For Homes
Back
Back
Solar Guidebook
Learnings and Inspiration
Back
About Newport Solar
Back
System Maintenance & Service
Support Hours
-
Monday - Friday
-
8am - 5pm
-
-
Saturday and Sunday
-
Closed
-
We do not offer after hours or weekend emergency service. Utility outages and grid related interruptions must be addressed through your electric utility provider.
Warranty and Billing
Workmanship warranty applies for original Newport Solar installations within the warranty period. Equipment warranties are provided by the manufacturer. Out of warranty service is billed at our standard service rate. No work is ever performed without homeowner approval.
What Newport Solar Supports After Installation
We provide service and support for solar systems we install, including warranty repairs and billable service as needed. Availability may vary based on warranty status, system age, and issue type.
Newport Solar provides maintenance and service only for systems installed by our team and does not service systems installed by other providers.
Let me know if anything needs clarification before you start.
Kind Regards,
Tesla
Support After Installation
Support needs vary based on the type of issue. The guide below helps explain what to expect in different situations.
Newport Solar provides maintenance and service exclusively for systems installed by our team. Coverage and service options depend on warranty status, system age, and the nature of the issue.
Support After Installation
Support needs vary based on the type of issue. The guide below helps explain what to expect in different situations.
Newport Solar provides maintenance and service exclusively for systems installed by our team. Coverage and service options depend on warranty status, system age, and the nature of the issue.
Support After Installation
Solar systems occasionally need troubleshooting, maintenance, or equipment service. Support may include system troubleshooting and diagnostics, solar panel and equipment repair or replacement, roof or mounting concerns related to the solar installation, warranty-related service, and out-of-warranty repairs.
Newport Solar continues to support the systems we install with both warranty repairs and billable service when needed. Coverage and service options depend on your system, warranty status, system age, equipment, and the nature of the issue.
These items relate to homeowner network access, monitoring platforms, or account management. They are not part of system performance, installation, or equipment service.
-
Monitoring appears offline while the system is still producing power
-
Gateway reconnect or WiFi setup
-
Monitoring account login or ownership transfer
-
Production readings look different than expected
Common At Home Fixes
Try This First. It May Save You Time and Money
Before submitting a maintenance request, please try the following:
Reset or power cycle your system
Check your monitoring app for alerts or error messages
Verify power status with your utility, especially after weather or a storm
Visit our Service Guides for equipment-specific troubleshooting steps
If the issue remains after completing these steps, you may submit a maintenance request below.
How Our Service Process Works
Here's how requests are handled to ensure fast, safe, and effective support.
Step 1
Diagnose
Our team will review the issue remotely and may guide you through additional troubleshooting steps.
Step 2
Prioritize
We review requests based on the nature and urgency of the issue. Safety concerns and significant system outages are prioritized over general performance or monitoring questions.
Step 3
Schedule
If an on-site visit is needed, our team will coordinate a service appointment based on technician availability and any replacement parts or equipment that may be required.
Common At Home Fixes
These items are typically related to monitoring, connectivity, or account access and are the homeowner’s responsibility. They usually do not require a service visit and can often be resolved quickly.
Monitoring offline while the system still produces power
Gateway reconnect or WiFi setup
Monitoring account login or ownership transfer
Production readings appear different than expected
Try This First. It May Save You Time and Money
Before submitting a maintenance request, please try the following:
Reset or power cycle your system
Check your monitoring app for alerts or error messages
Verify power status with your utility, especially after weather or a storm
Visit our Service Guides for inverter specific troubleshooting steps
If the issue remains after completing these steps, you may submit a maintenance request below.
Maintenance & Repair Triage
1
Tier I
Emergency Service
ISSUES
Roof leaks around or under solar mounts
Exposed or damaged wiring (chewed, loose, or sparking)
Burning smell, or signs of overheating battery
Loose panels at risk of coming off
Complete system shutdown or zero production with gateway offline.
RESPONSE
We will triage during business hours and schedule as quickly as possible. If your system is out of warranty, emergency service may still incur a service charge. All work is quoted and approved before dispatch.
2
Tier II
Performance & Repair Scheduling
Not an emergency, but needs attention
ISSUES
Low or inconsistent production
Microinverter or optimizer not reporting
Battery or inverter warning alerts
Critter guard installation or repair
Hardware replacement needed (inverter, panel, battery component)
Wear and tear items such as loose clips, fading or missing labels, cracked conduit or wire covers, minor panel cosmetic issues
RESPONSE
Scheduled based on availability and part needs. Out of warranty service is billed. Pricing is always approved before scheduling.
