Service & Support
Most installers stop at commissioning. We run a monitoring platform that watches our customers' systems through the day, we chase manufacturers and utilities on their behalf, and our maintenance terms are written into the agreement you sign rather than invented for a web page.
Monitoring
Customer systems are collected automatically from the manufacturers' clouds on a four-hourly cycle. When a plant stops producing against its own baseline, or an inverter reports a fault, an alarm is raised and an email goes out.
Two decades of installations, service calls and repairs — 24 of them are live on our monitoring platform today, and that number grows every month.
Production and device faults are checked through the day rather than once a month, so a fault is usually known about the same day it happens.
Between January and September. Each one raises an email — up to three times, then it stops repeating so a standing fault does not bury the new ones.
You are told the battery voltage is too low or the inverter has tripped, not merely that something is wrong.
It is tuned to catch a system that has stopped or thrown a fault. A system quietly producing less than it should — a dirty array, a shaded string, a panel degrading — is caught at the annual inspection or by reading the weekly report, not by an alarm the same day. We would rather tell you that than imply we see everything.
Every Sunday, customers on our monitoring receive what their system produced that week, that month and that year, so a bad month is visible as a number rather than a suspicion. Faults do not wait for the report — they are emailed when they happen.
If your system is on our platform and you are not receiving these, tell us: it means we do not have your current email address.
Add me to the weekly report
After commissioning a 20 kW system at a school with its own transformer, we logged the supply for four days. Undervoltage and three-phase unbalance appeared through daylight hours and vanished after dark — solar export backfeeding the transformer, worsened by its tap setting. We put the alarm logs and a root-cause statement in writing so the school could take a documented case to its utility instead of an anecdote.
When a customer was supplied the wrong inverter model, we raised the complaint with the manufacturer ourselves. The same customer received a low-voltage ride-through configuration report against the SLSEA reference, so their compliance was documented rather than assumed.
On a standby generator survey we found the controller was flattening its own starting battery because no float charger had been fitted — the reason so many generators are found with the battery disconnected, unable to start themselves at all. The fix was wiring, not a new panel.
In writing
These come from the maintenance section of the agreement we ask customers to sign, so you can hold us to them.
We respond to a reported hardware breakdown within six hours.
An authorised person attends within three working days of the report. Attendance beyond the agreed scope is chargeable at the rate written in your agreement.
Where the failed part is one we stock, we aim to resolve within five working days. Where it is not, the time is the manufacturer's, and our agreement says so rather than promising a date we cannot keep.
Daily monitoring with alarms for significant deviations from expected performance, for the term of the maintenance agreement.
Our agreement ends with a section telling you how to complain about us — pointing at the Sustainable Energy Authority Act No. 35 of 2007 and the PUCSL consumer complaint route. We would rather you knew.
A solar system fails quietly. The annual inspection is how the slow problems are found — and it is priced in your agreement rather than quoted after we find something.
Plenty of our service work is on other companies' installations — including ones whose installer has disappeared. We diagnose to board level before recommending a replacement, because a fault traced is a repair and a fault assumed is an invoice.
Service
Tell us what it is doing — or not doing. It does not matter who installed it.