After-sales Service

GreenMore provides structured, engineering‑driven after‑sales service for distributors, EPC companies, installers, and system integrators. Our goal is to help partners keep residential and C&I energy storage systems running safely, stably, and in line with project and regional requirements.

After‑sales service scope

• Issue handling: Product defects, communication problems, performance anomalies, alarm events related to batteries, PCS, ESS cabinets, and system integration.

• Application scenarios: Residential ESS, C&I projects, microgrids, off‑grid systems, BIPV applications and hybrid solar‑storage systems.

• Service channels: Support via email, phone, and remote tools, depending on project size and partner agreement.

Standard service process

Spare parts & replacement support

• Spare parts strategy For key components (e.g. BMS boards, communication modules, breakers, sensors), GreenMore can provide spare parts packages based on project size and product category.

• Replacement policy Within the warranty period and under agreed conditions, we may provide repair or replacement units after engineering evaluation. All replacements follow traceable records and compatibility checks to ensure system safety.

On‑site and remote support

• Remote support as default Most issues can be resolved through remote diagnosis, configuration guidance, and documentation support, which shortens response time and reduces project cost.

• On‑site support (where applicable) For large or critical projects, and subject to prior agreement, GreenMore can arrange on‑site technical support via local partners or designated engineers, focusing on complex commissioning or fault cases.

Documentation & knowledge resources

Technical data

GreenMore provides comprehensive technical documentation and knowledge resources to support partners throughout system installation, commissioning, and long‑term operation. Our materials include user manuals, installation guides, wiring diagrams, communication protocols, EMS interface descriptions, and product datasheets, helping teams work with accurate and up‑to‑date information. In addition to core documents, we maintain service records, troubleshooting notes, and best‑practice guidelines based on real project experience, enabling partners to improve internal technical capability and reduce recurring issues across residential and C&I applications.

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Technical documents

User manuals, installation guides, wiring diagrams, communication protocols, EMS interface descriptions, and product datasheets are provided to support correct installation and maintenance.

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Service records & reports

For major cases, we provide service reports summarizing fault causes, actions taken, and recommendations, helping partners build internal knowledge and improve future project quality.

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Best‑practice guidance

Based on accumulated project experience, we share typical fault cases, preventive measures, and configuration recommendations to reduce recurring issues.

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Warranty & service terms (overview)

• Warranty coverage Warranty periods and coverage differ by battery, PCS, ESS cabinet, and related components, and are based on defined operating conditions and usage scenarios.

• Conditions & responsibilities Proper installation, operation within specified limits, and basic maintenance are required to keep warranty valid. Responsibilities between GreenMore and partners are clearly defined to ensure predictable cooperation.

Learn about the detailed warranty policy →

How partners request after‑sales service

To ensure efficient handling, partners are advised to prepare:

• Project information: Country/region, application scenario (residential / C&I / microgrid / off‑grid), system size.

• Product information: Models, serial numbers, firmware versions, system topology.

• Issue details: Error codes, logs, screenshots, photos/videos, and a brief description of when and how the issue occurs.

Requests can then be submitted through your designated service email or portal, allowing our engineering team to respond with targeted, actionable solutions.

FAQ

Q1:How long does the after‑sales process usually take?

A1:Response time depends on issue complexity and information completeness. Most cases are resolved through remote diagnosis within a short timeframe, while replacement‑related cases may take longer.

Q2:Is on‑site support available?

A2:Remote support is the default method. For large or critical projects, on‑site support may be arranged through local partners or designated engineers based on prior agreement.

Q3:What issues are covered under warranty?

A3:Warranty covers manufacturing defects and performance issues under defined operating conditions. Damage caused by improper installation, misuse, or environmental factors is not included.

Q4:How do I check if my issue is within the warranty period?

A4:Provide the product serial number and purchase information. Our team will verify warranty status and advise on the appropriate service path.

Contact after-sales service