Common use of TO REQUEST SERVICE Clause in Contracts

TO REQUEST SERVICE. The customer must contact his local professional installer for troubleshooting assistance (isolating the cause and reporting the defect). Software updates, that can be installed without the support of KACO new energy, are provided on the KACO new energy website xxx.xxxx-xxxxxxxxx.xxx (depending on the model). For service and processing, the following information and documentation pertaining to the affected inverter must be provided: Mandatory:  Device type (e.g. blueplanet 15.0 TL3) and serial number (e.g. 15.0TL01234567) as stated on the type label of the device  Date of delivery ex works from KACO new energy facility and/or date of initial commissioning (copy of commissioning support report)  For ground-mounted inverters in systems having an AC power output of one megawatt upwards, proof of the date of commissioning and that commissioning support was provided by KACO new energy or a certified partner If available:  Error message appearing on the display and other information regarding the defect / fault  Current software version  Assurance that all tests for warranty exclusions have been carried out by the professional installer  Proof of regular maintenance according to the predefined maintenance plan  Detailed information about the entire system design (modules, connection diagram etc.)  Copy of the purchase invoice and proof of registration or the Warranty Certificate  Documentation relating to any previous complaints and or exchanges (if applicable) On accepting claims, KACO new energy, after consultation with the reporting professional installer, will decide at its sole discretion how and where repairs/rework are to take place and will determine whether the defective unit is to be replaced by a replacement unit or whether the cost of the device will be refunded. When KACO new energy technicians provide on-site service, the customer at his own expense must ensure full, free and secure access to the devices. If required, the customer must also make any necessary resources (instruments / access equipment etc.) available and these must comply with the governing applicable health and safety regulations. If device components are replaced or repaired, the components are covered by the same remaining warranty period as the repaired device. In the case of a refund, KACO new energy will determine the appropriate value of the defective device based on its marketable value if it had not been defective. Only this value will be refunded. If the return of equipment is required, the customer at its own risk is responsible for ensuring that it is safely and securely packed for shipping in the original manufacturer's packaging or equivalent. If a device is replaced, KACO new energy will send a replacement unit, after receipt of the defective appliance. By the exchange procedure, the defective unit becomes the property of KACO new energy and the replacement unit becomes the property of the customer whereby KACO new energy reserves ownership of the replacement device until receipt of the defective device or receipt of payment of the price for the replacement device. The remaining warranty period of the original device is transferred to the replacement device.

TO REQUEST SERVICE. The customer must contact his local professional installer for troubleshooting assistance (isolating the cause and reporting the defect). Software updates, that can be installed without the support of KACO new energy, are provided on the KACO new energy website xxx.xxxx-xxxxxxxxx.xxx (depending on the model). For service and processing, the following information and documentation pertaining to the affected inverter must be provided: Mandatory:  • Device type (e.g. blueplanet 15.0 TL3) and serial number (e.g. 15.0TL01234567) as stated on the type label of the device  • Date of delivery ex works from KACO new energy facility and/or date of initial commissioning (copy of commissioning support report)  • For ground-mounted inverters in systems having an AC power output of one megawatt upwards, proof of the date of commissioning and that commissioning support was provided by KACO new energy or a certified partner If available:  • Error message appearing on the display and other information regarding the defect / fault  • Current software version  • Assurance that all tests for warranty exclusions have been carried out by the professional installer  • Proof of regular maintenance according to the predefined maintenance plan  • Detailed information about the entire system design (modules, connection diagram etc.)  • Copy of the purchase invoice and proof of registration or the Warranty Certificate  • Documentation relating to any previous complaints and or exchanges (if applicable) On accepting claims, KACO new energy, after consultation with the reporting professional installer, will decide at its sole discretion how and where repairs/rework are to take place and will determine whether the defective unit is to be replaced by a replacement unit or whether the cost of the device will be refunded. When KACO new energy technicians provide on-site service, the customer at his own expense must ensure full, free and secure access to the devices. If required, the customer must also make any necessary resources (instruments / access equipment etc.) available and these must comply with the governing applicable health and safety regulations. If device components are replaced or repaired, the components are covered by the same remaining warranty period as the repaired device. In the case of a refund, KACO new energy will determine the appropriate value of the defective device based on its marketable value if it had not been defective. Only this value will be refunded. If the return of equipment is required, the customer at its own risk is responsible for ensuring that it is safely and securely packed for shipping in the original manufacturer's packaging or equivalent. If a device is replaced, KACO new energy will send a replacement unit, after receipt of the defective appliance. By the exchange procedure, the defective unit becomes the property of KACO new energy and the replacement unit becomes the property of the customer whereby KACO new energy reserves ownership of the replacement device until receipt of the defective device or receipt of payment of the price for the replacement device. The remaining warranty period of the original device is transferred to the replacement device.

