Service Level Agreement (SLA) - Fixed Wireless Access

1. Service Scope & Limitations

Arc Technologies Group LLC (“Arc Technologies”) provides Fixed Wireless Access (FWA) internet service via third‑party wireless carriers (“Carrier”). Arc Technologies does not own or control Carrier networks and is not liable for outages, speed changes, congestion, coverage changes, or any performance issues caused by Carrier network management, environmental factors, maintenance, emergencies, weather, or force majeure events. Service availability depends on Carrier infrastructure and policies, which may change without notice.

Use of the Service is subject to the Carrier’s Acceptable Use Policy (“Carrier AUP”) and End User Terms (“Carrier T&C”), which are incorporated by reference. The Service may be subject to Carrier usage limits, optimizations, or policy changes without prior notice to Arc Technologies. Service is for lawful purposes only; Arc Technologies may suspend or terminate Service without liability for violations of this Agreement, Carrier policies, or applicable law.

2. Equipment

2.1 Ownership. All modems, gateways, routers, or other Customer‑Premises Equipment (“Equipment”) supplied by Arc Technologies remain the property of Arc Technologies unless explicitly sold to Customer. Customer receives a limited, non‑transferable license to use Equipment solely to access the Service.

2.2 Right to Reclaim. Arc Technologies may reclaim Equipment at its discretion upon: service end; non‑payment; violation of this Agreement; or if Equipment is damaged or malfunctioning. Arc Technologies will provide notice and return instructions.

2.3 Rental Pricing Changes. Equipment rental pricing may change. Notice will be provided via account contact information; continued use constitutes acceptance of new pricing.

2.4 Liability; Replacement. Customer is financially responsible for accidental or incidental damage, misuse, neglect, loss, or theft. Replacement will be billed at manufacturer’s suggested retail price (MSRP). Equipment is covered for malfunction under normal use when installed as directed; unauthorized modifications void support.

2.5 Return of Equipment. Upon termination, Customer must return Equipment (with power cords, Ethernet cables, SIMs and all accessories) in good working order. Customer must: (a) package securely; (b) ship using the prepaid label provided by Arc Technologies to the designated address; and (c) provide proof of shipment. Returns without an RMA number will not be accepted. Failure to return results in replacement charges.

2.6 Maintenance & Support. Arc Technologies maintains and supports provided Equipment. Customer must promptly contact support for issues; Arc Technologies will provide troubleshooting and may ship replacements at its discretion.

2.7 Security & Privacy. Customer must not modify or circumvent physical or digital security features. Doing so may result in immediate termination.

2.8 Amendments. Equipment terms may be updated; continued use after notice indicates acceptance.

3. Fees, Payment & Nonpayment

3.1 Setup Fees. At enrollment, a one‑time Setup Fee may apply per plan for installation, activation, administrative processing, and Equipment. The Setup Fee does not confer ownership of Equipment.

3.2 Monthly Invoices & Autopay. Arc Technologies may implement monthly service fees upon thirty (30) days’ notice. When fees apply, invoices are generated between the 1st and 5th of each month and autopay with a valid payment method on file is required. Billing continues until Arc‑owned items are returned and verified.

3.3 Rate Changes. Arc Technologies may change rates and terms upon at least 30 days’ email notice to the account holder. For term agreements, changes apply at renewal; for month‑to‑month, the next billing cycle. Customer may terminate due to rate change by emailing care@arcsolves.com.

3.4 Nonpayment. If payment is not collected by the due date, Service may be disconnected until the balance is paid in full; reactivation may require fees.

3.5 Bank Fees & Collection Attempts. Customer is responsible for any bank fees. Customer must ensure sufficient funds. Arc Technologies may attempt to collect outstanding amounts daily until paid.

3.6 Debt Collection. Arc Technologies may transfer unpaid balances and necessary data to a third‑party debt collection agency to recover amounts due for services or unreturned/damaged Equipment. Additional collection fees may apply.

3.7 Credit Card Chargebacks. Filing a chargeback for authorized charges may result in immediate suspension of Service until the issue is resolved. A non‑refundable $25 chargeback fee applies per dispute.

3.8 Billing Dispute Process. If Customer disputes a charge, Arc Technologies may provide the financial institution with relevant records (agreements, orders, communications, tracking, usage, and call recordings where applicable) for resolution.

4. Cancellations & Refunds

4.1 How to Cancel. To cancel, Customer must email care@arcsolves.com. Phone or chat requests are not recognized as formal notice. Arc Technologies will issue Return Merchandise Authorization (“RMA”) instructions.

4.2 Multiple Subscriptions. Each piece of Equipment may have its own subscription. Customer must return each device to stop billing for that device.

4.3 14‑Day Grace Period (RMA Pause). Once RMA instructions are issued, the subscription is paused for 14 days. Equipment must be received by Arc Technologies’ warehouse within this period; otherwise, the subscription restarts and billing resumes.

4.4 Equipment Condition. Equipment must be returned without prohibited modifications (e.g., adhesives, tape, stickers) and free from excessive scratches, dirt, dents, glue, pet hair, tobacco stains/odors, jammed SIMs, disassembly, or missing parts. Unsatisfactory returns incur fees up to full retail value.

4.5 Replacement Equipment. If Equipment fails under normal use, Arc Technologies will replace it at no cost. If installation requires special technician assistance and Customer followed instructions, a fee waiver applies; otherwise, a flat $150 per unit plus travel may be charged. The non‑functioning Equipment must be returned within 30 days of receiving the replacement or it will be billed as lost.

4.6 Money‑Back Guarantee. If Customer is not satisfied within 14 days of installation/activation, Customer may request early cancellation by emailing care@arcsolves.com. Upon termination, Arc Technologies will refund 50% of the initial setup fee and any service‑related charges. Refunds will be issued (e.g., via ACH) within 30 days after processing.

