Warranty Service Definition. The warranty service is the product assurance service provided within the product warranty scope to resolve photovoltaic (PV) module quality issues. The service includes help desk, remote troubleshooting, and faulty parts replacement. Help desk is an interface and platform for providing technical support for Party A and can be used to handle and trace service requests from Party A. Remote troubleshooting refers to the technical consultation and fault rectification services for Party A. Technical consultation services are to answer questions (involving device functions, specifications, operations, and configurations) raised by Party A during routine operation and maintenance. Fault rectification services are to analyze fault causes and provide solutions based on fault questions raised by Party A. Faulty parts replacement: During the warranty period, if an individual failure is caused by PV module quality issues of Party B, Party B is responsible for delivering qualified parts to the receiving place agreed by both parties within the committed service level agreement (SLA). Party A shall bear the expenses incurred in sending faulty parts and receiving good parts, including transportation, customs duties, and customs clearance expenses. Note: During the warranty period, if the products to be replaced are no longer produced, Party B has the right to supply other types of products (different models, colors, shapes or power) for replacement.
Warranty Service Definition. The warranty service is the product assurance service provided within the product warranty scope to resolve product quality issues. The warranty service includes help desk, remote troubleshooting, software patching, and spare parts replacement. Help desk is an interface and platform for providing technical support for Party A and can be used to handle and trace service requests from Party A. Remote troubleshooting refers to the technical consultation and fault rectification services for Party A. Technical consultation services are to answer questions (involving device functions, specifications, operations, and configurations) raised by Party A during routine operation and maintenance. Fault rectification services are to analyze fault causes and provide solutions based on fault questions raised by Party A. Software patching authorization: Huawei R&D sets up a dedicated maintenance team for each product to analyze and fix known or potential defects in the lifecycle of each software version, protecting customer networks from network faults, security risks, and network attacks caused by software defects. After strict tests and verification, software patches are released on Huawei customer support website (xxxx://xxxxxxx.xxxxxx.xxx) and installation guides are provided for customers to download and install. After a software patch is released, Xxxxxx's local customer support team will check whether the patch needs to be downloaded and installed on the customer's live network. If necessary, the local team will notify the customer in a timely manner. Software patching does not involve software upgrade and no new functions or features are provided. Spare parts replacement: During the warranty period, if an individual failure is caused by the quality problem of Party B's power equipment, Party B is responsible for delivering qualified parts to the receiving place agreed by both parties within the committed SLA. Party A shall bear the expenses incurred in sending faulty parts and receiving good parts, including transportation, customs duties, and customs clearance expenses.
