MYWATCHTOWER WARRANTY POLICY
Version 1.5 • Effective Date: October 18, 2026
This MyWatchtower Warranty Policy (this “Policy”) sets out how JEKA Software, Inc. (“JEKA”) administers the warranty on MyWatchtower Hardware purchased under a MyWatchtower Community Services Agreement or a JEKA Integrator Partner Agreement (each, the “Agreement”). The Agreement states the warranty itself. This Policy states the scope of the warranty, the procedure for reporting an issue, the basis on which JEKA determines coverage, and the procedure for a warranty visit.
1. Definitions; Order of Precedence
1.1 Hardware. “Hardware” means the entry kiosks, handheld scanners, cellular gateways, and the components and accessories JEKA sells as hardware. Hardware does not include Third-Party Platform hardware that JEKA lists and sells, such as Brivo and HID controllers (“Third-Party Access Hardware”; Integrator Partner Agreement Section 1.22).
1.2 Community; Integrator; Servicing Integrator. “Community” means the community at whose site the Hardware is used. “Integrator” means an integrator partner that purchases Hardware under an Integrator Partner Agreement. “Servicing Integrator” means the integrator partner named as the Servicing Integrator on a Community’s Order Form or Service Order.
1.3 Other Terms. Capitalized terms used but not defined in this Policy have the meanings given in the Agreement.
1.4 Order of Precedence. In the event of any conflict between this Policy and the Agreement, the Agreement controls.
2. The Warranty; Exclusive Remedy; Disclaimer
2.1 Warranty Period. JEKA warrants Hardware against defects in materials and workmanship for the period the Agreement states (the “Warranty Period”), which is 12 months from delivery under a Community Services Agreement, as evidenced by the carrier’s record of delivery, and 12 months from shipment under an Integrator Partner Agreement.
2.2 Repair or Replacement. During the Warranty Period, JEKA will, at its option, repair or replace Hardware that fails because of a defect in materials or workmanship.
2.3 Exclusive Remedy. REPAIR OR REPLACEMENT UNDER AN APPROVED RETURN MERCHANDISE AUTHORIZATION, OR A WARRANTY VISIT JEKA SCHEDULES UNDER SECTION 8, IS JEKA’S SOLE OBLIGATION AND THE SOLE AND EXCLUSIVE REMEDY FOR ANY WARRANTY CLAIM.
2.4 Disclaimer of Other Warranties. TO THE EXTENT THE AGREEMENT SO PROVIDES AND TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, THE EXPRESS HARDWARE WARRANTY IN THE AGREEMENT IS EXCLUSIVE AND IS IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT, ALL OF WHICH JEKA DISCLAIMS.
3. Exclusions
3.1 Causes. The warranty does not cover damage or failure caused by: (a) improper installation; (b) site power conditions; (c) water or debris ingress resulting from an installation defect; (d) vandalism, accident or abuse; or (e) modification or unauthorized repair.
3.2 Items JEKA Does Not Provide. The warranty does not cover software, connectivity or network equipment that the Community or its contractors provide, or any other item JEKA did not provide, including without limitation site electrical power, third-party internet and telecommunications, site network infrastructure, wiring, gate hardware and gate operators, mounting structures and pedestals, third-party devices, and installation work.
3.3 Not Defects. Ordinary wear and tear, cosmetic damage that does not affect function, and consumables are not defects.
4. Other Equipment; HID Products
4.1 Manufacturer’s Warranty Only. Equipment other than Hardware that JEKA resells, such as cameras, video recorders, routers, network switches, power supplies, enclosures, and Third-Party Access Hardware, carries its manufacturer’s warranty only, and JEKA’s own warranty does not apply to it. An issue with Third-Party Access Hardware is reported to JEKA under Section 5.
4.2 HID Products. HID Global Corporation (“HID”) manufactures the HID products JEKA resells to Integrators. HID accepts no warranty claim or support request from a Community or an Integrator. An issue with an HID product is reported to JEKA under Section 5, and JEKA troubleshoots the issue first and then submits a covered claim to HID.
4.3 Installation; Information. The installer must install each HID product in accordance with HID’s documentation, and the reporting party must provide JEKA the troubleshooting information and log files JEKA requests.
4.4 HID Exclusions. HID’s warranty does not cover a product that: (a) was installed other than in accordance with HID’s documentation; (b) was modified without HID’s authorization; or (c) had its serial number or decals removed or altered.
4.5 HID Charges. If HID examines a returned unit and determines that it is not defective or not covered, HID assesses a minimum charge and bills its shipping and handling, and JEKA passes those charges through to the party that returned the unit.
