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Service protection plan definitions, terms and conditions

Plan Definitions:

The Service Protection Plan (the “Plan”) covers service calls that (1) require repair to telephone wiring, cable television wiring and / or data service wiring located inside the customer’s home, and / or (2) identify whether the source of a service problem resides with the inside wiring or the customer’s on-premise equipment. Inside wiring covered under this plan is owned by the customer or a third party and is defined as wiring that begins at the “Demarcation Point”, which begins twelve (12) inches outside the customer’s residence and extends to the individual phone jacks, cable and data outlets and extensions in the home. Additionally, the Plan also covers repairs to wiring from the outlet or jack to the back of the customer’s device. After the source of the problem is identified, RCNWaveGrandeenTouch would make any necessary repairs to the RCNWaveGrandeenTouch network, RCNWaveGrandeenTouch installed equipment, and / or inside wiring. Without the Plan, RCNWaveGrandeenTouchcan repair inside wiring, but will charge a Service Call Fee. Repair and maintenance beyond the Demarcation Point is the responsibility of RCNWaveGrandeenTouch except for non-RCNWaveGrandeenTouch telephony customers, where the wiring is owned by another telephone service provider, or unless there is deliberate damage to, or pre-existing problems with the wiring on the outside of the home.

Plan Terms and Conditions:

The Plan only applies to customers that subscribe to RCNWaveGrandeenTouch data service, RCNWaveGrandeenTouch video service and / or RCNWaveGrandeenTouch voice service. In addition to inside wiring, the Plan includes repair and replacement of jumper cables, amps, connectors and splitters. The Plan is optional and covers all inside wire-related service calls pursuant to the Plan’s terms, for as long as the customer subscribes to the Plan. The Plan may be cancelled at any time; however, if the Plan is cancelled within six (6) months of a service call, the customer will be charged the full rate for the Service Call. Additional fees may apply for work performed that is not covered by this Plan. The Plan is effective the day the customer orders the Plan. Charges for the Plan and any other terms or conditions applicable to the Plan may change at any time with at least thirty (30) days prior written notice.

The Plan does not cover the repair of wire concealed with a wall (i.e. wire that is wall fished) or identification of trouble caused by the customer or customer-owned equipment. If the repair is not covered under the Plan, the customer may: 1) make the repair themselves, 2) hire an outside contractor, or 3) have RCNWaveGrandeenTouch perform the repair at its standard billing rate and in accordance to industry installation standards. The Plan does not cover repair, maintenance or replacement of customer-owned equipment (i.e. TV, DVD player, gaming system, surround sound system, fax machine, scanner, printer, external device, telephone, etc.); however, customers subscribing to the Plan will not pay for a service visit even if the RCNWaveGrandeenTouch technician discovers that the trouble is with the customer’s equipment.

The Plan does not cover initial installation or installation or primary or additional data or cable outlets or telephone jacks, or the move or reconfiguration of existing data or cable outlets or telephone jacks. The Plan does not cover rewiring after a home is destroyed or damaged by fire, flood, earthquake, acts of nature, vandalism, gross negligence or willful damage. RCNWaveGrandeenTouch customers residing in multiple dwelling units, such as apartments, condominiums or other group facilities, please note that under the laws of some states or applicable agreements, landlords and not tenants, may be responsible for repair to and maintenance of some or all inside wiring. The customer must contact their landlord or building manager to determine responsibility.

The Plan does not cover inside wiring used to deliver the following services: 1) non-standard telephone service systems such as PBX or fixed wireless services, 2) video or data transmission services delivered by Direct Broadcast Satellite, Multi-channel, Multi-point, fixed wireless, or other providers, 3) Digital Subscriber Lines (“DSL”) or similar data lines or video offering by an existing or competitive provider. The Plan does not cover inside wiring used to deliver commercial or non-residential services or non-standard inside wiring used to deliver data, video or voice services.

Except as expressly set forth herein, and as permitted by law, RCNWaveGrandeenTouch shall not be liable for any damages (including indirect, incidental, punitive or consequential damages of any kind) arising from services performed under this Plan. RCNWaveGrandeenTouch makes no warranties, express or implied, under the Plan and specifically disclaims any warranty of merchantability or fitness for a particular purpose. The Plan is not an insurance program, or any other type of similar program that covers damages of any kind, and customer’s payments under the Plan shall not be considered to be an insurance premium. The Plan is subject to RCNWaveGrandeenTouch‘s standard terms and conditions. Other restrictions may apply.


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