Customer Terms & Conditions

Unless otherwise stated in writing, the initial customer term is five years beginning on the date the applicable quote, proposal, or order form is accepted by Customer.

Any software, cloud, device, camera, analytics, monitoring, or support licensing included in the quote shall remain active for the term stated in the approved quote.

At the end of the five-year term, Customer may be required to renew applicable licensing, subscriptions, support, or managed services to continue using certain system features.

Aura Security will provide the products, licensing, configuration, implementation, and support described in the approved quote, proposal, order form, or written project document.

Unless specifically included in writing, the following are not included:

1. Electrical work
2. Permits or inspection fees
3. Conduit, trenching, coring, or structural work
4. Fire stopping
5. Network remediation
6. Customer internet, firewall, or IT changes
7. Replacement of defective existing equipment
8. Work outside normal business hours
9. Additional devices, licenses, integrations, programming, reports, or training
10. Install network cabling
11. Install or replace cameras
12. Any work not specifically listed in the approved quote or proposal

Customer agrees to provide reasonable cooperation so Aura Security can complete the work, including:

1. Access to the facility and work areas
2. Access to required network, IT, and security contacts
3. Power, internet, network connectivity, IP addressing, and firewall access as needed
4. Accurate information about existing systems and site conditions
5. Timely review and approval of layouts, configurations, users, alerts, reports, and integrations
6. A safe work environment for Aura Security personnel and subcontractors
7. Required escorts, badges, infection control clearances, or hospital-specific access requirements
8. Timely payment of all invoices

Delays caused by Customer, Customer vendors, site restrictions, network issues, approval delays, or incomplete information may result in additional charges or schedule changes.

Any change to the approved quote, equipment list, licensing, installation plan, system configuration, integration requirements, project schedule, or service deliverables may require a written change order.

Change orders may be required for:

1. Additional equipment, devices, licenses, materials, or software
2. Additional labor, programming, engineering, configuration, project management, support, or training
3. Changes to device locations, cabling routes, mounting locations, door counts, camera counts, or system design
4. New or modified integrations
5. Additional analytics, alerts, dashboards, reports, video walls, users, permissions, or workflows
6. Delays caused by Customer, Customer vendors, lack of access, incomplete information, or approval delays
7. Unsuitable existing infrastructure, hidden conditions, code issues, defective equipment, or unsafe work conditions
8. Return trips, remobilization, expedited delivery, or schedule acceleration
9. Work outside normal business hours unless already included in writing
10. Any requirement not included in the approved quote or proposal

Aura Security is not required to perform work outside the approved scope until the change order is approved in writing.

Email approval from an authorized Customer representative may be accepted for urgent or time-sensitive changes.

Customer agrees to pay the amounts stated in the approved quote, proposal, order form, or invoice.

Unless otherwise stated in writing:

1. Hardware, software, licensing, and third-party subscriptions are invoiced and due prior to shipping.
2. Any additional professional services may be invoiced by milestone, progress billing, or completion.
3. Late balances may result in suspension of service, support, remote access, or project work after written notice.
4. Customer is responsible for applicable taxes, freight, shipping, permit fees, and other charges unless specifically included in the approved quote.

Customer owns hardware purchased from Aura Security after full payment is received.

Software, cloud services, subscriptions, analytics, firmware, and third-party platforms are subject to the applicable manufacturer or software provider's terms.

Aura Security retains ownership of its templates, processes, methods, documentation formats, configuration standards, project management tools, and proprietary know-how.

Many systems provided by Aura Security rely on third-party manufacturers, software providers, cloud platforms, licensing services, and support programs.

Customer understands that third-party products and services may be subject to:

1. Manufacturer terms and conditions
2. End-user license agreements
3. Privacy policies
4. Cloud service availability
5. Software updates
6. Subscription renewal requirements
7. Product lifecycle or end-of-support changes
8. Manufacturer warranty terms
9. License counts cannot be reduced during the term of the contract.

