IntelligentHome quick start guide
INTELLIGENTHOME
ENJOY
HOME
BETTER
Welcome to
IntelligentHome.
Your new
home essential.
Congratulations on your purchase of IntelligentHome,
the complete security and home management system
you control from anywhere, anytime. You’ll find
everything you need to get started right here in this
guide. If you have any questions during the setup
process, please feel free to contact us at 1-855-892-4444
or visit twc.com/intelligenthome and we’ll be happy to help.
Thank you for choosing Time Warner Cable IntelligentHome.
Contact us at: 1-855-892-4444
2
Three simple ways
to manage your
system.
Mobile app
Security is just the start.
Your IntelligentHome system has all kinds
of convenient features you can personalize
to your preference and update or change as
often as you like. Here are just a few.
Customize your touchscreen
Wish you could disguise your touchscreen? You can. Using flickr,® your
touchscreen can double as a digital photo frame.
Turn on the lights
Customer website
Don’t like coming home to a dark house? Use the lighting controls to flip
on entry lights—right before you pull in the driveway.
Adjust your thermostat
In-home touchscreen
When you’re at home, it’s touchscreen-simple.
When you’re away, it’s always accessible.
With IntelligentHome, you get an advanced home management
system designed to keep you and your family safe and comfortable.
You can control everything from thermostat and lighting, to
door chimes and security cameras—all from your touchscreen,
mobile device or secure website. So you have access wherever
you are, whenever you want.
3
twc.com/ihcustomer
Want to change the temperature so your house is cozy and comfortable
when you get home? You can set the thermostat remotely so it’s just the
way you like it no matter when you get back.
Check news and weather
Wondering what it’s like outside or what’s going on in the world? Use the
apps on your touchscreen to check the weather, news and more before
you leave the house.
Keep an eye on the house
Curious if the dog walker showed up or the kids made it home from school
on time? Take a look at your cameras remotely, or personalize your system
to snap a picture when the door opens.
Contact us at: 1-855-892-4444
4
Here are a few
good-to-know terms.
Security Zones
Security Zones are created with sensors that can detect events in the home,
such as the opening and closing of doors and/or windows, motion, smoke, etc.
Entry/Exit Zone
For doorways that are used to regularly enter/exit the home. When armed
and tripped, these zones start an Entry Delay countdown.
Perimeter Zone
When armed and tripped, the alarm will sound immediately.
24-Hour Inform Zone
When tripped (even if the system is armed), there is never an alarm, but the
event is recorded in the history section of the touchscreen and customer website.
Arming Modes
There are three different modes in which you can arm your security system:
Arm Away
Use when everyone is leaving the house. This activates all of the sensors,
including the motion detectors.
Arm Stay
Use when people are still home and active. The motion detectors are
not armed, but the door and window sensors are armed as usual.
Arm Night
Use if everyone’s home and going to bed. The motion detectors are not
armed. If a door or window in the Entry/Exit Zone is opened, there is no
delay period. The alarm will immediately sound.
5
twc.com/ihcustomer
Contact us at: 1-855-892-4444
6
Touchscreen
access at home.
To get started with the
in-home touchscreen:
Make sure your touchscreen is
plugged in and the apps are visible.
Tap an icon to open
the app. Swipe the
screen to scroll back
and forth.
Arm & Disarm
To arm:
1.At the top of the touchscreen, tap the Security Status header when
it is in a disarmed state, or tap the IntelligentHome app.
2. Select the arming mode.
3. Enter your security code.
4.The Security Status header changes to display an Exit Delay countdown
in the upper left-hand corner.
5.If you select the Arm Away mode, but do not trip an Entry/Exit Zone during
the Exit Delay, the security system will automatically set to Arm Stay mode.
1
Security Status Header
See whether the system is armed
or disarmed, and other information.
Tap to arm or disarm the system.
2
Home Button
Press to go to the Main screen.
3
4
Menu & Back Button
Press to return to the main
Touchscreen menu or to
return to the previous screen.
5
Panic Button
Press to display a menu for immediate
Fire, Medical or Police response.
7
IN-HOME TOUCHSCREEN | twc.com/ihcustomer
Security App:
Lets you arm/disarm
your system, view
status of zones, and
view past zone events.
To disarm:
1.Tap the Security Status header when it is in an armed state, or tap the
IntelligentHome app.
2.Enter your security code. The Security Status header will confirm that
the system is disarmed.
Settings App:
Enables you
to configure
your system.
You can use the key fob to quickly arm and disarm your system
from inside or outside your home (60 foot range).
Cameras App:
Allows you to view
up to six camera
feeds via the
touchscreen.
Contact us at: 1-855-892-4444
8
Emergency
Panic Alarms.
When your alarm goes off
Panic Button
In case of an emergency,
you can manually trip any of
the three emergency panic
alarms directly from your
in-home touchscreen.
Fire/Smoke
Medical
Police
When a fire, police or medical alarm goes off, you have 30 seconds to enter
a valid security code before the ERC is notified. If a valid security code is not
entered within the 30 seconds, the ERC will be notified and will attempt to
contact the persons listed on your Emergency Contact List.
If the ERC agents reach someone, they will ask for the secret word and
dispatch emergency personnel if needed.
I f the ERC agents are unable to reach someone, emergency personnel
will be immediately dispatched.
View video
To display images or live video from cameras on the touchscreen:
If one of these alarms is tripped, the following panic
alarm response protocols will immediately go into effect:
1. From the Main screen, touch the Cameras app.
2.Images of all the camera views are displayed (updated every five seconds).
