SMA Service Concept Sunny Central

SMA Service Concept Sunny Central

SMA SERVICE CONCEPT SUNNY CENTRAL SECURITY WITH A MODULAR APPROACH Solar power plants represent a profitable and secure investment opportunity. In combination with high-yield SMA central inverters, our services ensure optimum plant availability. The SMA Service Concept even allows you to combine different service agreements to match your specific needs. This brochure will show you which services are included in these agreements, their advantages and how various service features can be combined. 2

CUSTOMIZED FLEXIBILITY SERVICE AGREEMENTS FOR THE PLANT S ENTIRE SERVICE LIFE Due to ever-changing technology and grid requirements for solar power plants, integrators must be secure with their long term operation and maintenance plan. And, since every PV plant is unique, the SMA Service Concept does not rely on rigid contracts, but on fl exible solutions. Select only the services you need Do you want to offer certain services on your own or would you rather have all repair work performed by our qualifi ed specialists? Do you have employees who manage your PV plant or would you rather utilize the remote monitoring service of SMA? With the Service Concept Sunny Central, you have the fl exibility to choose only the services you need. Whether an individual component, a combination of services or the all-inclusive package, you can decide which services you want -- now or in the future. The SMA manufacturer s warranty offers security Our Sunny Central inverters come with a standard fi ve-year manufacturer s warranty. If a repair is needed during this time, we will supply you with the necessary spare parts and, depending on the region*, take care of the shipping, handling and on-site service costs. This means we can guarantee you a high level of security. Plus, you can add additional services to the manufacturer s warranty, which is an excellent option for investors. Service packages can be purchased at any time during the manufacturer s warranty. * For more information, see page 16. 3

REMOTE SERVICE REMOTE MONITORING FOR MAXIMUM SECURITY Major investments require a high degree of security. The new Remote Service package enables SMA to monitor plant data almost in real time* in order to keep an eye on inverter performance. This plan ensures that your PV plant runs smoothly while optimizing your energy production. Speed is essential if your PV plant starts to malfunction. Since we have access to all relevant raw data, we can immediately respond and take the necessary steps to solve the problem. We will also call or email you within four hours** to discuss your options. Usually a problem can be corrected via remote access so that on-site service is unnecessary. This service component also includes monthly reports on regulations and service incidents. The Remote Service package can be combined with any other modular component of the SMA Service Concept. Please note that this service is currently only available in Germany and requires that your customer has a Sunny WebBox. * data retrieval up to every ten seconds depending on data connection ** only during SMA Service Line operating hours INCLUDED IN THE SERVICE PACKAGE Continuous real-time monitoring* of the PV plant during the SMA Service Line operating hours Fast response time by telephone or email when a problem occurs Priority support upon service request Monthly report on service incidents ADVANTAGES PV plant is guaranteed to run smoothly Faster troubleshooting due to our access to raw data Minimized potential downtime and resulting yield loss More secure energy production and lower costs over the long term 4

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MAINTENANCE THE BASIS FOR OUTSTANDING RELIABILITY Our Sunny Central inverters are extremely reliable. Yet professional maintenance is essential if you want our technology to provide maximum return on investment and energy production throughout your project s lifetime. Every two years we will perform all the tasks listed in your maintenance schedule, with all labor and material costs included.* Our specialists will inspect and service your PV power plant on-site so you can have peace of mind knowing that you are safe from unexpected stoppages and repair costs. * For more information, see page 16. INCLUDED IN THE SERVICE PACKAGE Inspecting and checking the components for contamination and signs of wear Cleaning the device, especially the fi lter and ventilation equipment Checking that the inverter s various components and power connections are functioning properly Exchanging consumables A detailed maintenance report ADVANTAGES Prevent plant downtime by operating your plant in the ideal way Increase in inverter availability Security of regular maintenance intervals Discounts when combining diagnostics and repairs 6

