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Comfort Plan: Service and Maintenance Process

Updated this week

Overview

The LightReach operating lease includes a full parts and labor warranty, as well as proactive maintenance during the lease term of 10 or 12 years. After the 10 or 12 year period, the customer's monthly payment is reduced, and maintenance shifts solely to preventative.

Fully bundled maintenance for the system is a major selling point to consumers. We should strive to provide an intuitive program that leaves our customers worry free & confident in our ability to service their needs and their system.

Objective

  1. Build consumer trust with a timely, all encompassing service offering to ensure their system is well maintained and up time is maximized
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  2. Ease the adoption of new technology and financial offering with peace of mind product
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  3. Allow customers to maximize the value of their system in “out years”
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  4. Protect Palmetto from unexpected costs

Program Specifics

Years 1-10/12 Operating Lease

  • Parts and labor covered for major and minor maintenance and service
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  • 1x annual preventative maintenance which includes filters

    • Flexible pricing can be formatted to include a 2nd visit.
      ​

Years 10/12-15 Service Agreement

  • Customer has the option to renew the lease in (1) 3 year increment, then (2) 1 year

    • If they do not indicate removal, upgrade, or buyout, the service agreement will automatically be implemented.
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  • At Year 15 customer must either purchase, upgrade, or remove

    • 25% Reduction in payments to LightReach throughout years 10-15.

    • 1x annual preventative maintenance

      • Flexible pricing can be formatted to include a 2nd visit.
        ​

  • No Labor Warranty After Year 10, If major or minor repairs required the customer will be responsible

    • At any time they can choose to remove for a fee, buyout the system, or opt in to a new lease.
      ​

  • Parts Warranty may extend beyond 10, but is manufacturer and product specific and is only guaranteed for term of the agreement

Program Process

  1. Commencing at installation approval, installer owns all service issues for a 90 day period.

  2. Homeowner to provide “reasonable” care in order to qualify for parts warranty, this is backstopped by language in our contract

Registering OEM Equipment Warranties

  • Parts Warranties will be registered by Palmetto during the Installation Package review process

    • DO NOT REGISTER THE EQUIPMENT WARRANTY

    • Copies of warranty certificates will be uploaded to portal

    • Warranty certificate reports will be sent out on a monthly basis
      ​

  • Labor Warranties will be registered en masse on a monthly basis with approved providers

    • Registration reports will be available upon request

Palmetto Comfort Plans are designed to a) offer the consumer an optimized ownership experience and b) work seamlessly with our partner’s workflows. There are three primary components required to ensure the consumer experience and asset lifecycle is optimized:

  • Annual or Bi-Annual Maintenance

  • Consumables and accessory costs

  • Service Labor Costs

The table and process below outlines program specifications and process for Annual Maintenance/Bi-Annual Maintenance and consumables.

Click here for a PDF version of this table

Category

What is Eligible

What is scope of work

Allocated Cost

How to Bill

How is this operationalized

Maintenance

1X annual maintenance is included as standard with the Palmetto Comfort Plan.

2X annual maintenance may be offered to customer if opted in at the point of sale

Cooling System (Spring/Summer Check)

Click here for details

  1. Inspect and clean condenser coils

  2. Check refrigerant levels and pressures

  3. Inspect and test capacitors, contactors, and relays

  4. Inspect and tighten electrical connections

  5. Test thermostat operation and calibration

  6. Check and clean condensate drain line

  7. Inspect fan blades and motors

  8. Lubricate moving parts as needed

  9. Replace air filters

Heating System (Fall/Winter Check)

Click here for details

  1. Inspect heat exchanger for cracks or damage

  2. Inspect and test ignition system and burners

  3. Check flue pipe and venting

  4. Test safety controls and limit switches

  5. Inspect blower motor and assembly

  6. Verify proper gas pressure (if gas system)

  7. Check electrical components and wiring

  8. Replace air filters

  9. Test thermostat and system controls

  10. Verify system startup and shutdown sequence

Exclusions

  1. Major repairs or part replacements not included in basic tune-up

  2. Ductwork cleaning or sealing

  3. Non-HVAC related electrical or plumbing work

  4. Thermostat upgrades or replacements unless specified

$125/hour labor rate is allocated with an expected visit duration of 1 hour.

