Service Policy

1. Introduction

Purpose: To provide guidelines for the maintenance, repair, and replacement of solar inverters.

Scope: This policy applies to all customers who have purchased solar On-Grid & Hybrid Inverter, Battery’s, Solar Air Conditioner, EV Charger from our FESTON S.E.V PRIVATE LIMITED.

2. Scope of Service

Coverage: : This policy covers maintenance, repair, and renewal services for Inverter, EV Charger, Battery, Air Condition, and related components installed by FESTON S.E.V PRIVATE LIMITED.

Eligibility: Services are available to customers with active service agreements or those who have purchased systems from us within the limit up-to 10 years warranty.

3. Warranty and Service Coverage

Standard warranty: The warranty period normally lasts for 8 Years (Product without Registration) If the customer registers the product on our Feston SEV web portal, the company will grant an additional +2 Years guarantee. As of the date of sale, the total warranty limit is 10 years.

Coverage Details: The warranty covers both parts, repair, replacements and labour costs for repairs due to manufacturing defects, if the repair costs exceed the value of a new unit, it will be replaced at no additional cost to the customer.

Software Updates: Free software updates to ensure the inverter operates with the latest features and improvements.

Exclusions

Physical Damage: Damage caused by improper handling, installation, or external factors such as natural disasters.

Unauthorized Repairs: Any repairs or modifications carried out by unauthorized personnel void the warranty.

4. Post-Warranty Service

Lifelong Maintenance: After the warranty period, customers can opt for renewal maintenance services at a nominal fee.

Extended Warranty: Customers have the option to purchase an extended warranty for additional coverage beyond the standard period.

5. Service Delivery

Create a compliant to use toll-free number: Please register the complaint through Feston Care App with allthe necessary information on the inverter at present condition details. After that, customer will receive a compliant ticket number.

Remote Support: Aftermaking a ticketin Feston SEV,the regionalservice engineer will call you within one hour, and if you correspond by email, we will get back to you within three hours.

Premium Service: (additional subscription fee*) 
Field Service by Local Area Service Engineer with 4 hoursresponse time to one working day.

Documentation: Customers must be providing their current service agreement inverter purchase invoice number and system details to complete the renewal process.

6. Pricing and Payment

Fees: Renewal fees are based on the type of service plan selected. Details of the pricing structure are available on our website or through our customer service team.

Payment Terms: Payments are due within 15 days of the renewal agreement date. Accepted payment methods include credit/debit cards and bank transfers.

7. Customer Support

Contact Information: Customers can reach support via phone at North region Ms. Harshi +91 93848 13428 / South Region Mr. Venkatesh +91 93848 13425 email at [ CSM@festonsev.com, customerservice@festonsev.com], or through our online chat service on our website.

Support Hours: Our customer support team is available Monday to Friday, from 9.00 AM to 6.30 PM. Emergency support is available 24/7.

8. Terms and Conditions

Contract Duration: Renewed service agreements are valid for a period of 12 months from the renewal date.

Changes: Any changes to the service agreement must be requested in writing and will be subject to approval by FESTON SEV PRIVATE LIMITED.

9. Compliance and Legal

Regulations: All services will be performed in accordance with local, state, and federal regulations governing solar energy systems.

Privacy: Customer information will be handled in compliance with our Privacy Policy, ensuring data protection and confidentiality.

10. Feedback and Improvements

Customer Feedback: We encourage customers to provide feedback on our services via our official mail id csm@festonsev.com or by contacting our customer service HO via customerservice@festonsev.com

Continuous Improvement: Feedback will be reviewed regularly to improve our service policies and customer experience.

11. Service and Site Visit Policy:

As per our existing service policy, site visits will not be provided for issues that can be resolved remotely, such as Wi-Fi configuration and Pre-Commissioning connectivity setup. To ensure effective remote support, customers must meet the following conditions:

Requirements for Remote Support: 

• System must be online (connected to FESTON’s monitoring platform).
• Customer must provide error codes/symptoms (e.g., inverter fault LED, app alerts).
• Permission for remote access (may require temporary credentials).

Common Issues Resolved Remotely:

• Software/firmware bugs.
• Incorrect settings (e.g., grid-tie mode, battery charging parameters).
• Communication errors (Wi-Fi/4G dongle issues).
  
