At EasyHub, we’re committed to making sure you have a smooth and worry-free experience with your Smart Thermostat. This guide explains how our support process works, outlines the roles and responsibilities of both EasyHub and our customers, and includes a RACI matrix to clarify who does what.
Smart Thermostat Disclaimer
EasyHub provides and installs Smart Thermostats as part of our property automation solutions. While EasyHub ensures proper installation, system connection, and provides proof of heating and cooling functionality at the time of installation, the thermostat is only a low-voltage control device and does not directly regulate the performance or operation of HVAC systems.
By proceeding with the installation, the Customer expressly acknowledges and agrees that:
Limited Liability
EasyHub is not responsible for any damages, malfunctions, or operational failures of HVAC systems, including but not limited to air conditioners, furnaces, compressors, pipes, drains, filters, fuses, gas lines, or any other component beyond the thermostat itself.
Any HVAC system failure must be diagnosed and resolved by a professional HVAC technician, and under no circumstances shall EasyHub be liable for repair costs, damages, or losses related to HVAC malfunctions.
No Service Invoicing to EasyHub
The Customer shall not and cannot invoice EasyHub for any HVAC-related services, including inspections, maintenance, or repairs performed by third-party technicians.
Compliance & Certification
The EasyHub Smart Thermostat is FCC certified and complies with all applicable rules and regulations for operation within the United States.
By using EasyHub’s Smart Thermostat, the Customer fully accepts these terms and waives any claims against EasyHub regarding HVAC system performance, maintenance, or failures.
Support Process Overview
Full Support During the First 30 Days of Installation
For the first 30 days after installation, EasyHub provides comprehensive support—including on-site remediation of any issues, to ensure your thermostat and connected systems operate flawlessly.
Post-Stabilization (After 30 Days)
Once the initial 30-day period is over, we consider the stabilization phase complete. From that point on:
If an issue arises with the air conditioner, heater, or if any abnormalities are identified that might involve the thermostat (but could also relate to the furnace, gas, drain, cleaning, or filter), the customer should first reach out to their own air conditioner technician.
EasyHub’s role will then be limited to offering guidance as outlined in our support guidelines.
Emergency Situations (Contact EasyHub Directly)
EasyHub is dedicated to providing efficient and reliable support for all EasyHub devices, ensuring seamless operation and customer satisfaction. While we support all EasyHub devices, thermostat-related emergencies are treated with the highest priority, as they play a critical role in maintaining a safe and comfortable environment.
To address urgent thermostat issues effectively, EasyHub offers extended phone support 7 days a week from 8:00 AM to 12:00 AM. Our support team is readily available to assist clients through:
WhatsApp – for quick messaging and troubleshooting assistance.
Direct call to the designated EasyHub contact person – for real-time guidance and immediate escalation if needed.
By offering multiple communication channels, EasyHub ensures that clients receive prompt attention and solutions to mitigate potential disruptions.
Emergency Situations Requiring Immediate Contact
Clients should contact EasyHub immediately if the thermostat exhibits any of the following critical issues:
The thermostat screen is completely off and unresponsive.
This issue is often caused by a clogged drain, which activates the float sensor and shuts down the thermostat.
Recommended Troubleshooting:
Inspect and clean the drain.
Remove any accumulated water.
The thermostat should turn back on.
If the issue persists, contact EasyHub for further assistance.
The thermostat is heating the unit when set to Cooling Mode.
The thermostat is cooling the unit when set to Heating Mode.
These situations listed above, may require urgent intervention to ensure the system functions correctly and prevents discomfort or operational issues within the property.
Service Visit & Access Policy
As part of its commitment to client satisfaction, EasyHub does not charge for service visits related to thermostat emergencies or any other EasyHub devices. However, to ensure an efficient resolution process, clients must provide unrestricted access to the property.
If an EasyHub technician is dispatched but unable to access the unit due to:
Guest denial of entry
Unavailable or incorrect keys, passwords, or access methods
A $100 service fee will be charged per visit where the technician was unable to enter and assess the issue.
This policy ensures that our technicians can effectively diagnose and resolve thermostat-related problems without unnecessary delays.
Client Responsibility & Installation Proof
Prior to completing an installation, EasyHub technicians will always provide photo and/or video proof demonstrating that the thermostat has been fully tested and is operational before handing it over to the client.
Once installed, the client is responsible for ensuring proper use and managing guest operations, including routine maintenance and adherence to recommended usage guidelines.
For further assistance or inquiries, clients can contact EasyHub at [email protected].
If the thermostat is physically working in the unit but shows as offline on the EasyHub Portal (often due to a weak Wi-Fi signal), the following steps should be taken:
The client will receive step-by-step guidance during business hours on how to reconnect a device and restore its online status in the EasyHub web portal. Our support team will ensure clear instructions are provided to facilitate a seamless reconnection process.
The customer should refer to EasyHub’s installation and maintenance guidelines.
Improve the Wi-Fi connection, such as by installing a Wi-Fi extender near the thermostat.
Note: Unless an issue is classified as an emergency, EasyHub will not dispatch a technician for regular checks or verifications.
RACI Matrix – Smart Thermostat Support
Below is the RACI matrix outlining the roles and responsibilities for handling Smart Thermostat issues:
Activity | EasyHub | Customer |
Full support within the first 30 days | Responsible, Accountable (R, A) | Informed (I) |
Identifying and reporting an emergency situation | Consulted, Informed (C, I) | Responsible, Accountable (R, A) |
Dispatching emergency technician (if required) | Responsible, Accountable (R, A) | Informed (I, C) |
Troubleshooting non-emergency issues (e.g., thermostat offline due to Wi-Fi issues) | Consulted (C) | Responsible, Accountable (R, A) |
Contacting your own air conditioner technician | – | Responsible, Accountable (R, A) |
Legend:
R (Responsible): The party who executes the task.
A (Accountable): The party with ultimate ownership of the task.
C (Consulted): The party who provides input and feedback.
I (Informed): The party kept updated on progress and outcomes.
Additional Guidelines for a Smooth Support Experience
Prepare Your Information: Have your account details, customer ID, and any relevant screenshots or logs ready when reaching out.
Be Clear and Concise: A brief, accurate description of your issue helps our team quickly understand and address your concern.
Follow Up: If you haven’t received a response within the expected timeframe, feel free to follow up using your preferred contact channel.