Exceptions to this include homes with multiple systems which may be billed for 2 hours.

Invoices may be sent to Palmetto after work is completed.

Invoices should reference Fee Line

HVACMTN125

and indicate hours on site.

  1. Maintenance reminders along with work orders will be sent in the spring and fall to Palmetto Partners, and a case will be created to track completion.

  2. Upon receipt of the invoice, Palmetto will close the case for that period.

Filters/Media

Filter Replacements are priced into the consumer lease rates.

Replace air filters or media filters during annual or bi-annual maintenance visits.

$60 Annually

Invoices may be sent to Palmetto after filters have been delivered to customer.

Invoices should reference Fee Line

HVACFILTER60

Palmetto partners will replace filters while onsite with the customer for maintenance visits.

Eligible for one annual reimbursement

Humidifier Pads

Humidifier Pad Replacements are priced into the consumer lease rates.

Replace humidifier pads during annual maintenance visits.

$30 Annually

Invoices may be sent to Palmetto after Pads have been delivered to customer.

Invoices should reference Fee Line

HVACPAD30

Palmetto partners will replace pads while onsite with the customer for maintenance visits.

Eligible for one annual reimbursement

UV Light Replacement

UV Light replacements are priced into the consumer lease rates.

Replace UV lights every one or two years for the term of the system.

$65 Annual Bulb

Invoices may be sent to Palmetto after Replacement bulbs have been delivered to the customer.

Invoices should reference Fee Line

HVACUV$100

Palmetto partners will replace bulbs while onsite with the customer for maintenance visits.

Eligible for one annual or bi-annual reimbursement.

Dehumidifier Filter

Disposable filter media replacement are priced into the consumer lease rates

Replace disposable air filters or media during annual or bi-annual maintenance visits.

Does not cover washable filter media

$30 Annually

Invoices may be sent to Palmetto after filters have been delivered to customers.

Invoices should reference Fee Line

DEHUM30

Palmetto partners will replace filters while onsite with the customer for maintenance visits.

Eligible for one annual reimbursement

Billing Process

Annual/Bi-Annual Maintenance

  1. Palmetto Partners will receive notifications and work orders for recurring maintenance. - When and how.

  2. Upon receipt of the work order, partners can complete the work within a 90 day window

  3. Upon completion of the work, partners should invoice against the work order and reference the appropriate Fee Line.

  4. Email invoices and Service Ticket to [email protected]

  5. Invoices will be paid on a Net 20 basis

Billing for Consumables

  1. As applicable and described in the table above, Palmetto Partners should invoice for consumables.

  2. Reimbursement is allowed only for consumables with eligible accessories listed in the System Design portal.

  3. Invoices should reference the appropriate Fee Line.
    ​

Click here for example photos

Example Service Ticket

Example Invoice

Example Allocated Cost

Service Labor Policy

Palmetto, in partnership with OnPoint, offers a full-service labor warranty as part of the Palmetto Comfort Plan.

This program helps both dealers and homeowners by extending the maintenance and service relationship over the full system lifespan (10–12+ years).

Key Highlights

  • Comprehensive Warranty: Full-service labor warranty provided through OnPoint, a trusted third-party provider.

  • Revenue Opportunity: Designed to help dealers, installers, and service companies grow revenue by maintaining long-term customer relationships.

  • No Participation Fee: Dealers can enroll and participate in the program at no cost.

  • Personalized Local Support: Dedicated support available for participating dealers.

  • Streamlined Claims Process: Dealers can file claims directly with OnPoint and manage them at their own pace.

