eero Technical Support Terms

Last Updated: July 7, 2026 – v1.0

These Technical Support Terms (these “Terms”) apply where eero LLC ("eero") has agreed with an entity ("you" or "your") to deliver technical support services for eero Products, eero APIs, and eero Insight (collectively, "eero Support Services"), pursuant to an applicable agreement which references these Technical Support Terms (the "Agreement"). See the Appendix A below for a list of defined terms. Capitalized terms not otherwise defined have the meanings given to them in the Agreement. eero may update these Technical Support Terms from time to time at its sole discretion or as otherwise set forth in the Agreement. Your continued receipt of eero Support Services after modifications become effective constitutes acceptance of the modified Terms.

Section 1 INTRODUCTION

These Terms establish a tiered support framework for both (1) End-Users in respect of Products and (2) your use of eero Services (including eero Insight). You are responsible for providing Tier 1 support (initial triage and resolution of basic end-user inquiries) and Tier 2 support (issue reproduction and root cause analysis). Where issues remain unresolved, your designated Escalation Team may engage eero for Tier 3 support (advanced troubleshooting, log analysis, and engineering-level debugging), or Incident support (severe issues, resolution times, SLAs, and credits). As further detailed below, you are primarily responsible for interactions with your End-Users; eero will interact with your teams.

Section 2 TIER 1 & TIER 2 SUPPORT

You will provide Tier 1 and Tier 2 support to your End-Users. Your support team will be the point of contact for End-Users or Connected Users and will provide responsive, quality support. You will maintain commercially reasonable staffing and resources to deliver this support. For Tier 1 support, you will take initial calls, gather all the information required to triage support requests, and resolve basic questions or simple transactions. You are responsible for all communications with End-Users or Connected Users. For Tier 2 support, you will try to reproduce the issue and determine the root cause, including any areas of failure. If you cannot resolve an issue, it will first be referred to your Escalation Team. If your Escalation Team cannot resolve the issue, your Escalation Team may contact eero for Tier 3 Support. To prepare you to provide Tier 1 and Tier 2 support, eero will provide (i) commercially reasonable “train-the-trainer sessions” (via webinar or web-based meetings) and (ii) training materials for basic product support and troubleshooting.

Section 3 TIER 3 SUPPORT

eero will provide Tier 3 Support only to your Escalation Team. Tier 3 Support includes advanced troubleshooting, detailed log analysis, and engineering debugging. The Authorized eero Price List or your Agreement may limit the amount of Tier 3 Support hours of support per month (“Included Tier 3 Support Hours”) and set charges for support beyond the Included Tier 3 Support Hours. Tier 3 Support does not include training. Issues escalated to Incident status will not count against your Included Tier 3 Support Hours.

Tier 3 Support is available during the operating hours below for general questions from your customer service leads regarding eero Products. Tier 3 Support is available via direct line phone or email (public contact methods are availablehere; direct contact details will also be provided during onboarding). An online help center for End-Users is also available atwww.support.eero.com.

Language of Support: Tier 3 Support will be provided in English unless otherwise agreed by eero in writing.

Scope of Support: eero is not obligated to provide technical assistance if eero determines in its sole discretion that (a) the Product, eero Insight or APIs has not been used according to applicable documentation and warranty requirements; (b) eero cannot, after commercially reasonable efforts, replicate any error or problem in the Product, eero Insight or APIs within its laboratory environment; or (c) a hardware Product is no longer eligible for software security updates from eero. eero does not provide support for third-party software or hardware.

Section 4 INCIDENT SUPPORT

Incident Definition: An “Incident” is a P0, P1, or P2 issue (as classified in Section 5 below) that cannot be resolved through Tier 3 Support. When an issue reaches Incident status, eero will direct your Escalation Team to engage eero’s in-house Incident support team using the procedures below.

Incident Reporting: To report an Incident, your Escalation Team must submit a ticket with all required information to a dedicated email address (provided during onboarding), using the template in Appendix B. eero will engage only with your Escalation Team for Incidents; eero will not communicate directly with your End-Users.

Incident Resolution: eero has sole discretion as to how any Incident is triaged and corrected. eero will use good faith efforts to resolve Incidents but does not guarantee that all Incidents will be resolved. If eero determines that it cannot resolve an Incident that is within scope and is not an Externally Induced Incident, it will promptly notify your Escalation Team and provide reasonable details regarding why the Incident is not resolvable.

Externally Induced Incidents: If eero reasonably determines that an Incident is outside the scope of support or is due to factors beyond eero’s reasonable control (an “Externally Induced Incident”), eero will have no obligation to provide support and will notify you via Incident ticket response. You will be responsible for coordination and resolution of such Externally Induced Incident. eero will provide reasonable assistance to resolve the Externally Induced Incident, including repairs to damaged equipment.

Examples of Externally Induced Incidents include:

● Unavailability or degradation of the Internet connection provided to an End-User

● Power failures or surges

● Issues caused by software, hardware, or networks owned or maintained by you or any other third party

● Damage or misuse excluded under the applicable warranty

● Malicious cyberattacks by third parties against eero services or client devices

Section 5 INCIDENT CLASSIFICATION

Issue Severity and Prioritization: You will determine the severity when filing an Incident based on the classifications below. eero may reclassify the priority level upward or downward after consulting with your Escalation Team.