  

11.1 Required Conditions for Remote Support:

• A stable internet connection must be available at the installation site.
• A functional Wi-Fi router should be positioned within the appropriate range of the inverter.
• The inverter must be located within 10 meters of the Wi-Fi router, ensuring a minimum signal strength of 60%.
• The Wi-Fi network must operate on the 2.4 GHz band (for 4G connectivity) and be compatible with 5G networks where applicable.
  
  

11.2 Field Service Response: 

Purpose: On-site repairs for issues that cannot be fixed remotely (e.g., hardware failure, installation errors)

When Field Service is Triggered:

• Contractual obligation (e.g., warranty, maintenance agreement).
• Remote troubleshooting fails (e.g., defective PCB, damaged wiring).
• Safety/legal compliance (e.g., grid connection faults, fire risks).

Typical Field Service Cases:

• Inverter/MPPT failure.
• Battery replacement (warranty claim).
• Physical damage (storms, rodents, poor installation).

Key Notes:

• Warranty Impact: Unauthorized repairs may void warranty; always contact FESTON first.
• Costs: Field service may be free (under warranty/contract) or billable (out-of-scope issues).
• Documentation: Keep records of error codes, remote sessions, and technician reports

Impact of Non-Compliance

Failure to meet these prerequisites may result in reduced support effectiveness. Customers who do not meet these conditions will not be eligible for site visits under our standard service policy.

Exceptions & Special Cases

In certain scenarios, site visits may be considered based on specific technical challenges beyond standard remote assistance capabilities. Requests for such visits will be evaluated on a case-by-case basis.

Replacement Policy Guidelines:

Initial Replacement Period: Products that become faulty within a specified period of 30 days from date of installation may be replaced with a new unit, subject to verification.

Warranty Coverage: If the issue occurs beyond the initial replacement period but within the warranty term, the unit may be replaced or repaired, following warranty service guidelines.

Verification & Approval: The product must undergo a technical review to confirm eligibility for replacement.

Exclusions: The policy may exclude damages caused by misuse, unauthorized repairs or external factors such as power surges.

Warranty Exclusions

The following cases are not covered under FESTON warranty:

• • Unauthorized access: Breaking the product seal or opening the casing without written approval from FESTON PRODUCT.
  • Transportation damage.
  • Incorrect installation or commissioning: Examples include incorrect DC or AC pole wiring/connection or loose wiring leading to inverter damage.
  • Missing safety components: Absence of an AC distribution box (ACDB) on the AC side and a DC fuse on the DC side (DCDB is not mandatory but recommended for safety).
  • Damage to input terminals due to overheating or burning.
  • Inverter damage from external elements: Including seepage of water, dust intrusion, or other foreign particles.
  • Fan damage caused by a dusty or polluting environment.
  • Natural calamities, accidents, hazardous conditions, or chemical/pollutant exposure.
  • Improper earthing: DC and AC earthing must be separate, and the inverter body must be properly grounded.
  • Exposure to direct sunlight or rain: The inverter should be installed indoors or under a shed if placed outdoors.
  • High voltage surges: Damage caused by extreme grid surges or voltages exceeding 10% of the inverter’s maximum AC voltage rating.

• • Inadequate ventilation: Space must be left on all sides as per the installation manual.
  • Non-compliance with instructions: Failure to follow the user manual, installation guide, or maintenance regulations.
  • Unauthorized modifications, alterations, or attempted repairs.
  • Incorrect or inappropriate operation.
  • Insufficient device ventilation.
  • Failure to follow applicable safety regulations.
  • Force majeure events: Lightning, overvoltage, storms, fires, etc.
  • For products not covered by warranty, FESTON may charge additional costs for spare parts, labor, and transportation, based on actual expenses or maintenance contract terms.
  • Warranty Terms & Conditions
  • The terms outlined here, along with the warranty card included in the product packaging and affixed warranty documents, define FESTON’s responsibilities for all sold products.
  • No additional guarantees beyond these terms will be recognized without formal written confirmation from FESTON.
  • Under warranty, FESTON’s obligations are limited to service, replacement, and repair in accordance with the specified terms.
  • If applicable by law, FESTON will act in compliance with legal requirements.
  • OEM Products
  • OEM products do not fall under these warranty terms. The warranty for OEM products must comply with the specific contract.
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  • Failure to follow applicable safety regulations.
  • Force majeure events: Lightning, overvoltage, storms, fires, etc.
  • For products not covered by warranty, FESTON may charge additional costs for spare parts, labor, and transportation, based on actual expenses or maintenance contract terms.
    

