Technical assistance
We offer technical assistance to owners of existing Solaronics equipment and to specifiers placing the equipment in new projects. The assistance is not field service. It is an engineering reply by phone, e-mail or video call, guiding your technician through diagnosis or a decision. Below: when it is appropriate, and what to have ready for a fast answer.
What technical assistance covers
Technical assistance is typically called by one of two groups: your in-house maintenance technician on site in front of the unit who needs guidance, or a specifier/installer dimensioning or commissioning a new unit. Our assistance covers:
- Interpretation of fault codes on the burner controller or unit display.
- Walkthrough of spare-part replacement that does not require a certified technician (filter, nozzles outside the burner, gaskets outside the gas path).
- Reading technical sheets and dimensional drawings in preparation for installation.
- Questions on controller and modulating valve setup during commissioning.
- Compliance with safety regulations and documents for inspection reviews.
- Model selection on a new project, where you have site parameters but are not certain of the technology or power.
What technical assistance is NOT
To avoid the wrong channel:
- Field service. For a physical visit with measurement equipment see maintenance or diagnostics.
- Remote control of the unit. Solaronics equipment is largely not IoT-connected from the factory. BMS control is a category-D upgrade (see spare parts).
- Remote intervention on the burner. All interventions on the burner, gas/air mixture, and flue gases are performed only by a certified technician, because that is the condition for the warranty and for inspection compliance.
- Technical support for non-original parts. If a non-Solaronics part is fitted in the unit, we can still help with understanding the symptom, but we cannot guarantee the diagnosis.
- General heating advice without specific equipment. For that see the technical guides.
Four data points for a fast answer
When you call or write, four data points let you get a useful answer on first contact, without multiple exchanges.
| Data point | Where to find it | Example |
|---|---|---|
| Model code and year of manufacture | Type plate on the unit | "AC 45-H, 2019" |
| Fault code on the controller | LED display or blinks of the status light | "E12" or "4 blinks" |
| Symptom with measurements, where available | Thermometer, gas pressure manometer upstream of the unit | "Gas pressure 22 mbar, hall temp 14 °C instead of 18 °C" |
| Context (when it started, whether it recurs) | Your observation | "Every morning at startup, the last 10 days" |
Without these four data points the first reply is generic ("could be A or B") and the conversation takes several exchanges. With them we typically answer in one exchange.
Response times
Response time depends on the channel and the level of support you have engaged:
| Channel | Response (customers without contract) | Response (service contract) |
|---|---|---|
| Phone in business hours | 1 to 2 hours | 30 minutes |
| E-mail in business hours | 4 to 8 hours | 2 to 4 hours |
| E-mail outside business hours | Next business day | 4 to 6 hours (including weekends) |
| Video call (scheduled) | Within 1 to 2 business days | Within 24 hours |
Business hours: Monday to Friday, 08.00 to 17.00. Public holidays are listed in the page footer.
For a critical fault with safety risk (gas smell, visible glowing, deformation) the response time is different: report by phone, immediate reply, and an agreement on a site visit within 24 to 48 hours regardless of contract status. See also the troubleshooting guide for which symptoms require immediate shutdown of the unit.
Service contract or ad-hoc
The difference between a customer with a service contract and one without is not in answer quality but in answer speed and site priority. Each contract includes:
- Annual service of all units at the site.
- Priority response per the table above.
- 10 to 15 percent discount on spare parts and unscheduled service.
- Free written improvement assessment after each annual service.
A contract is appropriate at 3+ units or when the equipment is critical to operations (logistics, cold chain, continuous production). With fewer than 3 units and seasonal use, ad-hoc service is typically less expensive.
How to reach us
By phone, e-mail or via the contact form. For a first contact about a new unit or project we recommend the form, because it collects the necessary data in a single exchange. For an acute fault we recommend phone. The conversation reaches a resolution faster than a chain of e-mails.
After your first contact we assign one engineer who handles all further matters with you. You do not have to re-explain context across people. Your engineer has the history and replies contextually.