Home Outlet Cabinet Program Installer Resource Guide

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Resource Guide that outlines the Home Outlet Cabinet Installation Program for Certified Cabinet Installers.

CABINET INSTALLATION INSTALLER RESOURCE GUIDE

TABLE OF CONTENTS

3 4 5 6 7 8 9

Partnerships Sage Sync Login Homepage

57 58 60 66 68 73 74 76 77

Customer Journey Setting Customer Expectations: Measure Customer Email Notifications Setting Customer Expectations: Install Installer Email Notifications Warranty Overview Lead-Safe Renovation Granite Gold Appendix Call Script: Schedule Measurement Call Script: Change Order Call Script: Schedule Delivery & Install Cabinet Measure Worksheet Specifications For Safe & Proper Cabinet Installation

Navigation Panel Cabinet Measure Order Process Customer Contact Communication Feature Add Retail Order Note Enter Measure Date Reupload Cabinet Measure Worksheet Dealer to Submit Cabinet Design Submit Change Order Edit Change Order Cabinet Install Order Process Enter Scheduled Install Date

12 17 19 23 24 27 33 35

78 80 81 83 85 86 89 90 91 92 94

36 39 41 45 48 50 52

Customer Expectations Agreement Cabinet Delivery & Quality Check Prep for Measure Checklist Prep for Install Checklist Cabinet Scope of Work Cabinet Install Estimate Guide

Cabinet P.O. Received Verify Cabinet Quality Set to Pending Release From Pending Enter Actual Install Date Upload AOC

PARTNERSHIPS

Sage Surfaces was established in 2010 with the goal of being a complete countertop solution provider. We have been fortunate to be able to expand our business to more than just countertops and are now offering cabinet installation.

For more information about our products and services for Home Outlet please visit www.sagesurfaces.com.

CERTIFIED CABINET INSTALLER

Contact us at cabinets@sagesurfaces.com or (855) 782-9979 if you have any questions about this program. We’re here to help.

SAGE SYNC

Welcome to the era of effortless order tracking with the Sage Sync platform. Sage Sync is your ultimate solution for staying ahead in the fast-paced world of the installation business! Take control of your orders with seamless precision and unparalleled ease.

SAGE SYNC LOGIN

1. To access the Sage Sync platform, visit us at sync.sagesurfaces.com

2. You will then be directed to our Sage Sync platform log-in screen.

SAGE SYNC HOMEPAGE

1. Upon logging in, all queues shown on the homepage are your Action Required Items for cabinet measure and cabinet install orders

2. If there is a red Announcement message at the top, that means there is at least 1 unread announcement that we have posted for your attention • To remove unread announcements, click on View or Announcement on the left then Mark as read

3. Navigate to orders and other features of Sage Sync in the Navigation Panel to the left

NAVIGATION PANEL

1. Orders

• Locate all orders that are open, on hold, cancelled, or closed

2. Gimbil Mobile

• Access the Gimbil URL and training guide

3. Inactive Users

• Users who have not logged in to Sage Sync in 60 days will

automatically be marked inactive and listed here to review

4. Users

• Create/manage Sage Sync and Gimbil logins

5. Payment Schedule

• Review all cabinet installation labor items and the cabinet installer payment amount 6. Document Library • Reference important documents 7. Resource Guides • Reference online training guides 8. Help • Navigate questions and find contact information

CABINET MEASURE ORDER PROCESS

CABINET MEASURE P.O.

• Home Outlet places measure purchase order in BisTrack

ORDER RECEIVED

• Cabinet Installer Receives Email Notification • Within 48 business hours - Contact Customer • Utilize Call Script • Enter Customer Contact Date and Ready to Measure Date

CCI

SCHEDULE MEASURE APPOINTMENT

CCI

• Enter Scheduled Measure Date • Assign Measurer (Gimbil) • Download Cabinet Measure Worksheet (optional if using Gimbil)

COMPLETE MEASURE

CCI

• Cabinet Installer Enters Actual Measure Date • Uploads Cabinet Measure Worksheet

CABINET DESIGN

• Home Outlet updates/designs cabinets with customer • Uploads Cabinet Design Packet

SUBMIT LABOR QUOTE

CCI

• Cabinet Installer Adds Labor and Submits Change Order • Utilize Call Script to contact Home Outlet

REVIEW FINAL DETAILS

• Home Outlet either contacts to close the measure because the customer is not moving forward, asks for adjustments, or sells the install purchase order

CUSTOMER CONTACT

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. Receive email of order received • This is a great trigger to know when you have a new order, but best practice is to check Sage Sync regularly in case an email was missed 2. Click Login to Sage Sync

3. Or another option is to login directly to Sage Sync. This cabinet order is located under Contact Customer, Enter Ready to Measure Date or Search the order’s information • Contact Customer is automatically fulfilled if our automated notification successfully sends

CUSTOMER CONTACT

4. If you used Search or clicked on Active Orders or Past Due Orders under Customer Contact / Enter Ready to Measure Date , click the hyperlink to open the cabinet order

