A useful support request describes what happened, under what conditions and on which equipment. Sending that information together can reduce repeated questions and avoid unnecessary setting changes.
Describe the event precisely
State whether the issue concerns charging, discharge, communication or display behavior. Include the time, frequency, SOC, temperature and approximate load. Explain whether it followed installation, a firmware update or a change in connected equipment.
Attach the equipment record
Provide battery and inverter model, serial numbers, firmware and selected profile. Include readable alarm screenshots from both devices and installation photos relevant to the issue. Keep credentials out of the support package.
Record steps already taken
List any shutdowns, resets or changes and their results. Follow the approved troubleshooting procedure and installer advice. Unusual heat, odor, deformation or damage requires stopping use and following the product’s emergency instructions rather than continued testing.
Details to confirm
- Exact equipment identity
- Timestamp and operating conditions
- Both devices’ alarms
- Actions taken and observed results
Is a short video useful?
Yes, when it shows the reported behavior safely and clearly. It should accompany model and operating information rather than replace them.
Product and project review
See the related Graspmart battery specifications and compare the available capacities. Use the reference data to shortlist a platform, then confirm the exact production model, accessories and operating limits in the quotation.
Send the inverter model, destination, quantity and the requirements listed above through the project enquiry form. Include existing equipment details when the battery is being added to an installed system.
