SERVICE PLAN AGREEMENT

Terms and Conditions

Effective Date: January 28, 2026

1. Introduction and Definitions

1.1 Agreement Overview

This Service Plan Agreement (“Agreement”) is entered into between The Penn Group (“Provider,” “we,” “us,” or “our”) and the individual or organization enrolling in Total Console Coverage (“Customer,” “you,” or “your”). By enrolling in a Total Console Coverage plan, you agree to be bound by these Terms and Conditions.

Total Console Coverage is a service plan program that provides maintenance, repair, and support services for eligible Allen & Heath digital mixing consoles and related equipment. This Agreement governs the relationship between Provider and Customer and sets forth the terms under which services will be rendered.

1.2 Definitions

“Covered Equipment” means the Allen & Heath mixing console(s) and/or Stage I/O devices specifically listed on your registration and for which coverage fees have been paid.

“Coverage Period” means the time period during which this Agreement is in effect, as specified in your registration confirmation, subject to timely payment of all applicable fees.

“Breakdown” means the mechanical or electrical failure of Covered Equipment that renders it inoperable or materially impairs its intended function, occurring during normal use and not caused by an Excluded Condition.

“Repair” means the restoration of Covered Equipment to proper working condition through the replacement or repair of failed components.

“Service Claim” or “Claim” means a request submitted by Customer for repair or service of Covered Equipment under this Agreement.

“Waiting Period” means the initial thirty (30) day period following enrollment during which certain coverage benefits are not available.

“Annual Claim Limit” means the maximum aggregate dollar amount of covered repairs payable under this Agreement during any twelve-month period, as specified by your plan tier.

2. Eligible Equipment

2.1 Covered Console Models

Total Console Coverage is available exclusively for the following Allen & Heath digital mixing console families:

dLive Series: C1500, C2500, C3500, S3000, S5000, S7000

Avantis Series: Avantis, Avantis Solo

SQ Series: SQ-5, SQ-6, SQ-7

Qu Series: Qu-16, Qu-24, Qu-32, QU-5, QU-6, QU-7, QU-5D, QU-6D, QU-7D

2.2 Covered Stage I/O Devices

Optional coverage is available for the following Allen & Heath Stage I/O devices when enrolled in conjunction with a console:

DX Series: DX168, DX164-W, DX012, DX-Hub

GX Series: GX4816, Portable GX4816

AR Series: AR2412, AR84

AB Series: AB168

2.3 Size Categories and Pricing Tiers

Covered consoles are classified into the following size categories, which determine applicable pricing:

Compact (Base Price): Qu-16, Qu-24, Qu-Pac, Qu-SB, SQ-5, dLive C1500, Avantis Solo

Mid-Size (Base Price): Qu-32, SQ-6, SQ-7, Avantis, dLive C2500

Large Format (Base Price × 1.25): dLive C3500, dLive S3000, dLive S5000, dLive S7000

2.4 Equipment Eligibility Requirements

To be eligible for coverage, equipment must meet the following requirements:

Equipment must be a genuine Allen & Heath product, not counterfeit or gray market;
Equipment must be in functional working condition at the time of enrollment;
Equipment must not have been previously damaged, modified, or repaired using non-genuine parts;
Equipment must be located within Provider’s service territory in the contiguous United States of America;
Equipment must be used in a permanent installation (not rental, touring, or mobile production).

3. Coverage Plan Tiers

3.1 Standard Coverage

Standard (“Essential”) Coverage includes the following benefits:

Remote technical support and diagnostics via phone, email, and remote access
Firmware update assistance and support
Standard response time: 48-72 business hours
No repair coverage offered
Access to customer portal for service requests and tracking
20% discount on parts
25% discount on labor
Priority scheduling (5 days were possible)
Phone & email support
Firmware update guidance

3.2 Premium Coverage

Premium Coverage includes all Standard benefits plus:

Priority response time: 24-48 business hours
Annual Claim Limit: $2,500 per coverage year
Loaner console availability (subject to inventory, see Section 6)
Annual preventive maintenance inspection
Priority weekend/emergency scheduling when available

3.3 Complete Coverage

Complete Coverage includes all Premium benefits plus:

Emergency response time: Same business day (requests received before 12:00 PM local time)
Unlimited Annual Claim Limit (no dollar cap on covered repairs)
Guaranteed loaner console during repairs exceeding 48 hours, subject to availability
Motorized fader coverage (Annual billing plans only—see Section 4.2)
Dedicated account representative

4. Covered Repairs and Services

4.1 Covered Components and Failures

Subject to all terms, conditions, and exclusions in this Agreement, the following component failures are covered when resulting from normal use:

Main Circuit Boards: CPU boards, DSP cards, audio processing modules, network interface cards
Power Supply: Internal power supply units, voltage regulators, power distribution boards
Display Components: Touchscreens, LCD displays, LED indicators, backlighting
Audio Circuitry: Preamp circuits, analog-to-digital converters, digital-to-analog converters, output stages
Control Surface: Rotary encoders, push buttons, switches, channel selection systems
Connectivity: XLR connectors, network ports, USB ports (physical connector failures only)
Internal Components: Ribbon cables, internal wiring harnesses, cooling fans

