The long-term performance of our various tile-surfacing systems is largely dependent upon the careful preparation of the site’s base and execution of our specialized and proprietary method of installation. Our Certified Installer Program aims to equip independent contractors with the knowledge and skillset required to successfully install these surfacing systems in compliance with our quality benchmarks. Upon successful completion of the program, being a Certified Installer provides independent contractors with the opportunity to bid on projects in their area that specify sofSURFACES’ products, warranty support, and visibility in a competitive market.
In order to have the sites you install warrantied by sofSURFACES, you will need to submit the following completed documents upon the completion of every project.
The following documentation will be used to determine your Certified Installer status. Once certified, it is your responsibility to ensure all information presented below is returned to sofSURFACES after the successful completion of each project. Compliance with sofSURFACES’ Certified Installer Program will be calculated by this information and then used as a criterion of the Renewal Process.
Warranty Information Form
Certain information is needed by sofSURFACES in order to process and activate the site’s warranty coverage.
Site information (project name, addresses, site contact information, etc.) and Certified Installer information (such as your certified installer number) will need to be provided after each installation in order to generate the Warranty Certificates that will be supplied (please see example to the right).
Certificates of Completion
Certificates of Completion are to be filled out with the customer during an on-site walk-through. It indicates that they believe the work to be satisfactory and signifies their acceptance of the end product you have provided them. This needs to be completed on site after every installation and submitted to sofSURFACES before warranty certificates will be supplied
Photos
The following photographs must be taken at specific milestones as the installation Proceeds:
Audits will be regularly conducted by sofSURFACES at its sole discretion to ensure each of our Certified Installers are continuing to install our product in compliance with the specifications and standards outlined in our Installation Manual and demonstrated during training.
sofSURFACES will bear the costs associated with the audit process, however the Certified Installer that performed the installation will be responsible for any remedial work deemed necessary to bring a site incorrectly installed into compliance with sofSURFACES’ specifications and quality standards.
Keeping your certification status in good standing will be dependent on consistently maintaining a satisfactory outcome of the audit process.
Warnings will be issued and coaching provided to Certified Installers who do not satisfactorily pass the audit process on a site-by-site basis. sofSURFACES reserves the right to revoke Certified Installer status from those Certified Installers who consistently fail the audit process, and may refuse to re-issue this status at its sole discretion.
As our technology improves and Industry standards change over time, our installation process is continuously evolving. To ensure the long-term success of our product and the safety surfacing systems created out of it, it is essential that all of our Certified Installers stay up-to-date on current Installation Methodology. Doing so is another requirement of keeping your Certified Installer status valid and in good standing.
sofSURFACES will notify you of any changes to the standard installation procedures as they occur, and it will then be your responsibility to make sure these changes are implemented on future installations, and continued unless instructed otherwise.
Certified Installer status will be awarded for each Certified Installer that stays compliant with the terms outlined. As long as you remain in good standing with sofSURFACES, your status will remain valid.
Each Installer must submit Photos, Certificates of Completion, and Warranty Information after each project they complete
Each Installer must achieve minimum compliance score each year (65%)
Each Installer must uphold sofSURFACES’ commitment to excellent customer service and maintain service levels that align with the philosophies of sofSURFACES.
If, as a Certified Installer you fail to adhere to the above and fail to show compliance with the terms of the program, sofSURFACES maintains the right to revoke your certification status at any time.
If for any reason you wish to retire your Certified Installer Status please notify sofSURFACES by emailing the address below:
Training to become a Certified Installer shall strictly mean/include/involve the following:
Only one sofSURFACES foreman will be supplied to guide the crew that the subcontractor to be trained must provide, unless alternative arrangements are made.
The Subcontractor is solely responsible for providing an appropriate, able bodied, and willing labour force to complete the work.
The Subcontractor is solely responsible for paying the crew they provide. This includes any overtime, lodging, mobilization (etc.,) expenses that may be encountered.
The training will be for a maximum of the days indicated. If that work is not completed in that time frame, any additional days (including Labour, Meals, Mobilization, Mark-up, etc.) will be an extra charge.
The number of days allotted shall be consecutive meaning that if the start date is a Friday, the work will continue throughout the course of the weekend (i.e., Saturday & Sunday) as needed until completion. No exceptions will be permitted, unless the subcontractor to be trained agrees to pay all expenses associated with the Foreman sitting idle during the weekend/holiday, or the expenses associated with a second mobilization.
The number of days is non-negotiable and fixed. If the work is completed in less time a credit will only be issued at sofSURFACES’ sole discretion.
The Subcontractor is fully responsible for all planning involved in ensuring the equipment/tools required to complete the work are provided and on-site in time for the work to begin on that start date–without delay. Additional time to make up for any delays caused by their failure to do so is not guaranteed and will only be provided if sofSURFACES is able to do so and at its sole discretion.
It shall be the Subcontractor's sole responsibility to provide the equipment/tools required to facilitate the offloading of the delivery. All planning involved in ensuring this equipment/tools is on-site in time to receive and offload the delivery without causing delay is exclusively the responsibility of the subcontractor.
INDEPENDENT INSTALLATIONS
Upon receiving Certified Installer status, any work completed, independent of sofSURFACES requires a certified trained supervisor to be present on all projects for the entire installation process in order to obtain warranty documents from sofSURFACES.
REVOCATION
sofSURFACES reserves the right to revoke Certified Installer status if you fail to comply with sofSURFACES’ Certified Installer Guidelines.
PRODUCTS
Certification status applies only to the product line training was completed on (ie. If only trained to install duraSAFE, you are only certified to install duraSAFE, not duraTRAIN etc.).
sofSURFACES reserves the right to revoke Certified Installer status at its sole discretion whenever a Certified Installer fails to:
• To comply with the warranty requirements outlined on pgs. 2-3, including but not limited to:
• Failing to provide proper photos of each installation
• Failure to submit Project Completion Forms signed by the customer
• Failure to send the warranty information needed to completion the warranty documents, etc.
• Failure to successfully pass the Auditing Process
• When it is found that work is not in compliance with sofSURFACES’ standards
• If indicated remedial work has not been performed
• Failure to uphold sofSURFACES’ commitment to excellent customer service. For instance if sofSURFACES receives feedback that you continuously have a bad attitude with customers and you fail to maintain service levels that align with the philosophies of sofSURFACES.
• Failure to maintain a minimum compliance rating of 70% in previous period.
Once sofSURFACES has revoked your certification status you will be removed from sofSURFACES’ Certified Installer Database and will not be permitted to install sofSURFACES’ product until such time that your status has been reinstated and brought into good standing.
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