General
1. All information in this Agreement has been supplied in good faith and is a true & reasonable depiction.
2. Both parties undertake to deal honestly, co-operatively, and professionally, with each other.
3. Both Parties undertake to keep confidential all non-public domain and/or Commercial-In-Confidence information concerning or given by the other party, and not disclose to any other parties without written permission. All information is deemed to be Commercial-In-Confidence, unless it is known to be in the public domain.
4. The Reseller notes that National Warranty Services offers attractive wholesale volume pricing
without any monthly volume requirements, and that National Warranty Services pre-purchased warranties have no ‘Use By’ date, and can be sold and activated
at any time after purchase.
5. The Reseller notes that National Warranty Services offers the same attractive wholesale volume pricing for both pre-purchased and on-line IDA Warranty System warranties. For on-line IDA Warranty System warranties, this pricing applies even if only a single warranty is purchased (however, pre-purchased '
sticker' warranties, that need to be printed, assembled, and shipped, have a minimum order quantity of 5).
6. The Reseller notes that National Warranty Services have
not included any explicit Failure Rate conditions in this Agreement, but National Warranty Services reserve the right, at any time in the future, to add a 'Failure Rate Loading' to a Reseller's wholesale volume pricing (for subsequent warranty sales), or to refuse to sell and supply warranties, because of the level of system failure rate.
7. National Warranty Services agrees to provide each Reseller with a monthly account for all warranty purchases (both 'sticker' and IDA Warranty System warranties) to be paid within ten days of the end of each month (and receipt of Monthly Invoice). The Reseller notes that comprehensive Sales Reports are available at any time in the on-line IDA Warranty System Admin module.
8. National Warranty Services agrees to supply the Reseller with any available free ‘point of sale’ material as requested.
Warranties
1. The Reseller notes that National Warranty Services warranties are a contract between the Warranty Holder & National Warranty Services (ie not the Reseller or Wholesaler).
2. There is NO 'Use By' date on any National Warranty Services warranty, and there is a 100% Money Back Guarantee.
3. The Reseller notes that National Warranty Services standard warranties have a seven day 'no fault' period from the date of warranty purchase ('back-dated' warranties 30 days) to help ensure some degree of system Quality Assurance & Control by the Reseller (and/or Wholesaler). This period is also applied to
individual components that may not be used in the first seven days (i.e. a component or build fault that only becomes apparent when used at later time).
4. National Warranty Services 'Instant' Warranty System automatically add the seven days to the Expiry Date. In the case of 'back-dated' warranties where there is a 30 day 'no fault' period, and IDA Warranty System automatically adds this period the Expiry date.
5. To assist Resellers, National Warranty Services will provide
ex gratia national warranty service for system or component faults during this 'no fault' period for systems not able to be serviced locally by the Reseller (or Wholesaler) on a ratio of one ex gratia 'no fault period' call per $2,500 of warranties purchased. For additional faults during this period, Resellers have the option of National Warranty Services charging back the cost of any necessary local service, or having system shipped back for service.
6. Resellers should note that the National Warranty Services patented 'Instant' Warranty Delivery & Activation System (IDA System) instantly and automatically activates ALL 'instant' National Warranty Services warranties (as opposed to 'sticker' warranty purchases) so there is NO need for the Reseller or Warranty Holder to take any subsequent registration or activation action. For other, ie sticker, warranties, on-line or phone warranty activation is required. If the warranty has not been activated, National Warranty Services will, as a minimum, require a copy of the retail sales invoice to help establish the date the warranty was sold and the details of the system the warranty was purportedly for.
7. The Reseller undertakes that they will provide sales invoices relating to systems covered by National Warranty Services warranties as may be required by National Warranty Services and National Warranty Services warranty management procedures at the time. Resellers should note that, where the National Warranty Services warranty has
not been activated at the time of purchase, and there where is no valid warranty ID(s) on the Sales Invoice, there is no actual proof that a National Warranty Services 'sticker' warranty was, in fact, ever purchased for that system at the time of sale. To prevent service delay or refusal of service, Resellers & Wholesalers are asked to include the National Warranty Services warranty ID(s) assigned to the system(s) sold, on their Sales Invoice.
Service Policies & Practices
1. This Agreement is an agreement for both Resellers and Service Agents. Resellers are not under any obligation to be a Service Agent, or to do any warranty service work, and can indicate this by ticking or not ticking the appropriate box in this form. Notwithstanding, the Reseller is in any case not under any obligation to do warranty service work. Similarly, Authorised Service Agents are not under any obligation to purchase National Warranty Services warranties (although that would presumably result in additional paid warranty service work).
2. The Reseller notes that National Warranty Services may refuse to carry out or pay for service for warranties that have not been paid for.
3. The Reseller notes that National Warranty Services has a written Guarantee that National Warranty Services will always offer Resellers any paid warranty work for their systems, where the Reseller wishes to provides the service, and that can be provided in a timely manner (and the Warranty Holder had no objection); and that National Warranty Services may also offer the Reseller additional paid warranty & non-warranty service work.
