Standard Support from Tanjent Energy
Tanjent Energy uses only the best equipment and technology available to provide our customers with hassle-free green energy. Unfortunately, systems and individual units can suffer from failure, and at times systems may go down due to a faulty component.
To combat this, we offer the following free support services after your installation:
| Timescale | Response | Support |
|---|---|---|
| Installation day | We’ll provide you with the relevant manufacturers’ warranties and set up a monitoring account for your system. We’ll also arrange for final DNO certification to be completed and forwarded to you. Before the installers leave you will be introduced to your system and shown a full shutdown and restart process. |
|
| First 14 days after installation | Rapid response. | After your installation we’ll be on hand to answer any questions and ensure your system is working as it should.
If during this period, a fault is evident we will work with you to restart the system and monitor its reliability. |
| Day 15 to 6 months after installation | 1 working day first response. | At this stage, any fault is likely to be a component rather than a system issue.
Please raise a support ticket here: Request Support We will give a first response within 1 working day once we have received a support ticket. Please ensure the support ticket includes as much information as possible to help us diagnose your fault. We’ll work with you to diagnose the faulty unit and suggest the correct next steps. |
| 6 months to 2 years | Installation: We provide a workmanship warranty for a minimum of 2 years to cover any faults resulting from the installation.
Equipment: Where issues arise with the system equipment we will help you take them up with the installer or manufacturer respectively. Questions: We will help answer any system operation queries you have. |
NB: Any support not covered in this table (including site visits after 6 months have elapsed) will be charged at a rate agreed in advance with the customer.
Annual Support Contract
All modern solar and battery systems are complex, and it is important to have access to knowledgeable support to get the best out of them and spot any issues.
Our annual support package gives you following benefits:
| Item | Feature |
|---|---|
| 1. | Annual online connectivity and functionality check to confirm the system is operating |
| 2. | Priority phone and email support for technical questions |
| 3. | Help to raise questions to the equipment manufacturers. |
| 4. | 10% discount for any callout fees or other site work by Tanjent |
Price: £99 + VAT annually in advance by Direct Debit
Other Services
In addition to support, a regular maintenance schedule is highly recommended to ensure safe and efficient system operation of your system.
The following additional maintenance services are provided by Tanjent:
| Item | Service |
|---|---|
| 1. | Annual online data review and analysis to compare actual to expected performance and check for any alerts or issues |
| 2. | Annual site visit for an electrical and mechanical condition check |
| 3. | Annual site visit for panel cleaning |
Prices available on request.
