This Service Warranty Policy explains the Acre Nexus warranty support provided with qualifying pump, control, and remote monitoring systems sold by Acre Nexus. It is intended to give the customer a clear understanding of warranty eligibility and coverage terms, required conditions, claim procedures, exclusions, and optional enhanced service offerings.

1. Eligibility and Required Enrollment

To qualify for this Service Warranty, the covered equipment must be purchased through Acre Nexus and installed by Acre Nexus or by a contractor approved in writing by Acre Nexus. The system must be properly commissioned and documented at startup, including model information, serial numbers, installation date, startup checklist, and baseline operating records. Active remote monitoring service must be maintained for a minimum of three consecutive years from the startup date. Acre Nexus may deny or suspend coverage if equipment is installed contrary to manufacturer instructions, placed into service without proper startup verification, or operated without the required remote monitoring connection.

2. Coverage Terms by Equipment Type

This Service Warranty is structured to match the manufacturer warranty periods described for the components covered. Covered Franklin pumps sold through the ADS product line are eligible for a two-year Acre Nexus Service Warranty beginning on the documented installation date. Covered Orenco control panels sold through the ADS product line are eligible for a three-year Acre Nexus Service Warranty beginning on the documented installation date. This Service Warranty supplements the applicable manufacturer warranty. Manufacturer material replacement remains subject to the manufacturer’s own warranty review, inspection requirements, and approval process, while Acre Nexus provides coordination, documentation, diagnostics support, field response administration, and warranty claim handling as outlined in this policy.

3. What the Acre Nexus Service Warranty Covers

During the applicable warranty term, Acre Nexus will provide support for confirmed warrantable issues affecting the covered pump or covered control panel. Covered support includes service intake, review of monitoring alerts and service history, phone-based triage, coordination with the customer, preparation of warranty claim documentation, and, when needed, one standard diagnostic field visit during normal business hours to confirm failure and document the condition. Acre Nexus may also coordinate replacement ordering, return processing, and startup verification after replacement, when applicable. This Service Warranty is intended to provide the customer with a clear, documented service path and a single point of contact for warranty-related support.

This Service Warranty does not cover damage or failure caused by abuse, neglect, dry running, freezing, improper voltage, lightning, power surge, flooding beyond design conditions, debris ingestion, altered wiring, unauthorized repairs, misuse, poor maintenance, or installation conditions outside manufacturer recommendations. This warranty does not cover consequential damages, including crop loss, downtime, lost income, excavation, dewatering, trucking, rental equipment, or emergency bypass pumping unless specifically included in writing. Consumables, routine maintenance, cleaning, clog removal, normal wear items, and customer-requested service unrelated to a confirmed warrantable defect are also excluded. If Acre Nexus inspects a reported issue and determines that it is not covered, Acre Nexus reserves the right to bill the customer for labor, travel, and parts associated with that service event.

4. Remote Monitoring Requirement

Active remote monitoring is a required condition of this Service Warranty and must remain active for at least three years from the documented startup date. The monitoring system must remain connected, powered, and capable of transmitting alerts and operating status as designed. The customer is responsible for maintaining current payment for any required monitoring, messaging, or communication service. If remote monitoring is disconnected, disabled, unpaid, damaged, or intentionally bypassed, Acre Nexus may suspend or terminate warranty coverage. If service is later restored after a lapse, Acre Nexus may require reinspection, updated baseline documentation, and payment of a reinstatement fee before coverage resumes.

5. Claim Process and Service Response

If the customer believes a covered component has failed, the customer must notify Acre Nexus as soon as reasonably possible after discovery. Acre Nexus will open a service case, review available monitoring history, installation records, and prior service documentation, and determine whether the issue appears to be a likely warranty event or a non-covered operational issue. Acre Nexus may provide phone troubleshooting before dispatching field personnel. If field verification is required, Acre Nexus will schedule a standard diagnostic visit during normal business hours. Manufacturer approval is required for any material replacement covered under the applicable manufacturer warranty. Additional charges may apply if the reported condition is found to be non-warrantable, if after-hours response is requested, or if site conditions materially increase time, travel, or service complexity.

6. Optional Enhanced Service Plans

Customers may elect to add enhanced Acre Nexus service support through PumpPulse service plans. These plans are designed to provide proactive site visits, added documentation, condition tracking, and improved response coordination beyond the base Service Warranty. Enhanced service plans are available to customers who want greater visibility, more frequent site support, and a stronger preventive maintenance approach during the warranty period.

Available enhanced service options may include an annual inspection plan, a scheduled monthly service plan, or a bi-weekly service plan depending on system needs and site conditions. Customers enrolled in enhanced service plans may receive additional photo documentation, operating trend review, visit summaries, and improved response prioritization. Enhanced service plans are quoted separately and may be added at the time of purchase or after startup, subject to Acre Nexus approval and route availability.

7. Enhanced Monitoring and Preventive Service Support

Acre Nexus offers enhanced preventive service support through PumpPulse to help customers reduce downtime, improve equipment visibility, and identify issues earlier. These services complement the base Service Warranty by adding scheduled field visits, documented condition checks, and routine monitoring review. Preventive service support can be especially beneficial for systems operating in demanding environments or for customers who want additional confidence in system performance.

Depending on the selected service level, Acre Nexus may provide annual inspection service, recurring scheduled visits, photo documentation, trend notes, service summaries, and enhanced response coordination. These services are intended to support system reliability and create a stronger service record throughout the warranty period.

Enhanced monitoring, preventive service visits, annual inspections, onboarding services, and communication service renewals are quoted separately unless specifically included in the customer’s sales agreement or service agreement. Any additional services selected by the customer will be identified on the applicable quote, proposal, invoice, or service contract.

8. General Conditions

This Service Warranty applies only to the original customer and the original installation site unless otherwise agreed in writing by Acre Nexus. The customer must provide reasonable site access, maintain safe working conditions, and cooperate with Acre Nexus in diagnosing and documenting any reported issue. Acre Nexus may suspend service or deny coverage where there are unpaid balances related to the covered system, unsafe site conditions, repeated unauthorized system modifications, or failure to comply with the conditions of this policy. Except as expressly stated in writing, this Service Warranty is the only Acre Nexus service warranty provided with the covered equipment.

9. Warranty Acknowledgment

By accepting the sale, installation, or startup of the covered system, the customer acknowledges and agrees to the terms of this Acre Nexus Service Warranty Policy. Additional service offerings, monitoring renewals, and preventive maintenance plans may be added by separate written agreement.