Whole unit
12 monthsStandard factory coverage for verified manufacturing defects in covered components and workmanship, measured from shipment unless the contract states otherwise.
Support designed with the rollout
12-month unit warranty.
3-year compressor coverage.
A visible baseline for coverage, startup spares, response times and claims—then a model- and market-specific warranty schedule in the commercial agreement.
UNIT12 months
Standard factory warranty from shipment unless agreed otherwise.
COMPRESSOR3 years
Replacement compressor for a verified manufacturing defect.
SPARESNormally 1%
Startup parts planned around the released model and order quantity.
RESPONSE1 business day
A named case owner acknowledges a complete support request.
Standard coverage
Make support
part of the quote.
Coverage is useful only when duration, parts, exclusions, local responsibilities and the evidence needed for a remedy are all written down.
Compressor
3 yearsReplacement compressor coverage for a verified manufacturing defect. Refrigerant, freight and local labour are included only when stated in the contract.
Startup spares
Normally 1%Production programs receive an agreed critical-parts pack, normally planned around 1% of order quantity and adjusted to the model and rollout.
Lifecycle supply
Parts pathwayIdentified service parts remain available on a commercial basis for the supported product life, subject to component availability or an approved substitute.
Support service levels
Know what happens next.
Response timing begins when the case contains enough information to identify the unit, operating environment and reported fault.
Acknowledge
Within 1 business dayConfirm the case owner, evidence received and missing information.
Initial diagnosis
Within 3 business daysProvide initial technical direction after the required evidence is complete.
Batch containment
Within 5 business daysFor a verified repeat issue, issue an initial containment and corrective-action plan.
Parts dispatch
Date confirmed per caseConfirm availability, shipping method, cost responsibility and tracking before dispatch.
Coverage boundaries
Clear exclusions prevent surprises.
The project warranty schedule identifies covered components, start date, remedy, parts freight and local service responsibility. The accepted contract takes precedence over this standard summary.
- Transit damage not attributed to factory packing
- Incorrect voltage, installation, ventilation or ambient conditions
- Misuse, poor cleaning, neglected maintenance or unauthorized modification
- Normal wear, consumables and cosmetic damage after acceptance
- Local labour, refrigerant, duties and freight unless agreed in writing
- A claim without model, serial and reasonable diagnostic evidence
Claim pathway
One case.
Four controlled steps.
A complete record speeds remote diagnosis, exposes a repeated issue and creates traceability for the remedy and the next production run.
01 · IdentifyModel, serial number, order reference, location and installation date
02 · RecordPhotos or video, controller readings, ambient condition and operating history
03 · DiagnoseSafe checks completed, suspected cause and whether other units are affected
04 · ResolveTechnical guidance, replacement part, credit or unit remedy according to verified cause and contract
Remedy and responsibility
Depending on the verified cause and contract, the remedy may be technical guidance, a replacement part, commercial credit or replacement of a non-repairable unit. MARKOOL confirms freight, labour and local service responsibility in writing before action.
Planning a regional rollout?
Build the support pack now.
Share the model, destination, rollout quantity and local service setup so startup spares and documents can be included in the quotation.
Request a warranty schedule ↗