Before you start
Confirm commissioning is complete
All platform commissioning checklist items ticked, energy-flow and black-start tests passed, settings snapshot photographed.
Print and carry the paperwork
The DO/DON’T card (Warranty-Safe Usage) and the signed Handover Form travel to site with you — not printed after the fact.
The script, in plain words
Work through these six sections in order, in front of the live display. Adapt the emphasis to the mode configured for this site.1. What it does all day
1. What it does all day
Say it like this: “Solar powers your home first. Extra solar charges the battery. Only after that does anything touch the grid. At night the battery takes over — and the grid is the backstop.”Then say what this house is set to do: self-use, backup-reserve, or time-of-use windows. Customers remember their own site’s story; they do not remember abstract diagrams.
2. What happens in a power cut
2. What happens in a power cut
Point physically at the essential distribution board: “These circuits — lights, fans, router, TV — keep running from the battery. The rest of the house waits for the grid. Big appliances stay off backup: that is what keeps the lights on longest.”Full expectations are on the Backup Can & Can’t page. Do not promise specific hours or millisecond figures unless you have validated numbers for this platform and model.
3. What the screen tells you
3. What the screen tells you
Walk the live display for two minutes: where power is flowing right now, the battery percentage, and what an alarm looks like. Two minutes here saves ten phone calls. The full tour script is at Display Walkthrough.
4. What to do — and never do
4. What to do — and never do
“Glance at the battery percentage now and then. If a message with a code appears, photograph it and call Kent — don’t switch things off and on repeatedly.”Leave the DO/DON’T card physically in the customer’s hand and walk through it. Full usage habits are at Warranty-Safe Usage.
5. Emergency stop
5. Emergency stop
Show this physically — do not just describe it.“If you ever see smoke, smell burning, or water is getting into the unit — switch OFF these two labelled switches if they are safe to reach, keep everyone away, and call Kent service. Never touch cables or open anything.”Point to the labelled battery breaker and the AC isolator. Confirm with the customer that they know which switches those are.
6. Who to call
6. Who to call
One number: Kent service. Put it on the DO/DON’T card, in their phone contacts right now, and on the DB door label. Do not leave them with a personal installer number as the primary contact — Kent service is the channel.
Close it properly
Invite and answer questions
Ask directly: “Any questions about what we’ve just covered?” Answer before signing anything.
Sign the handover form together
Both installer and customer sign the Handover Form in front of each other — walkthrough given, card left, contact saved. Photograph the signed form into the job record.
Common mistakes
Explaining at the laptop
Nothing sticks if the customer can’t see the live display while you talk. Always do the walkthrough at the unit.
Skipping the emergency stop
“It never happens” is not a reason. The emergency stop is the one demo that matters most if it ever does happen.
Promising what the settings don't implement
Only say what this configuration does. A system set to self-use does not behave like a backup-reserve system.
Leaving no written trace
The signed handover form and the DO/DON’T card are the only record this conversation happened. Without them, every future dispute starts from scratch.
When to escalate
Escalate to Kent New Energy service only — through your registered Kent partner channel or the Kent service desk details on your work order. Do not contact any third-party or component-manufacturer support line for a Kent-branded system: tickets outside the Kent channel are not tracked, not covered, and can void warranty handling.