These General Terms & Conditions for INF Service & Software (the “Terms”) govern INF Associates, LLC’s (“INF”) provision of software and hosted services, support and maintenance, Charging Success advisory and incentive services, and any related professional services, field services, or INF-supplied devices (collectively, the “Services”). Together with the executed Proposal, Statement of Work, or Purchase Order (each, a “Proposal”), including any schedules and exhibits, these Terms form the “Agreement” between INF and the customer identified in the Proposal (“Client”).
Effective Date. The Agreement is effective on the date the Proposal is fully executed by Client (the “Effective Date”). Unless otherwise stated, capitalized terms have the meanings in these Terms or the Proposal.
1. Scope of Services
1.1. Scope of Services. The Services may include any or all of: (a) Software/SaaS access to INF or third party hosted portals, analytics, and configuration tools; (b) Charging Success advisory, incentive management, application preparation, submission, and compliance support; (c) Support & Maintenance, including remote support, monitoring/alerting, firmware/software updates, PM visits, and CM/break-fix dispatch; (d) periodic reporting and program compliance; and (e) optional on-site installation, configuration, and management of an INF Device used to manage station data, site loads, and/or utility interactions. The proposal will specify which services apply.
1.2 Proposal Controls. The Proposal specifies the stations, sites, quantities, Service tier(s), fees, payment frequency, term, Start Date, and whether any hardware, installation, or third‑party subscriptions are included or excluded. If there is a conflict, the Proposal controls over these Terms. A Quote that references and hyperlinks these Terms (by version and date) constitutes a Proposal and incorporates these Terms by reference.
1.3 Third‑Party Services. Some functionality depends on third‑party hardware, software, networks, or utility programs (e.g., charger OEMs, network operators, payment processors, cellular carriers, and incentive administrators). Client’s use of such third‑party services is subject to those providers’ terms. INF is not responsible for their availability, performance, security, or changes in features, pricing, or program rules.
1.4 No Guarantee of Awards/Outcomes. Incentives, grants, and tariffs are controlled by agencies/utilities and may change without notice. INF does not guarantee award, amount, timing, or eligibility. INF’s fees are not contingent on award unless expressly stated in the Proposal.
1.5 Flow-Down Third-Party Terms. Certain features depend on third-party hardware, software, networks, and programs (each, a “Provider”). Client agrees to comply with all applicable Provider terms, policies, and acceptable-use rules that INF notifies to Client or that are presented in-product (including click-through terms). Provider updates that are mandatory for continued use may be implemented by INF and will apply to Client upon notice (email or in-product notice suffices). Client authorizes INF to accept Provider program terms on Client’s behalf when reasonably necessary to provision the Services. If a Provider imposes a requirement on INF (including a suspension or configuration change), INF may flow that requirement down to Client. Client will indemnify INF against claims, fines, or fees imposed by a Provider arising from Client’s noncompliance with Provider terms.
1.6 Changes to Terms. INF may update these Terms as needed to reflect changes required by a Provider or by law. Material changes will be notified at least 30 days in advance (email or in-product notice). If a change materially and adversely affects the Services for Client and is not required by law or Provider, Client may object in writing; the parties will work in good faith to address the impact. If not resolved, Client may terminate only the affected component and receive a pro-rata refund of prepaid fees for that component.
1.7 Dependencies. Some Services require third-party OEM/network connectivity and utility programs; Client acknowledges disruptions or policy changes at those providers may impact Services and are not INF’s breach.
2. Client Responsibilities
2.1 Cooperation & Information. Client will provide accurate, complete, and timely information, including site utility bills, interval data access, charger/network credentials, tax and corporate details, signatures, and any program‑required attestations. Client authorizes INF to act as Client’s representative to utilities, agencies, and program administrators solely for purposes of applying for or administering incentives and data access. If requested, Client will provide a limited power of attorney.
2.2 Site Access & Conditions. For any on‑site activity, Client will (a) provide safe, reasonable access during normal business hours; (b) identify hazards, restricted areas, and applicable safety rules; (c) ensure adequate electrical capacity, internet/connectivity, and mounting surfaces; and (d) be responsible for any permits or landlord consents not expressly undertaken by INF in the Proposal.
2.3 Connectivity. Client is responsible for internet or cellular connectivity at the site unless the Proposal includes connectivity. Loss or degradation of connectivity may degrade Services. Client will promptly notify INF of known outages.
