Installation & After-sales Service | RoadSmart

Installation & After-sales Service

SmartRoad, Smart Light, Smart World — We back every intelligent solar lighting solution with industry-leading technical support, fast-response service, and customized guidance, leveraging 10 core technologies, 3‰ ultra-low failure rate, and global deployment in 120+ countries.

After-sales Service

We classify fault levels based on project impact and equipment failure scope, with a professional technical team familiar with global project scenarios providing targeted solutions. IoT real-time monitoring enables proactive fault early warning for smart systems.

Service Levels & Response

Severity	Examples	First Response	Remote Diagnosis	Parts Dispatch	On-site Support
S1 – Critical	Widespread outage; safety risk; IoT paralysis	≤ 4 h (workdays)	Same day	24–48 h (expedited global)	Prioritized global dispatch
S2 – High	Multiple unit failure; deadline impact	≤ 8 h	24 h	48–72 h	Arranged if remote fix fails
S3 – Medium	Single unit fault; minor degradation	≤ 1 business day	2–3 days	Standard global lead time	Case-by-case (local network)
S4 – Low	Consultation / configuration / cosmetic	1–2 business days	As scheduled	N/A or batched	N/A

RMA & Corrective Actions

Open a dedicated project ticket and track the whole process after a warranty claim is submitted
Analyze fault logs (IoT real-time data), photos/videos by professional engineers
Deliver original authentic replacement parts globally after fault confirmation
Conduct root cause analysis and optimize product design for future batches
Provide a detailed fault handling report and follow-up maintenance suggestions

IoT Remote Monitoring & Maintenance

Leverage RoadSmart's self-developed IoT smart lighting management system to realize 24/7 real-time monitoring of equipment status (battery power, light output, operating temperature, etc.). The system automatically alarms for abnormal data, and engineers can remotely adjust parameters, upgrade firmware and troubleshoot faults, greatly reducing on-site maintenance frequency and cost.

Installation Support

We provide a complete set of installation materials and on-site guidance tailored to intelligent solar lighting systems, combined with time-saving product design to ensure efficient project construction.

Documentation & Tools

Concise installation manual (Chinese/English, customized multi-language on request)
Professional wiring diagram and MPPT controller/AC-DC hybrid system parameter table
Foundation construction drawings matching all-in-one/split type solar street lights
Installation & commissioning video tutorials (pole installation, solar aiming, IoT binding)
Intelligent system commissioning checklist (pole alignment, torque, IoT connection)

On-site Guidance

For large municipal, highway or customized ODM projects, we dispatch senior engineers with global project experience to provide on-site technical guidance including:

Foundation construction inspection and acceptance (matching pole load requirements)
Professional guidance for equipment lifting, mounting and fixing
Standardized electrical connection and debugging (MPPT, battery, AC-DC hybrid system)
Precise optical aiming and photometric parameter calibration
IoT system on-site binding, commissioning and operation training
Whole project final acceptance and detailed commissioning report handover

Time-saving Design & Installation

RoadSmart products adopt humanized structural design with pre-configured parameters and modular assembly for efficient installation. The integrated solar street light series has no complex wiring, which can be installed by 2 people in a short time, greatly saving project construction time and labor costs.

Warranty Coverage by Component

Adhering to high-quality product standards (IP66, -20℃~60℃, 250+ proprietary innovations), we provide long-term warranty for all core components (excluding man-made damage and improper use).

Component	Term	Coverage	Typical Exclusions
Luminaire (housing/LED/optics/patent lens)	5 years	Materials & workmanship; lumen maintenance; optical system performance	Vandalism, improper wiring, artificial optical damage
Controller (MPPT/AC-DC/dual-core CPU)	5 years	HW defects, firmware stability, MPPT performance, IoT communication	Unauthorized firmware changes, misuse, artificial damage
Battery (LiFePO4 3.2V single-string)	5 years	≥3000 cycles @80% DoD; ICD charge-discharge protection	Deep discharge, extreme temps, non-original charger
PV Module	5 years	Workmanship & power output; anti-corrosion/waterproof performance	Shading, impact damage, artificial panel scratch
Poles & Brackets	5 years	Structure & coating; wind load resistance performance	Improper civil works, chemical corrosion, artificial collision
IoT Module & Antenna	3 years	Wireless communication, data transmission stability	Artificial damage, improper installation signal shielding
Accessories (cables/connectors/sensors)	1 year	Cables, connectors, motion/light sensors	Wear-and-tear, artificial damage, improper replacement

ODM Customized Service Support

For customers with customized ODM needs, we provide full-process technical support and installation guidance to ensure the perfect landing of customized projects.

Pre-project: Professional team confirms structural/parameter/appearance customization requirements and provides detailed design drawings
Production: Real-time feedback of production progress and pre-shipment commissioning of customized products
Installation: Provide exclusive installation manuals and on-site technical guidance for customized products
After-sales: Establish a dedicated service team for customized projects to ensure timely problem solving

FAQ

Frequently asked questions about our installation and after-sales service, if you have other questions, please contact our service team directly.

What is covered under your warranty?

Coverage depends on component category. See the Warranty Coverage by Component table on this page for detailed terms and typical exclusions. All original components of RoadSmart are covered by warranty, and non-original replacement parts are not included in the warranty scope.

How fast do you respond to issues?

We strictly follow the Service Level Matrix, with first response time ranging from ≤4 hours (S1 critical fault) to 1–2 business days (S4 low-level consultation). For IoT system-connected projects, we can realize proactive fault early warning and pre-processing.

Can you provide on-site installation guidance for global projects?

Yes. We have a team of senior engineers with rich global project experience, who can be dispatched to provide on-site guidance for foundation checks, lifting and mounting, wiring, aiming, IoT commissioning and final acceptance according to the needs of global projects (120+ countries deployed).

How do I submit a warranty claim?

1. Click Submit a Warranty Claim on our official website
2. Attach purchase order/PI, fault photos/videos and IoT system fault logs (if applicable)
3. Fill in the detailed fault description (product model, installation location, fault phenomenon, etc.)
4. Our team will open a ticket within 24 hours and reply with the next processing steps

Do you keep spare parts in stock for global delivery?

Yes. We maintain a global safety stock of core components (critical controllers, LED modules, LiFePO4 batteries, IoT modules) and common accessories, supporting expedited global delivery to ensure quick replacement of defective parts.

What are typical exclusions from the warranty?

Vandalism, force majeure, improper civil works or wiring, operation outside temperature/voltage specs, unauthorized modifications, use of non-original replacement parts, artificial damage and normal wear-and-tear of consumables.