Installation & After-sales Service
We stand behind every installation with clear warranties, fast-response support, and practical documentation. From remote commissioning to on-site guidance, our team helps you install faster, resolve issues sooner, and keep systems running for years.
After-sales Service
Service Levels & Response
We categorize issues by severity and respond accordingly. Remote diagnosis is handled by engineers who know your project context, followed by parts dispatch or on-site support when required.
RMA & Corrective Actions
When a claim is filed, we open a ticket, analyze logs and photos/videos, ship replacement parts if confirmed, and document root cause and preventive actions for future batches.
Installation Support
Documentation & Tools
Every product ships with a concise installation manual, wiring diagram, parameter settings, and a link to short videos. A commissioning checklist confirms pole alignment, torque, optics aiming, and controller presets.
On-site Guidance
If required, we dispatch engineers to provide on-site guidance for foundation checks, lifting and mounting, electrical connection, and final aiming.
Time-saving Design
Up to 50% faster mounting compared with our previous-generation brackets under internal timing tests.
Service Level Matrix
| Severity | Examples | First Response | Remote Diagnosis | Parts Dispatch | On-site Support |
|---|---|---|---|---|---|
| S1 – Critical | Widespread outage; safety risk | ≤ 4 h (workdays) | Same day | Within 24–48 h (expedited) | As needed, prioritized |
| S2 – High | Multiple units down; deadline impact | ≤ 8 h | 24 h | 48–72 h | If remote fix fails |
| S3 – Medium | Single unit fault; minor degradation | ≤ 1 business day | 2–3 days | Standard lead time | Case-by-case |
| S4 – Low | How-to / configuration / cosmetic | 1–2 business days | As scheduled | N/A or batched | N/A |
Warranty Coverage by Component
| Component | Term | Coverage | Typical Exclusions |
|---|---|---|---|
| Luminaire (housing/LED/optics) | 5 years | Materials & workmanship; lumen maintenance per datasheet | Vandalism, improper wiring, abnormal mains surges |
| Controller (MPPT/driver) | 3–5 years | HW defects, firmware stability | Unauthorized firmware changes, misuse |
| Battery (LiFePO4) | 3–5 years | ≥ 3,000 cycles @ 80% DoD (typical), capacity retention per spec | Deep discharge/storage abuse, extreme temps outside spec |
| PV Module | 5 years product | Workmanship & power output (per linear warranty) | Shading, impact damage |
| Poles & Brackets | 5 years | Structure & coating (galvanizing/powder) | Improper civil works, corrosion from chemicals beyond spec |
| Accessories | 1 year | Cables, connectors, sensors | Wear-and-tear consumables |