DLS-owned Customer Premise Equipment (CPE)
DLS maintains the CPE that is included with your Internet service. If this equipment fails, DLS will replace the equipment at no charge. This includes, but not limited to VoIP handsets, fixed wireless radio antenna, ADSL equipment, and any other networking equipment.
Additional CPE Purchased From DLS
Any additional networking equipment purchased from DLS has a one (1) year warranty. DLS will replace a faulty item for up to 1 year. DLS will provide technical support on these products as long as they are in service. If it is determined that the unit is faulty and requires replacement after the 1 year period, the client is responsible for replacing the unit.
DLS’ technical staff is highly trained and can resolve a majority of the support problems over the phone. If all troubleshooting steps have been taken and the problem still exists, an on-site dispatch may be required. These services are provided at no additional charge. However, if the technician determines that the problem was outside of DLS’ responsibility, the customer will be billed on their next statement. Residential customers will be billed at $85/hour between the hours of 7 am and 7 pm and time and a half between 7 pm and 7 am. Business customers will be billed at $125/hour between the hours of 7 am and 7 pm and time and a half between 7 pm and 7 am.
Below are areas of customer responsibility:
Internal wiring: This includes all phone and network cabling beyond DLS owned equipment.
Customer Owned CPE: Any devices installed beyond DLS owned equipment. This includes, but is not limited to, routers, computers, phones, switches, and hubs.
Computer Upkeep: Keeping your computer up to date with the latest security updates and patches is paramount! There are many resources available to make sure your computer stays safe on the Internet. Keeping your computer up to date is not DLS’ responsibility. Therefore, dispatches performed due to computer viruses and/or spyware will be billed for.
Equipment Relocation: At some point, a customer may decide to rearrange their home or business. This may include moving the equipment provided by DLS. DLS does not recommend customers attempt this themselves and would prefer that DLS perform the relocation. Since this does require a dispatch it is billable. If the client tries to move the equipment and damages the equipment they will be charged for the dispatch and replacement of the equipment.
Surge Protection: It is strongly recommended that the client have available ports on their surge protector for DLS-owned equipment. If equipment is damaged due to a power surge the client will be billed for the replacement equipment.