Support services

Warranty coverage

We provide a manufacturer warranty as  per below:

1.Terms of warranty

The standard warranty term is 3 years. It starts either on Final Acceptance or Commercial Operation date, or within 6 months of delivery, whichever comes first.

It can be extended for a minimum of 2 years and a maximum of 12 years.

2.Spare parts warehouse

Engineering and maintenance team is based in Vajaakoski and Oulu. Vaajakoski is also primary spare parts storage center for all Finland projects.

3.Equipment and software coverage

The warranty coverage includes

• the  BESS subsystems and MV transformer stations

• the SCADA PPC control systems and networking (if provided)

• the interface with control room service provider (if provided)

• the interface with trading service  provider (if provided)

In the event of a fault or failure, we provide spare parts, and where needed labour on site to resolve the fault or failure.  All labour, transportation and material and spare parts costs are included in the warranty.

See our warranty policy attached to your contract for details.

O&M service with performance guarantees

Our subsidiary Paneco Energy Oy can also provide full Operation and Maintenance services in Finland, as an option for customers without a dedicated Operation team, we offer Service Agreements with performance guarantees. This includes:

1.Full Operation & Maintenance

Our engineers perform regular site visits and full operation and monitoring of the BESS systems and related control systems. We provide these services via our remote control rooms and with our in-house engineers and additional service partners: This maintenance service excludes site buildings or fences which are the responsibility of the customer.

2.Remote control room

We support 2 redundant remote monitoring service location:

1. remote monitoring and alarms/fault monitoring centre in Lille France.

2. remote monitoring and alarms/fault monitoring in Vaajakoski.

O&M service plans require a warranty or extended warranty as per above.

3.Performance guarantees

Compensation

The amount of financial compensation for missing the performance guarantees is defined in the Service Level Agreement. Total financial compensation cannot exceed 50% of the total contract price.

4.Response times

We provide 24/7 on-call maintenance services for fault handling. The following
response times are provided in Finland:

• Minor Fault

  • Within 1 hour (remote response)

  • Within 1 working day (engineer on site)
    

• Major/Critical

  • Immediate action required (remote response)

  • Immediate mobilization (engineer on site)

Travel time from Helsinki or Vaajakoski to site is not included in these response times.

Contact channels

We use email primarily to coordinate service calls. We have an emergency support phone for emergency only.

Emergency includes fire alarm, complete shutdown of more than 10% of site power, environmental disaster, security breach (physical or network).

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