After-sales support
Operator and field service technician Training
Standard warranty & extension options
Manufacturer technical support
Spare parts
Kwetta’s full-service plan
Warranty enhancement
Local field service provider with SLA on response & restore
In region spare parts
Planned preventative maintenance
As per Hyperion with additional benefit of:
Support upgrade to 24/7
Rapid response and time to restore SLA’s
Dedicated spare parts stock
Category | Details |
Coverage term | 24 months from commissioning or 32 months from factory readiness (whichever is earlier) |
Coverage | Manufacturing defects and component failures (parts only) |
Preventative Maintenance | Not included (must be performed by a Kwetta trained service provider according to the maintenance schedule to maintain warranty coverage) |
Replacement Labour | Not included in standard warranty |
Support | Business hours remote phone and email support from Kwetta factory service team in New Zealand |
Ability to purchase additional individual years of warranty up to 5 years
Upgrade coverage to a full return to service warranty with the Hyperion Service plan
Phase | What’s Included |
|---|---|
Pre-Startup | ✓ Kwetta engineer onsite commissioning support ✓ Customer and field partner training |
Year 1–5 | ✓ Annual maintenance and consumables ✓ Real-time monitoring and remote support ✓ Field service provider for preventative or reactive repairs ✓ ‘Return to service’ labour coverage ✓ Priority spare parts access |
Warranty Coverage | ✓ Standard parts warranty (initial period) ✓ Extended parts warranty (later period) |
Year 6+ | ✓ Lifecycle assessment and planning for ongoing support |
Service Area | Pre-Startup | Yr1 | Yr2 | Yr3 | Yr4 | Yr5 | Yr6+ |
|---|---|---|---|---|---|---|---|
Commissioning & Training | ✓ | ||||||
Monitoring & Support | ✓ | ✓ | ✓ | ✓ | ✓ | ||
Field Service Provider | ✓ | ✓ | ✓ | ✓ | ✓ | ||
Spare Parts Access | ✓ | ✓ | ✓ | ✓ | ✓ | ||
Maintenance & Consumables | ✓ | ✓ | ✓ | ✓ | ✓ | ||
Warranty Coverage | ✓ Std | ✓ Std | ✓ Std | ✓ Ext | ✓ Ext | ||
Lifecycle Planning | ✓ |
How Kwetta supports our customers
Level | Scope | Who | How |
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Support uses with the user interface, authentication, apps, and simple technical questions. Can remotely interrogate and reset chargers
Triage and escalation of issues to level 2
Customer operations team / asset owner responsible
Operation of Kwetta chargers through Charger Management System, CMS, such as Greenflux. note: CMS is not in the scope of Kwetta deliverables
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Detailed system diagnostics and repair, both remote an on site
Perform routine and corrective maintenance
Field service provider engineer, electrician, technician
Kwetta Level 2 training
Maintenance procedures and field service support tools
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Escalation from Level 2 to support with issue diagnostics and rectification plans
Provider of Level 1 and 2 training
Kwetta service engineers and R&D engineers
Detailed remote access to all systems within the product
Site visit if required
System Overview | Overview of the Kwetta system and main components Safe operation and access requirements Typical site designs and configurations |
Isolation | Isolation of the HV switch in the Prime Isolation of individual Sky Hook supplies Isolation for replacement of Grid Power Modules |
Maintenance | Routine maintenance tasks walk through Replacement of a Grid Power Module Sky Hook typical maintenance tasks, HMI replacement, cable replacement |
Operate | Fault finding and diagnostics Functional Testing Kwetta Portal overview |