3. Touch an image to view live video from that camera.
Fire/Smoke
Immediately sounds the siren on the touchscreen.
Unless otherwise specified by local municipal regulations, the
Emergency Response Center (ERC) will call only the primary
verify phone number before dispatching authorities.
Medical
Immediately sounds an alarm beep from the touchscreen.
The ERC will attempt to contact your first and second verify
contacts before dispatching emergency personnel.
Upload your flickr® photos
With Yahoo!® and flickr, you can upload and view
photos right on your in-home touchscreen.
Need to set up accounts? Start here
If you already have Yahoo! and flickr accounts, jump to Step 4.
1. Go to flickr.com from any computer and click onCreate Your Account,
Police
Immediately sounds the siren on the touchscreen.
The ERC will attempt to contact your first and second verify
contacts before dispatching local authorities.
These panic alarm notification protocols have been put into place to help minimize
false alarms and simplify the process for you and the Time Warner Cable Emergency
Response Center when an alarm is tripped.
then follow the prompts.
2.Once your account is created, click on Upload Your First Photos.
3.Need help? Go to flickr.com/help
4.Log on to twc.com/ihcustomer. Click on Widgets, and highlight the Photos
app that appears on the image of the touchscreen. Then select Edit.
5.Click on the blue type to start the pairing process. You may be prompted to
allow your touchscreen access to your flickr account. Accept this prompt
and make sure that your chosen screen name is now visible on the image
of the touchscreen.
6.Tap the Photos app on your touchscreen. Select photos you want displayed,
and enjoy.
9
EMERGENCY PANIC ALARMS | twc.com/ihcustomer
Contact us at: 1-855-892-4444
10
Online access anywhere
you have an Internet
connection.
To get started with
the customer website:
1
2
3
4
5
Go to twc.com/ihcustomer and enter your
username and password in the login area.
1
2
Menu Bar
Arm & Disarm
Allows you to navigate the customer website.
To arm:
Arm/Disarm Button
1.Click the Arm/Disarm button when it is in a disarmed state.
A dialog box will display.
Allows you to arm or disarm the security
system. (You’ll need your security code.)
3
4
5
Zone Activity
2. Select the arming mode.
3.Enter your security code.
Displays status of all zones inside your home.
You can click on the link to manage zones as well.
4. Click Arm Now.
Cameras
1.Click the Arm/Disarm button when it is in an armed state.
Displays live video and still shots from video cameras
inside your home. You must have at least one camera
installed for this section to appear.
2.Enter your security code.
To disarm:
3.Click Disarm.
History
Displays 30 most recent security events that have occurred.
11
CUSTOMER WEBSITE | twc.com/ihcustomer
View product videos and get complete details on
lighting and thermostat controls, news and other
features at twc.com/intelligenthome
Contact us at: 1-855-892-4444
12
Rules
View Video
Using the rules option on the customer website, you can customize
your IntelligentHome system to set up events or to notify you when
certain events occur (or do not occur) in your home. You can change
these rules at any time. There are three types of rules:
See live video and recent video clips and pictures from the cameras
installed in your home.
Schedule
At a specified time, take action. For example, on Wednesday night at
7:00 pm, play sound, “Don’t forget to take out the trash,” as a reminder.
Event
When the front door opens, record a video clip or take a picture
(great when your kids come home from school).
Non-event
When something does NOT happen at a specified time, take action.
For example, if the front door does not open from 3:00–4:00 pm
when the kids should come home, send a text message.
To add a rule:
1. Log on to the customer website and click the Rules tab.
2. From the Rules screen, click Add Rule.
3. Select Schedule, Event, or Non-event.
4. Select the criteria for your rule.
To view live video:
1.
Log on to the customer website and click on the View Live Video link in
the Cameras window on the Main page.
2.You will see live video from your primary camera.
3. To view live video from another camera, click on the thumbnail image of
the camera you want to view.
4. To take a snapshot with the currently selected camera, click Take Picture.
5. To take a 20-second video clip with the currently selected camera,
click Take Video Clip.
Each time you click Take Picture or Take Video Clip, a thumbnail
of the picture/clip is added at the bottom of the screen.
To view recorded pictures or videos:
1. Log on to the customer website and scroll over the Cameras tab
on the menu bar.
2.From the Cameras drop down menu, click Saved Pictures and Videos.
3. Click on a thumbnail image to view your saved images or videos.
5. Modify the Describe the Rule field as desired.
6. Click Save.
13
CUSTOMER WEBSITE | twc.com/ihcustomer
View product videos and get complete details on
lighting and thermostat controls, news and other
features at twc.com/intelligenthome
Contact us at: 1-855-892-4444
14
Mobile access on
®
®
your iPhone , iPad
™
or Android .
To get started with
the mobile app:
The free IntellligentHome mobile app is
available for most mobile devices including
iPhone®, iPad® and Android™. Once you have
downloaded the IntelligentHome app onto
your device, log on using your customer
website username and password.
Arm & Disarm
To arm:
1.
Tap the green Security bar to display the Security screen.
2. Tap Disarmed–Press to Arm. The Choose How to Arm screen is displayed.
3.Select one of the following: Arm Stay, Arm Away or Arm Night.
4. Enter your security code.
5. Once the system is armed, the green bar turns red and reads Armed –
Press to Disarm.
To disarm:
1. Tap the red Security bar to display the Security screen.
2. Tap Armed – Press to Disarm. The keypad is displayed.
3.Enter your security code. The system is disarmed.
