Solar Warranty Problems?
Let STS Handle the RMA Process.
Submit your equipment details and supporting evidence. Our team manages manufacturer communication, warranty documentation, follow-ups, and replacement coordination — keeping you informed through your secure customer portal.
Submissions are accepted 24/7. STS targets an initial response within 24 hours of submission — an initial review and next-step response, not a guarantee of manufacturer approval, shipment, or resolution.
Who this serves
Built for teams managing equipment failures across commercial, industrial, and utility-scale solar assets — available throughout the United States.
Solar installers and EPCs
Warranty claims your crew does not have time to chase.
O&M and service providers
A managed back office for recurring equipment failures.
Commercial and utility asset owners
Portfolio-level claim tracking with documented outcomes.
Property and portfolio managers
One coordination point across sites and manufacturers.
Homeowners may request service, subject to STS confirming eligibility and scope. Homeowner support options →
A managed process, not a ticket queue
You provide access authorization, accurate equipment information, an on-site contact, requested photographs, and test results. STS handles the administrative and technical coordination from there.
Submit the case
Create an account and submit equipment details, symptoms, and supporting evidence through your secure portal. Save a draft and finish it later. Submissions are accepted any time.
STS reviews and requests evidence
We confirm eligibility and scope, then request any missing documentation. You receive an initial response within 24 hours of submission.
Manufacturer coordination
STS opens or advances the manufacturer case, handles correspondence and follow-ups, and tracks the case number and RMA authorization.
Replacement and return
We coordinate replacement shipment and tracking, issue return instructions, and track return deadlines so nothing lapses.
Documented outcome
Every decision is recorded, with a final case summary available to download from your portal.
What STS handles
Within the subscription scope
- Review of new warranty requests and existing manufacturer cases
- Equipment identification and documentation review
- Manufacturer warranty eligibility inquiries
- Evidence collection and missing-information requests
- Remote coordination with qualified on-site personnel
- Preparation and submission of warranty requests where permitted
- Manufacturer calls, correspondence, and follow-ups
- Tracking of manufacturer case numbers and RMA authorizations
- Replacement shipment coordination and tracking
- Defective-equipment return instructions and deadline tracking
- Documentation of manufacturer decisions
- Customer updates and a final case summary
What is not included
Unless separately scoped in writing
- Parts, shipping charges, and deposits
- Manufacturer fees and restocking charges
- Field labor, removal, and installation
- Site visits and travel
- Third-party services or paid contractors
STS does not incur third-party costs or book paid contractors without your written approval.
Service fees are separate from warranty coverage
Subscription fees pay for STS's work, including when a manufacturer ultimately denies coverage. Manufacturer warranty coverage, if granted, is determined solely by the manufacturer.
View subscription plansMonitoring portal access and customer authorization
Reviewed fault history and operating data are usually required to support a manufacturer warranty claim. Customers arrange monitoring access for each submitted system when it is needed for troubleshooting or manufacturer requirements.
Invite STS as a service providerPreferred
Where the monitoring platform supports it, you or your current administrator invites STS using the designated STS service email. Only the minimum permissions needed for the case are requested.
Provide a dedicated authorized account
If a service-provider invitation is unavailable, you may create a separate account for STS where the platform supports it.
Arrange another approved access method
If neither option is available, STS reviews whether a supervised session, customer-provided reports, or another manufacturer-permitted method is sufficient.
How access is verified
- Access is tracked per site: not requested, instructions sent, invitation pending, received and awaiting verification, verified, insufficient permissions, unavailable, or revoked.
- STS confirms the account opens the correct site and exposes the required information before marking access verified.
- Cases can be submitted while access is pending. Where a case cannot progress without access, the missing action appears in your dashboard.
- Access delays are documented separately from STS response times.
Credential handling
- Never send passwords, MFA recovery codes, or login secrets through a form, case message, email, or file upload.
- If credential sharing is unavoidable and permitted by the platform, STS uses an approved secure credential-sharing service and records only a reference to that secure item.
- Do not disable MFA for STS access. Do not share your primary login as a default.
- Access details are restricted to authorized STS staff and kept out of AI prompts, generated reports, customer exports, and logs.
Scope of authorization
Your recorded authorization covers access to relevant monitoring data, review of equipment and fault history, and sharing necessary evidence with the manufacturer for your warranty case.
It does not authorize remote configuration changes, firmware updates, shutdowns, resets, or other actions affecting operation — those require separate documented authorization and appropriate permissions. STS does not transfer site ownership, remove your existing installer, or change administrator assignments without specific authorization and confirmation that the platform permits it.
Monitoring portal access supports the managed warranty service. It does not include continuous monitoring or automatic fault response unless separately purchased.
Covered equipment
Submit equipment from any manufacturer for review. Case acceptance and available support depend on manufacturer requirements, warranty eligibility, equipment documentation, and STS's ability to coordinate the claim.
- Inverters and microinverters
- Optimizers and rapid shutdown devices
- Batteries and associated controllers
- Modules
- Gateways, data loggers, meters
- Communications equipment
- Other solar and storage components
Your role in the process
STS handles the administrative and technical coordination. These items stay with you.
- ›Provide written authorization for STS to coordinate the claim and communicate on your behalf
- ›Provide accurate equipment information, including model and serial numbers
- ›Nominate an on-site contact who can be reached during a scheduled call
- ›Supply requested photographs, measurements, and test results
- ›Have a qualified on-site technician available when a scheduled troubleshooting session requires it
Managed plans, priced by case volume
Each standard case covers one site, one manufacturer, and one related failure issue involving up to five affected devices. Every plan includes up to two hours of active STS staff work per case.
Essential
- 1 new standard case per month
- Up to 2 active managed cases
- 2 company users
Professional
- 3 new standard cases per month
- Up to 6 active managed cases
- 5 company users
Portfolio
- 6 new standard cases per month
- Up to 12 active managed cases
- 10 company users
Additional standard case
$299 per case, subject to STS acceptance and your approval. Additional work beyond the two-hour allowance requires an estimate and written approval first.
Allowances and limits
Unused case allowances do not roll over. Open cases remain open across billing periods and count toward your active-case limit, which can prevent starting a new case even when allowance remains.
Online checkout is not yet enabled. Create an account to submit a draft request — STS activates your plan and confirms pricing before any case is accepted.
Frequently asked questions
Scope, limits, and what to expect from the service.
Start with a draft — no subscription required
You can create an account and prepare a draft request before subscribing. An active subscription is required before a case is submitted and accepted for managed service.