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OUVRIR UN TICKET
CONTACT TECHNICAL SUPPORT
If your IMEON is subject to a malfunction or displays an error code,
open a ticket.
For an efficient processing of your request, please send us as many elements as possible (detailed description, attachments).
Requests will be processed as soon as possible.
Open a service ticket
Ask a technical question
Address Line 2
State / Province / Region
ZIP / Postal Code
Antigua and Barbuda
Bosnia and Herzegovina
Central African Republic
Congo, Democratic Republic of the
Congo, Republic of the
Northern Mariana Islands
Palestine, State of
Papua New Guinea
Saint Kitts and Nevis
Saint Vincent and the Grenadines
Sao Tome and Principe
Trinidad and Tobago
United Arab Emirates
Virgin Islands, British
Virgin Islands, U.S.
IMEON 5K HV
Serial number (3.6/9.12)
Serial number (5K HV)
Timeline date (.xlsx .pdf extensions accepted)
Number of string
Number of batteries
Scan errors (.imeon extension accepted)
Drop files here or
Accepted file types: imeon, xls, .
Installation pictures (.png .jpg .jpeg .zip .rar extensions accepted)
Accepted file types: png, jpg, jpeg, zip, rar.
IMEON ENERGY SAS guarantees products sold against any manufacturing defects or material preventing said products and/or goods from working according to the specifications of the command and for usual usefor which these products are intended.
The guarantee shall be valid for:
• 5 years or 60 months for IMEON 3.6, 9.12 and 5K,
• 2 years or 24 months for all the accessories and for IMEON 3.0 (model sold until March 2014).
The guarantee period of IMEON products starts from the date in which the product is first operational, which must be within 12 months (6 months for 5K models) from the date of invoicing by IMEON ENERGY SAS.
This guarantee does not apply to components and consumable elements, nor to thedefects resulting ofthenon-compliance by the buyer with the conditions of use and maintenance mentioned in thespecifications and the documentation of IMEON products and, more generally, according to the standard rules of use of said products.Improper configurationmay result in irreversible damage to the equipment, electrical hazards and / or fires that may cause personal injury. Before making any changes, make sure that you comply with the regulations in force in your country. Only IMEON ENERGY’s software must be used to configure the IMEON products. Any other software is not compatible and may affect the operation of IMEON products.
The guarantee does not give rise to these following defects, and any responsibility is excluded:
(1)In case of couplingof saidproducts / goods with an equipment not foreseen intechnical specifications of IMEON ENERGY SAS,
(2)In case of repairs or modifications of said products / goods realized by any personwithout prior written approval provided by IMEON ENERGY SAS,
(3) In case of any accident,
(4)The normal wear and tear,
(5) In case of inappropriate installation, maintenance, transport or storage.
(6)An inadequate energy,
(7)In case of misuse,
(8)In case of an influenceof a foreign substance, climate event and/or natural disaster (lightning strike, surge, damage of water, etc.).
The services provided under the guarantee will not be honored if the serial number or the type number of the product has been altered, moved, removed, falsified or madeunreadable.
At the reception of the warranty claim IMEON ENERGY SASwill realize an expertise ofthe equipmentin question.This expertise will determine whether the product can be taken under warranty or not, according to the various defined exclusions.
The guarantee accepted by IMEON ENERGY SASis limited to the replacement or the repair by IMEON ENERGY SASof all or a part of said defective products and tothe delivery of said repaired or replaced products according to the initial delivery terms provided that :
(1)The defect has been highlighted to technical support of IMEON ENERGY SAS by the opening of a service ticket on manufacturer’s website at the latest thirty (30) days after theoccurrenceof the defect,
(2)Said defective products had been indeed recognized as defective products by IMEON ENERGY SAS.
In case where the products returned under guarantee presents no defect, all the costs of expertise shall be borne by the buyer.
IMEON ENERGY SAScannot be held in any way liable in the event of installation of equipment having no production of electricity or a weaker production of electricity than oneestimated by any study.
The professional developers are not entitled to the compensation of the loss of income.
INSTALLATION – AFTER-SALES SERVICE
The buyer has to install products according to the installation manuals of IMEON ENERGY SAS transmitted with every orderand by following the instructions supplied to the buyer by IMEON ENERGY SAS. Only those documentsareadapted to the delivered products and bound with the orderaccepted by the buyer. No other documents can be used as a substitute.
The installations made by uncertified staff, installed in non-compliance with the official installation manuals and the instructions of IMEON ENERGY SAS, or otherwise badly installed, will immediately cancel the guarantee of products supplied by IMEON ENERGY SAS.
FREE-OF-CHARGE GUARANTEE SERVICES:
The free of charge guarantee service refers to the labour and material costs bound to the restoration of functioning of said products inthe premises of IMEON ENERGY SAS.
Travelling and subsequent expenses of IMEON ENERGY SAS staffin conformance with the technical expertise, on-the-spot repairs, the moving or the reinstallation, or those made by other persons shall be borne by the applicant, unlessotherwise provided by a written agreement.
