Service, warranty and delivery
Write the support boundary before the system leaves the factory.
Warranty value depends on named parties, covered components, operating conditions, response process and evidence. Delivery value depends on a schedule and responsibility matrix that reach site commissioning.
Commercial boundary
Do not accept a single line that only says warranty included.
Project-specific terms should state the provider, duration, covered items, exclusions, remedies, evidence and communication path.
| Scope item | What the quotation or contract should state | Why it matters |
|---|---|---|
| Warranty provider | Legal entity responsible for battery, PCS, EMS, HVAC, fire components and integrated system claims. | Prevents claims from moving between the seller, manufacturer and component supplier. |
| Coverage period | Start date, duration and any different periods for cells, racks, PCS, auxiliaries or workmanship. | Avoids assuming one duration applies to the complete system. |
| Operating conditions | Temperature, SOC window, C-rate, cycles or energy throughput, maintenance and approved settings. | Defines the conditions used to assess a claim. |
| Remedy | Remote diagnosis, repair, replacement, parts, labor, freight and site attendance responsibilities. | Clarifies what happens after a fault is accepted. |
| Exclusions | Installation, misuse, unauthorized changes, site conditions, grid events and consumables where applicable. | Makes risk visible before purchase. |
Delivery sequence
Connect factory readiness to site handover.
Dates are only useful when each milestone has an owner, required input and acceptance output.
Scope freeze
Approve model, single-line, layout, interfaces, options, certificates and Incoterm assumptions.
Production release
Record approved drawings, deposit, buyer-supplied information and change-control rules.
Factory acceptance
Complete the agreed FAT, punch list, serial records and release decision before packing.
Shipping handover
Confirm packing, labels, battery transport documents, route, insurance and import responsibilities.
Site readiness
Verify foundation, cable route, transformer, protection, network, lifting and local permits.
Commissioning closeout
Record settings, tests, training, as-built documents, acceptance and warranty start conditions.
Support design
Define service as deliverables, not adjectives.
Fast support, global service and lifetime service are not measurable unless the contract states who does what and by when.
Fault intake and diagnosis
Name the channel, working language, operating hours, first-response target, required logs and escalation path.
Commissioning and field attendance
State whether site attendance is included, priced separately or provided through a local partner, plus travel and access responsibilities.
Spares and replacement logistics
Identify recommended spares, stock location, ownership, lead time, freight, customs and return rules.
Training and document handover
List operator training, maintenance instructions, drawings, settings, alarm guide and as-built deliverables.
Claim evidence
Preserve the record that separates product, transport, installation and operation issues.
A useful claim file starts before shipment and continues through commissioning and operation.
| Stage | Evidence to retain |
|---|---|
| Factory | Approved schedule, FAT record, serial-number photos, settings, alarms and packing condition. |
| Delivery | Bill of lading, delivery receipt, container or packaging condition and damage records. |
| Installation | Foundation, wiring, torque, protection, network, HVAC clearance and site-condition photos. |
| Commissioning | Firmware, parameters, test results, sign-off, training and warranty start confirmation. |
| Operation | BMS/PCS/EMS logs, alarms, maintenance, ambient conditions, cycle/throughput data and change history. |
Project inquiry
Request the evidence for your exact configuration.
Send the target model, project country, application, voltage, power and energy requirement. The reply should identify what is standard, optional and still subject to engineering confirmation.