2.4 Operations & Maintenance. Unless the Proposal includes O&M, Client is responsible for physical maintenance, repairs, vandalism mitigation, and OEM warranty claims for chargers and site infrastructure.
2.5 Service Requests & Dispatch. Client will submit Service Requests via the designated portal/email/phone. A Service Request authorizes remote diagnostics; on-site dispatch occurs only upon Client’s approval (including any stated not-to-exceed (NTE) amount in the Proposal or service order).
2.6 Site Readiness; Standby; Storage. If the site is not ready or access is restricted when INF arrives, INF is entitled to standby/demob-remob charges and schedule relief. If materials arrive before installation, Client will provide secure storage or reimburse reasonable storage/handling.
3. Professional Services & Engineering
3.1 Change Orders. Material changes to scope, timeline, or assumptions require a written change order. INF will advise of fee/schedule impacts. Until executed, INF will continue under the then‑current scope.
3.2 Professional Engineering. Where professional engineering is required, such services will be performed by INF Engineers D.P.C. (NY) or by duly licensed third‑party professionals under separate subcontract. INF (the LLC) does not practice professional engineering and makes no representation that the Services constitute engineering unless expressly stated in the Proposal.
3.3 No Legal/Tax Advice. INF does not provide legal, accounting, or tax advice. Client should consult its advisors regarding incentive taxability, transferability, basis adjustments, and program compliance.
4. INF Device
4.1 Ownership. The Proposal states whether the provided Device is (a) sold to Client, (b) provided as a subscription/rental and owned by INF, or (c) provided by a third party. Title passes only as stated in the Proposal.
4.2 Risk of Loss. After delivery to the site, Client is responsible for loss or damage not caused by INF, including theft, vandalism, weather events, or misuse. Client will maintain the Device in accordance with INF instructions.
4.3 Return of INF‑Owned Devices. For INF‑owned Devices, Client will return the Device to INF within 30 days after termination, in reasonable condition (ordinary wear excepted). If not returned, INF may invoice the then‑current replacement cost.
4.4 Firmware/Settings. INF may remotely update Device firmware and settings to maintain security and functionality.
4.5 Limited Hardware Warranty. For Devices sold to Client, INF warrants for one (1) year from installation that the Device will be free from material defects in materials and workmanship under normal use. INF will, at its option, repair or replace nonconforming Devices. This warranty excludes damage from improper installation (unless performed by INF), misuse, unauthorized modification, vandalism, accidents, power quality issues, surges, flood, or other force majeure events. This is Client’s exclusive remedy for Device defects.
4.6 Repairs; Parts; RMAs. For CM visits, replacement Parts may be new or manufacturer-refurbished of equal or better functionality. Title to replaced Parts passes to Client upon payment; removed parts become INF property unless the OEM requires return. Client is responsible for OEM restocking/RMA fees if Client cancels after Parts are ordered.
4.7 Repair Labor Warranty. Labor for CM/repairs is warranted for 90 days from completion. Parts are covered solely by the applicable manufacturer warranty unless the Proposal states otherwise. Exclusions include vandalism, abuse, environmental damage, power-quality issues/surges, carrier/network outages, and force majeure.
5. Subscription; Users; Use Restrictions
5.1 Subscription. Client’s subscription covers the number of sites/stations/users stated in the Proposal. Client will ensure only its employees and contractors with a need to know use the Services and will not exceed licensed quantities.
5.2 Restrictions. Except as permitted by law or the Agreement, Client shall not: (a) resell, sublicense, or provide the Services to third parties; (b) attempt to bypass technical limits, security, or usage caps; (c) reverse engineer or copy non‑public features; (d) use the Services to store or process Sensitive Information (e.g., social security numbers, payment card data, protected health information, or biometric identifiers); (e) use the Services for safety‑critical control where failure could cause death, personal injury, or severe damage; or (f) use the Services to build a competing product.
5.3 Usage Adjustments. If usage materially exceeds the licensed levels, INF may invoice at its then‑current rates or require a scope true‑up.
6. Fees; Invoicing; Taxes; Suspension
6.1 Time & Materials (Service Work). PM/CM performed on a T&M basis will be billed at the rates and minimums in the Proposal or service order (e.g., hourly labor, billing increments/minimum call-out, Parts at cost plus handling, travel). Travel time may be billable as stated in the Proposal. NTE amounts (if any) limit work without further written approval but do not cap payment for Client-approved overages.
