GRASPMART CARE
Residential battery technical support
A practical residential battery lifecycle service for distributors, installers, EPCs and service partners.
EIGHT SERVICE ELEMENTS
Help with installation, operation and repairs
Pre-sales design
Battery sizing based on load, PV capacity and backup objective.
Compatibility check
Exact inverter, BMS, communication and firmware review.
Installation support
Manuals, wiring information, videos and installation guidance.
Remote commissioning
Video or messaging support for setup and first operation.
Remote diagnostics
Analysis of BMS, inverter alarms, logs and configuration.
Spare parts
Configuration-dependent BMS, display, fuse, cable and connector support.
Repair support
Guidance for approved local partners to replace service parts.
Warranty & RMA
Defined diagnosis, repair, replacement and claim escalation.
THREE-LEVEL SUPPORT
How technical support works
Settings, protocols, firmware, alarms and configuration.
Installer handles inspection, installation and approved parts replacement.
Graspmart and distributor manage serious faults and warranty.
Selected partners can stock model-specific critical spare parts.
Service coverage and warranty
Service availability depends on the selected model, approved configuration, country, installer capability and warranty terms. Confirm the applicable support scope in the quotation and contract.
Need technical support?
Send the serial number, inverter model, photos, settings and alarm information.
How to open a support request
- Identify the product: battery model, serial number, purchase reference, country and installation date.
- Describe the system: inverter model, firmware, battery count, connection layout and selected operating mode.
- Document the fault: alarm code, time of occurrence, SOC, readings and clear photos. Include logs if available.
- State the impact: whether the system runs, intermittently stops, fails to communicate or no longer charges.
- Send the information through the enquiry form and choose technical support. Keep the installer involved in electrical checks.
What happens after a fault is reported
The support review first distinguishes installation or configuration issues from battery faults using the supplied information. An unresolved case may need additional measurements from a qualified installer or an approved component inspection. Replacement, return or repair is decided against the written warranty and diagnostic findings.
Do not ship a battery back without return authorisation and transport instructions. For damage, swelling, overheating or leakage, stop using the equipment and seek qualified local assistance; remote instructions are not a substitute for an on-site safety assessment.
Warranty questions to settle before ordering
- Who issues the warranty, when coverage starts and which model and territory it covers.
- Duration, warranted retained capacity and any cycling or energy-throughput conditions.
- Installation, temperature, operating settings and maintenance obligations.
- Whether labour, diagnosis, parts, transport and return freight are covered.
- Available remedies, authorisation process, evidence and exclusions.
Spare parts and local repair
A service kit must match the hardware revision. BMS, display, fuse, communication board and cables cannot be treated as universally interchangeable. Agree parts availability and stocking responsibilities when planning a distributor programme. Internal repair is for authorised qualified personnel using the applicable service instructions.
Documents for commissioning
Use the matching datasheet, wiring diagram, inverter settings and approved cable pinout. Keep an installation record with the serial number and firmware. Read the compatibility review process or open a support enquiry.