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SPARE PARTS GUARANTEE ORIGINAL PARTS AVAILABLE IN THE FUTURE The Sunny Central not only comes standard with high performance components, but also with a reliable supply of spare parts. If anything needs replacement, SMA Service will make sure you receive a spare part even in 20 years at a fair price. Whether an electronic or mechanical part, we will deliver it to you as soon as possible, guaranteed. This means that plant downtime will be kept to a minimum, thus safeguarding your high energy production. This feature is included in the fi ve-year manufacturer s warranty. INCLUDED IN THE SERVICE PACKAGE Accepting your report of an incident and providing telephone support Storing a suffi cient number of spare parts throughout the entire contract period Delivering the required spare parts in the case of needed replacement* Shipping from SMA Service, usually in one business day ADVANTAGES Fast and reliable supply of the required spare parts Long-term availability of the right spare parts Prices remain stable over the entire service life of your equipment * For more information, see page 16. 8

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DIAGNOSTICS + REPAIR PROFESSIONAL ON-SITE SUPPORT We will be there if something does end up going wrong. Our specialists are always up-to-date on the latest technology and will always know your plant inside and out. And thanks to remote access, our service technicians can obtain an accurate diagnostic report and plan repairs accordingly. With the Diagnostics + Repair package, all your service requirements will be met. Just let SMA diagnose the problem and perform repairs for fi rst and second level support. You can relax while the necessary adjustments are quickly and professionally handled by our expert technicians. This service module is included in the fi veyear manufacturer s warranty. Offering professional service together You can also choose to self manage fi rst level support. After we help you diagnose the problem, you will have the ability to complete minor repairs on your own timeline, while SMA Service will take care of more complex second level repairs. INCLUDED IN THE SERVICE PACKAGE Processing your report of a failure and providing telephone support Accessing your plant over a remote connection, evaluating collected data and diagnosing the issue First and second level support from SMA Repairing the plant by exchanging the affected components on-site (components not included) Service technician arrival on-site, generally within two business days of the initial report (if received during business hours)* Preparation of a service report for every repair job ADVANTAGES Excellent support during periods of critical need In-depth diagnostic options Worry-free service carried out entirely by the manufacturer * For more information, see page 16. 10

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INVERTER AVAILABILITY YIELD SECURITY IN THE EVENT OF FAILURE In addition to excellent maintenance, spare parts, and repair service, we also offer an additional service package, Inverter Availability*, which provides you with fi nancial security in the event of energy production loss. You can choose an inverter uptime guarantee of 97, 98 or 99 percent. If your actual availability falls short of the guaranteed metric, SMA will compensate you for the difference with 1.40 per kilowatt of nominal AC power during the day in the summer and 1.00 per kilowatt of nominal AC power in the winter. * For more information, see page 16. INCLUDED IN THE SERVICE PACKAGE Compensation paid for losses due to a shortfall in the specifi ed uptime Preferred status when requesting service jobs Calculation of the annual availability of every inverter in your plant Annual availability report ADVANTAGES High PV plant availability Guaranteed energy production for plant operation Reliable long-term energy production 12

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SMA SERVICE CONCEPT SERVICE COMBINATIONS FOR LONG-TERM SUCCESS The Investor You have invested in a PV plant featuring Sunny Central inverters. Your interests include ensuring the lowest possible fi nancial risk and generating predictable, high energy production from your plant. The main focus of your business activity is commercial so you have no particular desire to deal with the technical side of the project. Our all-inclusive service package is the ideal choice for you. Your service package during the manufacturer s warranty: Standard warranty (free) Remote Service Maintenance Inverter Availability After the manufacturer s warranty expires: Remote Service Maintenance Spare Parts Guarantee Diagnostics + Repair Inverter Availability The Plant Operator You operate a PV plant featuring Sunny Central inverters. Since you have trained electronics technicians at your disposal, you can carry out a portion of the necessary maintenance and service work yourself after attending an SMA training session. Thanks to your well-established service network, you also fulfi ll the requirements to guarantee, for the most part, the availability of your plant on your own. 14

