Control4 system update terms and conditions

Control4 system updates are intended to improve system performance, security, stability and compatibility and may introduce new features or functionality.

Whilst we take reasonable care to ensure updates are completed successfully, software updates can occasionally result in unexpected behaviour due to factors outside our control.

Accordingly, we cannot guarantee that every existing feature, device or integration will continue to operate exactly as it did prior to the update.

Many Control4 systems integrate products manufactured by third parties including, but not limited to:

• televisions
  
• AV receivers
  
• projectors
  
• streaming devices
  
• CCTV systems
  
• lighting systems
  
• HVAC systems
  
• network equipment
  
• gate and access control systems
  
• alarm systems
  
• voice assistants
  
• media players
  

These products are developed independently of Control4 and may receive firmware or software updates which affect compatibility with Control4.

We cannot guarantee compatibility between Control4 and any third-party product following any update.

Unless expressly agreed in writing, our Control4 update service does not include updating the firmware of third-party products connected to your Control4 system.

Where we agree to update third-party devices:

• updates will be carried out using firmware provided by the manufacturer;
  
• we make no warranty that such updates will improve functionality;
  
• we accept no liability for manufacturer software defects;
  
• we cannot guarantee compatibility with Control4 or any other connected device following the update.

Manufacturers may:

• discontinue support;
  
• withdraw drivers;
  
• remove APIs;
  
• change communication protocols;
  
• remove features;
  
• introduce security restrictions.
  

These changes are entirely outside our control.

Where this affects integration with Control4, additional engineering work may be required and will be chargeable.

Some products may no longer be supported by either Control4 or the original manufacturer.

Where a device is considered obsolete or unsupported:

• updates may not be possible;
  
• compatibility cannot be guaranteed;
  
• replacement may be the only practical solution.

Control4 communicates with connected devices using software drivers.

Following a Control4 update:

• existing drivers may become unsupported;
  
• manufacturers may withdraw drivers;
  
• replacement drivers may not exist.
  

Where new programming or replacement drivers are required, this work falls outside the scope of a standard system update unless expressly included within our quotation.

Custom programming, Composer Pro modifications, DriverCentral drivers, Chowmain drivers and other bespoke programming may require updating following a system upgrade.

Unless specifically stated in writing, this work is not included within the cost of a standard system update.

Successful system updates rely upon a stable network.

If your network contains:

• failing hardware;
  
• outdated switches;
  
• unsupported Wi-Fi equipment;
  
• IP addressing issues;
  
• internet connectivity problems;
  
• power issues;
  

we may recommend remedial work before proceeding.

Any additional work will be chargeable.

Prior to the update you agree to:

• provide unrestricted access to the property (where required);
  
• provide all passwords and login credentials necessary to complete the update;
  
• ensure internet connectivity is available;
  
• ensure all equipment is powered and operational.
  

Failure to do so may delay completion and additional charges may apply.

Our update service does not include diagnosing or repairing faults that existed before the update commenced.

If existing faults are discovered during the update process, we will notify you and provide a quotation where appropriate.

Upon completion we will carry out reasonable functional testing of the Control4 system.

Testing is intended to confirm normal operation of the updated system and does not constitute comprehensive testing of every individual function, automation, scene or third-party device.

Whilst uncommon, software updates may occasionally expose previously hidden faults within:

• hardware;
  
• networks;
  
• third-party products;
  
• storage devices;
  
• programming.
  

Where additional engineering time is required beyond the agreed scope, this work will be chargeable at our prevailing hourly rates.

Minor adjustments identified immediately following an update may be rectified as part of the update service where reasonably practicable.

Any additional programming, system alterations, customer-requested changes or engineering work requested after completion will be treated as separate chargeable work unless covered by an active support agreement.

Although every reasonable effort will be made to preserve your existing configuration, scenes, schedules and programming, we cannot guarantee that all settings will remain unchanged following software or firmware updates.

Where manufacturer software or hardware changes require reconfiguration, such work will be chargeable unless otherwise agreed.

Nothing in these Terms limits or excludes liability where such limitation or exclusion would be unlawful.

Subject to the above:

• we shall not be liable for the actions or omissions of Control4 or any third-party manufacturer;
  
• we shall not be liable for firmware defects introduced by manufacturers;
  
• we shall not be liable for withdrawn drivers, discontinued products or discontinued cloud services;
  
• we shall not be liable for loss of functionality caused by manufacturer software changes beyond our reasonable control.
  

Our total liability arising from the update service shall not exceed the amount paid by you for that update.

Where additional work is required due to circumstances outside the agreed scope, including compatibility issues, replacement hardware, reprogramming or network remediation, we will notify you before carrying out any chargeable work wherever reasonably practicable.

Many Control4 systems rely on cloud-based services and third-party integrations to provide functionality, including (without limitation) voice assistants, music streaming services, CCTV systems, lighting platforms, smart thermostats, security systems and other connected devices.

We have no control over these services or the software, APIs or cloud platforms on which they rely. Third-party providers may, at any time and without notice:

• discontinue products or services;
• withdraw or restrict API access;
• change authentication methods or communication protocols;
• introduce subscription requirements;
• remove or alter features; or
• release software updates that affect compatibility with Control4.

Accordingly, we cannot guarantee the continued operation or compatibility of any third-party integration following a Control4 update or a manufacturer firmware update. Where additional engineering, programming or replacement hardware is required to restore or improve functionality, such work shall fall outside the scope of the original update service and will be chargeable at our prevailing rates.

Many integrations within a Control4 system rely upon software drivers developed by third-party organisations, including (without limitation) DriverCentral, Chowmain, Blackwire, manufacturers or independent developers.

Unless expressly stated otherwise in writing:

(a) the cost of purchasing, renewing or upgrading third-party drivers is not included within the price of a Control4 system update;

(b) we accept no responsibility where a third-party driver becomes unsupported, discontinued or incompatible following a Control4 operating system update or manufacturer firmware update;

(c) any engineering time required to replace, update, reconfigure or reprogramme third-party drivers shall be chargeable at our standard rates; and

(d) where replacement drivers require additional licence fees or subscriptions, these shall be payable by you.

Prior to carrying out a Control4 operating system update, we will use reasonable endeavours to create a backup of your existing Control4 project where technically possible.

Whilst a backup provides a means of restoring the Control4 configuration, it does not guarantee that all system functionality can be restored in every circumstance.

In particular, we shall not be responsible where restoration is prevented or limited by:

(a) manufacturer firmware changes;

(b) discontinued or unsupported hardware;

(c) withdrawn or incompatible software drivers;

(d) changes made by third-party manufacturers or cloud service providers; or

(e) hardware failure occurring during or after the update process.

Where additional engineering time is required to rebuild, reconfigure or reprogramme the system following restoration, such work shall be chargeable unless otherwise agreed in writing.

Where updates are carried out remotely, you acknowledge that successful completion is dependent upon the availability of a stable internet connection, functioning network infrastructure and reliable remote access to the Control4 system.

If remote access is unavailable, interrupted or insufficient to complete the agreed works, we reserve the right to arrange an on-site visit.

Unless otherwise stated in writing, any on-site attendance required as a result of failed or unavailable remote access shall be chargeable at our prevailing rates.