Sungrow provides solar inverter installation, maintenance and repair services across India, with over 10GW of installed capacity. Their service offerings include warranty management, project management, field service, operations and maintenance, technical call centers and training. For customer care, Sungrow operates a hotline and distributes calls to various repair centers based on location. They aim to provide same day support for initial troubleshooting, and engineer dispatch or inverter replacement within 24-72 hours depending on the location. Sungrow also operates an academy that provides training to customers and partners on product operation and troubleshooting.

1. 1
Service Induction
Lecturer：Surender Singh | Date:26th July 2022

2. 2
Contents
2
01
02
03
Install Base
Service offering in India
Workflow for customer care
04 Service Esclation Matrix

3. 3
• Total Installation- 10GW (Approx.)
• Central Inverter- 7.767 GW (Approx.)
• String Inverter- 2.233 GW (Approx.)
2020 | India Service (Install Base)

4. 4
Service Offerings in India
CRM Warranty Management
Project Management
Field Service
O&M
Technical Call-Center Repair Center
Training Academy

5. 5
5
Workflow for Customer Care
Hot Line Support- 18002704458
All Calls connected on single point and then distributed as
per geographical locations.

6. 6
Service Center: Training
Product Overview / Operation / Troubleshooting
a. On-line training for Customers and Service Partners.
b. Hands-on and classroom training for Customers, Service Partners.
Sungrow Academy provides Basic and Advanced Training on Sungrow inverters to Customers
and Service Partners

7. 7
2020 | India Service Response time(India)
Commissioning Support
 Commissioning can be easily carried out through on Call support for String Inverter for roof top or providing On-Site
Support for Utility Scale Project.
Fault rectification
 Information on nature of fault > From Customer > Same day.
 Initial support & Troubleshooting > Sungrow & Customer > Same day
 If required, video call assistance > Sungrow > Same day
 If issue not resolved, engineer dispatch > Sungrow > within 24 - 72 hours* based on location.
 If issue still unresolved, inverter replacement dispatch > Sungrow > within 24 hours*
* Time starts from confirmation of unresolved issue, mutually agreed by customer & Sungrow.
7

8. 8
8

9. 9
9

10. 10
10

11. 11
11

12. 12
THANK YOU!
© 2018 SUNGROW Confidential
12