eCare
With eCare, our customer support program, Elum experts are by your side to ensure smooth, reliable performance throughout your power plant lifetime.
Expert Support, Available When You Need it
eCare Support Plans
Our tailored support plans give you the right mix of tools and expertise to ensure smooth start and reliable long-term operation. You can select the plan that best matches your project’s needs.
Remote and On-Site Services
In addition, we provide both remote assistance and on-site services. Whether you need fast troubleshooting or commissioning field support, our experts are here to ensure your system runs seamlessly.
Striving for the Best Satisfaction
We support the installation of more renewables around the world in maximizing solar penetration while ensuring grid stability.
Covered
Full time-zone coverage for a 24/24 assistance on business days.
6+
Languages Natively Spoken in 50 Countries
Our customer success team speak English, French, Arabic, Spanish, Portuguese, Urdu.
6.2/7
CES
Score
Our clients noted us 6.2 out of 7 on the Customer Effort Score, measuring the effort made for issue resolution.
Find the eCare Support Plan That Fits You Best
✓ Includes:
- Customer support – 4 hours
- Production outage report response time – 72 hours
- eConf access – Local access
- Elum Academy – Free access
✗ Not included:
- Hotline assistance
- Dedicated account manager
- Online corrective maintenance
- Additional custom driver update
- New device integration support
- ePowerMonitor
- Expert training
✓ Includes:
- Customer support – 16 hours
- Hotline assistance
- Dedicated account manager
- Production outage report response time – 6 hours
- Online corrective maintenance
- Additional custom driver update
- ePowerMonitor – Lite version
- eConf access – Remote access
- Expert training – 2 hours
- Elum Academy – Up to 2 certificates
✗ Not included:
- New device integration support
✓ Includes:
- Customer support – 48 hours
- Hotline assistance
- Dedicated account manager
- Production outage report response time – 6 hours
- Online corrective maintenance
- Additional custom driver update
- New device integration support
- ePowerMonitor – Pro version
- eConf access – Remote access
- Expert training – Up to 8 hours
- Elum Academy – Up to 4 certificates
Access Reliable, Flexible Customer Support for Seamless Solar Operations
Our global team of experienced professionals provide advanced support to ensure your power plants operate smoothly and reliably from commissioning to whole-lifecycle performance excellence.
Our technicians work alongside you, providing detailed tutorials, advanced training, and comprehensive system knowledge to ensure smooth and reliable operations throughout the system’s lifetime.
8-hour remote support pack
Access dedicated client support with our 8-hour service packs, designed to help you during commissioning or to resolve issues quickly and efficiently.
Remote or on-site FAT/SAT assistance
Our team provides remote or on-site assistance to check system configurations, communication protocols, and performance benchmarks, keeping your solution running smoothly.
On-site troubleshooting
Quick, reliable on-site troubleshooting to tackle challenges head-on and keep your projects on track.
Service Level Agreement
Our SLA is designed to support the optimal performance of your solar power plant, combining corrective maintenance backed by a dedicated hotline with preventive maintenance to monitor system health and identify potential issues early. For enhanced coverage, we also offer an optional uptime add-on.