PROCEDURE OF PRODUCT RETURN TO IMEON ENERGY SAS
Transport costs of the product shall be borne by IMEON ENERGY SAS only in the case when both following conditions are met:
• The product is taken under warrantee by IMEON ENERGY SAS (any overheads are to be borne by the applicant). • The product is to be transported within the territories of European Union (excluding islands).
IMEON ENERGY SAS will return the defective products to the factory on its charge, and will invoice the applicant in case products are not taken under warrantee.Outside this area, transportation cost of returned material to IMEON ENERGY SAS will be borne by the applicant.
Note: Our transporters do not pick up material at the end-users.
It is your responsibility that the product is properly packed in its original packaging. Damage caused during transportation will not be in any way taken into charge by IMEON ENERGY SAS. Bad packaging may result in destruction of the equipment. If the productis not returned in the original packaging (carton box and protective foam) IMEON ENERGY SAS reserves the right to invoice repackaging costs.
The IMEON ENERGY SAS after-sales service department:
IMEON ENERGY SAS
After Sales Service Department
10 Rue Amiral Romain Desfossés
29200 Brest - FRANCE
Checks before any repair request:
It is important to verify the real presence of a fault prior to attempting this procedure.
External factors might be the cause of the malfunction (diameter of cables, protection, settings, batteries, etc). IMEON ENERGY SAS reserves the right to charge expert fees and logistics expenses inherent to an undue or unjustified return even during the guarantee period. Any attempt by a third party including opening an IMEON, nullifies the warranty or justifies a denial of repair.
The transport, expertise and repair shall be borne by the applicant.
If the equipment must be replaced or necessitates repairs costing less than 150€ excl. VAT, the changes will be made without consultation and an invoice will be sent including the cost of transport.
If the equipment must be replaced or necessitates repairs the cost more than 150€ excl. VAT, IMEON ENERGY SAS will inform the applicant of the charges.
Your submission ofan after-sales service request entails full acceptation of the current conditions, especially the incurred charges as indicated.
It is your responsibility that the product is properly packed in its original packaging. Damage caused during transportation will not be in any way taken into charge by IMEON ENERGY SAS. Bad packaging may result in destruction of the equipment.
Guarantee Conditions Annex AU
COMPENSATION AND CALL OUT FEES(1)
In the event of an established equipment failure under the terms of warranty, an Installer is eligible to a one time compensation fee of 120€ borne by IMEON ENERGY SAS. Exclusions defined in The Guarantee Conditions(2) document apply.
The compensation fee cannot be applied to any case where the fault can be resolved by means of software update or remote connection to the device.
(1) Applicable in Australia only.
(2) Refer to the latest edition of Guarantee Conditions document.
Terms of Service
The present Conditions are of contractually binding. By acknowledging that you have read the contract or by accessing and using the Services, you agree to the Conditions on your behalf or on behalf of the entity you represent in connection with the use of the Services. You declare and warrant that you have the right, legal authority, and ability to accept these terms on your behalf or on behalf of the entity you represent. You certify that you have reached the legal age required in your jurisdiction or place of residence to access and use the services, and to be bound by this contract. If you do not agree to any of the terms contained in these terms, you must deactivate your account and stop accessing or using the services.
You agree that the software for services and for the products connected to the services are updated automatically. If you do not agree, you must deactivate your account and stop accessing or using the services.
What type of information do we collect?
Depending on the services you use, we collect different types of information about you or from you.
We collect data and other types of information recorded by our products when our systems and services are in use, starting from the moment when an account is created in the name of a legal or natural person (by you or others). We also collect information about how our services are used.
We collect information from IMEON ENERGY products, as well as any material that is electrically or digitally connected to IMEON ENERGY products. Here are some examples of information that we could collect: data such as the ID of IMEON ENERGY products, consumption, production, usage patterns, ID of connected objects, data collected by connected objects.
We collect information about the users and groups you are in contact with: distributors, installers, end-users of our products, and how you interact with them. We also collect the contact information you enter or import.
We collect information about the computers, phones, and other devices on which you install or use our services, depending on the permissions you have granted. We can gather the information we collect from your devices to optimize our services to make them consistent across all your devices. Here are some examples of device information that we could collect: data such as type of operating system, device settings, signal strength, device location data, duration of the connection, type of browser you are using, language, and the time zone in which you are located.
We receive information about the behavior and use of our services on your system, from both within and outside of IMEON ENERGY, coming from our third-party partners, such as information from partners with whom we have collaborated to provide a service.
How do we use the information we collect?
We aspire to create an attractive and personalized user experience. We take advantage of all the information at our disposal to provide our services and maintain their quality.
We are able to offer you our services, customize our content and make suggestions based on the information we obtained in order to determine how you use and interact with our services, users and activities you are connected with or interested in, within as well as outside of our services.
We also use the information at our disposal to offer you various shortcuts and suggestions.
When we have location information, we use it to tailor our services for you and other users, for example, by helping you optimize your consumption based on atmospheric conditions.
