HUAWEI SUN2000 Inverter Warranty and Service Conditions
HUAWEI SUN2000 Inverter Warranty and
Service Conditions
Huawei Technologies (XXX) Co., Ltd
2018-4-18 Huawei Proprietary and Confidential
Copyright © Huawei Technologies Co., Ltd
HUAWEI SUN2000 Inverter Warranty and Service Conditions
Huawei Solar Inverter
Warranty and Service Conditions
These warranty and service conditions apply to the following
products:
SUN2000-8/10/12/15/17/20/23/28KTL
SUN2000-33/40KTL
SUN2000-36/42KTL
SUN2000-60KTL-HV/M0
Warranty period:
Product Warranty Commencement Warranty Period
SUN2000 Series Warranty commences from date of shipment 63 months
Products from manufacturer in China
Smartlogger and Warranty commences from date of shipment 15 months
SmartACU from manufacturer in China
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HUAWEI SUN2000 Inverter Warranty and Service Conditions
Warranty services:
Huawei provides remote support and hardware support for solar inverter maintenance.
Warranty Services
Service Classification Service Content Availability
http://e.huawei.com/en/service-hotline
E-mail: [email protected]
Help Desk
09:00 to 18:00 Monday to Friday
Warranty (Business Days only)
Service Remote Technical
Remote Support 5*8h (response within 30Min)
Support
Online Technical
http://e.huawei.com/en/service-hotline
Support
Hardware support 2 Business Days-Shipment*
*Huawei will use commercially reasonable efforts to ship a replacement part within two (2)
business days after an RMA is issued. Actual delivery times may vary depending on site
location.
Excludes travelling time if required
Remote Support
Remote Support means Huawei provides solutions for technical enquiries or problems
relating to the solar inverter products under warranty by telephone or e-mail. It includes
Help Desk, Remote Technical support and Online Technical Support
(http://e.huawei.com/en/service-hotline).
Help Desk provides technical support to Huawei’s customers for solar inverter
products.
Email: [email protected].
Remote Technical Support includes technical enquiry and problem handling. The
technical enquiry service provides consultation services in respect of Huawei inverter
products. The problem handling service is to provide solutions to customers for
inverter-related problems.
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HUAWEI SUN2000 Inverter Warranty and Service Conditions
Hardware Support
During the Warranty Period, Huawei guarantees that all solar inverter hardware purchased
shall be from defects in material, fabrication and workmanship.
Solar inverter products that are defective in material, fabrication or workmanship or
do not meet the published specifications shall be replaced free of charge.
Huawei will send the replacement device to the customer site within 2 Business Days
after device fault being confirmed. After receiving the replacement device, customer
should prepare the defective device (packed in the packaging from the replacement
device) within 15 Business Days of receipt of the replacement device and Huawei will
be in charge of return. Defective devices not returned in time for any reason may be
charged for.
The replacement device provided by Huawei will be functionally equivalent to the
customer’s defective device (in features, functions, compatibility, provided with
default software version).
The replacement device provided by Huawei will have a Warranty Period of twelve
(12) months from the date of receipt by the customer, or the remainder of the original
device warranty period, whichever is longer.
Huawei will bear the costs of on-site attendances, if applicable.
Disclaimer:
All above mentioned warranty and support services apply only to SUN2000 Series
Products, SmartLogger and SmartACU.
Accessories and consumable parts, including but not limited to cables and connectors, are
not covered by the warranties and services set out above.
If Huawei cannot fulfill its service commitments within the committed time period due to
non-Huawei causes, Huawei should be exempted from responsibilities and related
compensations on the fulfillment of the SLA commitments. If on-site service is required,
traveling time should be excluded from the SLA time.
Warranties and services shall not apply in the following circumstances:
2018-4-18 Huawei Proprietary and Confidential
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HUAWEI SUN2000 Inverter Warranty and Service Conditions
Damage as a result of force majeure (natural disasters, fires and wars).
Damage as a result of natural wear and tear.
Direct damage caused by failure to meet system requirements provided in writing
including site running environment or external electricity parameters.
Damage from lightning due to unsuitable system design.
Large scale damage to hardware or data due to customer’s negligence, inappropriate
operation or intentional damage.
Damage caused by non-compliance with the operation manual of the equipment.
System damage caused by the customer or third parties, including relocation and
installation of the system not in compliance with Huawei’s requirements or
instructions.
Damage caused by adjustment, change or removal of identification marks not in
compliance with Huawei requirements or instructions.
System damage directly caused by problems in customer’s infrastructure.
Huawei Service Organization
Huawei has built up an extensive service organization world-wide. We are serving our
customers with warranty services and spare parts for a wide range of technologies.
For support of the warranty services for SUN2000 products, Huawei has defined a support
organization to support the process as depicted below:
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