To disable sound:
1. Mute your mobile device.
OR
1.Go to your mobile phone home screen and choose Settings.
2. Choose the IntelligentHome app and select Off for Play Sounds.
15
MOBILE APP | twc.com/ihcustomer
View product videos and get complete details on
lighting and thermostat controls, news and other
features at twc.com/intelligenthome
Contact us at: 1-855-892-4444
16
FAQ:
Q: What happens when my touchscreen loses power?
Your touchscreen contains a back-up battery, so you will still be connected to the
Emergency Response Center (via cellular network) for approximately 24 hours after
you lose power. To conserve power, your touchscreen will turn off the display until
you touch it, and it will disable features non-essential to security (e.g., apps). It will also
begin beeping intermittently to notify you of the power loss. To stop the beeping:
1.
Touch the touchscreen to illuminate it.
2.
Click on the Trouble message on the top right of the home screen.
3.
Click OK next to the AC Power Loss message.
Note: If power is not restored within 6 hours of acknowledging the
power loss, the beeping will begin again.
Q: How do I change or add my security code?
From the Main screen of the touchscreen:
1.
Scroll over Settings.
2.
Enter your current security code.
3.
Click on Security.
4.
Click on Manage Security Codes.
OR
From the customer website:
1. Scroll over the Security tab.
2.
Choose Security Codes from the drop down menu.
Q: What do I do if I forget my security code or secret word?
You can reset your security code or secret word on the customer website.
Q: How do I create or edit my Emergency Dispatch List?
From the customer website:
1.Scroll over the Security tab.
2.
Choose Emergency Dispatch Setup from the drop down menu.
Q: What are Entry/Exit Zones and Perimeter Zones?
Entry/Exit Zones are the doors most commonly used when you exit or enter your
home. When an armed Entry/Exit Zone sensor is tripped, an Entry Delay begins.
Perimeter Zones are all other doors and windows. If an armed Perimeter Zone sensor
is tripped, there is no entry delay, and the alarm will sound instantly.
Q: How do I change my touchscreen screensaver?
From the Main screen of the touchscreen:
1.
Click on Settings.
2.
Enter your security code.
3.
Click on Touchscreen.
4.
Click on Screensaver Configuration.
Q: How do I add apps (widgets) to my touchscreen?
First, log in to the IntelligentHome customer website. Once logged in:
1.
Select the Widgets option from the top menu, which will take you
to the Widget Management screen.
2.
Move your mouse over the desired app (widget) at the top of the
screen and choose the option to add it.
17
FAQ | twc.com/ihcustomer
Your system components.
Time Warner Cable
IntelligentHome
equipment:
In-home
Touchscreen
Keypad
Door/Window
Sensors
Motion
Detector
Indoor
Camera
Indoor/Outdoor
Camera
Smoke/Heat
Detector
Thermostat
Carbon Monoxide
Detector
Lamp
Adapter
Key Fob
Appliance
Adapter
Flood/Water
Detector
Glass Break
Detector
Barrier Break
Detector
Light Switch
© 2012, 2013 Time Warner Cable Enterprises LLC. All Rights Reserved.
Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc.,
used under license.
IH-QSG-SC1-913
Your installation
checklist.
Today’s the big day. Installation Day. The day you begin your new
Time Warner Cable IntelligentHome adventure. We’re going to
install your new service, hook up all your equipment, and make sure
everything is working like it should. Then we’ll tidy up, head out and
let you start playing around. So sit back and relax. We’ll have you
connected in no time.
Here’s what we’ll be doing today:
• Confirm your order.
•
Install and test your IntelligentHome system.
•
Make sure all equipment works well.
•
Demonstrate the key functions of all your products.
•
Answer any last questions you might have.
•
Clean up, leaving the house as it was before we arrived.
Questions?
1-855-892-4444 | twc.com/intelligenthome
© 2012, 2013 Time Warner Cable Enterprises LLC. All Rights Reserved.
Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc.,
used under license.
IH-QSG-IC1-913
Keep your family safe.
Make a home fire escape plan.
•
raw a map of your home, showing all doors and windows,
D
then go through each room and find two ways out.
•
heck to be sure all windows and doors open easily, so you’re
C
able to get outside. •
Install smoke detectors.
•
Pick a family meeting place outside in front of your home.
•
Learn the emergency phone number for your fire department.
•
Make sure your house or building number can be seen from the street.
•
alk about your home fire escape plan with everyone in your home,
T
and practice your drill at least twice a year.
NFPA recommends that you:
•
I nstall smoke/CO detectors in every bedroom, outside each
sleeping area, and on every level of the home.
•
I nterconnect all smoke/CO detectors throughout your home,
so when one sounds, they all sound.
•
Test smoke/CO detectors at least once a month.
•
Replace all smoke/CO detector batteries once a year.
•
Talk about your plan with everyone in your home.
•
Learn the emergency phone number for your fire department.
•
Practice your home fire escape drill at least twice a year.
Note
Children don’t always wake up when the smoke alarm
sounds. The adults in the house need to know what each
child will do before a fire occurs.
Check out www.sparky.org* for fire safety games and activities.
Get more information on smoke alarms and escape planning
at www.nfpa.org
*Sparky® is a trademark of NFPA. © 2012, 2013 Time Warner Cable Enterprises LLC.
All Rights Reserved. Time Warner Cable and the eye/ear logo are trademarks of
Time Warner Inc., used under license.
IH-QSG-FS1-913
IntelligentHome
cellular use policy.
