Engineering Accountability

Lifetime Resilience

Iselle supports commissioned systems over time through monitoring coverage, SLA priorities, incident response workflow, preventive audits, and ticket escalation channels.

24h Critical fault response SLA
24/7 Cloud monitoring uptime
80% Issues resolved remotely (no site visit)
20yr System design lifespan we plan for

Support Coverage Overview

After-sales support is delivered through three layers: remote monitoring and optimization, SLA-based incident response, and preventive audits with warranty coordination.

The cards below introduce the remote-monitoring layer. SLA priorities, the incident response journey, and preventive support routines are defined in the sections that follow.

Cloud Synchronization

Your system telemetry is securely mirrored to our desk for technician visibility, history review, and health checks.

Predictive Diagnostics

We review trends and warning conditions (temperature, imbalance, low yield) before they develop into major faults.

OTA Optimization

Many system tweaks and firmware updates can be deployed remotely without an on-site visit.
Warranty concierge is included in our support workflow. We coordinate manufacturer RMA claims, serial tracking, and evidence collection when supported components fail in warranty. See how support close-out is documented.
Victron Energy Deye Pylontech Felicity Solar

SLA Priorities & Response Targets

We classify issues by impact first, then apply response and resolution targets. This section is the operational priority matrix for the support desk.

Priority 1

Critical Outage

Complete system failure or safety hazard resulting in no power supply.

Response Time: < 24h
Resolution: 48h
Priority 2

Performance Issue

Significant yield reduction, inverter warnings, or sensor malfunctions.

Response Time: 72h
Resolution: 5 Days
Priority 3

General Support

App connection issues, monitoring dashboard changes, or general queries.

Response Time: 4-5 Days
Resolution: Scheduled

Incident Response Journey

This workflow applies after a ticket is logged and classified under the SLA priorities above.

1

Instant Signal

Contact via WhatsApp/Email. Ticket is auto-opened against your serial number.
2

Remote Triage

Engineers login to the cloud portal to analyze faults and firmware status.
3

Rapid Deployment

If site-critical, a field technician is dispatched within the SLA window.
4

Close-Out

System re-validated; final resolution report sent to client.
Utility room inverter, battery stack, and monitoring tablet

Preventive Audit Program

Electronics age and dust settles. To prevent emergency failures, we offer an Annual Health Audit as part of our care ecosystem, with documented findings and recommended corrective actions.

Hotspot Detection

Thermal imaging of electrical connections to detect loose wires before they spark.

Firmware Optimization

Updating BMS and Inverter software for maximum charging efficiency and safety.

Open a Support Ticket

For faster triage, send your system serial number, a photo or screenshot of the issue, and the exact time the fault occurred. Critical issues are prioritized under the SLA matrix above.

  • System serial number or site name
  • Error code / alarm screenshot (if available)
  • Short description of what stopped working
  • Photo/video of DB, inverter screen, or affected load (if safe to take)
WhatsApp Technical Desk Email Support Desk