Impact Level: Impact is defined as the percentage of your End-Users that have reported the same or substantially equivalent Incident over a 48-hour period.

Severity Level – defined as follows:

Incident Classification – the Priority Level 0, 1 or 2 (also referred to as P0, P1 or P2) as determined by reference to the following matrix

Section 6 SLAs

The SLA covers Response and Resolution Times for Incidents properly reported in accordance with the Incident reporting process outlined in this document.

Response and Resolution Times

SLA Failures: If eero fails to respond to or resolve a properly reported Incident within the times stated above, eero will credit you as follows:

Process for Receiving Credits: You must submit a request describing the relevant facts to ar@eero.com. If eero does not dispute the claim within 10 business days after eero’s receipt of the claim, then you may offset the claimed credits against your next payment due to eero following the submission of the credit claim. Credits may only be applied against future payments and will not be paid out in cash

Exclusions: The following are excluded from SLA coverage and credit calculations:

● Incidents that are out of support scope or that are Externally Induced Incidents

● Incidents related to (i) Force Majeure events, or (ii) errors or failures in eero Products that were present and known to you at the time of your distribution or sale of the Product at issue or use of eero Insight or the APIs

● Scheduled maintenance

● Staging, lab or other non-production environments (e.g., beta testers)

Section 7 YOUR OBLIGATIONS

You will use reasonable efforts to isolate errors and collect error and log files to help eero fulfill its obligations under these Terms.

Section 8 LIMITATIONS

Neither eero nor eero’s support representatives will have any obligation to provide support for the following circumstances: (a) Repair or replacement of Product due to (i) an Excluded Cause; (ii) user error or misuse of the Product, eero Insight or APIs; or (iii) causes external to the Product, eero Insight or APIs such as, but not limited to, failure of electrical systems or fire or water damage or hardware failure, operation system software failure or any other damage and failure not caused by eero; or (b) Maintenance or technical services for any third party software or hardware, whether or not such third party software or hardware is provided by eero.

Appendix A DEFINITIONS

Capitalized terms used in these Terms of Use have the meanings given below, unless otherwise defined in your Agreement.

Business day - Monday through Friday every week, excluding US Federal holidays.

Escalation Team - a specialized group within your organization that will communicate with eero’s Tier 3 support representatives and that is solely authorized to submit Incidents to eero’s internal support team.

Excluded Cause - a Product or part of a Product that has been altered or modified (e.g., to alter functionality or capability) by anyone who is not an authorized representative of eero or that is used outside the permitted or intended uses described by eero, with a power supply other than the eero power supply, or with an eero mobile application that has been altered or modified by anyone who is not an authorized representative of eero. In addition, Excluded Causes include (a) damage caused by use of the Product with commercially available non-eero products that have been altered or modified by you, a distributor, an End-User, or a third party other than the manufacturer of such product; (b) damage caused by accident, abuse, misuse, spillage of food or liquid or other external causes; (c) damage caused by operating the Product outside the permitted or intended uses described by eero in its mobile application or in the Help section of the eero website or with improper voltage or a power supply other than the eero power supply; (d) damage caused by service performed by anyone who is not an authorized representative of eero; (e) damage caused by alteration or modification of the eero mobile application; or (f) removed, damaged or tampered labels or any alterations (including the unauthorized removal of any component or external cover).

Incident - Any P0, P1, or P2 error or failure in eero Products, APIs or eero Insight that manifests after deployment to End-Users and that cannot be resolved in Tier 1, 2 or 3 support. Incidents will be classified according to the Incident Classification table in Section 5 of these Terms.

Products - collectively eero hardware, software running on eero hardware, cloud software, and Mobile Applications.

Resolution Time - Time elapsed between the time eero acknowledges an Incident and the time eero provides a fix or workaround to restore the affected service (as measured by when eero marks the Incident as “Resolved” in eero’s issue tracking database).

Response Time - Time elapsed from the time a case is submitted to eero in accordance to the steps outlined in Incident Reporting, until the first non-automated response from eero regarding the issue.

Appendix B INCIDENT REPORTING

For each Priority level, the Provider should send an email to the email address provided by eero as part of onboarding process (formatted as ____-incident@eero.com). eero will communicate confirmation that eero has received the reported support issue and updates concerning remediation efforts in accordance with the eero Technical Support Services schedule.

Escalation of Incidents should include the following:

1. Priority level

2. Issue title

3. Description (as much detail as possible)

4. Impact level

5. Impact % (% of Provider’s End-Users that are affected)

6. Severity level

7. Reproducibility

   1. Steps to reproduce

   2. Frequency of reproduction

   3. Expected results

   4. Actual results

8. Variables (if applicable):

   1. Affected network IDs/Links to affected networks

   2. Version of app

   3. Make/model of mobile device

   4. Make/model of modem

   5. Version of OS on device

   6. eero Firmware version

   7. Any additional notes to give the case more context