Ulteig AISP Warranty Plans

Tier 2 and Tier 3 Warranties

What is covered by Ulteig’s Warranty

Ulteig warrants the Products and Services associated with the site-specific project against defects in materials and workmanship under normal use conditions. The Products and Services will conform to the site-specific requirements as outlined and agreed upon by the Client.

Products are manufactured and/or assembled from new or equivalent-to-new parts and components in accordance with prevailing industry standards and practices.

Services are performed with reasonable skill, care, and diligence expected of a competent contractor experienced in carrying out services of a similar nature, scope, and complexity.

How to submit a warranty request?

In order to begin a warranty request, please complete the Warranty Client Intake Form at the provided link: Warranty Client Intake Form. The Ulteig team will carefully review the Client request and determine eligibility for warranty coverage. Following this assessment, an Ulteig team member will contact the Client Representative to discuss the next steps based on the eligibility criteria.

What is the Claims Process?

If Ulteig determines that there is an active warranty, the Client Representative will receive a Warranty Claim Number. The Warranty Claim Number should be retained and will be referenced throughout the Claims Process.

If Ulteig determines the issue to be outside the scope of warranty coverage, Ulteig reserves the right to charge the Client a fair and reasonable fee for testing, inspection, and troubleshooting services.

Remote Diagnostic

An Ulteig team member will remotely perform a comprehensive diagnostic check and investigation of all Products and Services provided by Ulteig. During the Claims Process, the Client Representative will provide all requested assistance, without restriction, to facilitate the remote checks, inspections, and investigations. Once the remote diagnostic is completed, the Ulteig team member will communicate the identified issue(s), confirm their coverage under the warranty, and guide the Client Representative through the next steps.

Warranty Claim Resolution

Based on the diagnostic work performed, an Ulteig team member will repair or replace defective components or parts of the Product with new parts or serviceable used parts that are substantially equivalent in function and performance to the originally installed parts. If the issue relates to workmanship, the Ulteig team member will correct or address any deficiencies found in the project turnover configuration. Unless otherwise specified, all work will be performed remotely.

If requested, the Client Representative must return the Products to the requested return address in adequate protective packaging, prepay all applicable shipping charges, and insure the shipment or accept the risk of loss or damage during shipment.

Onsite Services

If a Tier 3 warranty is purchased and after remote diagnostics have been performed, an Ulteig team member will determine the need for Onsite Services. These Services will be provided within a specified and reasonable timeframe. Onsite Services are available during Ulteig’s normal business hours, excluding holidays. The Client is required to provide unrestricted access to the Products and Services and necessary assistance to facilitate the onsite checks, inspections, and investigations.

Warranty Services will be provided at the original site of installation or Ulteig facility.

What are the Client’s Responsibilities?

The Client must maintain proper handling, storage, installation, operation, and maintenance of the Products and Services. The Client is required to comply with the Products and Services instructions, specifications, manuals, and guidelines provided by Ulteig. The Client must perform regular and preventative maintenance of Services and Products to avoid exposure to dust, dirt, moisture, corrosion, or any other foreign material. Unauthorized modifications, repairs, or alterations of the Products and Services are strictly prohibited.

Warranty Exclusions

The warranty does not cover damage to the Products and Services caused by accident, abuse, misuse, fire, natural disasters, or other external factors. It also excludes unauthorized modifications, repairs, or alterations; normal wear and tear from standard usage or failure to perform regular preventative maintenance.

If damage is discovered that impacts the warranty, an Ulteig team member will promptly notify the Client Representative in writing, regardless of whether work is performed onsite or remotely. All work will be stopped until Ulteig is given notice to proceed via email or other electronic means. Once notice-to-proceed is received, work will be performed on a time and materials basis.

Warranty Disclaimer

These extended warranties are intended to be read as “providing add-on coverage” and not “as a substitute for” the warranty terms in the Agreement. In the event of a conflict, the terms of the extended warranty will apply, but only to the extent the conflict relates to the extended warranty work.