5. Click Call Script hyperlink to open it

• Call customer, utilize and fill call script

CUSTOMER CONTACT

6. Type or click on the calendar to enter a date next to Customer Contact Date and/or Ready to Measure Date and Save Changes • Customer contact date is the date the call was made to the customer (whether the customer answered or not) • Ready to Measure Date is when the customer is ready to measure, this could be the same day as the scheduled measure appointment

BEST PRACTICE FOR NO RESPONSE 1. Email and/or text the customer through Sage Sync’s communication feature and make plan to follow up if no response. • See steps on the next pages 2. If sending only a text, also Add Retail Order Note

COMMUNICATION FEATURE

1. Click Communication

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

2. Click New Message

3. Select Email, use drop down next to To, select Customer • This feature can be used to email anyone regarding the order

COMMUNICATION FEATURE

4. Type message and click Send Message • Leave the Check Note box checked to also add this as a Retail Order Note

If Check Note box is checked when you Send Message, the details of the emailed message will appear under Notes in the order and is visible by Home Outlet

COMMUNICATION FEATURE

To send a text message , follow steps 1-2, then: 3. Select SMS to send a text message, use drop down next to To , select Customer

4. Type text message and click Send Message • There is a 160-character limit • This does not add a Retail Order Note

COMMUNICATION FEATURE

• To view all sent communications, click on Communication

• See table view of all communications, click View to see more details

• Click Previous Messages to see communication chain

COMMUNICATION FEATURE

• All new inbound messages are visible in the communication bubble in the top right • Click on a message to go to that order and reply

ADD RETAIL ORDER NOTE

1. Click Add Retail Order Note

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

2. Type your note then click Add Note

ENTER MEASURE DATE

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. These orders are located under Enter Measure Date

2. Click on Active Orders or Past Due Orders under Enter Measure Date , then click the hyperlink to open the cabinet order

ENTER MEASURE DATE

3. During the call with the customer, utilize the Call Script then type or click on the calendar to enter a date and time window next to Measure Date 4. Download Cabinet Measure Worksheet and Save Changes • This is the date of the scheduled cabinet measure appointment • The Cabinet Measure Worksheet is required to use at the measure appointment

Note: this triggers an email and text to the customer when submitted of their measure appointment details

ENTER ACTUAL MEASURE DATE

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. These orders are located under Enter Actual Measure Date

2. Click on Active Orders or Past Due Orders under Enter Actual Measure Date , then click the hyperlink to open the cabinet order

ENTER ACTUAL MEASURE DATE

3. After the measure is completed, the Cabinet Measure Worksheet has been completed and it is accessible in your computer files, click Upload Cabinet Measure Worksheet button

4. Browse files or drag and drop to window of the completed Cabinet Measure Worksheet (CMW) • Double check that the correct file has been uploaded 5. Click Upload

ENTER ACTUAL MEASURE DATE

6. Type or click on calendar to enter a date next to Actual Measure Date , confirm correct file is uploaded, then Save Changes • You can only select today’s date or in the past

Note: this puts the order in HOLD status. This triggers an email and text to the customer when submitted that their measurements have been uploaded for Home Outlet to contact them to finalize their cabinet design. This also triggers an email to Home Outlet for them to reach out to the customer to finalize their cabinet design.

REUPLOAD CMW

• If you need to upload a new Cabinet Measure Worksheet, go to File Attachments , change File Type to Cabinet Measure Worksheet , then browse or drag and drop file and Upload • This will replace the prior Cabinet Measure Worksheet file with the new one • Notify Home Outlet immediately by email through communication feature in Sage Sync to ensure they are referring to the correct document

DEALER TO SUBMIT CABINET DESIGN These orders are in a gray queue because it is not an action required for cabinet installers. Keep an eye on orders that are in Dealer to Submit Cabinet Design to ensure that Home Outlet received notice of the completed measure to contact the customer to finalize their cabinet design. If an order has been here for more than 5 business days, best practice is to call the Home Outlet store and Add Retail Order Note and/or send email through communication in Sage Sync to Home Outlet to follow up on the status of the order

DEALER TO SUBMIT CABINET DESIGN Home Outlet may send you the finalized cabinet design packet directly through email. In this case, you can push the cabinet order forward in Sage Sync by uploading the cabinet design packet to the order 1. Search the order or find it under Dealer to Submit Cabinet Design

2. After searching the order or clicking on Active Orders under Dealer to Submit Cabinet Design , click on the hyperlink to open the order

3. Make sure you’re in the DESIGN stage (click on it to get there). Click on Upload Cabinet Design Packet

DEALER TO SUBMIT CABINET DESIGN

4. Click Browse Files or drag and drop the Cabinet Design Packet , confirm it’s the correct file, then click Upload

5. Click Yes to Submit the Cabinet Design Packet

SUBMIT CHANGE ORDER

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. Receive email of uploaded final cabinet design packet 2. Click Login to Sage Sync

