{"id":9764,"date":"2026-03-05T11:22:25","date_gmt":"2026-03-05T11:22:25","guid":{"rendered":"https:\/\/cws.ind.in\/feston\/?page_id=9764"},"modified":"2026-03-10T09:08:47","modified_gmt":"2026-03-10T09:08:47","slug":"service-policy","status":"publish","type":"page","link":"https:\/\/cws.ind.in\/feston\/service-policy\/","title":{"rendered":"Service-Policy"},"content":{"rendered":"\t\t
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Service-Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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1. Introduction<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Purpose:<\/b>\u00a0To provide guidelines for the maintenance, repair, and replacement of solar inverters.<\/p>

Scope:<\/b>\u00a0This policy applies to all customers who have purchased solar On-Grid & Hybrid Inverter, Battery\u2019s, Solar Air Conditioner, EV Charger from our\u00a0FESTON S.E.V PRIVATE LIMITED<\/b>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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2. Scope of Service<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Coverage:<\/b>\u00a0: This policy covers maintenance, repair, and renewal services for Inverter, EV Charger, Battery, Air Condition, and related components installed by\u00a0FESTON S.E.V PRIVATE LIMITED<\/b>.<\/p>

Eligibility:<\/b>\u00a0Services are available to customers with active service agreements or those who have purchased systems from us within the limit up-to\u00a010 years warranty<\/b>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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3. Warranty and Service Coverage<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Standard warranty:<\/b>\u00a0The warranty period normally lasts for\u00a08 Years (Product without Registration)\u00a0<\/b>If the customer registers the product on our Feston SEV web portal, the company will grant an\u00a0additional +2 Years guarantee<\/b>. As of the date of sale, the total warranty limit is 10 years.<\/p>

Coverage Details:<\/b>\u00a0The warranty covers both parts, repair, replacements and labour costs for repairs due to manufacturing defects, if the repair costs exceed the value of a new unit, it will be replaced at no additional cost to the customer.<\/p>

Software Updates:<\/b>\u00a0Free software updates to ensure the inverter operates with the latest features and improvements.<\/b><\/p>

Exclusions<\/b><\/h6>

Physical Damage:<\/b>\u00a0Damage caused by improper handling, installation, or external factors such as natural disasters.<\/p>

Unauthorized Repairs:<\/b>\u00a0Any repairs or modifications carried out by unauthorized personnel void the warranty.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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4. Post-Warranty Service<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Lifelong Maintenance:<\/b>\u00a0After the warranty period, customers can opt for renewal maintenance services at a nominal fee.<\/p>

Extended Warranty:<\/b>\u00a0Customers have the option to purchase an extended warranty for additional coverage beyond the standard period.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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5. Service Delivery<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Create a compliant to use toll-free number:<\/b>\u00a0Please register the complaint through\u00a0Feston Care App<\/a>\u00a0with allthe necessary information on the inverter at present condition details. After that, customer will receive a compliant ticket number.

Remote Support:<\/b>\u00a0Aftermaking a ticketin Feston SEV,the regionalservice engineer will call you within one hour, and if you correspond by email, we will get back to you within three hours.

Premium Service: (additional subscription fee*)\u00a0
<\/b>Field Service by Local Area Service Engineer with 4 hoursresponse time to one working day.

Documentation:<\/b>\u00a0Customers must be providing their current service agreement inverter purchase invoice number and system details to complete the renewal process.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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6. Pricing and Payment<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Fees:<\/b>\u00a0Renewal fees are based on the type of service plan selected. Details of the pricing structure are available on our website or through our customer service team.<\/p>

Payment Terms:<\/b>\u00a0Payments are due within 15 days of the renewal agreement date. Accepted payment methods include credit\/debit cards and bank transfers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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7. Customer Support<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Contact Information:<\/b>\u00a0Customers can reach support via phone at\u00a0North region Ms. Harshi\u00a0+91 93848 13428<\/a>\u00a0<\/b>\/ South Region Mr. Venkatesh\u00a0+91 93848 13425<\/a>\u00a0email at [\u00a0CSM@festonsev.com<\/a>,\u00a0customerservice@festonsev.com<\/a>], or through our online chat service on our website.<\/p>

Support Hours:<\/b>\u00a0Our customer support team is available Monday to Friday, from 9.00 AM to 6.30 PM. Emergency support is available 24\/7.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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8. Terms and Conditions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Contract Duration:<\/b>\u00a0Renewed service agreements are valid for a period of 12 months from the renewal date.<\/p>