6.2 Invoicing & Disputes. Unless stated otherwise, invoices issue weekly (service) or annually in advance (subscriptions) and are due net 15 days from receipt. Any good-faith dispute must be noticed within 10 days identifying disputed lines and basis; undisputed amounts remain payable. No set-off or back-charges without INF’s prior written consent.
6.3 Minimums & Mobilization. Field dispatches may carry a minimum billing increment and mobilization fee as stated in the Proposal/service order.
6.4 Fees & Frequency. Client will pay the fees specified in the Proposal. Unless the Proposal states otherwise, (a) hardware/installation/one‑time fees are due in advance; and (b) subscription fees are billed annually in advance as of the Start Date.
6.5 Incentive Success Fees. If the Proposal includes a success fee, it becomes due upon formal program approval/award or upon Client receipt of proceeds, as stated in the Proposal.
6.6 Expenses. Reasonable, pre‑approved travel and out‑of‑pocket expenses for on‑site Professional Services are billable.
6.7 Taxes. Fees are exclusive of taxes. Client is responsible for applicable sales, use, VAT, GST/HST, and similar taxes, excluding INF’s income taxes. Taxes will be calculated and shown on the applicable invoice. If Client claims exemption, it must provide a valid exemption certificate before invoicing; otherwise, applicable taxes will be charged.
6.8 Late Payments; Suspension. INF may suspend all or part of the Services (i) to address security, integrity, or technical emergencies; (ii) upon Provider instruction; (iii) for suspected or actual violation of the Agreement or Provider terms; or (iv) for undisputed amounts more than 15 days overdue. INF will use commercially reasonable efforts to notify Client and will restore Services once the issue is resolved. Suspensions under this Section do not relieve Client’s payment obligations.
6.9 Proposal Validity. Unless otherwise stated, pricing in a Proposal is valid for 30 days from its date.
6.10 Provider-Driven Fee Changes. If a Provider increases its pass-through fees or materially changes its pricing to INF for components included in the Services, INF may adjust the affected fees upon 30 days’ written notice; Client may terminate the affected component before the effective date of the increase (not the entire Agreement) if the increase exceeds 10% in any 12-month period.
6.11 Paid Charging Sessions; Driver Fees; Processing Fees. For paid charging sessions processed through the Software:
6.11.1 Pricing & Settlement. Client sets end-user pricing for sessions. INF (or a Provider) will collect session charges from drivers and settle Net Payouts to Client pursuant to 6.12.
6.11.2 Driver Fee. Unless the Proposal states otherwise, each paid session includes a $0.65 flat fee charged to the driver to defray platform/transaction costs where permitted by law and card-brand rules; where not permitted, Client authorizes INF or the Provider to waive the driver fee and instead deduct an equivalent amount from Client’s Net Payouts.
6.11.3 Processing Fee. In addition to the driver fee, a 10% transaction fee applies to the gross session amount to cover payment processing and related services. The processing fee is deducted from Client’s Net Payouts or, if insufficient, invoiced under 6.2.
6.11.4 Changes. Fees under this 6.11 may be updated under 6.10 (Provider-Driven Fee Changes) or to comply with card-brand or legal requirements. INF will give notice under 6.10.
6.12 Payment Processing; Stripe Connected Account; Payouts; Chargebacks.
6.12.1 Provider Role; Merchant of Record. Payment services are provided by a Provider, such as Stripe, under its terms. Client is the merchant of record for session sales and is responsible for prices, refunds, taxes, and compliance. INF is not a bank or money transmitter and does not hold Client funds.
6.12.2 Onboarding. Client must successfully open and maintain a Stripe Connected Account and complete KYC, banking, and tax setup. If Client fails to onboard or maintain good standing, session processing and/or payouts may be suspended; amounts due to INF remain payable.
6.12.3 Payouts. Unless the Proposal states otherwise, payouts occur monthly to Client’s designated account, net of the driver fee (if not charged to driver), the 10% processing fee, applicable Provider/card-brand fees, refunds, chargebacks, reversals, and reserves. Provider may impose reserves, holds, or delays per its risk rules.
6.12.4 Refunds & Chargebacks. Client is responsible for customer service, refunds, and chargeback responses. Chargeback amounts, fees, and assessments may be deducted from Net Payouts or invoiced if Net Payouts are insufficient; payments are due per 6.2.