OEM Products:

OEM products do not fall under these warranty terms. The warranty for OEM products must comply with the specific contract

13.1 Warranty Terms & Conditions

The terms outlined here, along with the warranty card included in the product packaging and affixed warranty documents, define FESTON’s responsibilities for all sold products.

• No additional guarantees beyond these terms will be recognized without formal written confirmation from FESTON SERVICE.
• Under warranty, FESTON SERVICE obligations are limited to service, replacement, and repair in accordance with the specified terms.
• If applicable by law, FESTON will act in compliance with legal requirements.

Limited Product Warranty:

Initial Troubleshooting: If a fault occurs, the End-User should first contact the Installer for troubleshooting. If necessary, Feston provides additional support.

• Warranty Claim Process: The claim can be submitted by either the End-User or Installer via

Feston’s online portal, email, or toll-free number.

• Eligibility Conditions: The system must be installed correctly and connected to the Feston Care App within 90 days of activation to qualify for reimbursement.
• Replacement Procedure: Once approved, Feston ships a replacement unit within 1–7 business days, depending on location.
• Return Policy: The defective unit must be returned to Feston’s nearest distribution centre after receiving the replacement.
• Warranty Duration: Standard warranty lasts 8 years. If the product is registered on Feston’s web

portal, an additional 2 years is granted, extending the total warranty to 10 years.

• Replacement Eligibility: If repair costs exceed the value of a new unit, Feston will replace the inverter at no additional cost.
• Claim Process: The End-User or Installer must submit a warranty claim via Feston’s online portal,

email, or toll-free number.

• Return Policy: The defective unit must be returned to Feston’s nearest distribution centre after receiving the replacement.
• Exclusions: Damage caused by improper handling, installation, or external factors (e.g., natural disasters) is not covered.
  
  

Warranty period and service mode.

We offer different service solutions for different products, see details in below table:

Service Escalation:

Escalation can be done via the service hotline, service email address, or by contacting Feston service representative in the specific country/region directly.

Level-1 (Visit the Feston Website, Register the compliant form & get the service number)

A Feston Customer Service Agent will assist in generating the complaint by using the website or Toll free number or Feston care Apps
Following that, the compliance number is received to the customer or EPC.

Level-2 (online technical support service)

Our service co-ordinator to reach out the customer through phone call , a response is sent within an 1-3-hour. (or) As soon as the consumer emails, a response is sent within Three hours.

Level-3 (L-1 Trouble shooting support Engineer)

A service engineer will verify the registration of your complaint product and assist you within the next 12 hours

Level-4 (Repair or Replacement)

Feston guaranteed a safe stock of spare parts in each spare parts facility based on its sales record. This helped us to quickly respond to replacement requirements.

With a safety level spare parts supplement, Feston can often deliver a service replacement within three working days.

The issues unit have been resolved or A replacement will be dispatched within the next 48-72 hours. You will receive a confirmation email with tracking details once it’s on its way.

Level-5 (Inverter Installation)

5.1 Remote Service support: Installation of the replacement inverter will be handled by either the EPC or the customer.

5.2 Premium Service Support: (Premium service Support – additional subscription fee*)

The installation will be completed by a Feston service engineer within the next 48-72 hours.

Other case: After field service, the customer problem will be solved by the service engineer at the spot location and the ticket will be closed.

Level-6 (Instead Inverter Replacements) At Time

• Failure of board-level components
• Inverter turned on for the first time after all parameter settings were checked
• Transport movement time physical damage
• Any hardware malfunctions

Level-7 (Onsite service Support – additional subscription fee)

Field Service by Local area Service Engineer with 48hrs response time.

Appendix:1 Service Engineer Contact Number

Kindly get in touch with our local service person in the area if you need technical support or have a warranty claim. Please contact the Coordinator/Office if you have any complaints about the service.

Inverter Service Query:

Customer Support Manager email address: csm@festonsev.com

FESTON Customer Service -HO email: customerservice@festonsev.com