4.2 Motorized Fader Coverage

IMPORTANT: Motorized fader repair and replacement is covered ONLY under Complete Coverage with Annual billing. Fader coverage is NOT included in:

Standard Coverage (any billing frequency)
Premium Coverage (any billing frequency)
Complete Coverage with Monthly billing
Complete Coverage with Quarterly billing

When fader coverage applies, the following is included:

Replacement of failed motorized faders due to normal wear
Repair of fader motor assemblies
Calibration and alignment services
Maximum of three fader bank replacements per coverage year per console

4.3 Preventive Maintenance Services

Preventive maintenance inspections (Premium: annual; Complete: quarterly) include:

Visual inspection of all external components and connections
Cleaning of ventilation systems and cooling fans
Firmware verification and update installation (if applicable)
Functional testing of all input/output channels
Fader calibration verification
Network connectivity testing
Documentation of equipment condition with written report
Recommendations for any non-covered repairs needed

5. Exclusions — What Is NOT Covered

5.1 General Exclusions

This Agreement does NOT cover any of the following, regardless of plan tier:

Pre-Existing Conditions: Any damage, defect, or malfunction that existed prior to enrollment or that was known to Customer at the time of enrollment.
Cosmetic Damage: Scratches, dents, cracks, discoloration, worn surfaces, or other damage that does not affect functionality.
Physical Damage: Damage caused by drops, impacts, crushing, liquid exposure, fire, smoke, flooding, or other physical trauma.
Electrical Damage: Damage caused by power surges, lightning strikes, improper voltage, or failure to use appropriate surge protection.
Environmental Damage: Damage caused by extreme temperatures, humidity, condensation, dust accumulation, insects, rodents, or corrosive atmospheres.
Misuse or Abuse: Damage resulting from operation outside manufacturer specifications, unauthorized modifications, improper installation, or negligent handling.
Unauthorized Repairs: Any damage caused by service performed by unauthorized personnel or using non-genuine replacement parts.
Theft or Loss: Loss of equipment due to theft, disappearance, or unexplained circumstances.
Acts of God: Damage caused by natural disasters including earthquakes, hurricanes, tornadoes, floods, or other catastrophic events.
War and Terrorism: Damage resulting from war, invasion, civil unrest, terrorism, or government action.

5.2 Excluded Components

The following components are NOT covered under any plan tier:

Motorized Faders: Except under Complete Coverage with Annual billing as described in Section 4.2
Consumable Items: Batteries, fuses, light bulbs, dust covers, accessory items
External Accessories: Cases, covers, stands, mounting hardware, external power supplies
Cables: All external cables including power cables, network cables, audio cables, and adapters
Third-Party Equipment: Any equipment not manufactured by Allen & Heath
Software Issues: Software bugs, compatibility issues, or problems caused by third-party software or plugins
User Data: Show files, presets, scenes, user configurations, or any stored data

5.3 Excluded Uses

Equipment used in the following applications is NOT eligible for coverage:

Rental or hire operations
Touring or mobile production
Outdoor installations without appropriate environmental protection
Broadcast or recording studio production (contact us for commercial coverage options)
Any commercial use outside of house of worship applications

6. Loaner Console Program

6.1 Availability

Premium Coverage: Loaner consoles are available subject to inventory. Provider will make reasonable efforts to provide a loaner when repairs are expected to exceed seven (7) days, but availability is not guaranteed. Complete Coverage: Loaner consoles are guaranteed when repairs are expected to exceed forty-eight (48) hours. If a comparable model is unavailable, Provider will supply a suitable alternative or credit toward rental equipment.

6.2 Loaner Terms

Loaner equipment remains the property of Provider at all times.
Customer assumes full responsibility for loaner equipment while in their possession.
Customer shall return loaner equipment within five (5) business days of notification that their equipment is ready.
Customer is responsible for any damage to loaner equipment beyond normal wear.
Failure to return loaner equipment may result in charges at full replacement value and termination of coverage.

7. Service Claim Process

7.1 Submitting a Claim

To submit a service claim:

Log in to your customer portal on The Penn Group’s website.
Select “New Service Ticket” and complete all required fields.
Provide a detailed description of the issue, including any error messages or symptoms.
Upload any relevant photos, diagnostic files, or show files if applicable.
Submit the ticket and note your ticket number for reference.

7.2 Response Times

Response times are measured in business hours (Monday-Friday, 8:00 AM – 5:00 PM local time, excluding holidays):

Standard Coverage: Initial response within 48-72 business hours
Premium Coverage: Initial response within 24-48 business hours
Complete Coverage: Initial response same business day for requests received before 12:00 PM

7.3 Service Locations

At Provider’s discretion, service may be performed: (a) on-site at Customer’s location; (b) at Provider’s service facility; or (c) remotely via remote access software. Customer is responsible for shipping costs if equipment must be sent to Provider’s facility, unless otherwise specified by plan benefits.