Aura Security is not responsible for manufacturer outages, software defects, product discontinuation, licensing changes, cloud interruptions, or third-party service limitations unless caused by Aura Security's own negligence.

Aura Security will provide support for systems sold, installed, implemented, or supported by Aura Security, subject to the applicable quote or support plan.

Support requests may be submitted through Aura Security's ticketing portal, by email at [email protected], or by phone at 843.994.6940.

Support may include reasonable assistance with system settings, users, permissions, alerts, analytics, reports, video walls, workflows, troubleshooting, and general feature configuration during the active contract term.

Aura Security will provide reasonable training as stated in the approved quote or project document.

The project or system will be considered accepted upon the earliest of:

1. Customer's written approval
2. Customer's beneficial use of the system
3. Five business days after Aura Security notifies Customer that the system is substantially complete, unless Customer provides written notice of a material issue

Minor punch list items that do not prevent normal use of the system will not delay acceptance.

Customer understands that security systems, video systems, access control systems, alarms, sensors, analytics, AI tools, and monitoring services are intended to reduce risk and improve visibility.

They do not eliminate all risk.

Aura Security does not guarantee that any system will prevent, detect, deter, or stop all crime, violence, theft, vandalism, unauthorized access, workplace incidents, patient incidents, employee incidents, loss, injury, or emergency events.

Customer remains responsible for its own security policies, staffing, procedures, response plans, investigations, emergency protocols, and internal controls.

Customer owns its video footage, access control records, event logs, incident data, and other security system data, except for Aura Security's proprietary materials and third-party platform rights.

Customer is responsible for determining:

1. Who may access system data
2. How long video and event data should be retained
3. Whether signage, consent, or internal policy updates are required
4. Whether video may be shared internally, externally, or with law enforcement
5. Whether patient, visitor, employee, or privacy rules apply

Aura Security may access Customer systems only as needed to provide support, troubleshooting, configuration, maintenance, or managed services.

If Customer is a healthcare organization, Customer may be subject to HIPAA and other privacy laws.

Aura Security does not intend to access, create, receive, maintain, or transmit protected health information ("PHI") unless specifically required by the services and agreed to in writing.

If Aura Security is required to access, create, receive, maintain, or transmit PHI on behalf of Customer, the Parties will execute a separate Business Associate Agreement before such access occurs.

Customer is responsible for identifying any areas, systems, video feeds, workflows, or data that may involve PHI or other sensitive healthcare information.

Aura Security will use commercially reasonable practices when configuring systems within its scope.

Customer is responsible for its own network security, firewall settings, VLANs, endpoint security, passwords, user access, internet service, backups, cybersecurity policies, and IT compliance requirements.

Aura Security is not responsible for cyber incidents caused by Customer network vulnerabilities, compromised credentials, third-party software, internet service providers, unauthorized users, Customer personnel, failure to apply updates, or systems outside Aura Security's control.

Aura Security warrants that its services will be performed in a professional and workmanlike manner.

Manufacturer warranties apply to hardware, software, and third-party products to the extent provided by the manufacturer.

Aura Security does not provide warranties beyond manufacturer warranties and the limited service warranty stated in these Terms.

Aura Security does not warrant that any system will be uninterrupted, error-free, immune from cyber threats, compatible with all third-party systems, or capable of detecting every event.

To the maximum extent permitted by law, Aura Security will not be liable for indirect, incidental, special, consequential, exemplary, punitive, or lost-profit damages.

This includes loss of business, loss of goodwill, loss of use, loss of data, reputational harm, business interruption, or loss related to security events.

To the maximum extent permitted by law, Aura Security's total liability will not exceed the amounts paid by Customer to Aura Security for the specific product or service giving rise to the claim during the twelve months before the event giving rise to liability.

This limitation does not apply to payment obligations, confidentiality obligations, gross negligence, willful misconduct, or liability that cannot be limited by law.