Extended 36-Month Warranty Policy

Extended 36-Month Warranty Policy

1. Purpose

Define the extended Metrolane warranty reference represented in Support as WP-EXT-36.

2. Scope

Applies to claims evaluated under WP-EXT-36. The policy period is 36 months.

3. Policy

Eligible manufacturing defects may be considered during the 36-month policy period when supported by claim evidence. Impact damage is excluded from coverage under this policy. Approval or rejection must be recorded against the individual claim and supported by a decision reason.

4. Responsibilities

Support records claim evidence and decisions; the deciding agent applies the policy; fulfilment functions process approved remedies separately.

5. Exceptions and escalation

Where the evidence indicates accidental or impact damage, the claim is not converted into a manufacturing-defect claim merely to achieve a covered outcome. Missing evidence is escalated rather than guessed.

6. Records and evidence

Retain case, claim, item/serial evidence where present, decision and downstream fulfilment or closure records.

7. Related controlled information

Policy code WP-EXT-36; Support Case Handling & SLA Procedure.

Responsibilities and ownership

Business functions covered by this policy are responsible for applying the current published version, recording required approvals and preserving the evidence that supports a decision. Managers are responsible for ensuring that exceptions are visible and do not become informal standing practice. Where another controlled policy or transaction record is more specific, that record remains authoritative for the particular case.

Control and records

Records created under this policy must be maintained in the system that owns the underlying business activity. A policy document explains the rule; it does not replace an order, case, claim, invoice, approval, receipt or other operational record. Supporting evidence should be sufficient for a later reviewer to understand what was requested, what was decided and why.

Exceptions and interpretation

Where the policy cannot be applied because required evidence is missing or the facts are ambiguous, the matter should be escalated through the responsible function rather than resolved by assumption. Any approved exception should be recorded with its business context and approver. Silence in this policy must not be treated as permission to bypass another applicable control.

Review and revision

This policy remains in force until superseded or withdrawn through the controlled-document process. Material changes are reviewed and approved before publication, and the effective date of the new version determines when it governs future business activity.