Performance Hub

The best way to contact the team is via email. 

• For troubleshooting, contact Daksh (Performance Consultant) at daksh@smartcommercialsolar.com.au 
• For system upgrades, including solar systems, battery storage, or EV chargers, contact Dani (Lead Performance Consultant) at dani@smartcommercialsolar.com.au or Andie (Lead Solutions Architect) at andriana@smartcommercialsolar.com.au 
• For general inquiries, contact performance@smartcommercialsolar.com.au. Due to high volume of inquiries, please expect a turnaround time of up to 4 business days. 

Rectification and response timeframes may vary based on the severity of your issue. 

In the case of urgent issues, including system malfunctions and dangers on site, please call your project contact directly for immediate response. 

 For requests related to Solar Analytics, please refer to our Solar Analytics PDF Guides or Performance FAQ for assistance. If the issue persists, contact Daksh (Performance Consultant) at daksh@smartcommercialsolar.com.au and expect a response within 3-4 business days. 

Please refer to the table below for estimated timeframe in order of issue priority. 

Smart Investment Protection: included in PPA’s or part of install for the first year  

Smart Active: purchasable add on product  

Aside from our customer-focused and proactive approach to maintenance, we have developed "The Doctor", a machine learning performance analytics algorithm that monitors your systems 24/7. The Dr. takes in 5-minute data from the site's systems and analyses it for any anomalies. 

As with any electrical equipment, regular maintenance is essential for maintaining the optimal performance of your solar systems. Constant UV exposure and harsh weather conditions can cause some wear and tear over time, leading to a gradual decrease in efficiency, lower energy output and a shorter lifespan of your panels. 

The frequency of solar panel maintenance depends on several factors, including climate, system size, and location. From our experience, we believe cleaning should be approached as a reactive service as most systems ‘self-clean’ with rain. Cleaning is an expensive service so it’s important to time it correctly. Manufacturing or agribusiness clients should consider a routine clean once per annum to avoid any build-up of stubborn particulates, as these will not wash away with rain. Soiling build-up can be detected remotely and should be monitored throughout the first year of operation. If this is a recurring problem for your site, a routine cleaning might be a good investment in your maintenance program.  

Cleaning and debris removal: Dirt, dust, and debris can accumulate on panels over time, preventing them from absorbing sunlight effectively. While this is often washed away by rainfall, solar panels should be checked and cleaned regularly to prevent soiling.  

Panel and system inspections: Regular inspections of panels and systems can help identify potential issues before they become major problems. This includes monitoring performance, assessing the condition of components, checking for damages, and replacing components if necessary.  

Wiring and electrical system checks: Commercial solar systems are supported by an intricate network of wiring, and any loose connections can lead to a decline in performance. Regular visual inspections of fittings and cables are necessary to ensure that they are securely attached and free of damage.  

System upgrades: Upgrading your solar panel system can boost its performance and efficiency. As new technology becomes available, it's worth considering an upgrade to ensure that your system is running at its best.  

While some basic maintenance tasks can be done yourself, hiring a professional service provider may be necessary when dealing with the more challenging tasks that require specialized knowledge and equipment. 

Keeping your solar system operating at its best requires ongoing attention. By staying vigilant for signs of potential problems, you can detect maintenance issues early and avoid costly repairs down the line. For example, if you notice a sudden drop in energy output or hear unusual buzzing or clicking sounds from your solar system, this could indicate a wiring fault, panel damage, or an inverter issue. Even with annual professional inspections, we recommend conducting regular visual inspections to spot the most common system faults.  

While residential panels generally require service every 5 years, larger-scale commercial systems should be inspected each year by a qualified electrician and verified by a qualified engineer. 

In general, the technician will provide a description of the work upon arrival. If no explanation is required, the technician will need access to your solar equipment, such as the roof, switchboard, and inverter.  Service appointments can vary greatly depending on the issue's complexity, with an average of 2-3 hours - rest assured, this usually won’t disturb the site’s power! But if it does, we'll let you know before they start working. 

For information regarding Solar Analytics, please refer to our Solar Analytics PDF Guides and Solar Analytics Troubleshooting Video. 

If your monitoring turns off, it is likely a Solar Analytics issue. Please consult our Solar Analytics PDF Guides or Performance FAQ for assistance. If the issue persists, contact Daksh (Performance Consultant) at daksh@smartcommercialsolar.com.au and expect a response within 3-4 business days. 

In case of faulty monthly reports, contact the Performance team at performance@smartcommercialsolar.com.au for more information. 

Your Smart Solar Analytics subscription will end with your Smart Active contract. Upon expiration, you may choose to: 

• Renew the whole contract, or; 
• Not renew the contract, and instead get direct access to your Solar Analytics site to renew your subscription. 

If your Solar Analytics subscription has expired, please contact Daksh (Performance Consultant) at daksh@smartcommercialsolar.com.au to renew your subscription. 

If you can’t see anything on your Solar Analytics dashboard–don’t panic. It may just be a case of lost communications. We recommend waiting for 24 hours before taking action. If it still does not work after 24 hours, reset your meters by following the Solar Analytics Reset Guide.  

If the issue persists, please call the Performance team for further assistance. 

Due to lost communication, monthly report data may be unavailable. If your monthly report does not show any data, please contact the Performance team at performance@smartcommercialsolar.com.au and we will advise. 

If your energy bill does not match your Solar Analytics data, email your energy bill to the Performance team at performance@smartcommercialsolar.com.au for assistance. For a timelier response, please CC Daksh (Performance Consultant) at daksh@smartcommercialsolar.com.au. 

There are three main types of inspections we may conduct on your site, depending on the condition and intended purpose of inspection.  

Site Inspection:  

Purpose: Assess existing system's condition and determine need for monitoring. 

Duration: 45 minutes to 1 hour. 

Activities:  

• Check distribution boards. 
• Evaluate feasibility of additional meters installation. 
• Estimate required materials. 
• Assess presence of existing monitoring solutions on-site. 

Smart Active O&M Inspection:  

Purpose: Comprehensive assessment of system functionality and performance. 

Duration: Approximately 2 hours (varies with system size). 

Activities:  

• In-depth examination of inverters. 
• Verification of functionality and compliance with labelling. 
• Identification of errors or faults. 
• Quick rooftop check for panel condition (e.g., broken or dirty panels). 
• Analysis to identify potential fixes and safety concerns, including loose connections. 

In-depth Electrical Audit:  

Purpose: Thorough examination of electrical components and system performance. 

Duration: 4 to 6 hours (dependent on-site size). 

Activities:  

• Comprehensive assessment of DC and AC sides. 
• Examination of all electrical connections, panels, earthing, and isolators. 
• In-depth analysis of inverters' performance and rating. 
• Thermal screening for potential issues. 
• Customizable for special requests addressing specific concerns. 

Ideal for generating reports for insurance, addressing underperformance, or safety audits. 

There are several signs that indicate your solar system is not operating as it should. For example, if your solar panels are not producing as much electricity as they used to, or if your electricity bills are higher than usual — it could be time for a checkup. 

Depending on the severity of smoke on your switchboard, you may need to call your local fire department for assistance. Please also immediately call your key contact from Smart Commercial Solar and keep us informed of the issue.