Service & Support - Support Structure (Pre-Sale & Post-Sale)

Pre-Sale Support:

• Project design consultation: Helvar and its certified partners assist in system planning, layout, and component selection.

• Lighting simulations and ROI estimates help clients visualize outcomes and justify investment.

• Technical documentation, data sheets, and compliance certificates are provided for planning and procurement stages.

 

 

Post-Sale Support:

• Commissioning assistance (remote or on-site)

• Helpdesk and technical support for troubleshooting, app guidance, and firmware updates

• Ongoing access to Helvar Partner Portal with software tools, documentation, and updates

 

Benefit: Ensures smooth implementation, minimal downtime, and expert guidance through all project phases.

 

 

Warranty Coverage

• Standard Warranty: Typically 5 years for ActiveAhead nodes and sensors, matching Helvar’s luminaire partner warranties.

• Extended warranties may be available through integration partners or as part of a service contract.

• Warranty includes free replacement of defective units under normal usage conditions, as per manufacturer terms.

 

Benefit: Peace of mind and reduced risk over the system’s life cycle.

 

 

Remote Diagnostics & Updates

With Helvar Insights and gateways in place, the system allows:

• Remote monitoring of device health

• Status alerts (e.g. offline nodes, irregular sensor behavior)

• Firmware Over-the-Air (FOTA) updates to fix bugs or enable new features

• Cloud dashboard access to analyze energy use, occupancy, and trends

 

Benefit: Proactive maintenance, less need for on-site visits, and future-proofing via remote updates.

 

 

Partner Training & Certification

Helvar provides a structured Partner Training Program for system integrators, lighting designers, and installers.

 

Key Training Topics:

• System architecture and product portfolio

• Bluetooth Mesh networking fundamentals

• Hands-on commissioning via the ActiveAhead app

• Troubleshooting and optimization best practices

 

Certification Levels:

• Certified Partner – Basic implementation capability

• Advanced Integrator – Full solution design, commissioning, and support authority

 

Benefit: Ensures quality and consistency across global installations and builds a trusted installer network.