4.7 Early Termination After 14 Days. After the 14‑day guarantee, cancellations are non‑refundable and Customer remains responsible for the full month’s payment. If under a term, early termination fee (ETF) equals the greater of $250 or 50% of the remaining months’ total.

5. Service Performance

5.1 Congestion Management. Arc Technologies does not own or operate the Carrier network and does not engage in network congestion practices; Carriers may. Carrier practices may affect speed and availability.

5.2 Speed of Service. Speed rates depend on cellular coverage and Equipment capabilities. Maximum speeds are under optimal conditions and vary. Plans may have Carrier‑set speed limits. Throughput is not guaranteed; uplink speeds may be less than downlink.

5.3 Data Limitations & Fair Use. Service includes unlimited data subject to fair use, currently up to 1TB per month per service. After that, Provider may throttle, limit, or pause Service until usage aligns with guidelines; repeated overuse may result in termination without ETF and with a prorated refund of any remaining full days of service.

5.4 Prohibited Applications. Without prior approval: continuous video streaming, public/guest Wi‑Fi, reselling of service, and web hosting systems are prohibited.

5.5 Application‑Specific Behavior. Arc Technologies does not block or rate‑control specific protocols; Carriers may. Review Carrier disclosures for application‑specific practices.

5.6 Technical Support. Arc Technologies supports only Arc‑provided devices and subscriptions. It does not support third‑party routers, complex networks, telephone lines, or third‑party software, and is not responsible for issues due to malware/viruses on Customer devices. Onsite support is not provided.

5.7 Device Attachment Rules. Only original Equipment supplied by Arc Technologies may be used to access the Service for the duration of the membership.

5.8 Installation. Professional installation may be available at additional cost. Arc Technologies is not responsible for special equipment purchased from non‑Arc sources.

5.9 Limitations of Service (No Dedicated Use). Unless Customer has purchased a dedicated service, accounts may not be used for continuous, fixed connectivity or improper techniques to stay connected for excessive periods. Abuse prevention and fair‑use tools (including de‑prioritization and disconnection) may be applied.

6. Privacy & Security

6.1 Arc Privacy. Arc Technologies does not inspect or store personally identifiable traffic content for non‑network‑management purposes. Customer account data is used only to provide and bill for Service and is not sold.

6.2 Carrier Privacy. The Carrier may inspect traffic, store traffic data, or use/share such data per its policies. Customer must review the Carrier’s privacy and open internet disclosures.

6.3 Legal Compliance. Arc Technologies may disclose account and usage information to Carriers or law enforcement as required by law (including lawful intercept obligations) or to protect network integrity and prevent fraud.

6.4 Security. Arc Technologies does not secure Customer devices or networks; Customer is responsible for implementing appropriate security on their systems.

7. Downtime Credits

7.1 Credit Practice. Localized Carrier tower outages may cause service disruption. Where applicable and at Provider’s discretion, downtime credits may be issued from the initial point of contact about the technical issue through resolution. Membership dues remain payable; credits are applied once resolved.

7.2 Requests. Submit requests for downtime credits to care@arcsolves.com. Credits apply only to service fees, not Equipment or other charges.

8. Warranties & Liability

8.1 Disclaimer. SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON‑INFRINGEMENT.

8.2 Limitation. TO THE MAXIMUM EXTENT PERMITTED BY LAW, ARC TECHNOLOGIES SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR LOST PROFITS/REVENUE/DATA. ARC TECHNOLOGIES’ TOTAL LIABILITY IS LIMITED TO THE AMOUNT PAID BY CUSTOMER FOR THE AFFECTED SERVICE IN THE MONTH PRIOR TO THE EVENT GIVING RISE TO THE CLAIM.

8.3 Carrier/Third‑Party Acts. Arc Technologies is not liable for acts/omissions of Carriers or third parties.

9. Dispute Resolution & Governing Law

9.1 Good‑Faith Resolution. The parties will first attempt to resolve any claim or dispute through good‑faith negotiations.

9.2 Binding Arbitration; Venue. If unresolved after sixty (60) days, disputes will be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Rules, held in Orlando, Florida, before a single arbitrator. Judgment on the award may be entered in any court with jurisdiction.

9.3 Small Claims Carve‑Out. Either party may bring an eligible claim in Florida small claims court.

9.4 Attorneys’ Fees. The prevailing party is entitled to reasonable attorneys’ fees and costs.

9.5 Governing Law. Florida law governs this Agreement, without regard to conflict‑of‑law rules; venue is exclusively in Orlando, Florida.

10. Force Majeure & Circumstances Beyond Control

Arc Technologies is not liable for delays, damages, or failures due to events beyond its reasonable control, including acts of governmental bodies, changes in law or Carrier policies, natural disasters, fires, floods, labor disputes, civil disturbances, acts or omissions of third parties, Carrier outages, power failures, or inability to obtain necessary equipment or services.

11. Termination

11.1 By Arc Technologies. Arc Technologies may terminate or suspend Service, with or without cause, including for: breach of this Agreement; violation of law or Carrier policies; nonpayment or history of billing issues; harassment, threats, or abusive language toward staff; spam or abusive calling/messaging; Equipment tampering; data abuse (including torrenting) or other misuse; or actions that threaten network integrity/security. If terminated, Arc may refund a prorated amount of unused prepaid fees.

11.2 By Carrier. A Carrier may terminate or suspend Service immediately for breaches of its AUP, illegal/disruptive use, network harm, abusive conduct towards its staff, court orders, or discontinuation of the service. Customer remains liable for unpaid fees and Equipment charges.

11.3 Customer Obligations on Termination. Customer must pay all accrued charges and return Equipment per Section 2.5.