HUAWEI Technologies (UK) Co., Ltd

2014-06-25 Confidential and Proprietary Page1, Total4

Sun2000 Series Inverters: Warranty & Service Conditions

Service Strategy

The Huawei service strategy for its customers is simple: to provide a quick and effective response, in the case of any

product malfunction, as well as offering professional solutions for product maintenance to ensure continuity of operation.

The Huawei string inverters, hereafter (the “SUN2000 Series Inverters”) include the following models:

SUN2000-8KTL,

SUN2000-10KTL,

SUN2000-12KTL,

SUN2000-15KTL,

SUN2000-17KTL,

SUN2000-20KTL,

SUN2000-23KTL, and

SUN2000-28KTL.

Warranty Period

Huawei’s standard warranty period for the SUN 2000 Series Inverter is FIVE YEARS, and

Huawei’s standard warranty period for the Solar Smart Monitor & Data Logger is TWO YEARS.

The warranty Start Date should be no later than THREE MONTHS after Huawei ships the product.

Product Warranty Starting Time Warranty Period*

SUN2000 Series

Inverters

The warranty period starts three calendar months after

shipment or from the delivery date, whichever is the earliest.

The warranty is valid for

a period of sixty three

(63) months from the

Start Date

Solar Smart Monitor &

Data Logger

The warranty period starts three calendar months after

shipment or from the delivery date, whichever is the earliest.

The warranty is valid for

a period of twenty

seven (27) months from

the Start Date

* Extended warranty periods up to 25 years, enhanced coverage and bespoke SLAs are available at additional costs to be agreed

between the parties where required.

Warranty Services

Huawei’s Customer Support Service provides Remote and Hardware Support (see below). Huawei aims to support its

customers to maintain a stable operation with minimal downtime, by ensuring timely, constructive (see below) responses

whenever the customer deems there to be an issue with one of our inverters.

HUAWEI Technologies (UK) Co., Ltd

2014-06-25 Confidential and Proprietary Page2, Total4

Notes：

1、 Our Warranty services offer remote and hardware support. On-site troubleshooting is considered as

an additional one-off service, to be requested and paid for separately by the customer.

2、 SLA (Service Level Agreement required performance and responsibilities of each party to the contract)

is a commitment to baseline performance levels. This is agreed between the parties and can be

modified according to the local service capacity. If the project needs higher service levels, it must be

reviewed by the local customer support service department.

Remote Support

Huawei provides solutions for technical enquiry or problem of Huawei supplied equipment malfunction by telephone or

email. It includes Customer Services Help Desk, Remote Technical Support and Online Technical Support.

Our Customer Services Help Desk provides a platform, which can accept and track customer service

requests. The Customer Services Help Desk can be contacted via:

Freephone: 00800 6666 8899 (must have international calling enabled)

or Email: TAC_support@huawei.com

Customer Services includes: technical enquiries and Huawei supplied equipment malfunction issues. The

technical enquiry service provides general support associated with non-defective inverters. The technical

support service strives to provide solutions to customers experiencing problems with Huawei SUN2000 Series

Inverters and other products, within the agreed timescale.

Online Technical Support: is also available via a portal on the Huawei website. For security reasons,

individuals wishing to access documentation need to register. This process may take up to 48 hours, so we

recommend registering immediately after the first purchase. The portal contains helpful installation guides,

user manuals, survey guides, reference cases and technical support information on Huawei products etc..

Please contact Alison Finch via email alison.finch@huawei.com to apply, writing ‘Request to access Online

Technical Support’ in the subject title.

SUN2000 Series Inverter and Solar Smart Monitor & Data Logger

Warranty Support Services

Service Classification Service Content Service Levels

Remote Support

Help Desk 5 weekdays * 9 hours

(8:00am-17:00pm)

Remote Technical Support 5 weekdays * 9 hours

（response within 30min）

Online Technical Support Yes

Hardware Support Hardware Replacement 5 weekdays * 9 hours

(2 business days)

HUAWEI Technologies (UK) Co., Ltd

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Hardware Support

We recognise that every Huawei product must be in good condition and capable of functioning to the procust

specifications set out at POS, in order for a solar power system to work efficiently and remain stable. Huawei Hardware

Support is focused on maintaining these necessary standards.