4. The Reseller notes that they may opt NOT to carry out warranty work for their systems on a 'case by case' basis.
5.
National Warranty Services has no objection to the Reseller or Service Agent doing service or other work for any other warranty and/or service companies at any time.
6. The Service Agent undertakes to behave professionally and courteously at National Warranty Services clients' sites at all times; and, in particular,
not to disparage or criticise clients' IT systems, or their Reseller, by word, action, or implication, nor to actively seek the client's future IT business (where the Service Agent is not also the client's Reseller).
7. The Service Agent further undertakes that the technical service that the Service Agent provides shall be wholly professional, competent, efficient & effective.
8. The Service Agent agrees that any National Warranty Services service work the Service Agent undertakes is warranted as to accurate fault diagnosis, and problem resolution, for 21 days. Re-occurrence of the same symptoms/fault within this period is deemed to be the same Job, unless there are extenuating reasons, circumstances, or explanation.
9. The Service Agent agrees to abide by National Warranty Services Service policy and procedures, and carry out National Warranty Services service work in accordance with such policies and practices. These policies are those included in this Agreement, and additionally included with each Job Sheet, along with current Service Fees.
10. These policies are in place so that National Warranty Services can efficiently and professionally manage & control the carrying out, the completion, and the payment for, National Warranty Services service work. In particular, this means -
- If not already logged by the Warranty Holder, the logging of jobs must be done when a possible warranty fault is discovered, and/or when discovering the system is covered by a National Warranty Services warranty. NOT after the job has been completed or later.
If a warranty job is logged by the Reseller on the Warranty Holder's behalf, National Warranty Services will confirm the Job request and details with the Warranty Holder, and advise them regarding non-warranty faults and other warranty conditions.
Warranty jobs are generally logged by phone to the National Warranty Services 1300 number. At week-ends, and after hours, Resellers and Service Agents can log jobs, at the time, by email or leaving a voice message.
- Service Agents undertake to report the faulty part by phone, and quote your wholesale cost (plus 10%) where you have a suitable replacement available; or to request a suitable replacement part - at the time of the fault diagnosis. NOT after the job has been completed or later. As noted elsewhere, National Warranty Services generally approve parts over the phone while on-site.
- If National Warranty Services have supplied, or paid for, the replacement part, if the faulty part is still under Manufacturer's Warranty, and if the Reseller is carrying out the service work as the Service Agent, the Reseller will directly RA the faulty part for replacement, and subsequently return the replacement part to National Warranty Services.
- Except where the Reseller is directly RA'ing the faulty part for replacement, the faulty part/s is returned to National Warranty Services (at National Warranty Services' cost), in all cases.
11. The Reseller (or Service Agent) explicitly agree that, if service work is carried out without National Warranty Services authorization, then there is no National Warranty Services Authorised job or National Warranty Services control or management, and therefore National Warranty Services has no responsibility for the service work carried out, parts provision, job completion, or job payment.
12. The Service Agent notes that, for each National Warranty Services Job, at the end of
every Job, National Warranty Services require:
- the return of any faulty parts not being directly RA'd,
- a completed Job Sheet, with faulty & replacement part details, and Customer's signature,
- and a (correct) invoice.
13. The Service Agent notes that National Warranty Services generally pay for service & parts within one week of receiving all the above required items, and have a written Payment Guarantee to pay within ten working days, or pay an additional $50.
14. Because National Warranty Services cannot directly and actively manage the actual service work, the Service Agent notes that National Warranty Services do not, and cannot, pay on a 'time & materials' basis, but have instead a sliding scale of service fees, based on what the faulty part is. This means that you are paid more for harder and longer jobs, and that the more competent & efficient Service Agent will be paid more per hour than the incompetent & inexperienced Service Agent.
15. The Service Agent agrees that accepting a National Warranty Services Job Sheet or other work authorised by National Warranty Services, comprises agreement that they are acting as an agent of National Warranty Services, and not on their own behalf, and agreement to existing National Warranty Services service conditions & fees, as attached to, or referred to, in each Job Sheet.
16. The Service Agent agrees that any payment by National Warranty Services is for work carried out as an agent of National Warranty Services. The Service Agent agrees that, for any National Warranty Services job, the Warranty Holder, or client, is an National Warranty Services client, not the Reseller’s or Service Agent's client.
17. The Service Agent agrees to notify National Warranty Services, prior to carrying out any service work, if those conditions are not acceptable, or if they are unable to carry out the service work in a timely manner has required by National Warranty Services & the warranty.
18. The Service Agent notes that the current National Warranty Services Service Fee Schedule is attached to each Job Sheet, and any National Warranty Services job accepted is on the basis of that Fee Schedule. The Service Agent agrees to notify National Warranty Services, prior to carrying out any service work, if that Fee Schedule is not acceptable, or they have any queries. This Service Fee Schedule is also available on the National Warranty Services site, under Forms.
