1 Purpose and scope

This Support Policy sets out how Reduxi provides technical support for the Reduxi system: Reduxi devices (Controller, Gateway, Converters and other Reduxi hardware), Reduxi Cloud, and the Reduxi web and mobile applications. It states which support is free, when live-agent support is charged, and when live-agent support is free because of a Reduxi Fault or a warranty claim.

This Support Policy forms part of the Reduxi System: Terms and Conditions of Use. "Reduxi" means Reduxi Adria d.o.o. or the Reduxi group company that provides the service to the User. Terms not defined here have the meaning given in the Reduxi System: Terms and Conditions of Use.

2 Free support

The following support is free of charge for every User:

• the Reduxi knowledge base at support.reduxi.eu, including installation guides, user manuals and the supported devices list;
• the Reduxi AI chatbot;
• the Reduxi AI support desk;
• the Reduxi AI phone line.

These channels are available 24 hours a day and answer most questions on installation, configuration, use and troubleshooting.

3 Live-agent support

3.1 What live-agent support is

Live-agent support is support provided by a Reduxi support employee by e-mail, by phone or through remote access to the Reduxi device and Reduxi Cloud. On-site visits are not part of live-agent support and are offered separately.

3.2 Users with an SLA

Users who have their own Reduxi Service Level Agreement (SLA) receive live-agent support under that SLA. To use it, the User states the SLA number and the name of the company that holds the SLA. Reduxi verifies the SLA before the case continues. Time spent counts against the support hours included in the SLA, and hours above that are charged under the SLA.

3.3 Users without an SLA

For Users without an SLA, live-agent support is charged at EUR 75 per hour (EUR 85 per hour from 1 January 2027), excluding VAT. VAT is charged at the applicable rate.

Live-agent support starts only after the User has confirmed in writing that the User accepts the hourly rate. Reduxi asks for this confirmation by e-mail when the User requests a live agent.

3.4 Users of Reduxi partner brands

Where the User bought the Reduxi system from a Reduxi partner company (OEM, distributor, installer or integrator), the User contacts that partner company for support. Where the partner company has an SLA with Reduxi, the partner company contacts Reduxi under that SLA. Reduxi provides live-agent support under a partner company's SLA to the partner company, not to its end customers.

4 When live-agent support is free outside SLA

Live-agent support is free of charge for the whole case, including diagnosis, if the case is caused by:

1. a Reduxi Fault (Article 5); or
2. a defect covered by the Reduxi Warranty within the warranty period (a valid warranty claim).

If the case is neither a Reduxi Fault nor a valid warranty claim, the whole case is charged under Article 3, including diagnosis. This also applies where a warranty claim turns out to be unjustified, in line with the Reduxi Warranty.

If a case has more than one cause, and only part of it is a Reduxi Fault or a valid warranty claim, the case is partially charged. The working time spent on the Reduxi Fault or the valid warranty claim is free. The working time spent on all other causes is charged under Article 3.

5 Reduxi Fault

5.1 Definition

A Reduxi Fault is a malfunction caused by:

1. a defect in material or workmanship of a Reduxi device that is covered by the Reduxi Warranty; or
2. an error in Reduxi software (Reduxi device firmware, Reduxi Cloud, Reduxi web and mobile applications), meaning that the software does not work according to its published specifications and documentation,

provided that the Reduxi device and software were installed, configured and used in line with Reduxi documentation, and the Reduxi device ran the latest software version made available by Reduxi.

5.2 What is not a Reduxi Fault

The following are not a Reduxi Fault:

• third-party devices that do not respond to Reduxi control commands, respond to them incorrectly, or supply no data, incorrect data or erroneous data to the Reduxi system;
• malfunctions, errors, firmware changes or interface changes of third-party devices and services, including inverters, batteries, meters, chargers, heat pumps, routers, SIM cards and mobile networks, and tariff, price and weather data services;
• devices or device firmware versions that are not on the supported devices list at support.reduxi.eu;
• installation, wiring and commissioning errors;
• settings, limits, price lists, strategies or operating modes entered by the User, an installer or a partner company;
• internet, local network, power supply or grid conditions;
• questions on how to use the Reduxi system, training, feature requests and requests to change settings;
• optimisation results and control decisions that are within the published specifications of the Reduxi service;
• any cause excluded under the Reduxi Warranty.

5.3 How Reduxi decides

Reduxi decides whether a case is a Reduxi Fault or a valid warranty claim, in whole or in part, based on device logs, Reduxi Cloud data and diagnostics. In a partially charged case, Reduxi also decides which working time is free and which is charged. Reduxi informs the User of the result and the reason in writing when the case is closed.

The User may object to the result in writing, with reasons, within 8 days of receiving it. Reduxi reviews the objection and replies in writing.

5.4 No acknowledgement of liability

Free support for a Reduxi Fault or a valid warranty claim is not an acknowledgement of liability for any damage. Liability is governed exclusively by the Reduxi System: Terms and Conditions of Use, the EULA and the Reduxi Warranty.

6 Charging and invoicing

1. Reduxi records the working time spent on the case, including diagnosis, log analysis, remote sessions, calls and written replies.
2. Time is charged in started 30-minute units.
3. If Reduxi expects a case to take more than 2 hours, Reduxi informs the User of the expected time before continuing.
4. When the case is closed, Reduxi informs the User of the time spent and whether the case is free, partially charged or charged.
5. Reduxi invoices charged cases after the case is closed. Payment terms are stated on the invoice.

7 Remote access

To diagnose and resolve a case, Reduxi may need remote access to the User's Reduxi device and Reduxi Cloud account. By requesting live-agent support, the User allows this access for the duration of the case. Reduxi limits access to what the case requires.

8 Consumer rights

This Support Policy does not limit any right that a consumer has under mandatory law, including rights arising from the seller's liability for non-conformity of goods and digital content.

9 Changes

Reduxi may change this Support Policy, including the hourly rate. Changes are published at support.reduxi.eu at least 30 days before they apply. Cases opened before a change are handled under the version in force when the case was opened.