Changes:<\/b>\u00a0Any changes to the service agreement must be requested in writing and will be subject to approval by\u00a0FESTON SEV PRIVATE LIMITED.<\/b><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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9. Compliance and Legal<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Regulations:<\/b>\u00a0All services will be performed in accordance with local, state, and federal regulations governing solar energy systems.<\/p>

Privacy:<\/b>\u00a0Customer information will be handled in compliance with our Privacy Policy, ensuring data protection and confidentiality.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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10. Feedback and Improvements<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Customer Feedback:<\/strong>\u00a0We encourage customers to provide feedback on our services via our official mail id\u00a0csm@festonsev.com<\/a>\u00a0or by contacting our customer service HO via\u00a0customerservice@festonsev.com<\/a><\/p>

Continuous Improvement:<\/strong>\u00a0Feedback will be reviewed regularly to improve our service policies and customer experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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11. Service and Site Visit Policy:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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As per our existing service policy, site visits will not be provided for issues that can be resolved remotely, such as\u00a0Wi-Fi configuration and Pre-Commissioning connectivity setup<\/b>. To ensure effective remote support, customers must meet the following conditions:

Requirements for Remote Support:\u00a0<\/b><\/p>

  • System must be\u00a0online\u00a0<\/b>(connected to FESTON\u2019s monitoring platform).<\/li>
  • Customer must provide\u00a0error codes\/symptoms\u00a0<\/b>(e.g., inverter fault LED, app alerts).<\/li>
  • Permission for remote access (may require temporary credentials).<\/li><\/ul>


    Common Issues Resolved Remotely:<\/b><\/p>

    • Software\/firmware bugs.<\/li>
    • Incorrect settings (e.g., grid-tie mode, battery charging parameters).<\/li>
    • Communication errors (Wi-Fi\/4G dongle issues).<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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      11.1 Required Conditions for Remote Support:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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      • A stable internet connection must be available at the installation site.<\/li>
      • A functional Wi-Fi router should be positioned within the appropriate range of the inverter.<\/li>
      • The inverter must be located within\u00a010 meters of the Wi-Fi router<\/b>, ensuring\u00a0a minimum signal strength of 60%.<\/b><\/li>
      • The Wi-Fi network must operate on the\u00a02.4 GHz band (for 4G connectivity)\u00a0<\/b>and be compatible\u00a0with 5G networks\u00a0<\/b>where applicable.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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        11.2 Field Service Response:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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        Purpose:\u00a0<\/b>On-site repairs for issues that cannot be fixed remotely (e.g., hardware failure, installation errors)<\/p>

        When Field Service is Triggered:<\/strong><\/p>

        • Contractual obligation (e.g., warranty, maintenance agreement).<\/li>
        • Remote troubleshooting fails (e.g., defective PCB, damaged wiring).<\/li>
        • Safety\/legal compliance (e.g., grid connection faults, fire risks).<\/li><\/ul>

          Typical Field Service Cases:<\/b><\/p>

          • Inverter\/MPPT failure.<\/li>
          • Battery replacement (warranty claim).<\/li>
          • Physical damage (storms, rodents, poor installation).<\/li><\/ul>

            Key Notes:<\/b><\/p>

            • Warranty Impact<\/b>: Unauthorized repairs may void warranty; always contact FESTON first.<\/li>
            • Costs<\/b>: Field service may be free (under warranty\/contract) or billable (out-of-scope issues).<\/li>
            • Documentation:\u00a0<\/b>Keep records of error codes, remote sessions, and technician reports<\/li><\/ul>


              Impact of Non-Compliance<\/b><\/p>

              Failure to meet these prerequisites may result in reduced support effectiveness. Customers who do not meet these conditions will not be eligible for site visits under our standard service policy.<\/p>

              Exceptions & Special Cases<\/b><\/p>

              In certain scenarios, site visits may be considered based on specific technical challenges beyond standard remote assistance capabilities. Requests for such visits will be evaluated on a case-by-case basis.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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              Replacement Policy Guidelines:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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              Initial Replacement Period:\u00a0<\/b>Products that become faulty within a specified period of\u00a030 days<\/b>\u00a0from date of installation\u00a0<\/b>may be replaced with a new unit, subject to verification.<\/p>

              Warranty Coverage:\u00a0<\/b>If the issue occurs beyond the initial replacement period but within the warranty term, the unit may be replaced or repaired, following\u00a0warranty service guidelines.<\/b><\/p>

