Stonemark ICF Handbook

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Stonemark ICF Handbook
1. Introduction
Granite Life Solutions, LLC has created a program to certify selected fabricators for the purpose of selling
Granite Life Protected Countertops®. Granite Life® allows you to offer your customer a 15 Year Limited
Warranty against Food & Beverage staining on granites installed indoors for residential use only. Outdoor or
Commercial applications are not eligible for the 15 yr warranty.
Key differentiators of Granite Life Protected Countertops is:
 15 Year Limited Warranty against Food & Beverage staining
 15 yr Fully Transferable Warranty
 Needs No Annual Sealing
 Maintenance – Free
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 Exclusive to Granite Life Authorized Dealers
This handbook sets forth the benefits, requirements and service level expectations to become a Granite Life
Certified Fabricator and Installer for Granite Life™ protected countertops.
2. Becoming a Granite Life® Provider
In order to offer Granite Life Protected countertops, a service provider must be certified by Granite Life
Solutions, LLC.
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Granite Life is launching the Granite Life Protectant® by Granite Life® nationwide and it will soon be launched
in your area. Granite Life® is now selecting premier fabricators in your area to offer the Granite Life Protected
Countertops. Once a fabricator is selected as a service provider they need to be certified as a Granite Life
Provider (herein referenced as GLP) in order to be authorized to fabricate and install Granite Life Protected®
countertops. Upon certification, the GLP will receive a certificate to verify GLP status and certification date.
Granite Life® will supply Granite Life Protectant directly to the GLP. The GLP will be responsible for correct and
thorough application of the protectant to the finished countertop, including edge profile, sink cut outs, range cut
outs, and all faucet holes.
Granite Life® expects this new brand offering to substantially increase sales of
granite countertops.
The Granite Life® brand launch will be supported by marketing collateral promoting a 15-year warranty against
staining.
A GLP must adhere to the following certification requirements:

Granite Life Protectant® must be used only on granite and marble countertops sold with the Granite
Life 15 Yearwarranty. Usage of the Protectant on countertops other than such purchased countertops
is a violation of this agreement. If a fabricator violates this agreement, it will be grounds for decertification and the inability to perform any further Granite Life® projects.

Initially train and continue to train and support associates using the Granite Life Product Knowledge
(PK) Manuals as set forth in this manual.

Abide by all warranty procedures set forth in this manual to register all customers’ Granite Life®
purchases and provide the information to the customer to finalize and activate their warranty at the
time of the successful installation