6.12.5 Prohibited Transactions; Surcharging. Client will comply with card-brand rules and applicable law, including any state restrictions on surcharges or convenience fees. Client will ensure transparent, driver-facing disclosure of any fees at point of purchase.
6.12.6 Taxes on Sessions. Client is responsible for assessing, collecting, and remitting any sales, use, excise, or similar taxes on charging sessions and related services to the extent required by law.
6.13 Station Reconfiguration & Software Activation. Unless expressly stated in the Proposal, station reconfiguration, re-onboarding, software activation, migrations between networks/tenants, OCPP remapping, and related field or remote work are not included in subscription fees and will be quoted and billed separately (T&M or fixed fee, as stated in the Proposal or service order).
7. Term; Renewal; Termination
7.1 Term & Auto‑Renewal. Unless otherwise stated, the initial term is one (1) year from the Start Date and automatically renews for successive one‑year periods at INF’s then‑current rates unless either party gives at least 30 days’ notice of non‑renewal before the end of the then‑current term.
7.2 Termination for Cause. Either party may terminate for a material breach not cured within 30 days after written notice (immediate if incurable). If INF terminates for Client’s uncured breach, all remaining fees for the then‑current term become immediately due. If Client terminates for INF’s uncured material breach, INF will refund prepaid, unearned subscription fees on a prorated basis from the effective termination date.
7.3 Termination for Convenience (Client). Client may terminate without cause upon written notice; however, all unpaid fees for the remainder of the then‑current term become immediately due (not a penalty but agreed actual damages reflecting pricing based on term commitment).
7.4 Effect of Termination. Upon termination or expiration, Client’s access ceases and (if applicable) INF‑owned Devices must be returned. Sections intended by their nature to survive (including 3.2, 4.3–4.5, 6, 7.4, 8–14) survive.
7.5 Month-to-Month / At-Will Service Orders. Where a service order states at-will or month-to-month (or is silent), either party may terminate that service order on 30 days’ written notice, without affecting other active orders.
8. Data; Privacy; Security
8.1 Client Data. “Client Data” means data provided by or collected for Client through the Services (e.g., site energy use, charger telemetry, session and revenue metrics, incentive application materials). As between the parties, Client owns Client Data.
8.2 Use of Client Data. Client instructs and authorizes INF to disclose and transfer Client Data to Providers and subcontractors as reasonably necessary to deliver the Services and to comply with Provider program rules. Providers may process Client Data in accordance with their terms and privacy notices. INF may use Client Data to (a) provide, secure, and support the Services; (b) improve and develop the Services; and (c) produce Aggregated/De‑Identified Data that does not identify Client or end users, for analytics and benchmarks. INF will not sell Client Data nor disclose it to third parties except to subcontractors and providers assisting delivery of the Services or as legally required.
8.3 Backups; Export; Deletion. During the term, Client may export available Client Data via standard means. Within 45 days after termination, upon written request and subject to payment of any applicable Professional Services fees, INF will provide a commercially reasonable export. Thereafter INF will delete remaining Client Data within 60 days, except archival backups deleted in the ordinary cycle.
8.4 Sensitive Information. Client will not submit Sensitive Information to the Services. Client is responsible for any required notices/consents. Each party will comply with applicable privacy laws (e.g., CCPA/CPRA, GDPR where applicable) in connection with the Services.
8.5 Security. INF will implement commercially reasonable administrative, technical, and physical safeguards designed to protect Client Data against unauthorized access, use, or disclosure. Client is responsible for user access controls and credential security.
8.6 Logs & Telemetry. Client authorizes INF to collect and retain logs/telemetry from stations, Devices, and Software for operations, troubleshooting, and security; INF may share relevant excerpts with OEMs/networks solely to resolve incidents.
9. Confidentiality
9.1 Each party may receive non‑public information marked or reasonably understood as confidential (“Confidential Information”). The receiving party will (a) use it only to perform under the Agreement; (b) not disclose it except to personnel/contractors bound by confidentiality obligations; and (c) protect it with at least the same care it uses for its own similar information (not less than reasonable care). Exclusions: information that is public without breach, was rightfully known, is independently developed, or is lawfully disclosed by a third party. If legally compelled to disclose, the receiving party will, if lawful, provide prompt notice and cooperate to seek protective treatment.
10. Intellectual Property; Feedback; Publicity
10.1 INF IP. INF and its licensors retain all rights, title, and interest in the Services, software, firmware, documentation, tools, processes, and improvements (“INF IP”). No rights are granted except as expressly set forth.
