Solutions will attend the site by the next business day, for sites located within 60 road miles of Idaho Falls, Idaho.
Newtwork Solutions determines whether an issue requires on-site attendance.
Sites outside the 60 road mile radius are attended on a best-effort basis and are not subject to the next-business-day commitment. Travel outside the radius may be billable.
On-site attendance under this Section is an attendance commitment. Labor, parts, and materials remain billable at standard rates in accordance with the Terms, except where covered by the 90-day workmanship warranty under Section 3 of the Terms.
7. Resolution
Resolution times are not committed.
Newtwork Solutions will work continuously during Service Hours until the issue is resolved or a documented workaround is in place. Resolution timelines depend on factors outside our control, including hardware availability, third-party vendor response, and site conditions.
8. Exclusions
The following are not covered by this SLA. Work in these areas is billable at standard rates:
- Internet service outages, including satellite internet
- Site power outages, electrical faults, and power quality issues
- Network changes made by the Client or by third parties
- Physical damage, vandalism, theft, weather, lightning, and acts of nature
- Hardware failure — diagnosis is included; replacement parts and installation labor are quoted separately
- Cameras, recorders, or network devices not supplied or approved by Newtwork Solutions
- Equipment past manufacturer end-of-support
- Adds, moves, changes, new cameras, and cabling
- Scheduled maintenance, update programs, audits, and health checks
- Work performed outside Service Hours
- Third-party cloud platform availability, including Nx Cloud
9. Clock Pause
Where Newtwork Solutions is unable to access a Client system due to a Client-side internet outage, power outage, or network change, SLA clocks are paused until access is restored.
Where Newtwork Solutions is awaiting information, access, or a decision from the Client, SLA clocks are paused until the Client responds.
Where the Client reschedules a confirmed on-site attendance, the commitment in Section 6 is satisfied and does not restart.
10. Third-Party Platforms
Software licenses resold by Newtwork Solutions are supported by Newtwork Solutions as vendor of record. The Client is not required to contact the software vendor directly.
The availability of third-party cloud platforms, including Nx Cloud, is controlled by the platform provider and is not warranted by Newtwork Solutions. Local recording and retention are not dependent on cloud platform availability.
11. Suspension
Suspension of the Newtwork Vision — Management & Support subscription under Section 2.3 of the Terms means suspension of support, system administration, remote management, and administrative access only. Recording and retention are not affected by suspension of Management & Support, provided channel licenses remain active.
Channel licenses are billed separately. Where NX Witness channel licenses lapse, are suspended, or are not renewed, the affected camera channels will cease recording. This is a function of the licensing platform and is not within Newtwork Solutions' control.
Newtwork Solutions will provide no less than 10 business days' written notice before channel licenses are allowed to lapse for non-payment.
12. Remedy
Where Newtwork Solutions fails to meet the response commitment in Section 5 or the dispatch commitment in Section 6, the Client's sole and exclusive remedy is a pro-rata credit of the affected site's monthly Management & Support fee for each affected business day, not to exceed one month's fee for that site.
Credits must be requested in writing within 30 days of the affected incident. Credits are applied to a future invoice and are not paid in cash.
This remedy does not extend the 90-day workmanship warranty under Section 3 of the Terms, and does not modify the limitation of liability under Section 6 of the Terms.
13. Changes to This SLA
This SLA is versioned. Changes are published as a new version with a new effective date. Superseded versions remain available at their original locations.
Clients remain on the version in effect at the time of their most recent subscription order or renewal until their next renewal.
14. Contact
Newtwork Solutions LLC 324 Cleveland St. Idaho Falls, ID 83401 (208) 206-9714 [email protected]