3. Or another option is to login directly to Sage Sync. This cabinet order is located under Submit Change Order or Search the order’s information

SUBMIT CHANGE ORDER

4. Click the hyperlink next to the File Type: Cabinet Design Packet to review it • Thoroughly review the final Cabinet Design Packet to determine billable cabinet install labor items for the order

SUBMIT CHANGE ORDER

5. Click the Change Order button

6. Click the trash icon to delete the Cabinet Measure under Item Description

7. Click Yes to delete

SUBMIT CHANGE ORDER

8. Click the Add New Labor button

9. Click Search to load all cabinet install labor items 10. Select the check box next to each labor item Description that needs to be added to the order and enter the Quantity for that item 11. Once all items are selected and quantity entered, click Add Items

SUBMIT CHANGE ORDER

12. Double check all added install labor items and their Qty. When confirmed, click Submit Change

Note: this puts the order in HOLD status. This triggers an email and text to the customer when submitted that their install labor costs have been submitted for Home Outlet to contact them to collect their install purchase. This also triggers an email to Home Outlet for them to reach out to the customer to collect the customer’s install purchase

SUBMIT CHANGE ORDER

13. After changes have been submitted (confirm by seeing Status: Hold ), click on the Call Script hyperlink 14. Utilize this call script to call Home Outlet about the submitted change order

If customer is moving forward, Home Outlet will create a Cabinet Install PO (see Cabinet Install Order Process) If customer is not moving forward, Home Outlet should contact Sage Support and the Cabinet Installer to inform, and Sage Support will process the Cabinet Measure Order for payment.

EDIT CHANGE ORDER

1. If changes are needed to the submitted install labor costs, Search the order or find it under Dealer to Confirm Change Order

2. Click on CHANGE ORDER in to be in that stage, then click Edit Change Order button

EDIT CHANGE ORDER

3. Adjust as needed: • Change Qty

• Delete Item Description • Add New Labor

4. When all changes are made, double check items and click Submit Change

CABINET INSTALL ORDER PROCESS

CABINET INSTALL P.O. • Home Outlet places install purchase order in BisTrack

ORDER RECEIVED • Certified Cabinet Installer Receives Email Notification

CCI

ESTIMATED CABINET DELIVERY • Home Outlet enters the Estimated Cabinet Delivery Date • Receive Email Notification (no action)

SCHEDULE INSTALLATION • Cabinet Installer contacts customer and Enters Scheduled Install Start and Completion Dates • Utilize Call Script • Assign Installer (Gimbil)

CCI

CABINET P.O. RECEIVED • Home Outlet enters the Cabinet PO Received Date • Refer to the estimated delivery date and contact Home Outlet if they have not confirmed delivery yet

CABINET QUALITY CHECK • Certified Cabinet Installer Picks up cabinets from Home Outlet, deliver to customer’s address, perform the Cabinet Quality Check utilizing the worksheet • Select Approved if quality check is good • Set to Pending if quality check is bad

CCI

COMPLETE INSTALLATION • Cabinet Installer Enters the Actual Start and Completed Install Dates • Utilize Photo Reference Guide

CCI

UPLOAD AOC • Cabinet Installer Uploads the signed AOC and photos • Submit for payment

CCI

ENTER SCHEDULED INSTALL DATE

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. Receive email of order received 2. Click Login to Sage Sync

3. Or another option is to login directly to Sage Sync. This cabinet order is located under Enter Scheduled Install Date or Search the order’s information

ENTER SCHEDULED INSTALL DATE

4. If you used Search or clicked on Active Orders or Past Due Orders under Enter Scheduled Install Date , click the hyperlink to open the cabinet order

5. Click Call Script hyperlink to open it

• Call customer and utilize and fill call script

ENTER SCHEDULED INSTALL DATE

6. Type or click on calendar to enter date next to Scheduled Install Start Date and Scheduled Install Completion Date

7. Download Cabinet Quality Check Worksheet Template , then Save Changes • The Cabinet Quality Check Worksheet is required for all cabinet installations

Home Outlet may send tell you the date that the Cabinets have been received at the store and not enter that date into Sage Sync. In this case, you can push the cabinet order forward in Sage Sync by entering the Cabinet PO Received Date. 1. Search the order or find it under Dealer to Enter Cabinet PO Received Date CABINET P.O. RECEIVED

2. After searching the order or clicking on Active Orders under Dealer to Enter Cabinet PO Received Date , click on the hyperlink to open the order

CABINET P.O. RECEIVED

3. Click on the calendar or type in the date that Home Outlet provided, then click Save Changes

VERIFY CABINET QUALITY

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. Receive email of cabinets received at store 2. If you have not done so already, Download Cabinet Quality Check Worksheet Template. Click Login to Sage Sync

3. Or another option is to login directly to Sage Sync. This cabinet order is located under Verify Cabinet Quality or Search the order’s information