10.2 Feedback. Client grants INF a royalty‑free, worldwide, irrevocable license to use and incorporate into the Services any suggestions or feedback provided by Client, without attribution or compensation.
10.3 Publicity. With Client’s prior consent (email sufficient), INF may list Client’s name and logo and describe the engagement in customer lists and case studies. Client may revoke consent on 30 days’ notice (not retroactive).
11. Warranties; Disclaimers
11.1 Authority. Each party represents it has the right and authority to enter into and perform the Agreement.
11.2 Services Warranty. INF will perform the Services in a professional and workmanlike manner using personnel with appropriate skill. Client’s exclusive remedy for a breach of this warranty is re‑performance of the nonconforming Services, or if INF does not re‑perform within a reasonable time, a refund of the portion of fees paid for the nonconforming Services.
11.3 General Disclaimers. EXCEPT AS EXPRESSLY STATED, THE SERVICES AND ANY SOFTWARE, REPORTS, OR DATA ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON‑INFRINGEMENT. INF DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR‑FREE, OR THAT SPECIFIC INCENTIVES, SAVINGS, UPTIME, UTILIZATION, OR REVENUE LEVELS WILL BE ACHIEVED.
11.4 Maintenance & Upgrades. The Services may be unavailable during scheduled or emergency maintenance. INF will schedule routine maintenance during low-usage windows when practicable and will use reasonable efforts to minimize disruption.
12. Indemnification
12.1 By INF. INF will defend and indemnify Client against third‑party claims alleging that Client’s authorized use of the Services (excluding Client Data, Client‑provided hardware/software, or combinations not provided by INF) infringes a U.S. patent, copyright, or trade secret, and will pay final damages/settlements and reasonable attorneys’ fees awarded by a court or agreed by INF. If an infringement claim arises, INF may: (a) modify or replace the Services to be non‑infringing; (b) procure rights for continued use; or (c) terminate the affected Services and refund prepaid, unearned fees. This Section does not apply to claims based on (i) use not in accordance with the Agreement; (ii) modifications not made by INF; (iii) combinations with items not supplied by INF; or (iv) Client Data.
12.2 By Client. Client will defend and indemnify INF against third‑party claims arising from (a) Client Data (including alleged privacy or IP violations); (b) Client’s or its users’ use of the Services in violation of law or the Agreement; or (c) site conditions or incidents not caused by INF. Each party’s obligations are conditioned on the other party: (x) providing prompt written notice; (y) granting control of the defense/settlement; and (z) reasonably cooperating. No settlement may impose admission of fault or non‑monetary obligations without consent.
13. Limitation of Liability
13.1 Cap. EXCEPT FOR (i) A PARTY’S INDEMNITY OBLIGATIONS; (ii) CLIENT’S PAYMENT OBLIGATIONS; OR (iii) A PARTY’S WILLFUL MISCONDUCT OR FRAUD, EACH PARTY’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THE AGREEMENT SHALL NOT EXCEED THE AMOUNTS PAID BY CLIENT TO INF FOR THE SERVICES GIVING RISE TO THE CLAIM IN THE SIX (6) MONTHS PRECEDING THE FIRST EVENT GIVING RISE TO LIABILITY.
13.2 Exclusion of Damages. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES (INCLUDING LOSS OF PROFITS, REVENUE, GOODWILL, OR DATA), EVEN IF ADVISED OF THE POSSIBILITY AND EVEN IF A REMEDY FAILS ITS ESSENTIAL PURPOSE.
14. Subcontracting; Insurance; Safety
14.1 Subcontracting. INF may subcontract portions of the Services and remains responsible for subcontractor performance. Upon request, INF will provide proof of subcontractors’ insurance.
14.2 Insurance. During the Project, INF shall maintain insurance customary for similar work, including at minimum: Commercial General Liability (per-occurrence $1,000,000, aggregate $2,000,000), Automobile Liability ($1,000,000 combined single limit), Workers’ Compensation/Employer’s Liability (statutory/$500,000), and Umbrella/Excess (not less than $5,000,000) that is excess over CGL and Auto. If professional engineering is provided, Professional Liability ($2,000,000 each claim/aggregate) shall be maintained by INF Engineers D.P.C. or the licensed design professional.
14.3 Additional Insurance (Client-Requested). Upon Client’s request, INF will use commercially reasonable efforts to procure additional or different insurance or endorsements; any such requirement is a change order, at Client’s cost, with equitable schedule adjustment.
