Huawei Smart PV Products Warranty and Service Conditions
2020-9-9
Huawei Proprietary and Confidential
HUAWEI Smart PV Products
Warranty and Service Conditions
Data：2020-09-30
Huawei Smart PV Products Warranty and Service Conditions
2020-9-9
Huawei Proprietary and Confidential
Smart PV
1. Applicable Products
The warranty and service conditions covered in this document are applicable for the following
Huawei Smart PV Products.
Products Models Photos for Illustration
Single-phase Smart PV Inverters:
Inverters
SmartLogger
SUN2000-2/3/4/5KTL-L1
Three-phase Smart PV Inverters:
SUN2000-5/8/10KTL-M0
SUN2000-5/8/10KTL-M1
SUN2000-12/15/17/20KTL-M0
SUN2000-12/15/17/20KTL-M2
SUN2000-36KTL
SUN2000-60KTL-M0
SUN2000-90KTL-H2
SUN2000-105KTL-H1
SUN2000-100KTL-M1
SUN 2000-185KTL-H1
SmartLogger3000A
SmartLogger3000B
SmartModule1000A (Optional Add-On)
Smart
Dongle
SmartACU
Smart DongleA-05(WLAN-FE)
Smart DongleA-03-EU(4G)
SmartACU2000D
2020-9-9
Huawei Proprietary and Confidential
Smart PV
SUN2000-450W-P
Warranty commences from the
day after the date of the
SmartLogger, Smart Dongle,
ACBox
Optimizer
Huawei Smart PV Products Warranty and Service Conditions
ACBox-2/1-D-S
ACBox-2/1-D-C
Smart
Power
Sensor
UPS 1.5kVA UPS
DDSU666-H
DTSU666-H 250A/50mA
2. Warranty Period
The default warranty period of the Smart PV products is as below, which can be extended
subject to Huawei’s internal policy. The warranty and service conditions are also applicable to
the warranty extension period.
Products Warranty Period Warranty Commencement Date
Three-phase Smart PV Inverters 5 Years
Single-phase Smart PV Inverters 10 Years
ACBox and UPS 12 months
SmartACU
Smart PV Optimizer 25 Years
Smart Power Sensor 12 months
24 months
180th
product shipment from Huawei, or
the date on which Huawei receives
a formal service request for the
product, whichever is earlier.
Huawei Smart PV Products Warranty and Service Conditions
2020-9-9
Huawei Proprietary and Confidential
3. Warranty Services
Huawei provides remote support and hardware support services for Huawei Smart PV
Products.
Warranty Services
Service Classification Service Content Availability
http://e.huawei.com/en/service-hotline
E-mail: APSupport@huawei.com
Help Desk
09:00 to 18:00 Monday to Friday
Warranty
Service
Remote Support
Remote Technical
Support
(Business Days only)
09:00 to 18:00 Monday to Friday
(Respond within 30Min, excl. lunch hour)
Hardware
Hardware Support
Replacem ent
Ship out in 2 Business Days*
* Huawei will use commercially reasonable efforts to ship out a replacement part within two (2)
business days after an RMA** (Return Material Authorization) is issued. Actual delivery time
may vary, depending on site locations.
** The RMA is the approval from Huawei to return defective or faulty units. The RMA number
allows for tracking of the returned units.
3.1 Remote Support
Remote Support means that Huawei provides solutions for technical enquiries or problems
related to the Smart PV products under warranty by telephone or e-mail, including Help Desk
and Remote Technical support.
Help Desk provides technical support to Huawei’s customers for Smart PV Products
through email or hotlines below.
Email:
APSupport@huawei.com;
Huawei Smart PV Products Warranty and Service Conditions
2020-9-9
Huawei Proprietary and Confidential
Hotlines: Below is a list of hotlines for different APAC countries or regions.
