Warranty & Cover

Backed by a 2-year hardware warranty

Totem hardware is built to last in busy student buildings, and it is backed by a 2-year warranty. Stay on a Totem service agreement and that cover keeps going - so your estate is protected for the long term, not just the first year.

2-year hardware warranty
On Totem Control units and the Connect hub
Cover continues while subscribed
Hardware stays covered for the life of your agreement
Software maintained on subscription
Updates, monitoring and support included
Faulty units replaced
Defective hardware swapped out

How Totem cover works

2-year hardware warranty

The Totem Control units and Connect hub are warranted against defects in materials and workmanship for two years. If a covered unit fails, we replace it.

Cover that continues

While your Totem service agreement is active, hardware cover continues - including beyond the initial two years. If your subscription lapses, repairs or replacements after the two-year warranty may be chargeable, so staying subscribed keeps your devices protected.

Software kept current

Your Totem platform is continuously maintained under your subscription - firmware and software updates, continuous monitoring and remote support are all included, separate from the fixed-term hardware warranty.

Buy or subscribe

Totem can be purchased outright or included as part of a managed subscription, depending on what suits your portfolio. The 2-year hardware warranty applies either way.

Protected, whatever happens

Cover you should never need to use

Totem Control units are engineered to fail safe to full power on any fault - so even in the rare event of a hardware issue, no student is ever left cold while a replacement is arranged. The warranty is your backstop; the fail-safe design is your everyday protection.

Warranty FAQ

Does Totem come with a warranty?
Yes. Totem hardware comes with a 2-year warranty covering the Totem Control units and the Connect hub against defects in materials and workmanship. While you remain on a Totem service agreement, that hardware cover continues beyond the initial two years.
How long is the Totem hardware warranty?
Two years from installation on the Control units and Connect hub. Cover then continues for as long as your Totem subscription remains active, so devices stay protected for the life of your agreement.
What does the Totem warranty cover?
The Totem Control units and Connect hub against defects in materials and workmanship - covered units that fail are replaced. Software, firmware updates, continuous monitoring and remote support are maintained separately under your subscription.
What happens to my warranty if I stay on a Totem subscription?
Hardware cover continues for as long as your Totem service agreement is active, including beyond the initial two-year term. Staying subscribed keeps both your hardware covered and your software fully maintained.
What happens if my subscription lapses or is cancelled?
Your hardware is warranted for two years from installation either way. After that, ongoing hardware cover is tied to an active subscription - if there is a break in your subscription, repairs or replacements beyond the two-year warranty may be chargeable. Staying subscribed keeps cover continuous.
Is the software covered as well as the hardware?
Yes. The Totem platform is continuously maintained under your subscription, including updates, monitoring and remote support. This is separate from, and runs alongside, the fixed-term hardware warranty.
Can I buy the hardware outright, or is it only on subscription?
Either. Totem can be purchased outright or provided as part of a managed subscription, depending on what works best for your portfolio. The 2-year hardware warranty applies in both cases.

Questions about cover for your estate?

Tell us about your buildings and we'll set out exactly how warranty and service work for your deal.

Talk to Totem →
Full warranty terms are set out in your Totem service agreement. Totem is operated by Chaahk Limited, registered in England & Wales No. 12042935.