Service Standards

HetNet Wireless provides Emergency Responder Communication Enhancement System (ERCES) testing, design, engineering, and ongoing compliance support for in-building wireless systems. This document describes how those services are delivered under the Client Support Program (CSP). It is operational only and does not state pricing or commercial terms, which are governed by the signed Service Agreement and the Published Rate Schedule.

Program tiers

Each CSP tier builds on the one before it. Annual fees and plan selection are stated on page 1 of the Service Agreement.

On-site maintenance and any work beyond the scope of a tier is performed on a time-and-materials basis at the Published Rate Schedule.

Service levels

• Business hours. Non-emergency services are performed between 8:00 a.m. and 5:00 p.m., Monday through Friday, excluding federal and HetNet-observed holidays. Work performed outside these hours is billed at the after-hours rates in the Rate Schedule.
• Emergency response. Upon receipt of an emergency call, HetNet assesses the situation by phone within four (4) hours.
• Priority dispatch (Priority and Complete tiers) moves covered clients ahead of standard scheduling for on-site response.
• Remote monitoring (Complete tier) provides 24/7 real-time visibility, so coverage issues can be identified between annual inspections rather than only at the annual test.
• Annual scheduling. Annual inspection and testing are scheduled upon receipt of renewal payment.

What the annual test and inspection covers

• Grid-based signal strength and coverage measurements across the building, in both the inbound and outbound public safety paths.
• Inspection of system components, including the signal booster / amplifier (BDA), remote units, donor and service antennas, and backup power.
• Functional verification of alarm, supervision, and auxiliary signaling to the fire alarm control system.
• A written inspection report and test results prepared for submission to the Authority Having Jurisdiction (AHJ).

AHJ documentation

HetNet prepares the inspection report, coverage test results, and supporting compliance documentation required by the AHJ. HetNet does not warrant code compliance, certification, or AHJ acceptance; those determinations are made solely by the AHJ.

Exclusions

• Non-maintainable components and repairs or replacements arising from negligence, vandalism, misuse, or causes beyond HetNet's control, as detailed in the Service Agreement.
• Parts exceeding the per-visit value included in a maintenance plan.
• Work requiring lift or elevated-access equipment, unless arranged under the Technical Requirements below.

Code basis

HetNet performs ERCES testing, design, and inspection to the applicable adopted codes and local amendments, including:

• NFPA 1225 (Emergency Services Communications Systems; formerly NFPA 1221) and NFPA 72.
• International Fire Code (IFC) Section 510 and California Fire Code (CFC) Section 510.
• Local Authority Having Jurisdiction (AHJ) amendments and acceptance criteria.
• FCC Part 90 signal booster requirements and applicable public safety licensing.

Supported systems

• Public safety ERCES using bi-directional amplifiers (BDA) and passive or active distributed antenna systems (DAS), including fiber DAS.
• 700/800 MHz public safety bands, and UHF/VHF where required by the AHJ.
• Cellular DAS, small cell, and Wi-Fi coverage systems for in-building wireless improvement.

Testing methodology and equipment

• Grid-based coverage testing per NFPA 1225, measuring delivered audio quality and signal level across each designated grid area.
• Calibrated public safety test equipment, including PCTEL SeeGull IBflex receivers.
• Work performed by personnel holding FCC General Radiotelephone Operator License (GROL) and NICET ERCES certification.

Client-provided requirements

To allow HetNet to perform the Services safely and without delay, Client provides:

• Safe access to all work areas, with secured-area credentials in advance or a security escort for the duration of each visit.
• Power, and access to risers, conduit pathways, equipment rooms, and roof areas as needed.
• A dedicated, always-on wired Ethernet internet connection at the system location, including any firewall or port access HetNet specifies, where remote monitoring, remote support, or firmware upgrades are included in the selected plan.
• As-built drawings and existing system documentation where available.
• Lift or other elevated-access equipment where required to reach system components; where Client cannot provide it, HetNet arranges the rental at cost.
• No less than fifteen (15) days written notice of any modification, upgrade, expansion, or third-party work affecting the ERCES.
• Work areas free of hazardous materials and unsafe conditions.

• Jan 1, 2026 — Service Standards v1.0, Published Rate Schedule v1.0, and Technical Requirements v1.0 published. Initial release.

As documents are updated, prior versions will be listed here with their effective dates so the schedule in effect on any given date of service can be identified.