VERIFY CABINET QUALITY

4. If you used Search or clicked on Active Orders or Past Due Orders under Verify Cabinet Quality, click the hyperlink to open the cabinet order

5. Click Download Cabinet Quality Check Worksheet Template • The Cabinet Quality Check Worksheet is required for all cabinet installations

VERIFY CABINET QUALITY

6. On the date of the Scheduled Install Start Date, pick up the cabinets from Home Outlet, deliver to customer’s address, then utilizing the Cabinet Quality Check Worksheet, open the packaged cabinets to verify that all cabinet pieces are accounted for and there are no damages. If there are damages, take photos. 7. After the Cabinet Quality Check Worksheet is completed and is accessible in your computer files, click Upload Cabinet Quality Check

8. Browse files or drag and drop completed Cabinet Quality Check Worksheet, confirm it’s the correct file, then click Upload

VERIFY CABINET QUALITY

• If cabinet quality check is GOOD – all pieces are accounted for and there are no damages: • Click Yes to Approve Quality

• If cabinet quality check is BAD – piece(s) missing or damage(s): • Click No to NOT Approve Quality

Note: at least one photo of completed installation and customer signed Agreement Of Completion (AOC) are required. You can Download Photo Reference Guide in the next Action Required – Enter Actual Install Date and Unsigned AOC in File Attachments

SET TO PENDING

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. If the Quality Check is NOT Approved, click Set to Pending

2. Click the drop down next to Pending Type and select Pending Due to Material

3. Click the drop down next to Pending Reason and select Other

SET TO PENDING

4. Type in a brief description of the why the quality check is not approved next to Custom Reason. • Examples: Missing piece(s) or damaged material

5. Enter in the Comment a detailed explanation of the reason, then click Submit

SET TO PENDING

The order will be in Status: Pending , and you will not be able to take next actions on it until Release from Pending is selected • Sage Support will be in contact with you and Home Outlet to resolve. Do not Release from Pending unless instructed to by Sage Support after there is a resolution. • Note: continue with installation as much as possible to prevent further delays while piece(s) are being resolved

6. If there were any damages,

upload the photos to the order by clicking on File Attachments

7. Change File Type to Photo,

browse from files or drag and drop , then click Upload

RELEASE FROM PENDING

After Sage Support has confirmed the missing piece(s), damaged items, etc. have been resolved on the order – they will advise you to Release from Pending 1. Search the order or locate it in Pending Orders under Verify Quality Check • If Pending Orders is yellow, that means there is at least one order Set To Pending

2. Click on the hyperlink to open the order

RELEASE FROM PENDING

3. Click on Release from Pending

4. Enter resolution details in Comment and click Submit

5. Click Approve Quality to move the order forward

ENTER ACTUAL INSTALL DATE

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. These orders are located under Enter Actual Install Date

2. Click on Active Orders or Past Due Order s under Enter Actual Install Date , then click the hyperlink to open the cabinet order

3. Prior to completing install, if necessary, Download Photo Reference Guide to get tips on taking photos of completed installation. At least one completed installation photo is required 4. Type or click on the calendar to enter a date next to Actual Install Start Date and Ac tual Install Completion Date , then Save Changes • These dates show when the installation officially started and when it was 100% completed ENTER ACTUAL INSTALL DATE

UPLOAD AOC

If you need help logging in, email cabinets@sagesurfaces.com WATCH DEMO

1. These orders are located under Upload AOC

2. Click on Active Orders or Past Due Orders under Upload AOC , then click the hyperlink to open the cabinet order

UPLOAD AOC

3. Scroll down and click on Upload Photos

4. Browse files or drag and drop completed installation photo , double check the file name, click Upload • Repeat this step until all completed installation photos have been uploaded

UPLOAD AOC

5. Below Upload Photos , click on Upload AOC

6. Browse files or drag and drop signed AOC , double check the file name, click Upload

CABINET INSTALLER NOTIFICATIONS

As Home Outlet’s Certified Cabinet Installer, clear and timely communication is crucial to ensure the smooth progression of each job. Throughout the various stages of the cabinet measure and installation process, you will receive automated notifications designed to keep you informed about key events and necessary actions. These notifications will guide you through each step of the process, providing you with updates on:

• Cabinet Measure Order Received • Cabinet Design Packet Uploaded • Cabinet Measure RO Cancellation • Cabinet Install Order Received • Cabinet Estimated Delivery Date • Cabinet Delivered Date to Store Not Entered

HOME OUTLET NOTIFICATIONS

To help Home Outlet designers stay informed and keep the project on schedule, we’ve created a system of automated notifications that will notify the designers throughout the various stages of the cabinet measure and installation process. These notifications are vital for tracking the progress of each job and ensuring any necessary actions are taken.