IntelligentHome is a broadband-based service that supports
home management, lifestyle and home security functionality.
The customer’s broadband connection, via a high speed cable
modem, is the primary communication channel for the service.
A second communication channel is provided with the service to
support life safety notifications when a loss of broadband service is
experienced. In the event that the broadband connection is disrupted,
the service attempts to establish a connection to the IntelligentHome
platform via a cellular connection. Cellular connections are available
to a majority of customers and are validated during the customer’s
initial installation.
Customers are responsible to maintain their service in good working
order. If a loss of broadband service or the broadband connection
occurs, customers are responsible for notifying and working with
Time Warner Cable to resolve the issue in an expedient manner.
Time Warner Cable will attempt to contact every customer, using
telephone, email and emergency contact information, if a loss
of the customer’s broadband connection is detected. It is critical
that customers respond and contact Time Warner Cable so that
the broadband connection can be restored and that we can ensure
that the life safety functionality of the service is working properly.
If a customer does not take steps to resolve the problem and
Time Warner Cable’s repeated attempts to reach the customer to
remediate the problem are not successful, Time Warner Cable will
suspend the secondary cellular communication channel.
Note
Suspension of the secondary cellular communication
channel will result in a complete loss of external monitoring
of the customer’s lifestyle and life safety services in their
home if the broadband connection is unavailable. The
secondary cellular communication channel will remain
suspended until the customer notifies Time Warner Cable
and the primary broadband connection is restored.
© 2012, 2013 Time Warner Cable Enterprises LLC. All Rights Reserved.
Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc.,
used under license.
IH-QSG-CU1-913
Política de uso celular
de IntelligentHome.
IntelligentHome es un servicio basado en la banda ancha que
contribuye al manejo de la casa, el estilo de vida y la funcionalidad de
la seguridad en el hogar. La conexión de banda ancha del cliente, a
través de un módem de cable de alta velocidad, es el canal principal
de comunicación para prestar el servicio.
También se proporciona con el servicio un canal secundario de
comunicación para apoyar las alertas de protección de vida cuando se
experimenta una pérdida del servicio de banda ancha. En caso de que
se interrumpa la conexión, el servicio intentará establecer una conexión
con la plataforma de IntelligentHome a través de una conexión
celular. Las conexiones celulares están disponibles para la mayoría
de los clientes y son validadas durante la instalación inicial del cliente.
Los clientes son responsables de mantener su servicio en buena
condición. Si se produce una pérdida del servicio o conexión de banda
ancha, los clientes tienen la responsabilidad de notificar y trabajar con
Time Warner Cable para solucionar el problema de manera eficiente.
Time Warner Cable intentará ponerse en contacto con cada cliente,
ya sea por teléfono, correo electrónico y usando la información de
contacto de emergencia, si se detecta una pérdida de conexión de
banda ancha. Es fundamental que los clientes respondan cuanto
antes a estos llamados y contacten a Time Warner Cable, así la
conexión de banda ancha se puede restaurar y de paso asegurar que
la funcionalidad de la protección de vida del servicio esté funcionando.
Si un cliente no toma las medidas para resolver el problema y los
intentos de Time Warner Cable para contactar al cliente no son
exitosos, Time Warner Cable suspenderá el canal secundario de
comunicación celular.
Nota
La suspensión del canal secundario de comunicación celular
dará como resultado una pérdida completa del control externo
de los servicios de estilo de vida y protección de vida en la casa
de los clientes, si no está disponible la conexión de banda ancha.
El canal secundario de comunicación celular permanecerá
suspendido hasta que el cliente notifique a Time Warner Cable
y se restaure la conexión principal de banda ancha.
© 2012, 2013 Time Warner Cable Enterprises LLC. All Rights Reserved.
Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc.,
used under license.
IH-QSG-CU1-913
IntelligentHome
Notice of Cancellation.
On
[Month/Day],
[Year], the following services
were purchased and/or installed by Time Warner Cable (“TWC”):
(hereinafter referred to as the “Transaction”). You may CANCEL
this Transaction, without any Penalty or Obligation, within THREE
BUSINESS DAYS from the above date.
If you cancel, any property traded in, any payments made by you
under the contract or sale, and any negotiable instrument executed
by you will be returned within TEN BUSINESS DAYS following receipt
by TWC of your cancellation notice, and any security interest arising
out of the Transaction will be cancelled.
If you cancel, you must make available to TWC at your residence,
in substantially as good condition as when received, any goods
delivered to you under this contract or sale, or you may, if you wish,
comply with the instructions of TWC regarding the return shipment
of the goods at the TWC’s expense and risk.
If you do make the goods available to TWC and TWC does not pick
them up within 20 days of the date of your Notice of Cancellation,
you may retain or dispose of the goods without any further obligation.
If you fail to make the goods available to TWC, or if you agree to
return the goods to TWC and fail to do so, then you remain liable
for performance of all obligations under the contract.
To cancel this transaction, mail or deliver a signed and dated copy
of this Cancellation Notice or any other written notice, or send a
telegram, to Time Warner Cable, at 40 La Riviere Drive, Buffalo, NY
14202, ATTN: IntelligentHome, NOT LATER THAN MIDNIGHT OF
[Month/Day],
[Year].
I HEREBY CANCEL THIS TRANSACTION
[Buyer’s Signature]
[Date]
© 2012, 2013 Time Warner Cable Enterprises LLC. All Rights Reserved.
Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc.,
used under license. IH-QSG-CP1-913
IntelligentHome
aviso de cacelación.
