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We build the hardware and install the system
Support
Anyone can sell a battery. The question worth asking is what happens the first time it stops behaving — who picks up, what they already know about your unit before you finish the sentence, and whether the paperwork still exists. This page is the honest answer to all three.
Reach us
Support hours and response times are not published yet. Ask when you call and we will tell you what we can actually commit to.
Raising a fault
Four steps, in the order they actually happen. There is no ticket queue theatre here — it is a small team and a serial number.
It is printed on the rating label of the unit itself — on the side of a battery, on the underside of an inverter. Every AmpereArc unit carries one, and it is the fastest route to your system’s history. Without it we are guessing.
Email or call. Tell us what the system was doing when it changed behaviour, what the display shows, and whether the site currently has power. The checklist below is what we would otherwise have to ask for one question at a time.
Most faults on a monitored system can be identified from the logs before anyone gets in a van. If the system reports to AmpereArc Connect we start there; if it does not, we work from your readings and photographs.
If the fix is a setting or a firmware change we do it remotely. If it needs hands on the equipment we arrange an attendance. If a unit is replaced, the new serial number is recorded against the one it superseded so the site history stays continuous.
Before you write to us
Registration
AmpereArc hardware is serialised at manufacture. The serial is not a sticker for the warehouse — it is the key to a record that says which product this is, who owns it, who commissioned it, when it was first energised and what it replaced.
Registering a unit takes a minute and matters most on the day you have forgotten about it. It means a fault report can be answered with the unit’s own history rather than a general answer about that product line, and it means an owner who bought the house three years after the install can still find out what is on the wall.
Installers register units through the portal at handover. If you own a system that was never registered, send us the serial number and the install address and we will attach it to your account.
What the record holds
How a serial number is built
Segments are printed in this order with no separators. Read the whole string off the rating label and send it exactly as printed — the batch and sequence are what tell us which production run your unit came from.
Documentation
What exists today, stated plainly. Where a datasheet has not been published yet this index says so rather than linking you to a page that asks for your email.
Installation and commissioning documentation is issued with the unit. Test records, declarations and assembly schedules for built-to-order equipment are available against a specific serial number or order — ask and we will send the pack for your job rather than a generic library.
Two of the most common calls we get already have written answers.
Warranty
Warranty terms are a contract, not a marketing figure. Ours are being finalised and are not on this site. Until they are, here is exactly what we can and cannot tell you.
Not yet published
There are no published AmpereArc warranty terms. Anything you have been quoted verbally should be confirmed in writing before you order, and any warranty statement you have seen elsewhere is not ours until it appears here.
When the terms are issued they will be published on this page in full, dated and versioned, and linked from every product.
Design life, not warranty
Cycle life is the number of full charge-discharge cycles the cells are rated for on the product datasheet. It describes what the hardware is designed to do; it is not a promise about what we will replace, and the two figures will not be the same number.
Your statutory rights are unaffected by any of this. If you bought as a consumer in the UK, the Consumer Rights Act 2015 gives you remedies against the seller for goods that are not of satisfactory quality, whatever a manufacturer warranty says.
If a unit is replaced under any arrangement, the replacement’s serial number is recorded against the unit it superseded, so the site keeps one continuous history rather than starting again with each box.
It is the fastest sentence you can send us. Everything else we can work out from there.