• Civil works of any kind (e.g., trenching, coring, cutting, ducting, backfilling, painting, patching, false ceiling works).
• Server configuration and router setup unless explicitly stated in our proposal.
• Any construction-related activity not shown in the BOQ/drawings.

If required, these services must be arranged separately by the client or issued as a variation with a prior written agreement on costs.

• Provide a clean, secure room space and safe access for works.
• Ensure stable AC power, UPS, building grounding/earthing, and suitable air conditioning where equipment will be installed.
• Ensure site accessibility to all areas for installation during working hours.

• Delivery/implementation schedule starts upon (i) receipt of a confirmed Purchase Order and (ii) receipt of the advance payment stated in our quotation.
• Any delays in approvals, access, prerequisite works, or payments may extend the schedule accordingly.

Hardware Warranty

• OEM hardware warranty: 24 months from handover (or as per manufacturer’s terms, whichever is longer/contracted).
• DOA/Defect during the first 30 days: like-for-like replacement in line with vendor policy.

Workmanship Warranty

• Installation workmanship: 90 days from handover.

Software & Configuration

• Configuration issues and corrective updates covered during the warranty period.
• Firmware/security updates provided when available from OEMs.

Support Channels & Hours

• Phone (Support): 011-115-152-706
• Email (Support): support@horizonwavestech.com
• Hours: Sat–Thu, 9:00–17:00 (KSA).
• Commercial/Sales: +966-115-152-707
• sales@horizonwavestech.com
• horizonwavestech.com

SLA (Standard, included)

• Remote response: within 4 business hours.
• On-site response: next business day (metro areas; others by agreement).
• Resolution: best-effort; dependent on parts availability and OEM RMA timelines.

Optional SLA Upgrades (if required)

• Extended hours, faster on-site response, spare-on-shelf, and preventive maintenance visits can be added as a paid annual support plan.

RMA Process

• Log a ticket (email/phone) with product serial number, proof of purchase, fault description, and photos/logs where applicable.
• Horizon Waves will coordinate diagnosis/RMA with the OEM and arrange repair or replacement as per policy.

• Any change to scope/specs, quantities, cable routes, device locations, or interfaces must be requested in writing.
• Horizon Waves will issue a Variation Order (VO) for client approval before execution.

• These terms form part of our quotation and supersede any prior terms or understandings unless otherwise agreed in writing.
• Payment terms as stated in the financial offer; schedule begins from PO + advance.
• Governing law and dispute resolution as per the contract/purchase order.