En
[Mes/día],
[año], los siguientes servicios
fueron comprados o instalados por Time Warner Cable (“TWC”):
(En lo sucesivo, la “Transacción”). Usted puede cancelar esta
transacción, sin ninguna penalidad u obligación, dentro de los TRES
DÍAS HÁBILES a partir de la fecha arriba indicada.
(En lo sucesivo, la “Transacción”). Usted puede cancelar esta
transacción, sin ninguna penalidad u obligación, dentro de los TRES
DÍAS HÁBILES a partir de la fecha arriba indicada.
Si usted cancela, cualquier propiedad de objeto de comercio,
cualquier pago hecho por usted bajo el contrato o venta, y cualquier
otro instrumento negociable ejecutado por usted será devuelto
dentro de DIEZ DÍAS HÁBILES siguientes a la recepción por TWC su
aviso de cancelación, y cualquier interés de seguridad que surjan de
La transacción será cancelado.
Si usted cancela, debe poner a disposición de TWC en su residencia,
en forma sustancial tan buenas condiciones como cuando se
reciben, cualquier mercancía entregada a usted bajo este contrato o
venta, o puede, si lo desea, cumplir con las instrucciones de TWC con
respecto a la la fecha de devolución de la mercancía por cuenta del
TWC y el riesgo.
Si usted pone los bienes a disposición de los TWC y TWC no los
recoge dentro de 20 días de la fecha de su aviso de cancelación,
usted puede retener o disponer de la mercancía sin ninguna
obligación. Si usted no puede hacer que los bienes a disposición de
TWC, o si usted se compromete a devolver los bienes al TWC y no lo
hace, entonces usted será responsable del cumplimiento de todas las
obligaciones bajo el contrato.
Para cancelar esta transacción, por correo o entregar una copia de
este aviso de cancelación o cualquier otro aviso escrito firmada y
fechada o enviar un telegrama a Time Warner Cable, en 40 La Riviere
Drive, Buffalo, NY 14202, ATTN: IntelligentHome, no más tarde de
medianoche de
[mes/día],
[año].
Por el presente cancelo ESTA TRANSACCIÓN
[Firma del Comprador]
[fecha]
© 2012, 2013 Time Warner Cable Enterprises LLC. All Rights Reserved.
Time Warner Cable and the eye/ear logo are trademarks of Time Warner Inc.,
used under license. IH-QSG-CP1-0-913
11. License Information
TWC Security Inc. d/b/a Time Warner Cable License Information: Alarm company
operators are licensed and regulated by the Dept. of Consumer Affairs, Bureau of
Security & Investigative Services, Sacramento, CA 95814, CA ACO7062; FL EF20000977;
NJ 34BF00045600; NY12000302365, Licensed by NYS Dept. of State; NC Alarm Systems
Licensing Bd., 1631 Midtown Pl., Ste. 104, Raleigh, 27609, (919) 875-3611; 583-CSA and
1261-CSA; OH 53-25-1616; SC BAC13456, FAC13411; TX B17430, Texas Private Security Bureau,
5805 N. Lamar Blvd., Austin, TX 78752; Time Warner Entertainment Company, L.P. HI
CT-18287; California Customers Only: Upon completion of the installation of the alarm
system, the alarm company shall thoroughly instruct the purchaser in the proper use of
the alarm system. Failure by the licensee, without legal excuse, to substantially commence
work within 20 days from the approximate date specified in the agreement when the work
will begin is a violation of the Alarm Company Act.
IntelligentHome
Residential Security and
Monitoring Service Addendum
PLEASE READ THIS DOCUMENT AND YOUR WORK ORDER AND CONSENT TO
SUBSCRIBER AGREEMENT CAREFULLY. TOGETHER THEY FORM AN “ADDENDUM”
TO THE RESIDENTIAL SERVICES SUBSCRIBER AGREEMENT THAT GOVERNS YOUR
USE OF TIME WARNER CABLE’S SERVICES.
THE SECURITY AND MONITORING SERVICE ADDENDUM INCLUDES THESE AND
OTHER IMPORTANT TERMS:
• THE SECURITY AND MONITORING SERVICE PACKAGE YOU SUBSCRIBED TO
AND THE ASSOCIATED MONTHLY CHARGES;
• THE EQUIPMENT YOU ARE PURCHASING OR OTHERWISE RECEIVING IN
CONNECTION WITH THE SERVICES, INCLUDING THE RELATED CHARGES
FOR SUCH EQUIPMENT;
• ANY INSTALLATION AND ACTIVATION CHARGES;
• HOW LONG YOUR CONTRACT RUNS (MINIMUM SERVICE TERM); AND
• FEES, IF ANY, FOR EARLY TERMINATION.
By signing the Security and Monitoring Service Order and Consent to Agreement
or by using the Security and Monitoring Service, you accept (in other words, make
legally binding) our Customer Agreements, including the Security and Monitoring
Service Addendum, and confirm that, by doing so, you are not violating the terms
of any agreement you may have with another provider of services.
THE RESIDENTIAL SERVICES SUBSCRIBER AGREEMENT CONTAINS A BINDING
“ARBITRATION CLAUSE,” WHICH SAYS THAT YOU AND TWC AGREE TO RESOLVE
CERTAIN DISPUTES THROUGH ARBITRATION. YOU HAVE THE RIGHT TO OPT OUT
OF THIS PART OF THE RESIDENTIAL SERVICES SUBSCRIBER AGREEMENT. SEE
SECTION 15 OF THAT AGREEMENT.