7.4 Claim Limits

Each claim is subject to your plan’s Annual Claim Limit. If a single repair exceeds your remaining annual limit, you will be responsible for the excess amount. Annual limits reset on the anniversary of your coverage start date.

8. Waiting Period

A thirty (30) day waiting period applies to all new enrollments. During the waiting period, the following limitations apply:

Remote support and diagnostics are available
Firmware support is available
Physical repair services are NOT available
Loaner equipment is NOT available
Claims submitted during the waiting period will be processed after the waiting period ends

9. Pricing, Payment, and Billing

9.1 Billing Frequencies

Coverage is available with the following billing options:

Monthly: Billed every 30 days via automatic payment
Quarterly: Billed every 90 days with approximately 5% savings versus monthly
Annual: Billed once per year with approximately 15% savings versus monthly; required for fader coverage

9.2 Multi-Unit Discounts

Customers enrolling multiple units receive automatic discounts:

2 units: 10% discount on total
3-4 units: 15% discount on total
5+ units: 20% discount on total

9.3 Payment Methods

Payment is accepted via major credit cards (Visa, MasterCard, American Express, Discover) processed through our secure payment system. A valid payment method must be on file for automatic recurring billing.

9.4 Failed Payments

If a scheduled payment fails, Provider will attempt to process payment again within 3 business days. Customer will be notified of the failure and given 10 days to update payment information. Coverage will be suspended after 10 days of non-payment and terminated after 30 days. Reinstatement may require a new waiting period.

10. Term, Renewal, and Cancellation

10.1 Initial Term

The initial term of this Agreement corresponds to your selected billing frequency: one month for monthly billing, three months for quarterly billing, or twelve months for annual billing.

10.2 Automatic Renewal

This Agreement will automatically renew for successive terms of the same duration unless cancelled by either party. Provider will notify Customer of any price changes at least 30 days before renewal.

10.3 Cancellation by Customer

Customer may cancel this Agreement at any time through the customer portal or by contacting Provider. Cancellation will be effective at the end of the current paid term. No refunds will be provided for partial periods except as required by law.

10.4 Cancellation by Provider

Provider may cancel this Agreement immediately upon:

Discovery of fraud or material misrepresentation by Customer;
Failure to pay fees after the cure period described in Section 9.4;
Abuse of the service program or filing of fraudulent claims;
Failure to return loaner equipment as required.

11. Limitation of Liability

11.1 Maximum Liability

PROVIDER’S MAXIMUM LIABILITY UNDER THIS AGREEMENT SHALL NOT EXCEED THE TOTAL FEES PAID BY CUSTOMER DURING THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR THE ANNUAL CLAIM LIMIT OF CUSTOMER’S PLAN TIER, WHICHEVER IS LESS.

11.2 Exclusion of Consequential Damages

IN NO EVENT SHALL PROVIDER BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF REVENUE, LOSS OF PROFITS, LOSS OF BUSINESS, LOSS OF DATA, SERVICE INTERRUPTION, OR REPUTATIONAL HARM, EVEN IF PROVIDER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

11.3 No Warranty

THIS AGREEMENT IS A SERVICE CONTRACT AND NOT A WARRANTY OR INSURANCE POLICY. PROVIDER MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, EXCEPT AS EXPLICITLY STATED IN THIS AGREEMENT.

12. General Provisions

12.1 Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the State of Ohio, without regard to its conflict of laws principles.

12.2 Dispute Resolution

Any dispute arising out of or relating to this Agreement shall first be subject to good faith negotiation. If the dispute cannot be resolved through negotiation within 30 days, either party may pursue binding arbitration in Columbus, Ohio under the rules of the American Arbitration Association.

12.3 Entire Agreement

This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements, representations, and understandings. No modification of this Agreement shall be effective unless in writing and signed by both parties.

12.4 Severability

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

12.5 Assignment

Customer may not assign this Agreement without Provider’s prior written consent. Provider may assign this Agreement to an affiliate or successor entity without Customer’s consent.

12.6 Notices

All notices under this Agreement shall be sent to the email address on file in the customer portal. Customer is responsible for keeping contact information current.

12.7 Force Majeure

Neither party shall be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, labor disputes, supply chain disruptions, or government actions.

12.8 Amendments

Provider reserves the right to amend these Terms and Conditions with 30 days’ notice to Customer. Continued use of services after the effective date of amendments constitutes acceptance of the amended terms.

The Penn Group

Total Console Coverage Service Plans

623 Eastgate Parkway. Gahana, Ohio 43230

614-741-5306 | sales@thepenn.group

www.thepenn.group

Document Version 1.0 — Effective January 28, 2026

TOTAL CONSOLE COVERAGE

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