Aftercare Services
Latch agrees to provide the increased support services described below to Customer upon service request (the “Aftercare Services”). Latch will make its personnel reasonably available by phone or email 24/7 Monday through Sunday, including holidays. Call the Latch support number to initiate Aftercare Services. Latch personnel will be dispatched after remote troubleshooting is completed. The Aftercare Services are only available for Latch hardware and firmware, and those third-party products that were sold and installed by Latch. Services performed on third-party products that were not sold by Latch may incur additional fees, including hardware or product costs.
Emergency Dispatch: Latch personnel ≤ 4 hours to Customer location.
Non-emergency Dispatch: Latch personnel within 24 to 36 hours to Customer location.
Scope of Services:
Emergency Issues:
Complete failure of hardware or other related issues preventing or substantially impeding building or user access. Emergency issues may include but are not limited to:
Non-emergency Issues:
Failure of a hardware product feature, or other non-critical functionality of hardware that does not prevent building or user access. Scope includes requests for product / preventative maintenance if outside of the Annual Maintenance package offerings. Non-Emergency issues may include but are not limited to:
Latch commits to completing product and preventative maintenance twice per year, which will include firmware upgrades and updates, battery swaps, general product quality assurance (test unlocks, configuration and configuration tests, and basic installation assurance) (“Maintenance Services”). The Maintenance Services are only available for Latch hardware and firmware, and those third-party products that were sold and installed by Latch. Services performed on third-party products that were not sold by Latch may incur additional fees, including hardware or product costs.
Response: within 1 hour of Customer request.
Dispatch: within 5 business days of notice from Customer.
Scope of Services:
Latch agrees to provide focused and escalated support from a resource assigned specifically to Customer to monitor sitewide product health (each, a “TAM”). The TAM will engage cross-functionally within Latch to ensure product feature requests are represented, manage product roadmap with Latch product team, assist with the rollout of new product features as well as train Customer personnel on use, and act as a single point of contact for installation and deployment. The Technical Account ManagerServices are only available for Latch hardware and firmware, and those third-party products that were sold and installed by Latch.