  • Homeowner Peace of Mind: Ensures complete service coverage for the homeowner throughout the system’s lifecycle.

Registering Warranties

On a monthly basis, warranties will be registered by Palmetto with Onpoint.

Warranties will be registered at a $150/Hour price point

Service Authorization

  • Preauthorization is required for repairs, with an expected cost of greater than $750
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  • Call OnPoint Warranty at 877-510-8111, option 2 for authorization if:

    • The expected repair cost exceeds the incident limit of $750.

    • The current repair, aggregated with past repairs, exceeds the product purchase price

    • While dealers will file directly, for efficiency, Palmetto will act as facilitator in the event there is any discrepancy or dispute in pre-auth or claim approval process.
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Filing a Claim

Waiting Period: A period of 91 days from the Installation Date must pass before a claim can be submitted.

  1. Waiting Period: A period of 91 days from the Installation Date must pass before a claim can be

  2. Dealers can file a claim by filling out the form found here.

    1. Parts warranty covered under OEM and claim should be filed with OEM/Distributor

  3. Customers can also directly file claims by filling out the form found here -

    1. If a consumer needs to contact Onpoint, they can do so at 1-844-518-2040 or online at: https://onpointwrnty.io/HVACSupport to request service, view terms and conditions, or transfer their warranties upon the sale of their home.

    2. While most Palmetto partners will prefer to complete servicing, in the event a customer requests service directly, and the installing partner declines the service, a back up servicer will complete the work.

  4. Allowable hours and examples can be found here: Combine Labor allowance and pricing examples doc. Can use current allowable hours, but need updated examples at $150 rate

  5. While Onpoint has a very high claim approval rate, in the event that a claim is rejected, partners may escalate the claim to their Palmetto Channel Account Manager

  6. Payment Timeline: Claims are adjudicated and approved for weekly payment, with prompt reimbursement typically occurring within 14 days.

All partners will need to be onboarded to the Onpoint system in order to receive remittance. Palmetto will complete this registration on partners behalf, with explicit partner approval.

FAQ

1.

Are existing installed accessories covered under the warranty/consumable coverage?

  • No, only newly installed accessories that were listed in the portal System Design and submitted in the Install Package are covered.

2.

What does the standard annual preventative maintenance scope of work include?

  • Services cover both cooling (Spring/Summer) and heating (Fall/Winter) systems, including:

  • Inspecting and cleaning condenser coils

  • Checking refrigerant levels and pressures

  • Inspecting and testing capacitors, contactors, and relays

  • Replacing air filters

3.

Can I upsell customers during light reach maintenance or service?

  • Yes, Although we do not recommend because we are offering the customer a worry free program

  • Any upsells would NOT be covered under the Comfort Plan Program

4.

Are there any claims limits?

  • There are no limits to the number of claims; however, there is a limit to the monetary value of claims. The maximum liability owed is equal to the lesser of the retail price paid for the unit less tax and claims paid.

5.

Are there deductibles?

  • If applicable Palmetto will pay deductibles to Onpoint, not our contractor partners.

6.

How soon will I get paid after submitting a Service Labor claim?

  • 14 days and under.

7.

Can contractor claim multiple repairs under a single job and receive tiered payouts

  • Yes, The highest cost repair code is reimbursed in full (100%), followed by the second repair at 75%, and any additional repairs at 50% of the applicable repair code. This ensures that dealers receive more money per job, making their efforts worthwhile.

8.

What if my claim is rejected by OnPoint?

  • While Onpoint has a very high claim approval rate, in the event that a claim is rejected, partners may escalate the claim to their Palmetto Channel Account Manager

9.

How can I get paid more for maintenance, service and consumables?

  • Palmetto is working on a configurable maintenance and service structure, under which contractors can pre-set desired service and maintenance rates.

  • We expect this feature to be released in the upcoming

*Onpoint Examples Coming Soon

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Maintenance and Service (1).pdf
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