Support Overview

TREASURE’s responsibility does not end when the equipment is shipped.

We support deployed BESS and EV charging systems through remote diagnostics, firmware maintenance, spare-parts planning and troubleshooting coordination throughout the project lifecycle.

Our support covers:

Remote monitoring and diagnostics
On-site troubleshooting and repair coordination
Spare parts and replacement planning
Firmware and software updates
Operation and maintenance guidance

Remote Monitoring & Diagnostics

With our EMS and cloud platform, For systems configured with remote connectivity and customer authorization, TREASURE can monitor key operating parameters and status data remotely.

Typical remote support functions include:

Real-time monitoring of battery, PCS and charger status
Alarm and event logging for performance tracking
Remote diagnostics to identify probable causes of issues
Support for optimizing operating strategies based on data trends

This remote capability helps shorten troubleshooting time and reduce on-site service frequency.

Warranty & Spare Parts Service

TREASURE provides a clear warranty policy for our major product families.

Warranty terms are defined according to product family and project scope, with repair or replacement support under agreed conditions.

To support long-term operation, we also offer:

Recommended spare parts lists for each project
Stock planning service for key components
Fast supply of critical modules such as control boards, contactors and operator panels

For mission-critical or remote projects, we recommend pre-positioning essential spare parts to reduce downtime risk.

Software & Firmware Updates

As a technology-driven manufacturer, TREASURE continues to improve BMS, EMS and charger firmware.

For deployed systems, we can:

Provide tested firmware updates to improve stability, safety or functions
Support remote or on-site upgrade depending on system design
Offer release notes and guidance for each update to help your team understand changes

Keeping systems updated helps maintain compatibility, enhance performance and extend lifecycle.

Support Process & Response

Issue Reporting

Customer sends issue description, photos/logs and system ID via email, phone or portal.
Initial Remote Analysis

Our support engineers analyze data, provide first-step guidance and decide whether on-site service is needed.
Solution Proposal

Provide action plan, including parameter adjustment, part replacement or on-site visit arrangement.
Implementation & Follow-up

Implement solution, monitor system after recovery and summarize key findings for future prevention.