★Ownership · Warranty

The five-year workmanship warranty.

Every system IntegrateIT installs carries a five-year workmanship warranty. It covers our hands: the cable we pulled, the terminations we made, the mounting and the rack, the programming we wrote, the calibration we performed. If any of it fails because of how we did it, we come back and put it right — parts of the install that are our work, and the labor to correct them, at no charge to you. The equipment carries its own manufacturer warranty alongside ours, and when a piece of hardware fails inside its term we file and chase that claim for you rather than handing you a support number. That split is the honest one: we stand behind our work, the manufacturer stands behind its hardware, and you make one phone call either way — (913) 804-7575, or office@integrateit.tech.

The five years run from the date of the final invoice — the one that closes the project after the walkthrough, the training and the handover documentation. Not from the day the first cable went in, and not from the walkthrough itself. The final invoice date is on your paperwork and on the project record in the portal, so there is never a question about which day year five ends.

What workmanship covers

Workmanship means our labor and the decisions inside it. Every item below is ours to fix for five years, whether the fault shows up in week two or year four:

• Terminations and connections. Every keystone, connector, punch-down, crimp and solder joint we made. An intermittent drop traced to a termination is our defect, and re-terminating it is our cost.
• Mounting and rack work. Displays, projectors, speakers, access points, cameras, shade brackets and the rack itself. A mount that works loose, sags, or was fastened to something that could not hold it, we come back and do properly.
• The wiring we installed. The cable we pulled, in the path we chose, to the standard we specified. A run that fails certification, was damaged during our install, or was routed somewhere it should not have gone is ours to repull.
• Programming and configuration defects. Scenes that fire the wrong way, a schedule written incorrectly, a driver configured against its own documentation, a keypad that does not do what its engraving says. If the system stops behaving the way we handed it over, we correct it.
• Calibration we performed. Display calibration, speaker levels and delays, subwoofer alignment, camera framing and focus — reset to the state you signed off on.

One thing worth saying plainly, because it is where most warranties get thin: diagnosis is included. Working out which of the four buckets a fault belongs in — our workmanship, the manufacturer’s hardware, a programming change, or something outside the system — is our labor, and we do not bill you for the answer even when it turns out the fault was not ours.

It is also why we do not subcontract the rough-in: you cannot warranty workmanship you did not perform.

What it does not cover

A warranty that appears to cover everything covers nothing you can rely on, so here is the boundary. These are not ours — though in most of them we are still the ones who find the fault and handle the fix:

• Equipment failure. A processor, amplifier, display, shade drive, access point or keypad that fails on its own is a manufacturer claim. We run that claim for you — file it, chase it, take delivery and install the replacement — but the part comes from the manufacturer under its term. Terms vary by brand, and yours are written down at handover.
• Lightning, surge and utility power events. A strike or a utility fault that takes out electronics is not an install defect. It is also the failure we can most reduce in advance, which is why surge protection is specified rather than optional.
• Internet and carrier faults. An ISP outage, a carrier problem, or service that never delivered the speed it was sold at sits outside the system. The diagnosis that proves it is included; the fix belongs to your provider.
• Changes made by the owner or a third party. A device somebody else added, a setting changed in an app, a network reconfigured by another company, a TV swapped without telling us. We will take it on as service work and often adopt it properly — but a fault introduced after we left is not a defect in what we handed over.
• Consumables. Batteries in remotes, keypads, shades and sensors; projector lamps and filters; anything designed to be replaced on a schedule. We tell you what that schedule is at handover.
• Cosmetic wear. Scuffs, marks and finish wear on surfaces that were sound at handover. Structural or safety issues with our mounting are covered above; the difference is whether it still holds.

How to make a claim

No claim form, no third-party administrator. Two ways in, and both reach the people who built the system:

• Call or text (913) 804-7575. Texting a photo or a short video is faster than describing the fault — a blank display, a flashing keypad or a rack LED often settles the diagnosis before anyone drives.
• Open a service ticket in the customer portal at customer.integrateit.tech, and choose Warranty claim as the type. The ticket, our replies and the visit that resolves it stay together as one thread you can read back later.

Either way you get a reply within one business day — typically by phone. Tell us the room, what it used to do, and what it does now; that is enough to start. The first move is triage rather than a truck, and a fair share of faults settle on the call. What you never have to do is work out whose problem it is before you ring.

How fast we get there

Two standards, because a dead system and an annoying one are not the same emergency:

• A fault that takes a system down gets a next-business-day on-site visit. No audio in the house, the theater dead, the network off, lighting or shades unresponsive, cameras not recording — that is a truck the next business day.
• A fault that degrades without stopping is scheduled inside the same week. A zone out, a scene misfiring, a display drifting off calibration: still ours, still no charge, just not ahead of a house with no network.

Both clocks start at the reply, not at the voicemail: within one business day you know what we think it is and when we will be standing in the room. On a monitored network we frequently see the fault before you report it at all.

If you sell the house

The warranty can transfer. The remainder of the five-year term passes to the next owner on request, after we inspect the system and for a transfer fee. The inspection is the point: we are agreeing to stand behind work that has changed hands, and a walk through the rack and the rooms tells us the system is still the one we built. Tell us the closing date and the buyer’s name, we schedule the inspection, and once it is done we record the transfer against the project, so the new owner inherits the documentation, the expiry date and the same phone number.

Say it in the listing. A house whose systems come with named coverage, documentation and an integrator who still answers the phone is an easier sale than one where the buyer inherits a rack nobody can explain.

How this relates to service plans

The warranty is not a plan and you do not subscribe to it. There is no mandatory monthly fee to own a system we built, and our support runs for as long as you own it. Two things on the service plans page are genuinely recurring and both are optional: professional alarm monitoring, and a network managed-service contract.

The one place the two meet is the network tiers. Foundational is included in this warranty — firmware updates on the network gear plus next-day response on outages, for the five-year term. Whole-house and Estate add monitoring, health reviews, priority dispatch and after-hours programming on top. Nothing here is contingent on buying either one.

Where your warranty lives

Not in a drawer. Every warranty on your job is a record in our system — what it covers, the day it starts, the day it expires, and every claim made against it, each linked to the ticket that resolved it. Manufacturer terms are recorded the same way, per item, with the serial number, so nobody hunts for a box in the basement to prove a display is still inside its term.

You see the same record we do. The handover package published at the end of your project lists every warranty on the system with its expiry date beside it, and the customer portal at customer.integrateit.tech is where you open a claim and read the history back. When a term is close to running out we know before you do — the last month of a five-year warranty is worth exactly as much as the first, and only if somebody is watching the date.

Questions owners ask about the warranty