4.6 HID Advance Replacement. If a replacement HID unit ships before the failed unit is returned, the failed unit must be returned to JEKA within 15 days after the replacement is delivered, and a unit not returned within that period is invoiced at HID’s then-current list price.
5. Reporting an Issue
5.1 How to Report. An issue must be reported to JEKA support through the ticketing portal at support.jekasoftware.com or by email to support@jekasoftware.com. The report must identify the Community, the site, the Hardware and its serial number, describe the failure, and include any available photographs.
5.2 Who Reports. A Community reports directly or through its Servicing Integrator. An Integrator reports for the Hardware it purchased.
5.3 Ticket; Remote Work. JEKA opens a ticket for each report and works the issue remotely first.
6. Coverage Decisions
6.1 Review; Written Decision. JEKA reviews the ticket, the Hardware’s service history and any remote diagnostics, and then notifies the reporting party in writing whether the issue is covered and, if it is not covered, the reason.
6.2 Resolution. JEKA resolves a covered issue by remote correction, by return under Section 7, or by a Warranty Visit under Section 8, as JEKA determines.
6.3 Issues Not Covered. Section 8.5 governs any work on an issue that is not covered.
7. Returns (RMA)
7.1 RMA Number. A report under Section 5 constitutes the request for a return merchandise authorization (“RMA”) number. Where a covered issue is resolved by return, JEKA issues the RMA number on the ticket. JEKA may refuse Hardware returned without an RMA number.
7.2 Freight. JEKA pays the freight both ways on a covered issue. On any other return, the Community or the Integrator pays the freight to JEKA.
7.3 Advance Replacement. Where JEKA determines that an advance replacement is warranted, JEKA may ship a replacement before it receives the failed unit, and the failed unit must be returned within 15 days after the replacement is delivered. JEKA will invoice the replacement at the price the buyer paid for the failed unit if: (a) the failed unit is not returned within that period; or (b) JEKA determines, when the failed unit arrives, that the issue is not covered.
8. Warranty Visits
8.1 Scheduling. Where a covered issue cannot be resolved remotely or by return, JEKA schedules a visit by the Community’s Servicing Integrator (a “Warranty Visit”).
8.2 Performance. The Servicing Integrator performs each Warranty Visit under its own licenses, as an independent licensed contractor, under its own agreement with JEKA.
8.3 Payment; No Charge to the Community. JEKA pays the Servicing Integrator for Warranty Visits as that agreement provides, and that payment is the manufacturer’s remedy under the Hardware warranty. A Warranty Visit is at no charge to the Community.
8.4 JEKA’s Role. JEKA does not perform or bill installation, repair or other on-site work, does not hold itself out as a contractor for that work, and nothing in this Policy makes JEKA a contractor for that work. JEKA is a technology provider, not a security, guard, or protection service. No product name, service name, or marketing description modifies this Policy.
8.5 Other Work. A visit that JEKA has not scheduled, and any work outside the warranty, is solely between the Community and its contractor. The Community arranges that work with its Servicing Integrator or another licensed contractor of its choice, under that contractor’s own agreement and prices.
8.6 Removal After a Satisfaction Window Termination. Where a Community terminates its Community Services Agreement under its Satisfaction Window (Community Services Agreement Section 14.5), JEKA schedules the Servicing Integrator’s removal of the Hardware JEKA repurchases, at no charge to the Community.
9. Shipping; Title and Risk of Loss
9.1 FOB Origin; Title and Risk of Loss. Hardware ships FOB Origin from JEKA’s facility, and title and risk of loss pass to the buyer on delivery to the carrier.
9.2 Shipping Damage and Shortages. The buyer must report shipping damage and shortages to JEKA within 5 business days after delivery, and JEKA will assist with the carrier claim.
10. Records
10.1 Warranty Records. JEKA maintains the ticket, its coverage decision, the RMA and the visit record for each warranty claim, and provides the Community or the Integrator a copy on request.
11. Changes to this Policy; Questions
11.1 New Versions. JEKA may publish a new version of this Policy from time to time.
11.2 Governing Version. For a Community, the version stated on its Order Form governs the Hardware purchased under that Order Form, unless the parties agree otherwise in writing; where the Order Form states no version, the version in force when the warranty claim is made governs. For Hardware an Integrator purchases on a Service Order, the version that Service Order states governs and, where it states none, the version in force when the warranty claim is made governs, as Integrator Partner Agreement Section 7.2 provides.
11.3 Questions. Questions about this Policy may be directed to legal@jekasoftware.com.