Fronius Fronius USA, LLC Warranty Process Guidelines Process Description [EN]

Information Class: Public

Fronius USA, LLC Warranty Process Guidelines

This document outlines the standard warranty process by Fronius USA, LLC. For any
given service case, all documents mentioned are applicable in their version valid on the
day of the creation of the service case. Up-to-date versions of the Fronius USA Warranty
Terms and Conditions and the Fronius USA Terms and Conditions are available at

https://www.fronius.com.

Up-to-date versions of this document and the Fronius Cost Absorption Declaration USA
can be requested from the Fronius Tech Support team at any time. Fronius reserves the
right to change any of the terms of these documents at any time.

Information Class: Public

1. Type of service

Fronius will attempt to resolve failures through the Fronius Solutions Provider (FSP) part
replacement process. If the product cannot be repaired by a trained Fronius Solutions Provider
or a Fronius Solutions Provider is not within geographic range of the failure, Fronius will resolve
the problem by sending advance replacement inverters or inverter components to an installer
or qualified electrician (hereinafter referred to as “installer”) designated by the system owner.
When possible, Fronius may also offer to repair faulty products at our Portage, IN facility instead
of performing a complete replacement.

2. Failure within 90 days of a new installation

If the problem cannot be resolved through the FSP process, Fronius will advance ship a
new unit to the installer provided that the failure occurred within 90 days of a new
installation and was within the scope of the normal operating conditions.

3. Failure after 90 days of installation

If the problem cannot be resolved through the FSP process, Fronius will advance ship a
refurbished unit to the installer provided that the failure was after 90 days of
installation and within the scope of the normal operating conditions.

4. Replacement request

Notifications for service calls and requests for replacement devices are initiated by a
telephone call or email to Fronius Technical Support. Fronius Technical Support can be
reached at [phone] or [e-mail]

In the online support tool SOS.Fronius.com, installers may troubleshoot any error, open
an RMA case, and communicate with Technical Support. In addition, Fronius Solutions
Providers may request replacement boards and inverters via the SOS tool. Replacement
requests submitted on this platform will follow the standard process for verifying
warranties outlined in the Fronius USA Warranty Terms and Conditions.

5. Troubleshooting in the field

Troubleshooting in the field to determine the cause of failure will likely be required. In
this case, Fronius Technical Support should be emailed or called, so they can advise the
installers on what tests to conduct. If the problem cannot be resolved in the field, a
replacement will be warranted.

6. Delivery of replacement devices

The delivery of replacement devices to the delivery address within the 50 states and
Puerto Rico agreed during the telephone call with Fronius Technical Support and the
return delivery of defective devices to Fronius is initially paid by Fronius. Delivery is
made via UPS ground service, or by a similar service or freight carrier. Shipping and