Smoke, fire, swelling or abnormal heat
Safety guidance takes priority. Stop operation where safe and keep people away from the affected system.
TECHNICAL & WARRANTY SUPPORT
A defined path from issue report to documented closure.
Start with safety, collect the right evidence, diagnose the complete system and agree the next action in writing.
PRIORITY LEVELS
Safety and system availability set the response priority.
Support begins by classifying the issue and checking whether the minimum evidence is available. Contract, approved project specification and PI terms remain the controlling commercial documents.
Unable to operate
Repeated protection shutdown, no output or complete communication loss affecting operation.
Intermittent or degraded behavior
Reduced runtime, irregular SOC, occasional alarms or repeatable performance concerns.
Appearance, labels or files
Enclosure, accessory, manual, label and document questions without an immediate safety risk.
Safety first
Do not open, dismantle or return a lithium battery without written instructions. For smoke, fire, swelling, leakage, strong odor or uncontrolled temperature rise, isolate the area and follow local emergency procedures.
CASE WORKFLOW
Evidence first. Diagnosis before blame.
A structured case keeps the battery, inverter or UPS, installation and operating conditions in the same technical review.
Log the case
Record order, model, serial number, affected quantity and issue timeline.
Classify priority
Identify safety risk, operating impact and missing evidence.
Remote diagnosis
Review settings, wiring, logs, electrical data and communication state.
Controlled test
Where needed, define a safe test or approved component-swap plan.
Written resolution
Document the assessment, responsibility and proposed remedy.
Confirm & close
Close after the customer confirms restoration or agreed disposition.
EVIDENCE CHECKLIST
Send enough information to make the first review useful.
- 01Order & product identityPI or invoice, shipment date, model, serial number and affected quantity.
- 02System identityBattery/BMS label, inverter model, firmware, charger and connected equipment.
- 03Operating evidenceVoltage, SOC, current, temperature, alarms, screenshots and logs.
- 04Installation evidencePhotos of cables, polarity, protection devices, grounding, communication and environment.
- 05Issue timelineWhen it started, frequency, mode, recent changes and reproducible conditions.
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