Lunar Support and RMA Guide
Rev. 2 | 04/17/2026
Overview
Lunar is dedicated to providing responsive and capable support to our install partners. Lunar proactively monitors fleet performance using strict internal SLAs to ensure customer satisfaction.
Installer Support
In-Person Support
Lunar Field Service Engineers (FSE) attend service visits, conduct on-site training and shadow first installs. FSEs carry a full set of spares and are available to attend any site if an RMA is required during your first installations.
Remote Support
Installer Support can be reached by email, phone, or live chat:
Hours: 8am to 7pm weekdays PT
Email: [email protected]
Telephone: (650) 535-1969
Live Chat: Lunar Installer App (including video calls and service ticket tracking)
Customer Support
Hours: 8am to 7pm weekdays PT
Email: [email protected]
Telephone: (650) 547-6001
For support outside regular hours or on weekends, contact Lunar in advance to make arrangements.
Installer Training
Product and Installation training content is available on the Installer Hub. In-person training is also available at the job sites of your first installs.
Fleet Monitoring
Lunar monitors the health of every install real-time. Installers are notified if issues require a service visit. Installers can also access Gridshare Partner, Lunar's fleet management portal.
RMA Process (Direct Sale)
Issue identified on site or remotely.
Installer contacts Lunar Installer Support (phone or live chat). OR: Installer alerted of pre-approved RMA — skip to step 4.
Lunar Installer Support troubleshoots and either resolves or authorizes an RMA with an Authorization Code (e.g. RMA-123).
Installer finds the RMA Authorization Code in the Lunar Installer App, replaces and commissions a new unit from stock. Packages defective unit per Lunar repackaging guidelines. Affixes Lunar blue RMA sticker with the Authorization Code.
Installer returns unit(s) to their warehouse using Lunar's shipping company.
Lunar arranges replacement unit(s) to be sent out on a periodic basis.
RMA Process (Distributor)
Issue identified on site or remotely.
Installer contacts Lunar Installer Support. OR: Pre-approved RMA — skip to step 4.
Lunar Installer Support authorizes RMA and notifies the distributor.
Installer collects replacement device(s) from the distributor and returns to site.
Installer replaces, commissions, packages defective unit, affixes RMA sticker.
Installer returns defective unit(s) to distributor for return to Lunar.
Lunar arranges replacement unit(s) to be sent to the distributor on a periodic basis.
Source document: https://documents.lunarenergy.com/lunar-support-and-rma-guide