During the warranty period, Huawei guarantees that all hardware purchased shall:

Be replaced free of charge if it is, in Huawei’s sole opinion, found to be defective in material, fabrication, and/or

workmanship.

Be replaced free of charge, if in Huawei’s sole opinion, the product provided does not match or exceed the

published specifications.

Huawei will send a replacement product to the mutually agreed customer site within TWO BUSINESS DAYS,

after Customer’s Service Request has been logged investigated and confirmed. After receiving the

replacement product, the customer must return the defective product in the packaging removed from the

replacement product (failing this, the product(s) must be packed safely and sensibly to prevent any damage

occurring in transit), within fifteen (15) business days. Any defective product, which is not returned on time for

any reason may be invoiced at Huawei’s sole discretion.

The replacement product provided by Huawei will be functionally equivalent (feature, function, fit compatible,

default software version) to the customer’s defective product, or as close as is practically possible depending

upon technological advances etc.

The replacement product provided by Huawei will have a warranty service period for the remaining of the

original product’s warranty or service contract period, whichever is longer.

Following replacement of any product and the following return of the defective product, Huawei will pay a fee

of £90 per product within the warranty period (“Installer Call-out Fee”). The payment of the Installer Call-out

Fee will be processed by Huawei, or by a service company on behalf of Huawei, within 60 days after receiving

the faulty product.

After customer’s replacement request has been investigated and confirmed, Huawei shall pay for

transportation fees for the replacement and defective products within the warranty period. However, please

note that the transportation fees must be reasonable and mutually agreed prior to any such payment is made.

Disclaimer:

1. All above mentioned support services are intended for the Huawei-made products as detailed in this Warranty and

Services Conditions document. Hardware associated with products beyond the agreed scope, are not within the

scope of service commitments made by Huawei herein.

2. If Huawei cannot fulfil its service commitments within the committed time period due to issues arising outside of

Huawei’s control; these include: Force Majeure, inability to access the site, travel disruptions etc , Huawei will be

exempted from responsibilities and related compensations on the fulfillment of the SLA commitments. If on-site

service is requested, traveling time will be treated separately from the SLA time.

3. For the avoidance of doubt the following types of damage to Huawei-made products is NOT within the scope of

Huawei's warranty and service commitment as set out in this document:

Damage to Huawei-made product because of force majeure (natural disasters, fires and wars).

Damage to Huawei-made products because of natural wear and tear.

Direct damage caused by failure to meet system requirements already given in writing for a safe operating

environment or external electric parameters.

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Large scale damage to hardware or data of Huawei-made products due to negligence, incorrect operation or

intentional damage.

Damage caused by failure to run Huawei-made products in compliance with the operation manual and/or user

guides of the products.

System damage caused by third party or other reasons, including relocation and installation of the system in

noncompliance with Huawei requirements and damage caused by adjustment, change or removal of

identification marks in non-compliance with Huawei requirements.

System damage directly caused by problems in system infrastructure.

Huawei Technical Support Services and How We are Organised

Huawei has built up an extensive and highly responsive Service network world-wide. The Huawei Warranty Services for

SUN2000 products is depicted in the schematic below:

Remote Support

The remote support during Warranty will be organised via the local Helpdesk by support engineers. These engineers

have been trained on the Huawei SUN2000 products. They are part of an international support team, in which knowledge

is shared between each other and the research and development department.

Spare Parts

For the delivery of SUN2000 systems during the Warranty period, Huawei has selected a local partner to provide storage

of SUN2000 spare parts and delivery of these spare parts within the agreed delivery time. In the UK, the delivery is done

from one central warehouse where the SUN2000 spare parts are stored.

Payment of the replacement fee

After receiving the faulty/replaced SUN2000 inverter, Huawei will pay (or a service company on behalf of Huawei will pay)

the replacement fee as defined in this Warranty Services description to the distributor/installer company.

Huawei

Service Desk

Spare Part

Stock

Delivery to

Installer Logistics

Partner

Installer exchanges

faulty PV Inverter

Repair

Reception

Return faulty

PV Inverter

Payment of

Replacement Fee(after return of

faulty PV Inverter)

Huawei Customer

(who bought the PV

Inverter)

Huawei warranty process for PV Inverter

Remote

Technical

Support

Distributor

Or Installer