              Verification & Approval:\u00a0<\/b>The product must undergo a technical review to confirm eligibility for replacement.<\/p>

              Exclusions:\u00a0<\/b>The policy may exclude damages caused by misuse, unauthorized repairs or external factors such as power surges.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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              Warranty Exclusions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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              The following cases are\u00a0not covered\u00a0<\/b>under\u00a0FESTON\u00a0<\/b>warranty:<\/p>

                • Unauthorized access:\u00a0<\/b>Breaking the product seal or opening the casing without written approval from FESTON PRODUCT.<\/li>
                • Transportation damage.<\/b><\/li>
                • Incorrect installation or commissioning:\u00a0<\/b>Examples include incorrect DC or AC pole wiring\/connection or loose wiring leading to inverter damage.<\/li>
                • Missing safety components:\u00a0<\/b>Absence of an AC distribution box (ACDB) on the AC side and a DC fuse on the DC side (DCDB is not mandatory but recommended for safety).<\/li>
                • Damage to input terminals\u00a0<\/b>due to overheating or burning.<\/li>
                • Inverter damage from external elements:\u00a0<\/b>Including seepage of water, dust intrusion, or other foreign particles.<\/li>
                • Fan damage caused by a dusty or polluting environment.<\/b><\/li>
                • Natural calamities, accidents, hazardous conditions, or chemical\/pollutant exposure.<\/b><\/li>
                • Improper earthing:\u00a0<\/b>DC and AC earthing must be separate, and the inverter body must be properly grounded.<\/li>
                • Exposure to direct sunlight or rain:\u00a0<\/b>The inverter should be installed indoors or under a shed if placed outdoors.<\/li>
                • High voltage surges:\u00a0<\/b>Damage caused by extreme grid surges or voltages exceeding 10% of the\u00a0inverter\u2019s maximum AC voltage rating.<\/li><\/ul><\/li><\/ul>
                    • Inadequate ventilation:\u00a0<\/b>Space must be left on all sides as per the installation manual.<\/li>
                    • Non-compliance with instructions:\u00a0<\/b>Failure to follow the user manual, installation guide, or maintenance regulations.<\/li>
                    • Unauthorized modifications, alterations, or attempted repairs.<\/b><\/li>
                    • Incorrect or inappropriate operation.<\/b><\/li>
                    • Insufficient device ventilation.<\/b><\/li>
                    • Failure to follow applicable safety regulations.<\/b><\/li>
                    • Force majeure events:\u00a0<\/b>Lightning, overvoltage, storms, fires, etc.<\/li>
                    • For\u00a0products not covered by warranty<\/b>, FESTON may charge additional costs for spare parts, labor, and transportation, based on actual expenses or maintenance contract terms.<\/li>
                    • Warranty Terms & Conditions<\/li>
                    • The terms outlined here, along with the warranty card included in the product packaging and affixed warranty documents,\u00a0define FESTON\u2019s responsibilities for all sold products<\/b>.<\/li>
                    • No additional guarantees beyond these terms will be recognized without formal written confirmation from FESTON.<\/li>
                    • Under warranty, FESTON\u2019s obligations are\u00a0limited to service, replacement, and repair\u00a0<\/b>in accordance with the specified terms.<\/li>
                    • If applicable by law, FESTON will act in compliance with legal requirements.<\/li>
                    • OEM Products<\/li>
                    • OEM products do\u00a0not\u00a0<\/b>fall under these warranty terms. The warranty for OEM products must comply with the specific contract.<\/li>
                    • This version improves readability and flow while maintaining all key details. Let me know if you need further refinements!<\/li>
                    • Failure to follow applicable safety regulations.<\/b><\/li>
                    • Force majeure events:\u00a0<\/b>Lightning, overvoltage, storms, fires, etc.<\/li>
                    • For\u00a0products not covered by warranty<\/b>, FESTON may charge additional costs for spare parts, labor, and transportation, based on actual expenses or maintenance contract terms.<\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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                      OEM Products:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                      OEM products do\u00a0not\u00a0<\/b>fall under these warranty terms. The warranty for OEM products must comply with the specific contract<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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                      13.1 Warranty Terms & Conditions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                      The terms outlined here, along with the warranty card included in the product packaging and affixed warranty documents,\u00a0define FESTON\u2019s responsibilities for all sold products<\/b>.<\/p>