We are here when you need us.
Most issues can be diagnosed remotely through GridOS. Find what you need below, or reach the team directly.
Where do you need help?
Five steps from install to live.
Your installer commissions the system on site. These steps get GridOS running on your phone and savings running from day one.
Download the GridOS app
Available on iOS and Android. You will receive an activation code with your install documentation.
Activate your system
Enter the activation code in the app. GridOS will locate your gateway and confirm connectivity.
Set your backup reserve
Decide what percentage of capacity to hold in reserve for outages. We recommend a starting point at survey.
Configure your tariff schedule
Enter your utility peak and off-peak slots. GridOS uses these to decide when to charge, discharge, and hold.
Review your first week
GridOS shows daily import, export, and self-use data. After a week you will see your savings baseline.
Monitoring via GridOS.
GridOS is live and active on all installed systems. It is your primary window into the health, performance, and schedule of your battery.
Live state of charge
See battery level, grid draw, solar input, and home load in real time.
Backup reserve
Set a minimum charge to hold for outages. GridOS never discharges below it.
Tariff scheduling
Enter your peak and off-peak tariff slots. GridOS shifts charge and discharge automatically.
Outage alerts
Push notification the moment the grid drops, and again when it returns.
Remote diagnostics
Fault events are logged and uploaded automatically. The team can review without a site visit.
Savings summary
Daily, weekly, and monthly import reduction and self-use figures.
What is covered, and for how long.
Product warranty
Warranty duration and cycle terms: TBD. Covers manufacturing defects and capacity loss below threshold.
How service works
All service requests start with remote diagnosis via GridOS. Most faults are resolved without a site visit. When a visit is needed, an authorised technician is dispatched.
Warranty does not cover physical damage, improper installation, or modifications by unauthorised parties.
Making a warranty claim
Document the issue
Note the fault code or behaviour and the date it started.
Contact support
Share your system ID, install date, and what GridOS is showing.
Remote triage
The team reviews your GridOS data and confirms eligibility.
Common issues, answered directly.
Most faults surface in GridOS before you notice them. For anything not resolved here, contact support with your system ID.
Channels for getting help.
For all support requests, have your system ID ready. You will find it in the GridOS app under Settings.
Response time TBD
Mon–Sat, hours TBD
Support hours
Existing customers: have your system ID ready
Things people ask before and after install.
Plain answers to the questions that come up most.
More resources
Not yet a customer? Start with a free site survey.
We assess your load, roof, and backup needs on site. No obligation, no sales call required to qualify.