We undertake investigations and studies, test functionalities in the development phase and analyze the available information in order to evaluate and improve our products and services, to develop new products and new features, and to drive verification and troubleshooting activities.
We use your information to send you commercial messages, to inform you about our services, general terms, conditions and guidelines. We also use your information to respond to you when you contact us.
We use the information at our disposal to perform verification of accounts and activity of users, as well as to ensure the best security within and outside of our services. We strive to protect your account be means of our engineering teams, automated systems and sophisticated technologies, such as encryption.
Website Usage Data: Like many sites, our third-party partners and ourselves analyze log files and other data from cookies, web beacons, and other tracking technologies to collect information about your behavior on our Site, including, for example, browser types, domains, pages visited, IP address, ingress and egress pages, your interactions with the Web pages of our Site and links to other sites, traffic and usage patterns of the service, etc. We use session cookies to keep you logged in when you use the features of our Site. These are erased when you close your browser. We also use persistent cookies, which are stored in your browser and allow us to recognize you when you return to the Site. These persistent cookies allow us to remember your information, so you do not have to re-enter them, to better understand how you use our website and our products and services, to diagnose and resolve technical issues, and to improve our sites, products and services in all other respects. Some of our emails may contain a "redirect URL" pointing to the content on the Site. We analyze this redirect data to measure the effectiveness of our communication with customers. We also rely on third-party analytics tools (including, but not limited to, Google Analytics) to analyze and improve our services. Most web browsers automatically accept cookies, but you can change the settings so that your browser no longer accepts cookies or asks for confirmation before allowing cookies to be used on sites you visit. If you block cookies, parts of our Site may not work properly for you. Depending on the type of device or browser you are using, you may not be able to remove or disable all tracking mechanisms.
Your choice of the "Do not track" option that may be provided by your browser may not affect our collection of cookie information for analytical and internal purposes. The only way to completely refuse the collection of any information by means of cookies or other tracking technologies is to actively manage the settings of your browser or mobile device to erase and deactivate cookies and other tracking / logging tools. (To learn more about cookies, deleting gif / web beacons and other related technologies, you can visit allaboutcookies.org).
How are these information shared?
Users rely on our Services to communicate with other users. We can make this possible by sharing the information as follows:
When you use our Services, you have the opportunity to choose the audience allowed to see what you share. In some cases, users with whom you engage and share have the ability to download or share your content with other users, both inside and outside our Services. Some users use our Services to share content about you with other users of their choice. We share information about you with any companies belonging to IMEON ENERGY.
If the ownership rights or control of some or all of our Services or their components change, we may disclose your information to the new owner.
We collaborate with service providers who help us deliver and improve our Services. Here are the types of service providers with whom we can share information about you:
- Measurement and analysis service providers: we do not share personally identifiable information (personally identifiable information is information such as: your name or email address, which may be used to contact you or identify you) with our service providers, unless we obtain your permission.
-Suppliers and other partners: we share information with suppliers and other partners who collaborate with us around the world, for example by providing technical infrastructure services, analyzing the use of our Services, evaluating the effectiveness of our services, providing a customer support service, facilitating various payment processes or by conducting various surveys and studies.
How can I manage or delete information about me?
We keep the data as long as it’s necessary to provide our products and services. The information associated with your account will be stored until it is deleted unless we no longer need your data to provide our products and services.
You can delete your account at any time. When you delete your account, we delete the content. Keep in mind that information about you that has been shared is not part of your account and will not be erased when you delete your account.
How do we respond to legal requests and to avoid any risk of damage?
We may access, hold and share your personal information in response to a legal request (search warrant, court order or otherwise) if we believe in good faith that the law requires us to do so.
How will we notify you of changes to this policy?
We will notify you of any substantial changes to this policy when you log in following the update of these terms and give you the opportunity to consult the new policy before continuing to use our Services.
What are the limits of warranty and liability?
The services and the content are made available free of charge and therefore without any guarantee concerning their availability and their accuracy.
The User knows and assumes in full knowledge of the characteristics of the Internet and its use, in particular the limitations related to technical performance, response times and risks related to the security of data transmission. In particular, the user knows and assumes in full knowledge the possible existence of a data latency between two separate services.
Therefore, IMEON ENERGY does not warrant that the services and content will be free from defects, errors, or bugs, or that they will function without failure or interruption. In this respect, IMEON ENERGY may freely determine any period of unavailability of services and content for technical reasons, to improve the services offered or to optimize their use or for other reasons IMEON ENERGY considers necessary.
As such IMEON ENERGY cannot assume the connection costs, and in general, all the communication costs induced by the access and the use of the Sites and the Content.
How to address your questions to IMEON ENERGY?
If you have any questions about this policy, you can contact by email at contact (at) imeon-energy.com or by mail at:
10 rue Amiral Romain Desfossés
I have read and I agree with the guarantee conditions, the guarantee conditions annex AU and terms of service
I declare that I am a professional and have the necessary knowledge in the installation of inverters and in the distribution of electricity.
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