Your service package during the manufacturer s warranty: Standard warranty (free) After the manufacturer s warranty expires: Spare Parts Guarantee Diagnostics + Repair (with self managed fi rst-level support) The Project Developer You planned and installed a PV plant featuring Sunny Central inverters. You now want to operate the plant for two years with our support, and then sell it to an investor. Your employees will be responsible for maintenance during this initial period. Since your client has a high need for security, we recommend extending the scope of the service agreements after two years. Your service package during the manufacturer s warranty : Standard warranty (free) After two years : Sale of PV plant Our recommendation for investors: Remote Service Maintenance Inverter Availability After the manufacturer s warranty expires Our recommendation for plant operators: Remote Service Maintenance Spare Parts Guarantee Diagnostics + Repair Inverter Availability 15

GLOBAL PRESENCE 95 OFFICES, 21 COUNTRIES, ONE SMA SERVICE SMA has 21 subsidiaries on fi ve different continents. This means SMA Service is available in all relevant photovoltaic markets. We offer professional support whenever and wherever service is required, and we can be at your customer s site faster than any other inverter manufacturer thanks to our extensive network. SMA Service Line will be glad to provide you with advice and assistance in many locations all over the world. Our employees are based in your country and will answer questions in your native language. The full complement of aforementioned services described in this brochure is available in the following locations: Australia Austria, Belgium, Bulgaria, Chile, China, Czech Republic, France, Germany, Great Britain, Greece, India, Israel, Italy, Japan, Korea, Portugal, Romania, South Africa, Spain, Switzerland, Thailand and the United Arab Emirates. Additional services may be offered in other locations and some restrictions may also apply. Terms and conditions vary from country to country, so please check with your local SMA representative for full and complete details. 16

FAQ AN OVERVIEW OF IMPORTANT QUESTIONS AND ANSWERS What are the requirements for purchasing the Inverter Availability service package? The Inverter Availability package has to be selected in combination with the manufacturer s warranty or the Spare Parts Guarantee and Diagnostics + Repair packages. In which period can I purchase the service packages? The service packages Remote Service and Maintenance can be purchased at any time. All other service plans can be purchased during the whole manufacturer s warranty period, as long as maintenance has been carried out at the stipulated intervals prior to purchasing and the maintenance reports have been communicated to SMA. Which time periods can I choose from? and Diagnostics + Repair packages: Either 10, 15, or 20 years from the date of commissioning. Can I extend the period of my contract? Yes, you have the one-time option to extend each service package to the maximum period of 20 years, within the fi rst 10 years of commissioning. SMA Service Line Do you have technical questions or do you need professional support? Please do not hesitate to contact SMA Service Line at any time. Our staff will be happy to assist you. The telephone numbers and operating hours of our expert team can be found on our website at www.sma.de/service and our country-specifi c websites. For the Remote Service, Maintenance and Inverter Availability packages: Either 5, 10, 15, or 20 years from the date of commissioning. For the Spare Parts Guarantee Flexible system technology The SMA Utility Grade seal of quality stands for successful implementation of profi table PV power plants. SMA Utility Grade combines advanced inverter technology with a wide range of fl exible system technologies and comprehensive services, including software, monitoring and control systems. SMA offers utility-scale system solutions for centralized and distributed architectures. Customers choose inverters or intelligent systems. All products and system solutions are optimally equipped for use all over the world, and to withstand all climatic challenges. SMA invests 100 million Euros per year in R&D to be able to provide highly-advanced technical solutions for the systems of tomorrow. Future-proof products and system solutions from SMA make PV power plants a success for every stakeholder. 17

SMA Solar Technology www.sma.de/service Sonnenallee 1 34266 Niestetal (Germany) Tel.: +49 561 9522-435000 Fax: +49 561 9522-4930 E-mail: Service.Sales@SMA.de We are happy to assist you. Do you have questions or need individual assistance? If so, please contact us. We will be happy to help you select the right combination of services. SERVICECON-KEN122717 Printed on chlorine-free paper. Specifications subject to change without notice. SMA assumes no liability for errors or omissions.