Capitalized terms used in this Addendum have special meanings. Unless the
capitalized terms are defined in Section 8 of this Addendum, they have the meanings
given to them in the Residential Services Subscriber Agreement. You can review
the Residential Services Subscriber Agreement, along with all our Customer
Agreements, at http://help.twcable.com/html/policies.html or by contacting
your local Time Warner Cable office.
You agree with TWC as follows:
1. Time Warner Cable Standard Broadband Service Required
(a) You must be an existing subscriber to Time Warner Cable’s high-speed Internet
service, at the standard level or higher, to receive the Security and Monitoring Service.
(b) If you stop receiving Time Warner Cable high-speed Internet service at the
standard level of higher, or fail to maintain your high-speed Internet service account
in good standing, we may suspend or terminate Security and Monitoring Service (as
the circumstances require).
2. A Minimum Term May Apply
(a) Your Work Order and Consent to Agreement indicates whether you have agreed
to a minimum service term for the Security and Monitoring Service and, if you have,
the number of months in the term.
(b) YOU WILL BE SUBJECT TO AN EARLY TERMINATION FEE IF YOU CANCEL
SERVICES BEFORE THE END OF THE MINIMUM SERVICE TERM (OR IF WE
TERMINATE YOUR SERVICE EARLY “FOR CAUSE” UNDER OUR CUSTOMER
AGREEMENTS). The amount of the Early Termination Fee is set out in your Security
and Monitoring Service Order and Consent to Agreement.
(c) If your Security and Monitoring Service package does not include a minimum
service term or, if it does and you reach the end of the minimum service term,
your service term will be “month-to-month” and you will not be subject to an Early
Termination Fee if you cancel your service.
(d) Prior to the end of your minimum service term, if any, we will notify you of the monthly
Sept 2013
IH-QSG-SA1-913
charges and any maintenance or other fees that will apply once your service term
becomes “month-to-month.” While your service term is month-to-month, TWC can change
the monthly charges and any other fees associated with your Security and Monitoring
Service by providing you at least one billing cycle’s notice of the change.
3. What We Do When an Alarm is Triggered
(a) We monitor the Security and Monitoring Equipment from a central monitoring office.
If the monitoring office receives a signal indicating that a fire or smoke condition exists,
we will use all reasonable efforts to dispatch fire responders to the premises. If an intrusion
event is indicated (for example, a door or window has been opened while the system
is “armed”), we will use all reasonable efforts to dispatch the appropriate emergency
responders. The laws of some areas require us to use private security personnel
to respond to and verify certain intrusion alarms before local police will be dispatched.
In those areas, we will use local security firms to respond to such alarms, and local
police will be dispatched if/when the alarm is verified. We may (but are not obligated to)
attempt to contact you or another person that you have identified before we dispatch
emergency responders.
(b) If a person at your premises (or another authorized contact person) provides us
with a pre-agreed passcode and requests that we disregard a triggering event, that we
not contact emergency responders, or that we cancel a previous dispatch request to
emergency responders, we may (but are not obligated to) do so.
(c) You must notify us, in advance in writing (including through our secure website),
of any person you wish us to contact if a triggering event occurs on your premises.
You are responsible for updating and ensuring the accuracy of your contact information.
(d) We may (but are not obligated to) record and retain any communications between
your premises and our central monitoring office.
4. Special Financial Responsibilities Relating to the
Security and Monitoring Services
(a) If a third party (in other words, someone other than you, which may include your
insurance company) sues TWC on any claim that relates to our providing the Security
and Monitoring Service, the Equipment or the Software to you (for example, claiming
that these services did not work correctly or that TWC was negligent in providing these
services), you will indemnify us (in other words, make us whole) for any losses, including
reasonable attorneys’ fees, that we suffer.
(b) If we are required to pay any fines, penalties or other costs as a result of a “false” alarm
at your premises, you will reimburse us for such costs, including reasonable attorneys’
fees. If there are repeated false alarms at your premises, we may terminate your Security
and Monitoring Service “for cause.”
5. Your Responsibilities Regarding the Security
and Monitoring Equipment
(a) The Time Warner Cable Equipment belongs to us and must be returned to us if you
cease to receive the Service for any reason.
(b) The Time Warner Cable Equipment is linked to the address on your Security and
Monitoring Service Order and Consent to Subscriber Agreement. You may not use the
Time Warner Cable Equipment with another security services provider or move it to
another address. If you do, the equipment may not operate properly or emergency
responders may not be able to find the premises where it is then located.
(c) You will use the Security and Monitoring Service as installed by us, and in a manner
that is consistent with the instructions and other materials that we provide to you, and
you agree to report any problems with the Security and Monitoring Service to us as
promptly as possible. If you relocate the Equipment within your home after installation,
or obstruct the Equipment or otherwise hinder its proper operation (for example, in the
course of home renovations, or as a result of moving the furniture within your home),
it may not operate properly, and in such circumstances we will not be responsible for any
resulting failure of the Security and Monitoring Service.
(d) If the law in your area requires that you hold a license or permit for the installation,
use or monitoring of the Security and Monitoring Service, you agree to maintain such
a license or permit and provide us with your license or permit number if we request it.
In some areas, we may be able to obtain a required license or permit on your behalf.
You will be responsible for the cost of any license or permit described in this paragraph.
