Solar Care: Maintenance service guide
This guide explains what is included in each Solar Care maintenance package and what services you can expect throughout your subscription.
Full contractual terms are set out in the Maintenance Contract and Terms and Conditions.
This Maintenance Service Guide may be updated from time to time to reflect improvements to our services or operational changes. The latest version will always be available from us on request.
Solar Care packages
| Package | Annual system inspection & report | Daily remote performance monitoring Free for your 1st year | Annual solar panel clean & visual inspection | Free call outs to diagnose & repair faults |
| Essential Care | ✓ | ✓ | ||
| Advanced Care | ✓ | ✓ | ✓ | |
| Ultimate Care | ✓ | ✓ | ✓ | ✓ |
What’s included in your service?
All packages
Annual system inspection & report
| Roof Maintenance services |
| Visual inspection of solar PV modules from ground level (to assess soiling, shading, and any obvious damage) |
| DC electrical installation & wiring (internal) |
| Continuity check of earthing system |
| Check the general status of cabling and check for rodent damage to cables or containment |
| Tightening of cables/glands in connection boxes |
| Checking for discoloration, excessive corrosion or discoloured insulation |
| Check terminal connections |
| General checks |
| Check all safety labelling and schematic charts. Replace if necessary |
| General visual inspection of complete plant & any associated kit |
| Collecting current meter read- to Confirm generation is increasing |
| Inverters |
| Inverter Status |
| Clean and remove dust from inverter heat sinks, ensure cooling fans operation and lubricate as required |
| Inverter plant restart sequence checking |
| Check protective devices operate correctly |
| Check terminal connections |
| Complete AC & DC electrical tests |
| AC Electrical installation & wiring (internal) |
| Checking for discolouration, excessive corrosion or discoloured insulation |
| Inspection of all cables for tight connections |
| Cleaning and greasing of LV overcurrent devices, switches, isolators and operate any test buttons |
| Testing for good insulation resistance, earthing continuity, and visual periodic condition reporting |
| Relevant safety labelling and charts are in place |
| Check for undue noise and vibration or abnormal odor |
| Warranty & Repair monitoring & handling |
| Incident Reports (Serious incident will be reported immediately) |
| On warranty issues, interface with manufacturer and process relevant documents and exchanges |
| Trigger relevant third parties on behalf of Owner (i.e scaffolding) |
Remote monitoring
Our team will proactively monitor SolarEdge and Enphase systems through their respective monitoring platforms to ensure optimal performance. Systems utilising other inverter platforms will not receive daily monitoring.
Where faults occur the team will first try and fix remotely, where it is necessary to come to site they will give you the option of a timing alongside next annual system inspection or scheduling a separate call out.
| Software updates and communications check |
| Inverter Status checks |
| Incident Reports (Serious incident will be reported immediately) |
| Remote fault fixes |
Repairs and Replacement Parts
Any repairs or replacement parts that are not covered under manufacturer or workmanship warranty will be chargeable at our prevailing labour and parts rates. We will tell you of the anticipated labour and parts cost associated with the work. We shall not carry out any such work without your prior approval.
Advanced and Ultimate Care
Annual solar panel clean & visual inspection
Panel cleaning will be scheduled and performed by us or our trusted partners once during your subscription period. If additional access measures are required for panel cleaning, the sales team will include additional access costs in your contract. If applicable, these costs will be invoiced separately following completion of the service.
| Visual Inspection of solar PV modules (to check from cell rust, glass cracks etc) |
| Surface module cleaning |
| Visual inspection of erosion and corrosion on the support structure |
| Perform an overall visual inspection of the mounting system |
Ultimate Care only
Free call outs for fault repairs
Customers on Ultimate Care benefit from free labour for fault-related callouts. Subject to the following limitations;
(a) Free callouts apply only where a fault with the equipment or system covered by the Maintenance Contract, cannot reasonably be resolved through remote diagnostics, monitoring, configuration or advice. They do not include visits for training, education, demonstrations, system familiarisation, or general advice where no fault is present.
(b) Free callouts include labour only. The cost of any replacement parts, consumables or roof access equipment is excluded, unless such items are covered under an applicable manufacturer warranty.
(c) Free callouts do not apply to faults, damage, or issues arising from the following excluded causes;
– accidental, deliberate or malicious damage;
– misuse, neglect, failure to follow manufacturer guidance, or lack of reasonable care;
– unauthorised alterations, repairs or works carried out by you or any third party;
– external events or circumstances beyond our control, including (without limitation) fire, flooding, storm damage, lightning, vermin, power surges, or grid supply issues;
– issues caused by your electrical supply, internet connection, network equipment or third-party services;
cosmetic issues, system upgrades, enhancements, performance expectations or preventative improvements; or
routine maintenance, cleaning (other than that expressly included in the Subscription Services), or access-related works.
faults in equipment not originally installed or maintained by the Company; or
upgrades, modifications or improvements to the Equipment.
(d) We reserve the right to undertake remote diagnosis as a first step before arranging any site attendance. Where, following attendance, it is reasonably determined that the reported issue falls outside the scope of the Ultimate care, the visit and any associated works may be chargeable in accordance with our standard rates, which will be notified to you where reasonably practicable.