14.4 Jobsite Safety & Control of Work. INF is responsible for the safety of its personnel. Unless otherwise agreed in writing, INF is not the controlling employer for Client’s site and does not direct or supervise other parties’ work.
15. Compliance; Export; Force Majeure
15.1 Compliance with Laws. Each party will comply with applicable laws and program rules in connection with the Services.
15.2 Export. Client will not export, re‑export, or provide access to the Services or INF Device in violation of U.S. export control or sanctions laws.
15.3 Force Majeure. Neither party is liable for delay or failure due to events beyond its reasonable control (e.g., acts of God, labor disputes, war, cyberattacks not caused by the breaching party’s failure to maintain reasonable security, utility failures, or government actions). Payment obligations are not excused, but deadlines are extended for the duration of the event.
15.4 U.S. Government End Users. The Services are “commercial computer software” and “commercial computer software documentation” provided with only those rights set forth in FAR 12.211/12.212 and DFARS 227.7202-3, as applicable.
16. Dispute Resolution; Governing Law; Venue
16.1 Good‑Faith Escalation & Mediation. The parties will first escalate disputes to senior management and then participate in non‑binding mediation in New York, New York, prior to litigation.
16.2 Governing Law; Venue. The Agreement is governed by the laws of the State of New York, without regard to conflicts rules. The parties consent to exclusive jurisdiction and venue in state or federal courts located in New York County, New York.
17. Notices; Assignment; Order of Precedence; Miscellaneous
17.1 Notices. Legal notices must be in writing and sent to the address/emails in the Proposal (with copy to charlie@infassociates.com) and are deemed given when received.
17.2 Agency & Click-Wrap Authority. Client authorizes INF, as Client’s limited agent, to accept online terms, click-wraps, and program acknowledgements from Providers solely to enable the Services, provided INF shares the applicable terms with Client upon request.
17.3 Assignment. Either party may assign the Agreement to an affiliate or in connection with a merger, acquisition, or sale of substantially all assets, provided the assignee is not a direct competitor of the other party. Any other assignment requires prior written consent not unreasonably withheld.
17.4 Independent Contractors. The parties are independent contractors. No agency, partnership, or joint venture is created.
17.5 Order of Precedence. In case of conflict: (1) the Proposal; (2) these Terms; (3) any incorporated policies or SOWs.
17.6 Entire Agreement; Waiver; Severability. The Agreement is the entire agreement and supersedes prior discussions. Amendments must be in a signed writing (email acceptable if expressly stated). No waiver is effective unless written. If any provision is unenforceable, it will be modified to the minimum extent necessary to be enforceable; the remainder remains in effect.
17.7 Counterparts; E‑Signatures. The Agreement may be executed in counterparts and by electronic signatures, each deemed an original.
18. Definitions
18.1 Software: INF-provided hosted applications, portals, firmware, and APIs made available as a subscription.
18.2 Support: Remote help desk, monitoring/alerting, troubleshooting, and incident response for the supported scope.
18.3 Preventative Maintenance (PM): Scheduled inspections, cleaning, configuration checks, firmware updates, and functional tests performed to reduce failures.
18.4 Corrective Maintenance (CM): Break-fix diagnosis and repair, including on-site dispatch as authorized by Client.
18.5 Service Request: A Client request for Support/PM/CM under the Agreement.
18.6 Service Window: The standard hours during which dispatches occur absent emergency coverage stated in the Proposal.
18.7 Parts: Replacement components, consumables, and materials used in maintenance/repair.
18.8 RMA: Return merchandise authorization process required by an OEM/network for defective parts.
18.9 Aggregated/De‑Identified Data: Data that does not identify Client or any individual and cannot reasonably be re‑identified.
18.10 Client Data: Data provided by or collected for Client through the Services.
18.11 INF Device: An INF‑supplied edge device or controller installed on‑site to enable data collection/load management.
18.12 Sensitive Information: Financial account numbers, government identifiers, health information, biometric identifiers, precise geolocation data, or other information subject to heightened legal protection.
18.13 Paid Charging Session: A charging session for which an end user (driver) is charged a price set by Client.
18.14 Net Payouts: Amounts payable to Client for Paid Charging Sessions after deductions described in 6.12.3.
18.15 Stripe Connected Account: A payments account issued by Stripe to Client under Stripe’s terms for marketplace/platform payouts.