Granite Life and its associated warranty, is an exclusive brand for granite and marble. Using nonGranite Life Protected slabs for a Granite Life® customer/project, or offering a separate, competing
warranty on these slabs for non-Granite Life® customers, will be grounds for immediate decertification.
Each Granite Life 15 year Warranty treats up to 100 sq ft per residence at time of initial installation. Please ensure
an accurate account of square footage is entered. If countertop square footage exceeds 100; or if additional
countertop areas are added, an up graded warranty must be purchased. Failure to comply with these standards will
void warranty coverage.
3. Granite Life™ Protection
Natural stones are classified as igneous, metamorphic and sedimentary based on their geological formation.
There are many different types of natural stones including granite, marble, limestone, sandstone, soapstone
and schist. Granite is the most common and most suitable natural stone for countertops. Granite Life®
protects only GRANITE and MARBLE.
Granite Life® is constructed with a unique technology that penetrates the granite surface. It works at a molecular
level below the surface of the granite causing the stone’s molecules to repel food & beverage stains. Granite
Life Protectant creates a natural, safe barrier that protects your countertop from staining.
4. Granite Life Procedures and Policy
4.1 The GLP agrees to actively promote and sell the Granite Life 15 year warranty to its customers as a
supplemental warranty. The GLP will pay Granite Life Solutions, LLC $149 (coverage of up to 100 square
foot) for each Warranty sold. The Warranty must be purchased prior to the application of the Granite Life
Protectant and proper paperwork processed. Coverage from 101 square feet to 200 square feet will cost
$199 per warranty anything over 200 square feet will be cost $3.00 per square foot.
All Granite Life Protected countertops require an initial registration process to generate the customer’s information
and stage the warranty on the database for future editing and completion of the warranty. The GLP is responsible
for customer warranty registration preparation on www.granitelife.com which includes:
Step 1:
The GLP must enter the customer’s information and material information through the website.
Step 2:
Once the customer information has been entered on the website, the GLP must pay for the Warranty. The GLP
will provide Granite Life Solutions LLC with a credit card to keep on file and charge payments.
Step 3:
Upon completion of registration and payment the GLP will be issued a Granite Life Order Number on their
Purchase Receipt (Exhibit B). This Order Number will be entered into the website and allow the GLP to edit and
update records of the warranty.
Step 4:
After successful fabrication and treatment of the countertop the GLP will have the necessary data to complete the
warranty process. The GLP must print a copy of the Warranty Activation form (Exhibit C) and a copy of the
Granite Life Care & Use Guide (Exhibit D) that is needed at time of install.
Step 5:
At time of successful installation the GLP will provide the customer with the Warranty Activation form (Exhibit C)
and Granite Life Care & Use Guide (Exhibit D). The GLP must validate installation to trigger service and
commission payment.
Step 6:
The customer must register the warranty within 60 days of install. Registration can be done by the customer via
the website, www.granitelife.com, by entering the Warranty Activation Number located at the top right of the
Installation Approval form. After successful activation the customer can print a Proof of Activation Form, Care &
Use Guide, and Warranty Certificate.
4.2 Granite Life Protectant® is provided to the GLP as a no-charge item. The protectant is to only be used on
granite and marble countertops that are sold with a Granite Life 15 Year warranty. Granite Life® has associated
an expected square footage total for protectant coverage. Each gallon of sealer will seal 400 to 600 sf of finished
countertops using the process/procedure outlined in Exhibit A. Granite Life® will monitor the usage of protectant
using the actual sf totals input by the GLP on the warranty registration website. Monthly audits will be done to
assure that GLP has adequate protectant to facilitate the Granite Life program. Usage of the protectant on
countertops other than such purchased countertops is a violation of this agreement. If a fabricator violates this
agreement, it will be grounds for de-certification and the inability to perform any further Granite Life® projects.
Each Granite Life Warranty treats up to 100 sq ft per residence at time of initial installation. Please ensure an
accurate account of square footage is entered. If countertop square footage exceeds 100; or if additional
countertop areas are added, up graded warranty must be purchased. Failure to comply with these standards will
void warranty coverage.
5. Warranty Claims
When customer contacts GLP about a potential warranty issue:
 Fabricator can direct customer to the Granite Life® website, where customer can access Warranty
Customer Support and submit issue details. Once issues are logged into the website, an email will be
automatically sent to a Granite Life Warranty Customer Service Support representative who will
immediately contact customer to discuss issue.
 Fabricator can provide customer with toll free number to call Granite Life to speak directly with a Granite
Life Warranty Customer Support representative.
 Fabricator can contact Granite Life Warranty Customer Support division at toll free number to advice of
customer issue; upon notification we will contact customer immediately to clarify details.
 Fabricator can email [email protected] to advice of customer issue; upon receipt of email
notification, Granite Life® will contact customer immediately to clarify details.
Upon notification of issue, a Granite Life Warranty Customer Service representative will contact customer via
phone to discuss details of the issue and to advise the course of action, as necessary.
6. Warranty Coverage
Fifteen Year Limited Warranty against Food & Beverage staining:
The Granite Life 15 Year Limited Warranty provides that Granite Life® will repair or assist in repairing any
stains caused by food or beverage, provided the customer has registered their Warranty. Should a customer
have a stain on their countertop, we will discuss with them what caused the stain and determine how to
resolve.
In the event a countertop cannot be repaired, Granite Life will make the final decision as to replacement of the
countertop. If replaced, the GLP of record will be paid at $24 a square foot for the templating, fabrication,
installation of the countertop, plus the cost of the raw goods (granite slab/slabs). Plumbing and related electrical
accommodations are the responsibility of the homeowner.
Should a customer experience a failure or problem not related to any of the above, Granite Life® will review the
details of the particular case and offer assistance if applicable.
7. IT Requirements
Granite Life Solutions LLC Web Site Implementation Document
1. User Agreement
a. System Requirements
Windows Based PC, Pentium 2 or higher, MS Windows XP or 2000, MS Internet Explorer version 6
or higher. All windows systems should have current patches and service packs applied.
b. Mutual Confidentiality Agreement
Granite Life Provider (GLP), hereby acknowledges that as a user of the Granite Life Warranty systems, they
are being trusted with copyrighted, proprietary, confidential and legally privileged information and trade
secrets that are the exclusive property of Granite Life Solutions LLC. At no time are the Granite Life
Solutions LLC systems, screens, reports, login access or any related information to be shared with any other
companies or individuals under penalty of the law including but not limited to: big box home improvement
companies, fabrication businesses, granite supply companies, construction companies, software or
technology companies.
Granite Life Solutions LLC hereby acknowledges that it will not use, sell, or otherwise benefit in any way
from said Granite Life Provider information, entered into the Granite Life Solutions LLC system.
2. Privacy Policy
We respect and are committed to protecting your privacy. That is why we have adopted this Privacy Policy.
This Privacy Policy lets you know how your personal information is processed and explains data collection
and use practices for the Granite Life Solutions LLC Systems and Web Sites.
By signing this document, you are consenting to the information collection and use practices described in this
Privacy Policy.
Data collection Practices – Granite Life ® collects data that is entered by registered web site users into defined
web entry forms only. Granite Life ® registration, warranty activation, warranty issues, resolutions,
merchandise purchasing are examples of data collection activities. No subliminal data collection practices are
conducted on the Granite Life ® web sites.
Data security – All data collected on the Granite Life® web sites are maintained in a secure web database
environment. All data collected is used for the intended business process only. No third party distribution or
subsequent use occurs at any level.
Information Distribution – Absolutely no information entered on the Granite Life ® web sites is distributed to any
parties at any time in strict accordance with the Granite Life distribution agreement.
Information Processing – Granite Life ® reserves the right to process all web transactions in strict accordance with
the Granite Life ® distribution agreement.
By signing below you are accepting the terms and conditions of this contract, authorizing you to become
a Granite Life Provider offering a 15 Year Granite Life warranty.
Date
Signatures
Granite Life Solutions, LLC
Granite Life Provider
Addendum A
Pre-Installed Countertop Service Program
Granite Life, LLC will honor a 15 Year Limited Warranty against Food & Beverage staining on select granites
(Exhibit E) which have already been installed at a customer residence. Outdoor or Commercial applications are
not eligible for the 15 yr warranty.
The cost of the 15 Year Limited Warranty (against Food & Beverage staining) will remain a direct cost to the
GLP of $149 for up to 100 square feet of treatment area. In order to provide this service option the GLP must
have a credit card on file. The GLP will be immediately charged $149 for the warranty or $199 for a warranty
up to 200 square feet.
A GLP must adhere to the following requirements:

