Warranty & Service Policy

Quality assurance and services policy

Clarify the application of services to borders, evidentiary requirements, technical evaluation and resolution pathways

This policy is aimed at providing quality assurance for failure problems caused by material, process or design under normal conditions of transport, installation, commissioning, and operation of large-scale Energy Services.

With the goal of securing, stabilizing and complying with the project, all judgements are based on asset identification, operational status, failure evidence and contractual engagement.

Applicable object: End-users (owners / operators) and authorized parties

Important tip: The policy is generic only and the specific interest is based on the contract and the project agreement.

TIANCHU

SCOPE

Clear boundariesClear definition of the scope of application and the boundary of responsibility

EVD

Evidence-drivenFull evidence as a basis for technical judgement

REV

Professional evaluationMultidisciplinary technical review, individual findings supported

FIX

Efficient resolutionRegularize response processes and reduce downtime

Closed circle managementValidation and archiving, continuous improvement

Coverage and liability boundary

Battery system (Battery module) Cores, Modulars, BMS, Batteries, Conservatories, etc.

Heat management system Air-conditioning / Liquid chiller, wind, pump valve, temperature control

FIRE FIGHTING SYSTEM Gas fire suppression systems, fire alarms and connections

PCS PCS mains, voltage transformers, electrical distribution and protection units

EMS(Energy Management System) EMS controller, software functionality and communication interface

Installation and engineering (our range) Systems Establishment, site installation and agreed scope of work

✓ Our responsibilities (within the scope of the contract)

Failure or performance due to material, process or design problems;
(a) Parts that meet the conditions for use during the Quality Assurance period but where functional damage occurs;
Technical analysis, maintenance, replacement and necessary guidance for the implementation of quality assurance.

× Not covered (example)

Operation beyond product technical specifications or use instructions;
Problems caused by third-party equipment or software;
Undue transport, storage, installation, modification or maintenance;
Force majeure (natural disasters, fires, floods, earthquakes, etc.);
Normal loss items (e.g., filters, fuses, etc.).

User / operator liability

Transport, installation, commissioning and operation in accordance with product manuals, transport specifications and safety requirements;
Provide the necessary operating environment, configuration, logs and maintenance records;
(b) Timely submission of complete evidence and cooperation with evaluation as required by this policy;
Unauthorized disassembly, inappropriately retrofitting or using equipment beyond design conditions.

⚠

Service processing processFrom problem to closure.

Notification of issuesUsers submit questions and failure notifications

Submission of evidenceProvide complete evidence and basic information

Technical reviewTechnical evaluation and analysis by multidisciplinary teams

EligibilityWhether or not it is covered

Resolution of implementationDevelop and implement Solutions

Authentication and CloseVerify results and close worksheets

i We shall complete the receipt, technical analysis and response as soon as we have received the full evidence; the actual time frame is based on the contractual agreement.

List of evidentiary requirements To expedite the review, please provide as much complete information as possible at once.

PRJ

Project information Project name, site, contract number, equipment serial number, shipping time

PIC

Live Photo / Video Platoon of equipment, overall installation environment, trouble spots.

LOG

Run Data EMS / PCS / BMS log for at least 72 hours before and after the incident

CFG

Configuration and Version System configuration, software version, parameter settings amplifier

ALM

Reports and incidents Alarm records, event timeline, and protection-action records

DOC

Other supporting information Maintenance of records, inspection reports, historical worksheets (if any)

Accountability matrix Example:

Category	Typical matters	Our responsibility.	User / operator liability	Third-party liability
Product Body	Hardware deficiencies in batteries, PCS, EMS, heat management, fire protection, etc.		—	—
Design and planning	System design issues under our responsibility.		—	—
Install and Debug	We didn't do the installation, debugging.		—	—
Use and Transport	Super-regulated, misdefined, unmaintained	—		—
External environment	Force majeure for natural disasters, external fires, floods, overloads, etc.	—	—
Third party equipment/ system	Problems caused by electricity grids, loads, third-party software or equipment	—	—
Rehabilitation and dismantling	Problems caused by unauthorized modifications, dismantlings, repairs	—		—

Principal responsibility Partial liability (depending on specific circumstances) - No responsibility.

Eligibility thinking Decision Tree

Problem.

Is it within the Quality Assurance period?

No free Quality Assurance
Launchable services

Is the evidence complete and sufficient?

Is it our cause?

It's not our responsibility.

It's our responsibility.
Entering Resolution Path

Yes. Yes Yes Yes.

Solve Path Possible Solutions

FIX

Maintenance Repair

Remote guidance or on-site maintenance;
(b) Replacement of malfunctioning devices;
After completion, do the Fundal Validation.

REP

Replacement Replacement

(b) Replacement of faulty parts or units;
(b) Provide alternative programmes where necessary;
Update system configuration and validate.

Technical Support Technical Support

Parameter optimization and configuration adjustments;
Software upgrade and problem restoration;
Remote Trading and Technical Advice.

Service commitments (principles)

TIME

Timely responseUpon receipt of complete evidence, respond as soon as possible.

PRO

Professional supportEngineering Team provides Technic Support

TRACE

Transparent communicationProcess transparency and timely feedback on progress

SAFE

Security prioritySecurity first, compliance.

LOOP

Continual ImprovementReassess experience and continuously optimize services

Would you like Technical Support or launch a service request?

Please use the contractual service channel Contact Us, which we will respond to and assist in resolving as soon as possible.

Important tip | SUBJECT TO CONTRACT AND LEGAL REVIEW

This page contains the general description of quality assurance and service policies and does not constitute any commitment or undertaking outside the scope of the contract. The specific duration of the Quality Assurance, the scope of liability, the modalities of compensation and the obligations of the parties shall be governed by the contracts signed by the parties and the relevant annexes. Overdue, unauthorized, inappropriate transport, installation or use may not be covered by Quality Assurance.