Here’s what they can expect:

1. Cabinet Measure Completed 2. Upload Cabinet Design

3. Cabinet Install Costs Submitted 4. Estimated Cabinet Delivery Date 5. Cabinet Delivered Date to Store Not Entered

CUSTOMER JOURNEY

INITIAL DESIGN

Schedule a consultation with your cabinet designer

MEASURE

Purchase a measurement from our Certified Cabinet Installer for $99

FINAL DESIGN

Meet with your designer to complete the final design for installation

VERIFY DESIGN

Certified Cabinet Installer reviews the final design for installation

PURCHASE

Ask about financing options and purchase your cabinet installation

INSTALL

Let our Certified Cabinet Installer take it from here

SETTING CUSTOMER EXPECTATIONS

Cabinet Measure Purchase Home Outlet will issue a Purchase Order (P.O.) to the Sage Surfaces Certified Cabinet Installer (CCI). Typically, this is completed within 24 hours after payment. The CCI will have 5 business days to complete measure.

The Sage Surfaces CCI will contact the customer 48 hours after receiving a measure P.O. from Home Outlet. Once contact is made, they will schedule a time to measure the customer’s home.

All required products and/or information must be available at the time of measure.

Customer’s cabinet area will be measured by the Sage Surface’s CCI. The CCI will complete measure between the regular business hours of 8AM – 5PM, Monday through Friday, excluding holidays. The customer, or a dedicated decision maker (18 years or older), must be present at all times during the measure.

Cabinet Prep For Measure Checklist

Clear and Accessible Space • Remove obstacles (furniture, décor, appliances, clutter). • Ensure the technician has unobstructed access to all walls, floors, and ceiling areas being measured. • Secure pets in another area during the appointment. “Ready Space” Definition • Existing Cabinets: Measurements can be taken with existing cabinets in place, if walls and cabinet runs are visible. • Remove Cabinets: Not required unless the customer plans to demo before measuring. • Appliances: Leave existing appliances in place unless they are permanently removed. Dimensions will be noted as part of the measure. • Lead-Safe Practices: If your home was built before 1978, please inform the cabinet installer before the measurement appointment. This allows them to take the necessary precautions and follow proper lead-safe procedures to ensure both safety and compliance.

Decision Maker Present •

A person 18 years or older must be present. • Must be able to answer layout, appliance placement, and cabinet design questions. • Must remain available for the entire appointment.

Appointment Management • Contact the installer directly to reschedule if necessary. • Provide at least 24 hours’ notice to avoid a trip charge.

REV 9/2025

CUSTOMER MEASURE NOTIFICATIONS

Customer Measure Notifications We understand how important it is to stay informed and prepared throughout the cabinet measure and installation process. That’s why we’ve designed a series of automated notifications to keep the customer updated at every step of the journey. These notifications will provide clear guidance on what to expect, how to prepare, and the details of their appointments.

Here’s what they can expect:

• Cabinet Measure Order Received • Cabinet Measure Appointment Scheduled • Cabinet Measure Appointment Reminder

• Cabinet Measure Completed • Cabinet Install Labor Costs

CABINET MEASURE ORDER RECEIVED

• Triggered when cabinet measure order is received in our system

CABINET MEASURE APPOINTMENT SCHEDULED

• Triggered when the cabinet measure appointment is scheduled in Sage Sync • Resends if rescheduled

CABINET MEASURE APPOINTMENT REMINDER

• Triggered 24 hrs before scheduled cabinet measure appointment

CABINET MEASURE COMPLETED

• Triggered when the actual cabinet measure date is submitted in Sage Sync

CABINET INSTALL LABOR COSTS

• Triggered when the cabinet install labor costs are submitted in Sage Sync

SETTING CUSTOMER EXPECTATIONS

Cabinet Purchase

The Sage Surfaces CCI must upload the measure drawing 1 business day after measure.

Once Home Outlet has entered an estimated delivery date, the CCI will contact the customer and schedule an installation date.

Sage Surfaces Cabinet Installation Home Outlet cabinets are generally installed within 10 business days from the date of product arrival. Installation times can be extended during periods of high product demand. The Sage Surfaces CCI will complete cabinet installation between the regular business hours of 8AM – 5PM, Monday through Friday, excluding holidays. The customer (or a dedicated decision maker 18 years or older), must be present at all times during the template and installation process. Once the cabinets are installed, the customer (or a dedicated decision maker 18 years or older) must be present to inspect the installation of the cabinets. Upon completion of the inspection, the customer will be asked to sign a Home Outlet Agreement of Completion (AOC) form confirming their satisfaction with the work completed.

Cabinet Prep For Installation Checklist

Clear the Installation Area • Remove all furniture, appliances, and debris. • Remove breakables, valuables, and personal belongings. • Secure pets away from the work area.

