WARRANTY POLICY – WITHOUT PROCARE™
All equipment warranties begin on the date of the Installation Payment or Completion Payment Invoice, whichever comes first. Your Loop workmanship warranty begins on the date of the Final System Design Invoice.
- Software, electronic hardware (audio/video products, network products, control products, etc.), and standard programming is warranted for 90 days from the Completion Payment Invoice date. This warranty covers troubleshooting, repair, and/or replacement labor of any of the installed hardware (TVs excluded)
including 3rd party manufacturer and/or shipping fees. - Upon expiration of the 90 day warranty period the client is responsible for all fees and applicable labor associated with any product or software issues. Note that many manufacturer warranties extend beyond 90 days. For product failures within the manufacturer warranty but beyond The Loop warranty, you are responsible for all labor, shipping, and applicable programming with the replacement of said product failure.
- The Loop Technologies warrants non-electronic hardware and its applicable installation labor for a period of twelve (12) months. This warranty covers wires, plates, connectors, and other applicable infrastructure hardware ONLY.
- ALL LOOP WARRANTIES ARE VOID if the installed hardware or related installation (including programming) has been adjusted, reset, updated (including integrated OFE), or reconfigured by you or another party.
- All Owner Furnished Equipment is EXPRESSLY EXCLUDED from ANY warranty provided by The Loop, and any warranty of said OFE is hereby expressly DISCLAIMED. Any service calls associated with usability, configuration, or settings of OFE will be subject to our Normal Service Rates & Policies.
SUPPORT POLICY
- Our Service and Support hours are from 8:00 am – 5:30 pm, Monday – Friday, excluding federal and state holidays. Our standard service response time is two (2) business days from receipt of an email or voice mail request for onsite support, and one (1) business day for phone or email support. Out of Warranty support visits are billed at $105/hr, one-hour minimum, and 15-minute increments thereafter.
- Phone, email, and on-site support desired beyond our regular business hours is $150/hr, one-hour minimum, EVEN IF THE PROBLEM IS NOT RESOLVED. Any after-hours support needs must be created via a phone call to our after-hours support inbox, which is reachable by calling our main number.