3
Tier III
Self Maintenance
Maintenance & Guidance
ISSUES
Monitoring offline while system still produces power
Gateway reconnect or WiFi setup
Monitoring account login or ownership transfer
Production readings appear different than expected
RESPONSE
Most Tier 3 issues can be resolved using our Service Guides. Trying a reset first may save time and cost.
Try This First. It May Save You Time and Money
Before submitting a maintenance request:
-
Reset or power cycle your system
-
Check your monitoring app for alerts
-
Verify power status with your utility if there is weather or a storm
-
Visit our Service Guides for inverter specific steps
If the issue remains, you can submit a maintenance request below
Support Hours
-
Monday -Friday
-
8am - 5pm
-
Closed Saturday and Sunday
We do not offer after hours or weekend emergency service. Utility outages and grid related interruptions must be addressed through your electric utility provider.
Warranty and Billing
Workmanship warranty applies for original Newport Solar installations within the warranty period. Equipment warranties are provided by the manufacturer. Out of warranty service is billed at our standard service rate. No work is ever performed without homeowner approval.
System Eligibility
We currently only maintain systems installed by Newport Solar.
Our team follows a specific standard of design, craftsmanship and component quality that we stand behind long term. When a system is installed by another provider, we cannot verify installation conditions inside the roofline or the equipment history. To protect homeowners and ensure every system we service is safe, reliable and built to last, we only provide maintenance for systems installed by our team.
We review this policy annually as the industry evolves. Thank you for understanding.
Tier 1:
High Priority
Response
We triage requests during business hours and schedule service as quickly as possible. Service charges may apply for work outside the applicable warranty, and all billable work is approved in advance. For immediate fire, electrical, or life-safety emergencies, contact the appropriate emergency service.
Emergency Service
-
Roof leaks around or underneath solar mounting points
-
Exposed, loose, damaged, or sparking wiring
-
Burning smells or signs of battery overheating
-
Loose solar panels or mounting hardware that may create a safety risk
Not an emergency, but needs attention
-
Complete system shutdown or zero production
-
System producing less than 50% of expected output
Response
Service is scheduled based on technician availability and any equipment or replacement parts required.
Out-of-warranty service is billable. Pricing is approved before billable work is scheduled or performed.
Maintenance & Guidance
-
Low or inconsistent production
-
Microinverter or optimizer not reporting
-
Enphase Envoy showing solid red lights
-
Critter guard installation or repair
-
Hardware replacement needed
-
Visible cosmetic issues
Tier 3:
Routine
Response
Service is scheduled based on technician availability and any equipment or replacement parts required.
Out-of-warranty service is billable. Pricing is reviewed and approved before billable work is scheduled or performed.
Maintenance & Repair Triage
Solar systems occasionally require maintenance or troubleshooting. We use a triage approach to address issues based on safety and urgency. Please review the information below before submitting a support request.
Tier 2:
Priority
Maintenance & Repair Triage
Solar systems occasionally require maintenance or troubleshooting. We use a triage approach to address issues based on safety and urgency. Please review the information below before submitting a support request.
Tier 1:
High Priority
Emergency Service
-
Roof leaks around or underneath solar mounting points
-
Exposed, loose, damaged, or sparking wiring
-
Burning smells or signs of battery overheating
-
Loose solar panels or mounting hardware that may create a safety risk
Response
We triage requests during business hours and schedule service as quickly as possible. Service charges may apply for work outside the applicable warranty, and all billable work is approved in advance. For immediate fire, electrical, or life-safety emergencies, contact the appropriate emergency service.
Tier 2:
Priority
Not an emergency, but needs attention
-
Complete system shutdown or zero production
-
System producing less than 50% of expected output
Response
Service is scheduled based on technician availability and any equipment or replacement parts required.
Out-of-warranty service is billable. Pricing is approved before billable work is scheduled or performed.
Tier 3:
General
Maintenance & Guidance
-
Low or inconsistent production
-
Microinverter or optimizer not reporting
-
Enphase Envoy showing solid red lights
-
Critter guard installation or repair
-
Hardware replacement needed
-
Visible cosmetic issues
Response
Service is scheduled based on technician availability and any equipment or replacement parts required.
Out-of-warranty service is billable. Pricing is reviewed and approved before billable work is scheduled or performed.
Submit a Maintenance Request
Newport Solar currently provides maintenance and service only for systems installed by our team.
Please provide as much information as possible about the issue. Detailed information helps our team review your request and determine the appropriate next step.
You may also call Newport Solar at (401) 295-4500 during support hours.
Support Hours
-
Monday through Friday: 9 am–5 pm
-
Saturday and Sunday: Closed
Newport Solar does not provide after-hours or weekend emergency service. Utility outages and grid-related interruptions must be addressed directly with your electric utility provider.