Country or Region Hotline
Malaysia 1800220036 (Local Toll Free)
0321686868 (For Landline)
Singapore 8006011449 (Local Call)
+80021686868 (IDD Toll Free, For Singtel and M1)
Philippines 1800-1888-6868
(For Landline, Smart and PLDT. Unavailable for Globe and TM)
Indonesia 0078036015234
+80021686868 (IDD Toll Free, For Telkomsel)
00780021686868 (IDD Toll Free, For XL)
Thailand 0066-26542662 (Local call rate, for AIS, DTAC, True, TOT)
00180021686868 (IDD toll free, for landline and AIS)
Vietnam 0060-3-21686868
Sri Lanka 0060-3-21686868
Cambodia 0060-3-21686868
Laos 0060-3-21686868
Nepal 0060-3-21686868
Myanmar 0060-3-21686868
Bangladesh 0060-3-21686868
Hongkong, China 00852-21210099
00180021686868 (For CSL, China Unicom Hong Kong)
Huawei Smart PV Products Warranty and Service Conditions
2020-9-9
Huawei Proprietary and Confidential
Remote Technical Support includes technical enquiry and problem handling services.
The technical enquiry service provides consultation services in respect of Huawei Smart
PV Products. The problem handling service is to provide solutions to customers for Smart
PV Products-related problems.
3.2 Hardware Support
During the applicable Warranty Period, Huawei guarantees that all Smart PV Products
purchased shall be free from defects in material, fabrication and workmanship.
Huawei Smart PV products that are defective in material, fabrication or workmanship or do
not meet the published specifications shall be replaced free of charge.
If the delivery site is located outside the capital city, customer is responsible for picking up
the replacement product from Huawei local warehouse. Customer is also responsible for
preparing the defective product (packed in the package from the replacement product)
and returning defective product to Huawei local warehouse in 15 days. Additional charges
may be incurred if the defective product is not returned in 15 Business Days after the
replacement product is received by customer.
If the delivery site is located in the capital city, Huawei is responsible for delivering the
replacement product to a location that is agreed by Huawei and the customer. After
receiving the replacement product, customer shall prepare the defective product (packed
in the package from the replacement product) within 15 Business Days. Huawei is
responsible for picking up the packed defective product from a location that is agreed by
Huawei and the customer. Additional charges may be incurred if the defective product is
not packed and prepared in 15 Business Days.
The original product model, if no longer available, may be replaced with a similar product
model. The replacement product provided by Huawei will be functionally equivalent to the
customer’s defective product in terms of features, functions, and compatibility. The
software version shall be by default.
The warranty period of the replacement product shall follow the remainder of the original
product warranty period.
Huawei Smart PV Products Warranty and Service Conditions
2020-9-9
Huawei Proprietary and Confidential
4. Disclaimer
All above mentioned warranty and services only apply to Huawei Smart PV products, including
inverters, SmartLoggers, Smart Dongles, SmartACU, ACBOX, Smart PV Optimizer, Smart
Power Sensor and UPS.
Other accessories and consumable parts, including but not limited to cables and
connectors, are not covered by the warranty and services as above-mentioned.
If Huawei is unable to fulfill the service commitments within the committed period of time
due to non-Huawei causes, Huawei shall be exempted from responsibilities and related
compensations.
Warranties and service conditions shall not apply to the following circumstances:
Damage as a result of force majeure (natural disasters, fires and wars, etc.);
Damage as a result of natural wear and tear;
Direct damage caused by failure to meet system requirements, including but not
limited to ambient environment or external electricity parameter settings, as stated in
any written formats provided by Huawei;
Damage due to improper system design, including insufficient lightning protection;
Damage to hardware or data due to customer’s negligence, inappropriate operation
or intentional damage;
Damage caused by non-compliance to the operation manual of the product;
System damage caused by customers’ or third parties’ non-compliance to Huawei’s
requirements or instructions during installation or relocation of the system;
Damage caused by adjustment, change or removal of identification marks not
complied with Huawei’s requirements or instructions;
Damage directly caused by non-Huawei related problems in customer’s premises.
Huawei Smart PV Products Warranty and Service Conditions
2020-9-9
Huawei Proprietary and Confidential
5. Huawei Service Organization
Huawei has built up excellent service teams worldwide. To support the warranty and services
related to Smart PV products, Huawei has a support organization and the process is described
below.
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