Huawei SUN2000 Series User manual

HUAWEI Solar Inverter SUN2000 Warranty and Service Conditions
HUAWEI Confidential and Proprietary
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HUAWEI SUN2000 Inverter Warranty and
Service Conditions
Huawei Technologies (Australia) Pty Ltd

HUAWEI Solar Inverter SUN2000 Warranty and Service Conditions
HUAWEI Confidential and Proprietary
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Huawei Solar Inverter
Warranty and Service Conditions
These warranty and service conditions apply to the following products:
SUN2000L-2/3/4/4.6/5KTL
SUN2000-2/3/4/4.6/5/6 KTL-L1
SUN2000-5/6KTL-M0
SUN2000-5/6KTL-M1
SUN2000-8/10/12/15/17/20KTL-M0
SUN2000-8/10/12/15/17/20KTL-M2
SUN2000-29.9KTL
SUN2000-29.9kTL –M3
SUN2000-36KTL
SUN2000-36kTL –M3
SUN2000-40kTL –M3
SUN2000-50KTL-M0
SUN 2000-100KTL-M1
SUN2000P-375W
SUN2000-450W-P
Smart Dongle, Smartlogger and Smart ACU
SmartPSB2000L
Smart Power Sensor
DC Protection Cover for SUN2000-29.9/36/50KTL-M0
LUNA2000-5/10/15-S0
The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when
they buy goods and services. These rights are called ‘Consumer Guarantees’. Our goods come with
guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement
or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You
are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and
the failure does not amount to a major failure.

HUAWEI Solar Inverter SUN2000 Warranty and Service Conditions
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At your option, you are entitled to a replacement or refund for a major failure and for compensation for
any other reasonably foreseeable loss or damage. Consumer Guarantees have no set time limit but generally
last for an amount of time that is reasonable to expect given factors including the cost and quality of the
product or any representations made.
The Warranty described in this document is subject to any rights you may have under the Consumer
Guarantees.
Warranty period:
2.1 Warranty Specification for Smart String inverter and Auxiliary Product
Warranty Period
Product
Warranty Commencement
Warranty Period
SUN2000 Series Products
Warranty commences from the
180th day from the date of the
product shipment from Huawei
Factory, or the installation date,
whichever is earlier.
Warranty commences from the
180th day from the date of the
product shipment from Huawei
Factory, or the installation date,
whichever is earlier.
120 months
(1st -10th years)
Spare device, Logistic, Replacement fare
Smart Dongle, Smartlogger
and SmartACU
12 months
Spare device, Logistic, Replacement fare
DC Protection Cover
12 months
Spare device, Logistic, Replacement fare
SUN2000-450W-P
Smart PV Optimizer
300 months
Spare device and logistic
Smart Power Sensor
12 months
Spare device, Logistic, Replacement fare
SmartPSB2000L Smart PV
Safety Box
60 months
Spare device, Logistic, Replacement fare
2.2 Warranty Specification for Smart String Battery
Product
Warranty Period
Life Cycle Power During Warranty Period
(Only for 5kWh battery pack)
Warranty Extension
LUNA2000
10 years
16.45MWh@60% EOL
Not Applicable
Notices:
1. Battery warranty is defined as when the battery pack reaches the warranty period or the life cycle
discharge is completed, the remaining capacity EOL meets the specification requirements, and the first
comes into effect; the power module DCDC only involves the warranty period and has nothing to do

HUAWEI Solar Inverter SUN2000 Warranty and Service Conditions
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with the battery performance. The battery pack and power module provide independent warranty.
2. Capacity test conditions: at an ambient temperature of 25°C±3°C, after charging to 100% SOC, let it
stand for 10 minutes, and discharge the tested battery cell at a set current of 0.2C to the discharge
termination voltage, and record the amount of electricity released in the process.
3. In order to remotely upgrade the latest firmware to ensure battery life, the battery is highly
recommended to connect to the Huawei FusionSolar SmartPV management system.
4. After the battery is purchased, the installation needs to be completed within one month. If the battery
fails, it needs to be reported within two weeks. The battery cell damage caused by the negligence of
battery that cannot be charged for a long time is not covered by the warranty.
5. The operation and service life of battery are related to the working temperature. Please install the
battery at a temperature equal to or better than the ambient temperature. The recommended
working temperature for battery is 15~30℃.
Warranty services:
Huawei provides remote support and hardware support for solar inverter.
Warranty Services
Service
Service Classification
Service Content
Availability
Remote Support
Help Desk
Tel: [phone]
E-mail: [email protected]
09:00 to 18:00 Monday to Friday （UTC+10）
(Business Days only)
Remote Technical
Support
5x8h (response within 30 minutes)
09:00 to 18:00 Monday to Friday （UTC+10）
(Business Days only)
Online Technical
Support
http://solar.huawei.com/au/services
Hardware Support
Hardware support
(Exclude LUNA2000)
2 Business Days-Shipment*
Hardware support
(LUNA2000)
30 Calendar Days-Shipment*
Replacement Fee
Fixed rebate amount excluding GST:
150AUD /incident of Replacement, 25AUD
per additional unit when multiple units are
replaced at your premises or place of
business at the same time. Payment will be

