Contact Information Section

Need Direct Help?

Live Chat

  • Available 9 AM – 6 PM EST
  • [Add live chat widget/link]

Email Support

Phone Support

  • 514-867-8428
  • Business hours: 9 AM – 6 PM EST

Quick Actions Section

Report a Problem

Issues with orders, products, or installations

  • Wrong product size
  • Missing items
  • Damaged products
  • Delivery delays
  • Installation problems [Report Issue Button/Link]

Check Order Status

Track your orders and shipments

  • View order history
  • Check shipping status
  • Download invoices [Track Order Button/Link]

Warranty Support

Access compliance and warranty records

  • View installation compliance
  • Download warranty documents
  • Check warranty status [View Warranty Button/Link]

FAQ Section – E-Commerce & Orders

How do I get contractor pricing and discounts?

To access contractor pricing, you need to apply for a contractor account:

  1. Click “Become a Contractor” on our website
  2. Fill out the application form with your business details and license information
  3. Submit required verification documents
  4. Once verified, you’ll see discounted prices automatically when logged in
  5. Contractor discounts are typically 15-25% off retail pricing

How does the AI Design Suggestive Engine work?

Our AI system helps you choose the right products for your project:

  1. Enter your project specifications (area, climate, voltage, preferred method)
  2. The AI analyzes your requirements and recommends products and quantities
  3. Review the recommendations and modify as needed
  4. Add recommended items to your cart with one click
  5. The system warns you if essential components are missing

What payment methods do you accept?

  • Credit cards (Visa, MasterCard, American Express)
  • PayPal
  • Bank transfers for large orders
  • Net 30 terms for verified contractors

How do I track my order?

  1. Log into your account
  2. Go to “Order History”
  3. Click on your order number
  4. View real-time tracking information
  5. You’ll also receive email updates when your order ships

What is your return policy?

  • 30-day return window for unused products
  • Products must be in original packaging
  • Custom-cut cables are non-returnable
  • Contact support for return authorization
  • Return shipping costs may apply

FAQ Section – Training & Certification (LMS)

How do I earn certifications and badges?

  1. Enroll in available training courses
  2. Complete all required modules
  3. Pass quizzes with minimum 80% score
  4. Take the final exam
  5. Certification is awarded automatically upon passing
  6. Badges appear on your profile and affect marketplace ranking

Can I download my certificates?

Yes, digital certificates are available:

  • View certificates in your profile
  • Download as PDF files
  • Certificates include verification codes
  • Share with clients or employers
  • Valid for 2 years (renewable)

What training courses are available?

  • Basic Snow Melting Installation
  • Advanced System Design
  • Compliance and Safety Standards
  • Troubleshooting and Maintenance
  • Business Development for Contractors

How long do courses take to complete?

  • Basic courses: 2-4 hours
  • Advanced courses: 6-8 hours
  • Self-paced learning
  • Progress is saved automatically
  • Mobile-friendly platform

How is the leaderboard ranking calculated?

Ranking is based on:

  • Certifications earned (40%)
  • Course completion rates (20%)
  • Quiz/exam scores (20%)
  • Community participation (10%)
  • Time since last activity (10%)

FAQ Section – Project Management

How do I create and manage projects?

  1. From your contractor dashboard, click “Create New Project”
  2. Enter project details (client info, location, project type, specifications)
  3. Select project type: Heated Driveway, Walkway, Staircase, Ramp, Rooftop, Pet Relief Area
  4. Link to related orders if applicable
  5. Track installation progress through project phases
  6. Update status as work progresses

What project types can I create?

  • Heated Driveway
  • Heated Ramp
  • Heated Walkway
  • Heated Staircase
  • Heated Rooftop
  • Heated Pet Relief Area
  • Other (custom description)

How do I update project status?

Project statuses include:

  • Ready: Signed but not started
  • Active: Currently being built, compliance in progress
  • Completed: Installation done, compliance complete

Can I link orders to projects?

Yes, you can:

  • Link existing orders to projects
  • Create new orders from project specifications
  • Track product usage per project
  • Generate project-specific reports

FAQ Section – Compliance & Warranty

Why is compliance tracking important?

Compliance tracking:

  • Ensures installation meets warranty requirements
  • Validates warranty for customers
  • Maintains your contractor ranking
  • Provides documentation for insurance
  • Protects against liability issues

What is included in compliance checklists?

Step 1 – Preparation

  • Paving material placement verification
  • Foundation height verification
  • Required photos documentation

Step 2 – Cable Installation

  • Cable verification and unboxing test
  • Installation verification
  • Layout compliance checkboxes
  • Bedding layer height verification

Step 3-5 – Additional Steps

  • Pavement installation
  • Panel installation documentation
  • Final testing and documentation

How do customers access their warranty information?