Granite Life Provider must thoroughly inspect the countertop and remove any existing staining prior to
 applying the protectant.
Any charge/fee for stain removal service is at the discretion of the GLP, and Granite Life
 acknowledges they will not be paid any portion of proceeds from those services.
The GLP may charge an additional application fee for the service of applying the Granite Life
Protectant. This fee is at the discretion of the GLP, and Granite Life acknowledges they will not be
 paid any portion of proceeds from those services.
The GLP will be responsible for the backing the warranty for the first six (6) months after application.
This timeframe ensures that the process was done correctly and thoroughly. After the grace period of
six (6) months has expired Granite Life will assume liability of the remaining warranty timeframe.
Granite Life Solutions, LLC is providing the Granite Life Protectant and the backing of a 15 Year Warranty
for Food & Beverage staining. Granite Life Solutions, LLC is not responsible for any damage that may
occur to the homeowners premise (either on the interior and exterior), and/or theft of items (either on the
interior and exterior). The GLP must have the proper licensing and insurance to perform In-Home services
within their jurisdictions
By signing below you are accepting the terms and conditions of this contract, authorizing you to become
a Granite Life Provider offering a 15 Year Granite Life warranty.
Date
Signatures
Granite Life Solutions LLC
Granite Life Provider
EXHIBIT A
Granite Life® Application Process
1. After fabrication is complete, rinse countertop with clean water (removing all fabrication residues) and
wipe clean.
2. For best results allow countertops to dry thoroughly.
3. Drizzle the Granite Life Protectant over the entire surface of the countertop.
4. Immediately spread the Granite Life Protectant using your hand, working Granite Life Protectant into the
stone surface including all cut edges (both finished and unfinished). Some foam may appear during the
working; this is normal and even desirable. Granite Life Protectant is not a coating and a uniform wet
layer will not remain after application. This is also normal.
5. Wait 10 minutes, and then rework Granite Life Protectant into the countertop rewetting all surfaces and
edges by adding fresh Granite Life Protectant to the stone (if needed).
6. After 5 minutes; while still wet, remove liquid using clean paper towels/clothes/squeegee.
7. After 5-10 minutes, streaks and haze may be polished off with a clean dry terry cloth towel. [Excess
residue can be removed by wiping the specific area with a Granite Life Protectant dampened towel and
wiping with a clean, dry terry towel immediately.]
8. Finished countertop(s) can be handled 20 minutes after application, and can be installed after
approximately 3 to 5 hours dependent upon the dryness of the countertop.
EXHIBIT B
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EXHIBIT C
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EXHIBIT D
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EXHIBIT E
GLP Contact Information Sheet
Company
Name:
EIN:
Address:
State:
City
Business
Phone:
Zip:
Fax:
Email:
Owner:
Phone:
Cell:
Email:
Company
Admin:
Phone:
Cell:
Email:
Salesperson:
Salesperson:
Phone:
Phone:
Cell:
Cell:
Fax:
Fax:
Email:
Email:
Tel:877-417-5656
www.granitelife.com
Fax: 877-532-9988
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