# After-sales Incident Evidence Pack

For project owners, distributors, installers, O&M teams, manufacturers and service coordinators.

Use this pack to turn “the equipment has a problem” into information that a manufacturer, remote support team and local service provider can assess and act on. The purpose is to reduce repeated questions, misdiagnosis and ineffective dispatch.

## A. Incident basics

- Project and country/city:
- Site contact, role and available hours:
- Brand, exact model and serial number:
- Quantity, installation date and commissioning date:
- First occurrence time, including time zone:
- Current state: stopped / derated / intermittent / alarm but running / safety-isolated:
- Any injury, fire, smoke, smell, water ingress or other urgent risk:

Where a safety risk exists, follow the site's emergency and isolation procedures and use qualified personnel. Do not delay necessary safety action while waiting for remote support.

## B. Observed behaviour

- What the user or operator observed:
- Full alarm code and text:
- Affected equipment, circuit or load:
- Continuous or intermittent:
- Operations, update, outage or maintenance immediately before the event:
- Actions already attempted and their outcomes:

## C. Minimum evidence

- [ ] Wide photos of equipment, installation environment and adjacent equipment.
- [ ] Clear nameplate and serial-number photos.
- [ ] Complete screen/monitoring alarms with timestamps.
- [ ] Original log export where available, not only a cropped screenshot.
- [ ] Wiring, connector, switch-state and affected-area photos obtained safely by qualified personnel.
- [ ] Operating data or generation/charge-discharge curves before and after the event.
- [ ] Relevant procurement, installation, commissioning and warranty documents.
- [ ] Existing tickets, emails, remote actions and replacement records.

## D. Action path

| Action | Owner | Due | Input required | Completion evidence |
|---|---|---|---|---|
| Decide whether safety isolation is required |  |  |  |  |
| Verify model, warranty and software version |  |  |  |  |
| Manufacturer remote triage |  |  |  |  |
| Site inspection/measurement |  |  |  |  |
| Spare approval and shipment |  |  |  |  |
| Replacement, repair or setting change |  |  |  |  |
| Restoration test |  |  |  |  |
| In-country acceptance signature |  |  |  |  |
| Warranty, cost and open-item confirmation |  |  |  |  |

## E. Closure record

- Root cause or current best-supported diagnosis:
- Action actually completed:
- Restoration test time, condition and result:
- Person confirming at the site:
- Metrics and period still requiring monitoring:
- Replaced/old-part handling:
- Cost/warranty allocation:
- Closure owner and date:

## Boundary

This template supports evidence collection and communication. It does not provide remote safety instructions or replace manufacturer manuals, site safety procedures, qualified technical judgement, contracts or warranty terms.