These Service Terms govern the connectivity and managed services Zapa Networks provides to customers. They supplement any quote, service agreement, statement of work, or approved service order between you and Zapa. The specific scope of your services is defined by those documents.
1. Custom Quotes and Scope
Zapa services are provided based on custom quotes. The specific services, sites, equipment, pricing, and support scope applicable to you are defined by your quote, agreement, statement of work, or approved service order.
2. Service Availability
Zapa is headquartered in San Francisco and available in select U.S. markets. Service availability depends on location, site conditions, carrier coverage, and technician availability, and is confirmed during the quote process.
3. Internet Provider Dependencies
Where services rely on third-party internet providers or carriers, availability, installation timelines, and restoration times may depend on those providers. Zapa coordinates and manages escalation on your behalf but does not control carrier networks.
4. Customer Responsibilities
You agree to provide reasonable and safe site access for installation and maintenance, to use the services in accordance with our Acceptable Use Policy, and to keep account and contact information current.
5. Hardware Procurement
Zapa may procure hardware on your behalf based on vendor-neutral recommendations. Hardware availability and delivery timelines can affect installation scheduling. Equipment ownership is defined in your agreement.
6. Technician Scheduling
Onsite work is scheduled based on technician availability, scope, and site readiness. Same-day or next-day dispatch may be available in select markets where coverage allows. See our Technician & Field Service Terms for details.
7. Payment and Billing
Fees, billing cycles, and payment terms are set out in your agreement. Late or non-payment may result in suspension of services after appropriate notice.
8. Cancellations and Rescheduling
Scheduled work may be rescheduled or canceled due to site conditions, access issues, hardware or carrier delays, or by request. Zapa will communicate changes as early as practical, and any related fees are governed by your agreement.
9. Support Scope and Limitations
Support scope, response expectations, and any service levels are defined by your agreement. Zapa does not guarantee uninterrupted service and is not responsible for issues caused by third-party providers, customer changes, or factors outside its reasonable control.
10. Documentation
Managed installations aim to include documentation of the environment, such as site details, equipment, network maps, and service history, provided to support ongoing management.
11. Third-Party Providers
Services may involve third-party carriers, vendors, software, and technician partners. Their products and services may be subject to their own terms, and Zapa coordinates these relationships on your behalf.
Questions about this policy? Contact Zapa Networks at legal@zapanetworks.com.