Remove Existing Cabinetry (if not part of installer’s scope) • If tear-out is included: Empty all cabinets beforehand. • If tear-out is not included: Remove both existing cabinets and contents. Pre-Work Completion • Complete all painting. After cabinet installation is completed, touch ups should be expected • If electrical is added or relocated, complete prior to cabinet installation. • If plumbing is added or relocated, complete prior to cabinet installation. • Complete structural work prior to installation. • Verify that any modifications (walls, flooring, soffits) are complete. • Lead-Safe Practices: If your home was built before 1978, please inform the cabinet installer if there are children under six or pregnant women in the home. Prepare the Home Environment • Ensure the space to store cabinets is climate-controlled, dry, and moisture-free. • If you have cabinet trim, make sure it is stored completely flat to prevent damage or warping. • Turn off central heating/AC during sanding to reduce dust spread. Cabinet Delivery & Inspection • Be present for cabinet delivery. • Confirm shipment is complete. • Immediately note any exterior damage on delivery paperwork. Temporary Kitchen Planning • Create a temporary food prep area with: • Small refrigerator • Microwave • Accessible water source • Disposable utensils/paper goods • Pre-plan meals during installation. Decision Maker Present • A decision maker 18 years or older must be present and remain available for the entire appointment

REV 9/2025

CUSTOMER INSTALL NOTIFICATIONS

• Cabinet Install Order Received • Cabinet Install Appointment Scheduled • Cabinet Install Appointment Reminder • Cabinet Install Complete & Survey

CABINET INSTALL ORDER RECEIVED

• Triggered when the cabinet install order is received.

CABINET INSTALL SCHEDULED

• Triggered when the cabinet installer enters the scheduled install date in Sage Sync • Resends if rescheduled

CABINET INSTALL REMINDER

• Triggered 24 hours before scheduled install start date

CABINET INSTALL COMPLETE

• Triggered when cabinet installer enters actual install completion date in Sage Sync

WARRANTY OVERVIEW

ONE-YEAR LABOR WARRANTY FOR CABINET INSTALLATION We stand behind the quality of our work and are committed to your satisfaction. Our one-year labor warranty covers any defects or issues related to the installation of cabinets, provided the following terms and conditions are met: 1. Coverage: This warranty covers any issues related to the labor of installing the cabinets, including but not limited to improper alignment, defective installation, or failure of installation components due to our workmanship. 2. Exclusions: The warranty does not cover damage caused by misuse, neglect, accidents, modifications, or repairs made by anyone other than our authorized installers. It also does not cover any issues related to the cabinets themselves, such as material defects or manufacturer issues. 3. Duration: This labor warranty is valid for one year from the date of the completed installation. 4. Claim Process: If you experience any issues covered by this warranty, please contact Sage Surfaces within one year of installation. We will schedule a follow-up inspection and, if necessary, arrange for repairs or corrections at no additional cost to you. 5. Exclusion of Liability: Our liability under this warranty is limited to the cost of labor for repair or reinstallation. We are not liable for any incidental or consequential damages arising from installation issues.

We value your business and will work diligently to resolve any concerns related to the installation of your cabinets. Thank you for choosing us for your project.

SAGE SURFACES CABINET INSTALLATION CANCELLATION POLICY

We understand that plans can change, and we strive to accommodate our customers as best as we can. However, please be aware of the following cancellation terms: Cancellation After Measurement : If you choose to cancel your cabinet installation after our team has completed the measurements, you will incur a charge for the measurement service. Cancellation After Product Delivery: If you cancel after the cabinets have been delivered, you will be subject to a cancellation fee that includes the cost of delivery and any applicable restocking fees for the materials. These fees will be deducted from any refund due.

LEAD-SAFE RENOVATION

Lead-Safe Renovation Information for Customers

Introduction Thank you for choosing us for your renovation project. Your safety is our top priority. As part of our commitment to responsible practices, we comply with the EPA’s Lead Renovation, Repair, and Painting (RRP) Rule. This document provides essential information about lead safety for homes built before 1978, when lead-based paints were widely used. Understanding Lead Hazards Lead exposure poses significant health risks, especially to young children and pregnant women. Renovation activities that disturb painted surfaces can release harmful lead dust and chips, which can be ingested or inhaled. Our Lead-Safe Practices We take the following steps to ensure safety and compliance: 1. Pre-Renovation Assessment: Before starting work, we assess the area to identify any presence of lead based paint 2. Containment: To prevent dust and debris from spreading, we establish containment zones. This includes: • Sealing off rooms with plastic sheeting • Using negative air pressure systems when needed 3. Safe Work Practices: Our team follows strict lead-safe procedures, including: • Using wet methods to minimize dust

• Avoiding power sanding or scraping methods that generate lead dust • Cleaning the workspace meticulously during and after the project

4. Post-Renovation Cleaning: Upon project completion, we clean thoroughly using HEPA vacuums and wet-cleaning methods to remove any remaining lead dust. 5. Clearance Testing: We recommend having a certified lead inspector conduct clearance testing to confirm that the area is safe for reoccupancy

LEAD-SAFE RENOVATION

Customer Responsibilities To support our efforts in maintaining a safe work environment, please: • Notify Us of Children and Pregnant Women: If there are children under six or pregnant women in the home, please inform us. • Prepare the Work Area: Remove personal items and furniture from the renovation zone before our team arrives. Important Reminders Lead exposure can have serious, long-term health effects. Staying informed and vigilant helps minimize risks during and after renovations Don’t hesitate to ask us any questions about our lead-safe practices. Your peace of mind is important to us. Additional Resources For more information on lead safety and the risks of lead exposure, please visit the EPA’s official website: EPA Lead Information

Contact Us If you have any questions about our lead-safe practices or the renovation process, feel free to reach out to cabinets@sagesurfaces.com or call (855) 782-9979. Thank you for trusting us with your project. Your safety and satisfaction are our priorities.