HUAWEI Solar Inverter SUN2000 Warranty and Service Conditions
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processed via EFT within 30 days upon
validation of the invoice and the return of
the defective unit to Huawei. Huawei only
pay the replacement fee to installers and/or
retailers, and the replacement fee cannot
be paid to end customer.
*Huawei will use commercially reasonable efforts to ship a replacement device (LUNA excluded) within two
business days after an RMA is issued, and to ship a replacement LUNA within thirty Calendar days after an
RMA is issued. Actual delivery times may vary depending on customer location
Remote Support
Remote Support means Huawei provides solutions for technical enquiries or problems relating to the
solar inverter products under warranty by telephone or e-mail. It includes Help Desk, Remote Technical
support and Online Technical Support (http://solar.huawei.com/au/services).
Help Desk provides technical support to Huawei’s customers for solar inverter products.
Tel: [phone]; Email: [e-mail].
Remote Technical Support includes technical enquiry, problem handling, and firmware update. The
technical enquiry service provides consultation services in respect of Huawei inverter products. And
when we do the maintenance of the FusionSolar, Huawei may update or restart your system.
Hardware Support
During the applicable Warranty Period, Huawei guarantees that all solar inverter hardware, Smart PV
Optimizer, Smart Power Sensor, Smart Dongle, Smartlogger, SmartACU, DC Protection Cover and
LUNA2000 purchased shall be free from defects in material, fabrication and workmanship.
Solar inverter, Smart PV Optimizer, Smart Power Sensor, Smart Dongle, Smartlogger, SmartACU
and LUNA2000 that are defective in material, fabrication or workmanship or do not meet the
published specifications shall be replaced free of charge.
For solar inverters, Smart PV Optimizer, Smart Power Sensor, Smart Dongle, Smartlogger,
SmartACU, DC Protection Cover during the Warranty Period, Huawei will send the replacement
device to the customer within 2 Business Days after device fault being confirmed. For LUNA2000
products, Huawei will send the replacement device to the customer within 30 calendar days after
RMA is confirmed. After receiving the replacement device, customer must return the defective
device (packed in the packaging from the replacement device) within 15 Business Days of receipt

HUAWEI Solar Inverter SUN2000 Warranty and Service Conditions
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of the replacement device and Huawei will cover the cost of postage. Defective devices not returned
in time for any reason may be charged to customer.
The replacement device provided by Huawei will be functionally equivalent to the customer’s
defective device (in features, functions, compatibility, provided with default software version).
The replacement device provided by Huawei will be covered by the remainder of the original device
warranty period.
Disclaimer:
All above mentioned warranty and support services apply only to SUN2000 Series Products, Smart PV
Optimizer, Smart Power Sensor, Smart Dongle, SmartLogger, SmartACU, DC Protection Cover and
LUNA2000.
Subject to any rights you may have under the Consumer Guarantees, accessories and consumable parts,
including but not limited to cables and connectors, are not covered by the warranties and services set
out above.
If Huawei cannot fulfill its service commitments within the committed time period due to non-Huawei
causes, Huawei shall not be liable for the failure to meet the SLA commitments. If on-site service is
required, traveling time is excluded from the SLA time.
Warranties and services shall not apply in the following circumstances:
Damage as a result of force majeure (including but not limited to natural disasters, fires and war).
Damage as a result of natural wear and tear.
Direct damage caused by failure to meet system requirements provided in writing including site
running environment or external electricity parameters.
Damage from lightning due to unsuitable system design.
Damage to hardware or data due to customer’s negligence, inappropriate operation or intentional
damage.
Damage caused by non-compliance with the operation manual of the equipment.
System damage caused by the customer or third parties, including relocation and installation of
the system not in compliance with Huawei’s requirements or instructions.
Damage caused by adjustment, change or removal of identification marks not in compliance with
Huawei requirements or instructions.

HUAWEI Solar Inverter SUN2000 Warranty and Service Conditions
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System damage directly caused by problems in customer’s infrastructure.
Huawei Service Organization
Huawei has built up an extensive service organization world-wide. We are serving our customers with
warranty services and spare parts for a wide range of technologies.
For support of the warranty services for SUN2000 products, Huawei has defined a support
organization to support the process as depicted below:
Contact Details
Huawei Technologies Australia Pty Ltd
Level 10 Tower B, 799 Pacific Highway, Chatswood NSW 2067
Tel: [phone]
Email: [e-mail]
Web: https://www.huawei.com/au/