Service, Warranty & SLA Policy

Scope of service

Every project starts with a documented scope of work covering the site list, bill of material, work steps and completion criteria. Anything not written in the approved scope is treated as additional work.

Site survey

A free site survey is offered within serviceable cities. For outstation locations, travel is chargeable and adjusted against the order value if the project is awarded.

Installation warranty

• 12 months workmanship warranty on installation, cabling and mounting
• Hardware and equipment carry the manufacturer (OEM) warranty only
• Warranty claims are attended within the SLA applicable to your contract tier
• Warranty covers rework of our workmanship — not damage or misuse

Response & SLA

• Standard support: response within 24 working hours
• AMC clients: response within 4–8 working hours as per contract tier
• Critical 24x7 sites: response as per the separately signed SLA
• Onsite attendance timelines depend on city and site accessibility

Exclusions

• Damage from fire, flood, lightning, power surge, theft or vandalism
• Faults caused by unauthorised repairs or third-party interference
• Consumables, batteries and wear-and-fail parts unless a comprehensive contract is signed
• Civil, masonry, false-ceiling and painting work
• Client-supplied faulty equipment or unsupported end-of-life hardware

Safety & compliance

All electrical work is executed by licensed personnel following IS/NEC practice. Live-line work is never undertaken — a safe shutdown window must be provided. Test reports and as-built documentation are handed over on completion.

Handover & documentation

Every completed job is closed with a signed service report, installation photographs, applicable test reports, and admin credentials handed to the client's nominated contact.