GRANITE GOLD OVERVIEW

GRANITE GOLD CABINET PROTECTION PLAN Granite Gold is the industry leader in cabinet protection plans and offers top of-the-line care and maintenance products. Customers can have a piece of mind by purchasing either a 5-year or 10-year Granite Gold Kitchen and Bath

Cabinet Protection Plan that covers their newly invested cabinets from stains and damage from use and handling, unlike the manufacturer warranties. The Granite Gold Protection Plan is available for new kitchen and bath cabinets up to a maximum retail purchase price of $50,000.

Frequently Asked Questions

Q: Why does the customer need a plan if they have a manufacturer warranty? A: Manufacturer warranties only cover manufacturer defects in the product. Manufacturer warranties DO NOT cover accidental damage of any kind. Q: Is the protection plan a one-time charge or do you have to pay a fee for repairs? A: It’s a one-time cost for the life of the plan. With coverage, there are no additional charges or fees if repairs are needed. No trip charges, no deductible.

Q: Does the plan cover replacement of the cabinets? A: The protection plan ensures the customer’s cabinets will be repaired by Granite Gold authorized, professional repair technicians, eliminating the need for replacement. The protection plan is repair only, not replacement. Q: If the company cannot fix the issue, will they refund the plan price? A: Granite Gold has a 100% success rate with repairs; however, if the customer is unhappy with the repair, the customer will receive a full refund of the protection plan by Granite Gold. Q: Is the plan transferable? A: If/when a homeowner sells their home, the protection plan cannot be transferred to the new homeowner. File a Claim The customer can go online (GraniteGoldCares.com) or call by phone (888.574.8358) within 30 days of when the damage occurred, and Granite Gold will process the claim and schedule repair at no additional cost.

APPENDIX

SUPPORTING DOCUMENTS

Call Scripts Cabinet Measure Worksheet Specifications For Safe & Proper Cabinet Installation

Customer Expectation Agreement Cabinet Delivery & Quality Check Prep for Measure Checklist Prep for Install Checklist Cabinet Scope of Work Cabinet Install Estimate Guide

Cabinets Call Script - Installer Schedule Measurement

Introduction:

“Hello, this is (Your Name)

from (Your Company)

I’m calling in regards to How are you today?”

Purpose of the Call:

“Great! We are excited to get started on your installation for your new dream cabinets! First step is taking measurements, I’d like to set up a time for us to come out and take precise measurements of the areas for your new cabinets. What days’ work best for you?”

Schedule Appointment:

“We have availability on [insert two or three options)

. Do any of these times work for you?”

“Perfect! Just to confirm, we’ll be coming to your address at (confirm address)

Is that correct?”

Discuss Preparation:

“Before our technician arrives, please ensure the area is clear of any personal items or furniture to make the process smoother.” “A decision maker 18 years or older, capable of addressing any cabinet design elements which may come up during the measure process must be present for the duration of the appointment.” “Please contact us immediately, at least 24 hours prior to your scheduled measure appointment, if you need to reschedule.” “You will receive emails and text from us throughout various steps of your project to keep you informed.” “We will send the measurements to RTA after your appointment and they will be in contact with you shortly after to update your cabinet design.” “After your cabinet design is finalized, RTA will send that to us to quote for installation.” “Sage will contact you with the final installation costs that include tear-out, installation, and delivery. We offer additional services through RTA to streamline your project and protect your new cabinets. These services include: plumbing disconnect and reconnect, electrical work, haul away, and Granite Gold Protection Plan. Please let us or Sage know if you are interested in adding on these services in your installation project. "

Explain Next Steps:

“After your cabinet installation purchase, we will contact you when the cabinets have shipped to schedule installation." “RTA also offers trending quartz and natural stone countertops to complete your project. As RTA's service provider, we will ensure that your countertop installer is informed for a seamless transition from your cabinet install to your countertop project."

Reiterate Contact Information:

“If you have any questions before our appointment, feel free to reach out. You can contact us at (phone number) or (email) .”

Closing:

“Thank you for your time, (Customer’s Name) meeting you on (confirm date and time)

. We look forward to

. Have a great day!”

