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Support

Every supplier in this market offers ten years. What differs is what happens on the Tuesday something stops working — who answers, how long authorisation takes, and whether the replacement is in a warehouse here or in a factory overseas.

Authorised inside 24 hoursStock on the mainlandAustralian team

Support options

Warranty

Ten years on inverters and batteries, written against the manufacturer rather than the retailer. Register the system at commissioning so cover runs from day one.

Warranty cover explained

Replacements and RMA

Send us the fault code and the serial. We aim to authorise inside 24 hours and dispatch from stock held here, because a warranty is only as fast as the nearest spare unit.

Start a claim

Documentation

Datasheets, installation and commissioning manuals, compliance certificates and firmware notes. If something you need is not listed, ask and we will send it.

Manuals and datasheets

Talk to a person

Australian-based, local hours, staffed by people who know the hardware. You should not have to explain your own trade to whoever answers the phone.

Contact support

Contact details and hours

How to reach us

Have ready
The serial number, the fault code on the screen or in the app, and the installation address. That is usually enough to skip a callout entirely.

Hours

Monday to Friday8am – 6pm AEST
Saturday9am – 1pm AEST
Sunday and public holidaysUrgent faults only

Monitored systems raise critical faults to the on-call team outside hours. Sometimes that means we call you first, which is the way round it ought to be.

For installers

A failed inverter does not cost you the margin on the inverter. It costs you a day on the road and a customer who tells their street. Trade accounts get support built around that.

A priority queue, so a job on site does not wait behind a general enquiry
Advance replacement, so you are not holding a customer’s system hostage to a return
Technical training on the hardware, run by people who commission it
Engineering support for designs that sit outside the ordinary
Early notice of firmware changes, before they arrive on a customer’s inverter

A good share of faults turn out to be a setting, a breaker or a network problem, and those are all cheaper to solve over the phone than from a roof.

Contact support 1800 SOLAR AU