TO REQUEST SERVICE. The customer must If you suspect a product defect or malfunction, please contact his your local professional installer for troubleshooting assistance (isolating the cause and reporting the defect)assistance. Software updates, that can be installed without the support of KACO new energyindependently, are provided on the KACO new energy our website xxx.xxxx-xxxxxxxxx.xxx (depending on the model). For service and processing, the following information and documentation pertaining to the affected inverter must be provided: Mandatory:  Device type (e.g. blueplanet 15.0 TL3) and serial number (e.g. 15.0TL01234567) as stated on the type label of the device  Date of delivery ex works from KACO new energy facility and/or date of initial commissioning (copy of commissioning support report)  For ground-mounted inverters in systems having an AC power output of one megawatt upwards, proof of the date of commissioning and that commissioning support was provided by KACO new energy or a certified partner If available: inverter  Error message appearing on the display (if available) and other information regarding the defect / fault  Current software version  Assurance that all tests for warranty exclusions have been carried out by the professional installer  Date and copy of any commissioning support report(s)  Proof of regular maintenance according to the predefined maintenance plan  Detailed information about the entire system design (modules, connection diagram etc.)  Copy of the purchase invoice and proof of registration or the Warranty Certificate  Documentation relating to any previous complaints and or exchanges (if applicable) On accepting claims, KACO new energy, after consultation with the reporting professional installerspecialist electrical dealer, will decide at its sole discretion how and where repairs/repairs or rework are to take place and will determine whether the defective unit is to be replaced by a replacement unit or whether the cost of the device inverter, where it has a warranty valid for more than five (5) years, will be refunded. The decision to repair on-site, at the repair center, or to replace the device is at the sole discretion of KACO new energy. When KACO new energy technicians provide on-site service, the customer at his own expense client must ensure full, full and free and secure access to the devicesinverters. If required, the customer Customer must also make any necessary resources (instruments / access equipment etc.) available and these must comply with the governing applicable health and safety regulations. If device components are replaced or repaired, the components are covered by the same remaining warranty period as the repaired device. In the case of a refund, KACO new energy will determine the appropriate value of the defective device based on its marketable value if it had not been defective. Only this value will be refunded. If the return of equipment is required, the customer at its own risk is responsible for ensuring that it is safely and securely packed for shipping in the original manufacturer's packaging or equivalent. If a device is replaced, KACO new energy will send a replacement unit, after receipt of the defective appliance. By the exchange procedure, the replacement unit becomes the property of the customer and the defective unit becomes the property of KACO new energy and the replacement unit becomes the property of the customer whereby KACO new energy reserves ownership of the replacement device until receipt of the defective device or receipt of payment of the price for the replacement deviceenergy. The remaining warranty period of the original device product is transferred to the replacement device. Logistics costs are to be borne by the customer.

TO REQUEST SERVICE. The customer must If you suspect a product defect or malfunction, please contact his your local professional installer for troubleshooting assistance (isolating the cause and reporting the defect)assistance. Software updates, that can be installed without the support of KACO new energyindependently, are provided on the KACO new energy our website xxx.xxxx-xxxxxxxxx.xxx (depending on the model). For service and processing, the following information and documentation pertaining to the affected inverter must be provided: Mandatory:  Device type (e.g. blueplanet 15.0 TL3) and serial number (e.g. 15.0TL01234567) as stated on the type label of the device  Date of delivery ex works from KACO new energy facility and/or date of initial commissioning (copy of commissioning support report)  For ground-mounted inverters in systems having an AC power output of one megawatt upwards, proof of the date of commissioning and that commissioning support was provided by KACO new energy or a certified partner If available: inverter  Error message appearing on the display (if available) and other information regarding the defect / fault  Current software version  Assurance that all tests for warranty exclusions have been carried out by the professional installer  Date and copy of any commissioning support report(s)  Proof of regular maintenance according to the predefined maintenance plan  Detailed information about the entire system design (modules, connection diagram etc.)  Copy of the purchase invoice and proof of registration or the Warranty Certificate  Documentation relating to any previous complaints and or exchanges (if applicable) On accepting claims, KACO new energy, after consultation with the reporting professional installerspecialist electrical dealer, will decide at its sole discretion how and where repairs/repairs or rework are to take place and will determine whether the defective unit is to be replaced by a replacement unit or whether the cost of the device inverter, where it has a warranty valid for more than five years, will be refunded. The decision to repair on-site, at the repair center, or to replace the device is at the sole discretion of KACO new energy. When KACO new energy technicians provide on-site service, the customer at his own expense client must ensure full, full and free and secure access to the devicesinverters. If required, the customer Customer must also make any necessary resources (instruments / access equipment etc.) available and these must comply with the governing applicable health and safety regulations. If device components are replaced or repaired, the components are covered by the same remaining warranty period as the repaired device. In the case of a refund, KACO new energy will determine the appropriate value of the defective device based on its marketable value if it had not been defective. Only this value will be refunded. If the return of equipment is required, the customer at its own risk is responsible for ensuring that it is safely and securely packed for shipping in the original manufacturer's packaging or equivalent. If a device is replaced, KACO new energy will send a replacement unit, after receipt of the defective appliance. By the exchange procedure, the replacement unit becomes the property of the customer and the defective unit becomes the property of KACO new energy and the replacement unit becomes the property of the customer whereby KACO new energy reserves ownership of the replacement device until receipt of the defective device or receipt of payment of the price for the replacement deviceenergy. The remaining warranty period of the original device product is transferred to the replacement device. Logistics costs are to be borne by the customer.