HVAC Coverage Policy Statement + Required On-Site Steps

We know HVAC downtime can disrupt your operations and comfort. Our goal is to help you resolve issues quickly, minimize costs, and ensure the best possible outcome when service is needed. This policy explains when GlacierGrid can cover HVAC-related costs, and how we can work together to make sure coverage applies.

When We Can Cover HVAC Service Costs

We’re able to cover the cost of an HVAC service visit when:

• The issue is directly related to our thermostat installation and within our coverage criteria

• The steps below are followed during the visit so we can support in real-time and confirm the issue

Examples of covered issues include:

• Thermostat misconfiguration (occupied/unoccupied scheduling, incorrect setpoints, HVAC mode mismatch)

• Wiring mismatches at the thermostat from our install (if not damaged later by others)

• Disconnected or incorrectly installed zone sensors

• Internal wire reconnection at the thermostat (loose terminals, missing jumpers, thermostat-specific wiring fixes)

When We Can’t Cover HVAC Service Costs

Some issues fall outside the scope of GlacierGrid’s service coverage and are best handled by your HVAC vendor directly:

Thermostat or Site Conditions:

• Damage caused by staff, customers, or third-party contractors

• Vandalism, theft, or misuse

• Devices not provided by GlacierGrid

RTU or HVAC System Conditions:

• Pre-existing or mechanical failures inside the RTU (e.g., compressors, fans, boards, relays)

• Undersized or overworked units

• Gas line issues, abnormal noises, or smoking equipment

• Units that struggled during pre-install testing, where this was communicated in advance

Common On-Site Findings We Don’t Cover:

• Clogged condensate drains

• Worn or loose fan belts

• Wiring faults inside the RTU return cavity (outside our touch zone)

• Wiring damaged by pests, rust, or environmental wear

• Power-related issues (blown fuses, tripped breakers, failed transformers)

• Tripped float switches or drain-sensor activations

Important Clarifications

During installation, GlacierGrid technicians:

• Do not modify wiring inside the RTU cabinet

• Do not test, replace, or alter RTU components

• Do not perform work beyond thermostat and sensor installation unless agreed in writing

• Use a Power Extender Kit if a common wire is missing on the RTU

If an issue is inside the RTU or in wiring we could not access during install:

• We can help diagnose remotely

• Repairs must be handled by your HVAC vendor and are not covered by GlacierGrid

If Damage Occurs During a Visit

• Customer-dispatched technician → Customer is responsible for technician actions and related repairs

• GlacierGrid-dispatched technician → GlacierGrid takes responsibility and coordinates directly with the vendor

Steps to Ensure Coverage

1. Contact GlacierGrid Support When the Technician Arrives

   • Call or email support@glaciergrid.com before troubleshooting begins

   • This allows us to document the visit, support live, and help avoid unnecessary costs

2. Share Photos and Details During the Visit

   • Supply air temperature readings (before and after)

   • Thermostat wiring photos

   • Any error codes, messages, or visible issues

3. Send Final Documentation Within 30 Days

   • Summary of issue and repair

   • Final photos

   • Itemized invoice

We can only guarantee coverage when all steps above are followed.

If GlacierGrid Schedules the Technician

• We coordinate the visit, confirm availability, and keep you updated

• Cost = Vendor invoice + 20% coordination fee (covers scheduling, vendor vetting, and real-time support)

• If the issue is outside our coverage scope, we’ll confirm before work begins

Questions?

Email support@glaciergrid.com we’re here to help you get your system back on track quickly and cost-effectively.