How We Handle Post-Install Issues

A documented process — not a general inbox that goes nowhere. Here is exactly who to contact, what to expect, and when to escalate.

The Resolution Process — Step by Step

1
1
Contact Support Directly
Day 0
Email our dedicated support team at info@solar-x.ca with your installation address and a description of the issue. Do not use the general contact form — email goes directly to the post-install support queue.
2
2
Acknowledgement
Within 2 business days
You will receive an acknowledgement within 2 business days confirming your issue has been received and assigned to a technician.
3
3
Remote Diagnosis
Within 5 business days
Our team reviews your monitoring data remotely to identify whether the issue is software, communications, or hardware-related. Many issues are resolved at this stage without a site visit.
4
4
Site Visit (if required)
Within 10 business days
If remote diagnosis cannot resolve the issue, we schedule a site visit. You will receive a confirmed appointment window within 10 business days of your initial report.
5
5
Resolution & Documentation
Within 5 business days of site visit
After resolution, you receive a written summary of what was found, what was done, and whether any warranty claim was filed with the equipment manufacturer on your behalf.

If: No acknowledgement after 3 business days

Then: Reply to your original email with 'ESCALATION REQUEST' in the subject line. This flags it in our system.

If: No site visit scheduled after 15 business days

Then: Email info@solar-x.ca directly referencing your original ticket number and requesting escalation to a senior technician.

If: Issue unresolved after site visit

Then: If you believe the issue falls under your production guarantee, see our guarantee page for claim instructions.

Email (preferred)

Use for all post-install issues. Include your address and a description.

Phone

For urgent issues requiring same-day response.

If your issue relates to production shortfall against your projected output, see our production guarantee page for claim instructions.

See what real Ontario homeowners say about working with Solar X — before and after installation.