Faulty Parts
1. The Reseller notes that, unless otherwise agreed, eg 2nd hand systems/warranties, all National Warranty Services warranties & wholesale warranty prices are based on the premise that all non-minor system components have at least 12 months Manufacturer's (or Reseller) RTB Parts Warranty.
2. Where faulty parts are not being returned directly by the Reseller themselves to the distributor or manufacturer for RA and replacement under manufacturer's warranty, National Warranty Services
always requires the return of all faulty parts to National Warranty Services, at National Warranty Services cost (by most cost effective method, usually the National Warranty Services 'Reply Paid' service).
3. The Service Agent understands that delays in the return of faulty parts to National Warranty Services delay job closure and payment, and could prevent the RA of parts to manufacturer entirely, or significantly reduce the length of manufacturer's warranty available on any parts subsequently RA'd by National Warranty Services.
4. Where National Warranty Services has supplied or paid for the replacement part, and the faulty parts are not being returned by the Reseller directly to distributor or manufacturer for replacement, and the faulty parts have not been returned by the Service Agent to National Warranty Services
within two weeks of job completion for checking and RA to manufacturer or distributor, National Warranty Services may deduct the cost of the part off the service fee and any replacement parts cost.
Replacement Parts
1. The Service Agent notes that National Warranty Services replacement parts should always be the same or better specification and quality of the faulty part (but the warranty and National Warranty Services do not cover additional parts and costs involved with any parts incompatibility issues that arise due to the lack of compatible replacement parts).
2. The Service Agent notes that all National Warranty Services warranties are based on 'instant' replacement of faulty parts, ie
prior to any RA of the faulty part/s (where parts are available within Australia).
3. The Service Agent notes that National Warranty Services generally provide 'instant' verbal replacement parts approval by phone.
4. The Service Agent notes that, to reduce down time and additional trips, National Warranty Services generally approves the supply of replacement parts by the Service Agent - even when National Warranty Services has the part on stock or National Warranty Services could purchase the part for less. The main exception would be when the part is expensive and National Warranty Services has it in stock.
5. The Service Agent notes that National Warranty Services is
not a retail customer, and pay their
cost, plus 10% to cover incidentals, for replacement parts.
6. Where parts are no longer under Manufacturer's Warranty, National Warranty Services supplies or pays for all replacement parts (and other costs) in all cases.
7. If the faulty part is still under Manufacturer's warranty, and the Reseller is doing the service work, but does not have a suitable replacement part, National Warranty Services will 'forward ship' replacement parts at our cost.
Parts RA
1. Where National Warranty Services has paid for, or supplied, any replacement parts for any of their system/s under warranty, the Reseller agrees to RA any faulty parts, that are still under Manufacturer's warranty, and return any replacement parts to National Warranty Services, at their cost.
2. The Reseller agrees that, if
RA replacement parts have not been returned to National Warranty Services
within three months of being sent to the Reseller, National Warranty Services will invoice the Reseller for the cost paid by National Warranty Services for the initial replacement parts in lieu of supply of such outstanding replacement parts.
3. National Warranty Services are more than happy to simplify the process and RA faulty parts directly to distributor, rather than return to Reseller, if that can be arranged.)
Freight
1. National Warranty Services will pay the freight to ship any replacement parts to the Service Agent by fastest practical method, and if not being RA'd directly, for the shipment of faulty parts to National Warranty Services (by most cost-effective method).
2. If parts are still under Manufacturer's warranty, and if not being RA'd directly, for freight of faulty parts to the Reseller for subsequent RA.
3. The Reseller is responsible for freight of faulty parts for RA to distributor, and for the freight of the replacement parts back to National Warranty Services (where National Warranty Services supplied or paid for replacement part).
Cancellation of Agreement
1. The Reseller and/or the Service Agent understand that breaching this Agreement and/or the National Warranty Services Service Policies & Practices, may result in one or more of - non-payment of service fees, and/or possible loss of Authorised National Warranty Services Service Agent, and/or Authorised Reseller status permanently, or for a period determined by National Warranty Services management.
2. The Reseller and/or Service Agent note that they may terminate this Agreement, without notice, at any time, for any reason.
3. The Reseller and/or Service Agent note that this Agreement may be revoked by National Warranty Services without notice for reasons deemed by National Warranty Services to be prejudicial to the delivery of professional, ethical, and timely and competent warranty and maintenance services, or in any way harmful to National Warranty Services's reputation for ethical, helpful, efficient, and professional service.
Continuing Obligation To RA Parts
1. Cancellation of this Agreement by either party will not abrogate or reduce in any way the Reseller's continuing obligation to RA faulty parts for parts under manufacturer's warranty and to forward outstanding replacement RA parts for the life of any National Warranty Services warranty previously purchased by the Reseller.