(e) If a fire alarm system has been installed, I certify that all costs attributable to making
the fire alarm system operable for the residence identified by this document, including
sale and installation costs do not exceed five hundred dollars ($500.00). The fire alarm
system available to you as a Security and Monitoring Service customer are not intended
to replace fire alarm systems that are required in order to satisfy building code and fire
protection similar requirements in your area. We recommend that you have and maintain
a fire alarm system throughout your home in addition to that that you purchase from Time
Warner Cable in connection with the Security and Monitoring Service.
(f) You are responsible for determining the Security and Monitoring Service package (and
any optional services) that best meet your needs. We have not provided you with advice
on whether the services you have selected are appropriate for you and we cannot accept
any responsibility for your choices.
6. If You Have Service Problems,
You May Be Entitled to a Credit
(a) We will attempt to correct Security and Monitoring Service problems caused by the
Time Warner Cable Equipment or Software but we are not required to install, service or
replace other equipment (including Customer Owned Equipment) or software. Depending
on the circumstances, we may charge you for service calls.
(b) TWC has no liability for service interruptions except that, if you lose your Security
and Monitoring Service for more than 24 consecutive hours and the cause of the outage
was within our reasonable control, we will provide you a credit for that period if you
request one. All credit requests must be made within 30 days of your next bill following
the outage or service issue.
(c) We have no obligation to compensate you for service problems that are beyond our
reasonable control. Examples of problems beyond our reasonable control include those caused
by storms and other natural disasters, vandalism, terrorism, regulations or governmental acts,
fires, civil disturbances, electrical power outages, computer viruses or strikes.
7. Our Services are Not Guaranteed
and Our Liability is Limited
(a) We operate the Security and Monitoring Service, which is electrically powered, over our
broadband network. If, for any reason, the Equipment or any portion of our cable system
is unable to carry broadband communications (for example, due to power or equipment
problems) or if your home or area experiences power or equipment problems, the Security
and Monitoring Service may not work correctly or may not work at all.
(b) The Security and Monitoring Service may include a battery and/or a wireless backup
designed to enable communication with our central monitoring office during some
types of outages. However, these backups may not work correctly, or may not work at
all. The availability of a wireless backup depends on the availability and quality of wireless
coverage in your area and the status of our arrangements with any wireless providers
that may provide such coverage.
(c) We will conduct cable system maintenance from time to time that may interrupt the
Security and Monitoring Service.
(d) IF YOU HAVE PROBLEMS WITH CUSTOMER OWNED EQUIPMENT, YOU MAY BE
ENTITLED TO A WARRANTY PROVIDED BY THE ORIGINAL MANUFACTURER. FOR SO
LONG AS YOU CONTINUE TO RECEIVE THE SECURITY AND MONITORING SERVICE, WE
WILL ADMINISTER THE ORIGINAL MANUCTURER’S WARRANTY AS THE
MANUFACTURER’S DESIGNATED REPRESENTATIVE. TERMINATION OF YOUR SECURITY
AND MONITORING SERVICE DOES NOT AFFECT THE ORIGINAL MANUFACTURER’S
WARRANTY, ONLY OUR ADMINISTRATION OF IT. A COPY OF THE ORIGINAL
MANUFACTURER’S WARRANTY FOR CUSTOMER-OWNED EQUIPMENT IS AVAILABLE FOR
INSPECTION BEFORE SALE AT OUR WEBSITE OR UPON YOUR WRITTEN REQUEST.
OTHER THAN THE ADMINISTRATION OF ANY WARRANTY PROVIDED BY THE ORIGINAL
MANUFACTURER, TWC PROVIDES NO WARRANTIES WITH RESPECT TO THE CUSTOMER
OWNED EQUIPMENT.
(e) EXCEPT FOR ANY LIMITED WARRANTY PROVIDED BY THE ORIGINAL MANUFACTURER,
WE PROVIDE CUSTOMER-OWNED EQUIPMENT TO YOU ON AN “AS IS” BASIS
WITHOUT ANY WARRANTIES OF ANY KIND, INCLUDING SO-CALLED “IMPLIED”
WARRANTIES (SUCH AS WARRANTIES OF MERCHANTABILITY OR FITNESS FOR
A PARTICULAR PURPOSE). OUR SERVICES ARE NOT GUARANTEED TO WORK OR TO BE
ERROR-FREE. THE SERVICES, EQUIPMENT AND SOFTWARE ARE PROVIDED “AS IS” AND
“AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND. THIS INCLUDES SO-CALLED
“IMPLIED WARRANTIES” (SUCH AS THOSE OF MERCHANTABILITY OR FITNESS FOR
A PARTICULAR PURPOSE). AMONG OTHER THINGS, WE DO NOT WARRANT THAT THE
SECURITY AND MONITORING SERVICES, THE EQUIPMENT OR THE SOFTWARE WILL
PREVENT OR PROTECT AGAINST ANY LOSS, DAMAGE OR INJURY TO ANY PERSON OR
ANY PROPERTY UNDER ANY CIRCUMSTANCES. IF THE LAW WHERE YOU LIVE SAYS
WE CAN NOT EXCLUDE CERTAIN WARRANTIES, THEN THOSE WARRANTIES ARE NOT
EXCLUDED.
(f) WHEN YOU PURCHASE SECURITY AND MONITORING SERVICES OR EQUIPMENT
FROM US, YOU ARE NOT PURCHASING INSURANCE. YOU ASSUME ALL RISKS FOR
LOSSES OR DAMAGES TO PEOPLE, PREMISES AND BELONGINGS. YOU WILL INSURE
AGAINST SUCH RISKS BY PURCHASING INSURANCE FROM A QUALIFIED INSURANCE
COMPANY.
