01
Bronze
The customer is quoted and billed for each service, or repairs and maintenance call-out.
Legal
Service Level Agreement
At INFOLED, we are committed to delivering exceptional service and ensuring the highest levels of client satisfaction.
The terms outlined below are provided in the interest of transparency and clarity. Comprehensive Terms and Conditions of Sale will be included with your tailored proposal.
SLA Packages
Choose the right level of cover
From reactive support to full active monitoring and inverter configuration, each package is structured around the level of service your system needs.
02
Silver
The customer has an SLA for 1x annual maintenance and cleaning, but does not include an active monitoring or inverter configuration package.
Silver clients receive priority for services and support. 24/7 phone support is included. After-hours callouts are excluded and charged separately.
2 hours call-out per annum at no charge. All warranty claim charges are waived, excluding excessive travel fees and labour due to complications.
03
Gold
The customer receives all the benefits of the Silver package with an additional active monitoring and inverter configuration package, for solar and battery optimization.
This may include Tariff Optimization.
All Commercial Projects receive GOLD status SLAs.
04
Platinum
The customer has all the benefits of the Gold package, as well as weekend or afterhours servicing to accommodate some FMCG and Retail clients.
Our Commitment
We're taking monitoring to the next level - 12 advanced screens in our monitoring office paired with AI-driven analytics to sharpen service delivery.
Your investment is protected with 24/7 monitoring, accurate reporting and proactive maintenance.
Why Choose INFOLED's SLA
- ◎Comprehensive & Accurate Reporting: our financial expertise in tariffs, backed by our metering business, produces detailed reports.
- ◎Thermal Camera Reports: cutting-edge imaging detects system anomalies for efficient, timely maintenance.
- ◎24/7 Engineer Monitoring & Support: our engineers are always available to monitor and support your system.
- ◎Advanced Weather Data: weather-station data and expert analytics support environmental-impact insights.
- ◎Extra Cleanings: additional cleans per year, based on performance, help maintain peak efficiency.
- ◎In-Depth Loss Analysis: a detailed breakdown of losses including soiling, weather, load shedding, grid failures and equipment faults.
- ◎Unmatched Support: 24/7 support ensures concerns are addressed any time, day or night.
- ◎Warranty Assistance: INFOLED facilitates warranty claims with manufacturers but is not responsible for the outcome.
- ◎Seamless Warranty Facilitation: SLAs ensure adherence to supplier warranty terms with evidence of regular servicing.
- ◎Priority Service: SLA clients' needs are addressed faster than those of non-SLA clients.
Carbon Credit Support
INFOLED's advanced reporting can support clients who need reliable performance data for carbon-credit processes. We help make the energy evidence clearer, easier to review, and more useful for responsible sustainability reporting.
Innovation & Technology
Advanced monitoring and AI-driven analytics keep your system running at optimal performance and let us deliver top-tier service.
Liability
INFOLED isn't liable for deficiencies caused by force majeure, neglect, misuse or actions by the customer, their agents or third parties that affect system performance.
Warranty enforcement lies with the manufacturer; INFOLED assists with the process but is not responsible for outcomes.
Service Excellence
INFOLED remains committed to ensuring SLA clients receive superior service and support - protecting your investment and maximising system performance.
Additional SLA Support
Has your installer abandoned you? We're here to help.
We're extending our SLA offerings to clients with systems installed by other companies - especially those whose original installers have closed down or failed to meet their service commitments (T's and C's apply).
INFOLED provides SLA clients with a comprehensive Service & Maintenance plan that keeps your solar system performing and lasting longer. In a market where many smaller solar companies struggled to stay sustainable after the load-shedding boom, INFOLED continues to thrive - and we now extend that support to systems installed by others, particularly where the original installer is no longer operational.