Warranty Policy

DLS-owned Customer Premise Equipment (CPE)

DLS maintains the CPE included with your Internet service. If this equipment fails, DLS will replace it at no charge. This includes VoIP handsets and any other networking equipment.

Additional CPE Purchased From DLS

Any additional networking equipment purchased from DLS has a one (1) year warranty. DLS will replace a faulty item for up to 1 year. DLS will provide technical support on these products as long as they are in service. If it is determined that the unit is faulty and requires replacement after one year, the client is responsible for replacing it.

On-Site Dispatches

DLS’ technical staff can resolve most of the support problems over the phone. If all troubleshooting steps have been taken and the problem still exists, an on-site dispatch may be required. These services are provided at no additional charge. However, if the technician determines the problem was outside DLS’s responsibility, the customer will be billed on their next statement. Residential customers will be billed at $85/hour between 7 am and 7 pm and time and a half between 7 pm and 7 am. Business customers will be billed at $125/hour between 7 am and 7 pm and time and a half between 7 pm and 7 am.

Below are areas of customer responsibility:

  • Internal wiring: This includes all phone and network cabling beyond DLS-owned equipment.
  • Customer-owned CPE: Any devices installed beyond DLS-owned equipment. This includes, but is not limited to, routers, computers, phones, switches, and hubs.
  • Computer Upkeep: It is paramount to keep your computer up to date with the latest security updates and patches. Many resources are available to ensure your computer stays safe on the Internet. However, keeping your computer up to date is not DLS’ responsibility. Therefore, dispatches due to computer viruses or spyware will be billed for.
  • Equipment Relocation: At some point, a customer may rearrange their home or business. This may include moving the equipment provided by DLS. DLS does not recommend that customers attempt this themselves and would prefer that DLS perform the relocation. Since this does require a dispatch, it is billable. If the client tries to move the equipment and damages it, they will be charged for the dispatch and replacement of the equipment.
  • Surge Protection: It is strongly recommended that the client have available ports on their surge protector for DLS-owned equipment. If equipment is damaged due to a power surge, the client will be billed for the replacement equipment.