(g) EXCEPT FOR THE SERVICE INTERRUPTION CREDITS DESCRIBED IN SECTION 4 OF
THIS AGREEMENT, TWC WILL NOT BE LIABLE TO YOU FOR ANY LOSSES OR DAMAGES
OF ANY KIND BASED ON BREACHES OF THIS AGREEMENT OR YOUR RELATIONSHIP
WITH US, REGARDLESS OF THE BASIS OF ANY CLAIM, INCLUDING LOSSES OR DAMAGES
CAUSED BY OR CONTRIBUTED TO BY OUR NEGLIGENCE (INCLUDING IN SELECTING,
INSTALLING AND MONITORING THE EQUIPMENT) OR OUR ACTIONS OR FAILURE TO
ACT UNDER ANY CIRCUMSTANCES (INCLUDING IN RESPECT OF SCHEDULING AND
KEEPING INSTALLATION AND SERVICE CALLS).
(h) TWC WILL NOT BE REQUIRED TO PROVIDE COMPENSATION TO YOU IN EXCESS
OF $1,000 UNDER ANY CIRCUMSTANCES. TWC WILL NOT BE LIABLE TO ANY THIRD
PARTY, INCLUDING YOUR INSURANCE COMPANY, AS A RESULT OF PROVIDING
YOU WITH THE SECURITY AND MONITORING SERVICES, THE EQUIPMENT OR THE
SOFTWARE. YOU WAIVE (IN OTHER WORDS, GIVE UP) ANY RIGHT YOU MAY HAVE TO
GIVE YOUR INSURANCE COMPANY THE POWER TO SUE TWC (WHICH IS KNOWN AS
“SUBROGATION”).
(i) IF YOU RECOVER ANY LOSSES OR DAMAGES FROM AN INSURANCE COMPANY IN
CONNECTION WITH ANY CLAIM THAT RELATES TO OUR PROVISION OF THE SECURITY
AND MONITORING SERVICE, THE EQUIPMENT OR THE SOFTWARE, YOU RELEASE TWC
FROM ANY OBLIGATION TO PAY YOU ANY SUCH AMOUNTS AND FOR ALL INSURANCE
DEDUCTIBLES RELATING TO THE POLICY GIVING RISE TO SUCH RECOVERY.
8. You are Agreeing to Limit Your Legal Rights
(a) You waive (in other words, give up) the right to commence any proceeding against TWC
if the relevant events occurred more than one year earlier. This waiver is not enforceable,
and the normal statute of limitations in your area will apply, if you notified TWC in writing
of the events giving rise to the proceeding within one year of their occurrence.
(b) Under Section 15 of the Residential Services Subscriber Agreement, each of us agrees
to submit certain Disputes to the American Arbitration Association for resolution under
its Commercial Arbitration Rules or, by separate mutual agreement, to another arbitration
institution. You may opt out of this arbitration provision. If you do so, neither you nor TWC
can require the other to participate in an arbitration proceeding. To opt out, you must
notify TWC in writing within 30 days of the date that you first became subject to this
arbitration provision. You must use one of these addresses to opt out:
Time Warner Cable
60 Columbus Circle, Rm 16-364
New York, NY 10023
Attn: Arbitration Opt-out
or
http://help.twcable.com/html/policies.html/arbitration-opt-out.html
(c) Any Dispute involving an individual’s claim for property damage in excess of $25,000,
personal injury or death that arises out of or relates to our having provided the Security
and Monitoring Service, the Software or the Equipment to you, must be brought in a
court of law having appropriate jurisdiction and may not be submitted to arbitration.
9. Definitions
(a) “Addendum” means this Security and Monitoring Services Subscriber Agreement, as
amended from time to time, together with your Security and Monitoring Service Order
and Consent to Subscriber Agreement.
(b) “Customer-Owned Equipment” means the door and motion sensors, and other
detectors and related equipment that you purchase from us for use inside your premises
in connection with the Security and Monitoring Service.
(c) “Equipment” means Security and Monitoring Equipment and other equipment utilized
in connection with the Security and Monitoring Service. Equipment does not include
wiring on your premises.
(d) “Security and Monitoring Equipment” means the Time Warner Cable Equipment and
the Customer-Owned Equipment.
(e) “Security and Monitoring Service Order and Consent to Subscriber Agreement”
means the TWC work or service order that identifies the Security and Monitoring Service
package you receive. You were probably provided this service order and consent when we
initiated or last serviced your account but if you require a copy, please contact your local
TWC office.
(f) “Software” refers to the software we provide to you in connection with the Security
and Monitoring Services. This also includes any executable code we provide for use on
our Equipment.
(g) “Time Warner Cable Equipment” means the main control panel and the cable modem
that we provide to you in connection with the Security and Monitoring Service. This
equipment must be returned to us if your Security and Monitoring Service is terminated.
10. Conflicts with Our Other Customer Agreements
(a) The Security and Monitoring Service Addendum forms part of your Time Warner Cable
Residential Services Subscriber Agreement. As a result, the other Customer Agreements
referred to in the Residential Services Subscriber Agreement also apply to the Security
and Monitoring Service.
(b) In the event of a direct conflict between the terms of the Security and Monitoring
Service Addendum and the Residential Services Subscriber Agreement and/or our other
Customer Agreements, the terms of the Addendum shall control but only with respect
to the Security and Monitoring Service.
(c) In the event of a direct conflict between the terms of this document and the Security
and Monitoring Service Order and Consent to Subscriber Agreement, the terms of this
document will control.
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