Notes:

Cabinets Call Script - Installer Change Order

Greeting & Introduction

“Hi, this is ( Your Name) . I’m calling in regards to the final install labor costs that was submitted for customer (Customer Name) ’s cabinet project.” from (Your Company)

Confirming the Change Order:

“I wanted to let you know that we are confirming the final details, and it includes all labor items that are required for the installation. The updated details should now be in your system for review. Can you please confirm that you received it?”

Action Steps – Did Not Receive:

“Please check your junk folder and please let me know if you find it there”

[cannot locate] “No problem, when we hang up, I will contact Sage Surfaces Support to assist in ensuring that you receive it.”

Action Steps – Received:

“Great! Please let me know if you need any further details or if you’d like to discuss any part of the project.

Explain Change / Cancellation:

“If the customer makes any changes, please let us know as soon as possible so we can submit updated final install labor cost details.” “In the event that the customer decides not to move forward with purchasing installation, please let us and/or Sage Support know as soon as possible. Please also inform the customer that because measure has been completed and they are not purchasing installation - the measure fee cannot be credited back to them.”

Closing:

“If you need anything further or any additional information, don’t hesitate to reach out. Thanks for your time, and we look forward to working with you to complete the install.”

“Thanks again. Have a great day!”

Cabinets Call Script – Installer Schedule Installation

Greeting:

“Good [morning/afternoon], this is (Your Name)

from (Company

. Am I speaking with (Customer’s Name)

?”

Name)

“Hi (Customer’s Name) ,

I’m calling to schedule your cabinet installation. How

are you today?”

Scheduling Installation:

“Great! Do you have a specific date or timeframe in mind when you’d like to have the cabinets installed?”

If the Customer Provides a Date:

“Perfect, we have availability on (offer 2-3 options based on their preference) . [Mention how many days it will take to complete installation] Which of these would work best for you?” “Excellent! We’ve scheduled your cabinet installation for [confirmed date] .

If the Customer Needs Options:

“Here are a few dates we currently have available: (list 2-3 date options) complete installation] Do any of these work for you?” “Great, we’ve scheduled your cabinet installation for [confirmed date] ,

. [mention how many days it will take to

Confirming the Details:

“Just to confirm, we’ll be installing your cabinets on (confirmed date)

. Our team will arrive between (time range)

(customer’s address)

Explain what is happening each day of installation, e.g. “On the scheduled start of installation, we will perform a quality check to ensure that there are no damages or missing items. The following day we will…. and on the last day of installation, scheduled for , we will clean up and ask for your signature to confirm completion of install.”

Mention any additiona l service s you are providing , e.g. remov e an d haul away , disconnec t plumbing , reconnect plumbing , electrical work . If customer has also purchase d countertops from Home Outlet : “We see that you hav e also purchase d countertops, as Home Outlet 's servic e provider , w e wil l ensure that your countertop installer is informe d for a seamless transition from your cabine t install to your countertop project. ”

Installation Preparation:

“Before installation, please make sure to:”

“During Installation, please ensure that:” “Empty cabinets” “Set up a temporary kitchen – you will be without a kitchen for the duration of the installation so it’s recommended to create a space with a small fridge, microwave, and water source; stock disposable utensils and pre-plan meals” “Clear off countertops, take down wall hangings, and move furniture away from adjacent walls” “Relocate pets and designate a safe storage area for your new cabinets” “An adult over the age of 18 with decision-making authority is present for the duration of the installation” “Keep children and pets out of the work area” “Turn off central heating/AC during sanding to limit dust spread” “Is there anything specific you’d like us to know before the installation crew arrives?” “Got it, thank you for letting us know. Our crew will take care of everything. You’ll receive an email and text soon with information about your installation appointment that includes a prep for install checklist with some details I reviewed with you today. You’ll also receive a reminder email and text the day before with, and if you have any questions in the meantime, don’t hesitate to reach out to us.”

Closing: “Thank you for your time, (Customer’s Name)

. We look forward to

delivering and installing your cabinets on (confirmed date)

. Have a great

day!” “Take care! Goodbye!”

Notes:

Audience: CCI and Home Outlet Associates Purpose: To provide a uniform document for all CCIs to capture their cabinet measurements for Home Outlet to review and submit the final design. Where to Access: Sage Sync When should it be reviewed: To be used when conducting the measurement. Home Outlet Associates MUST review when finalizing cabinet design Required Document - to be uploaded in Gimbil App or Sage Sync after measure appointment

CABINET MEASURE WORKSHEET

Customer Name:

Customer Email:

Customer Phone #:

GENERAL INFO

Yes

Will Cabinets Extend to Ceiling? ▪ Ceiling Height:

Yes

Peninsula?

Yes

Island?

APPLIANCE DIMENSIONS

WALL DIMENSIONS

CABINETS?

Wall A Total Length:

Microwave:

Yes

Wall B Total Length:

Wall Oven:

Wall C Total Length:

Cooktop:

Yes

Wall D Total Length:

Vent Hood:

Yes

Sink:

Range:

Refrigerator:

Dishwasher:

ADDITIONAL NOTES

REV 4.8.2025

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