End-users receive:

  • Secure link to customer portal
  • Access to project compliance records
  • Downloadable warranty documents
  • Installation photos and documentation
  • Ability to contact original installer

What warranty periods apply?

  • Heating Cables: 10 years limited warranty
  • Panels and Controllers: 3 years limited warranty
  • Labor Warranty: Varies by contractor (set in contractor profile)

How do I upload compliance documentation?

  1. Navigate to your project
  2. Access the compliance checklist
  3. For each step, upload required photos/documents
  4. Ensure photos clearly show installation details
  5. Add notes or descriptions as needed
  6. Mark checklist items as complete

FAQ Section – Contractor Marketplace

How is contractor ranking determined?

Ranking is calculated based on:

  • Certifications earned (25%)
  • Compliance completion rates (25%)
  • Project quality scores (20%)
  • Customer reviews and ratings (20%)
  • Response time and communication (10%)

How do I get found by customers?

To improve visibility:

  • Keep your profile updated and complete
  • Maintain high compliance ratings (95%+)
  • Earn relevant certifications through our LMS
  • Provide excellent customer service
  • Request reviews from satisfied customers
  • Respond quickly to inquiries

What information appears in my contractor profile?

Your profile includes:

  • Company name and contact information
  • Service area coverage
  • Certifications and badges earned
  • Compliance rating and project history
  • Customer reviews and ratings
  • Specialties and services offered

How do customers find contractors?

Customers can search by:

  • Geographic location/postal code
  • Project type specialization
  • Certification level
  • Customer rating
  • Availability

Can I control my visibility in the marketplace?

Yes, you can:

  • Set your service area radius
  • Specify project types you handle
  • Update availability status
  • Choose public or private profile
  • Control contact information sharing

FAQ Section – Dealer Integration

How does dealer integration work?

  • Contractors are automatically matched with dealers within 65km radius
  • Choose to work with local dealer or buy direct
  • Dealer becomes preferred shipping address for orders
  • Dealer portal shows linked contractors and their projects

How do I change my dealer relationship?

From your contractor profile:

  1. Navigate to “Dealer Settings”
  2. View current dealer relationship
  3. Options: Separate from dealer, Select new dealer, Buy direct
  4. Update shipping preferences accordingly

What do dealers see about my projects?

Dealers can view:

  • List of linked contractors
  • Contractor membership status and enrollment date
  • Project IDs, client names, and job addresses
  • Project status (pending, processed, delivered, ready for pickup, completed)
  • Products purchased, costs, and dates

Troubleshooting Section

Common Issues and Solutions

Cannot log into my account

  • Check email and password spelling
  • Try password reset
  • Clear browser cache and cookies
  • Contact support if issues persist

Products not showing contractor pricing

  • Ensure you’re logged into contractor account
  • Verify contractor status is approved
  • Check that verification is complete
  • Contact support for account status

AI recommendations seem incorrect

  • Double-check project specifications entered
  • Verify area measurements are accurate
  • Consider climate and voltage requirements
  • Contact support for recommendation review

Cannot upload compliance photos

  • Check file size (max 10MB per file)
  • Use supported formats (JPG, PNG, PDF)
  • Ensure stable internet connection
  • Try different browser if issues persist

Order not showing in project

  • Verify order and project are linked correctly
  • Check order status and processing stage
  • Allow time for system updates
  • Contact support to manually link order

Contact Support Section

When to Contact Support

Immediate/Urgent Issues (Call)

  • System completely down
  • Cannot access critical project information
  • Payment processing failures
  • Safety-related installation concerns

Standard Issues (Email/Chat)

  • Account questions
  • Product recommendations
  • Training course issues
  • General how-to questions

Non-Urgent Issues (Submit Ticket)

  • Feature requests
  • Documentation updates
  • General feedback
  • Account modifications

Support Ticket Categories

  • Order Issue
  • Product Problem
  • Account Access
  • Training & Certification
  • Compliance & Warranty
  • Technical Support
  • Billing
  • Other

Response Times

  • Critical: Within 2 hours
  • High: Within 4 hours
  • Medium: Within 24 hours
  • Low: Within 48 hours

Resources Section

Useful Links

  • [Download Mobile App]
  • [Contractor Application]
  • [Training Course Catalog]
  • [Product Specifications]
  • [Installation Guidelines]
  • [Warranty Terms and Conditions]
  • [Privacy Policy]
  • [Terms of Service]

Documentation Downloads

  • Installation Best Practices Guide
  • Compliance Checklist Template
  • Product Specification Sheets
  • Warranty Registration Forms
  • Safety Guidelines PDF