Technical Support

TECHNICAL SUPPORT AND SERVICE TERMS GMR Engineering & Energy

Effective Date: November 13, 2025 | Last Update: November 13, 2025

This page explains the scope of technical support and field services offered by GMR Engineering & Energy, application methods, responsibilities and limits of the parties. All technical support requests that reach us through our website, telephone and e-mail channels are evaluated within the scope of these Technical Support and Service Terms.

1. Scope

Technical support provided by GMR; It covers support for the use, installation and operation of products and services supplied by GMR, especially solar energy systems, construction solutions, engineering and consultancy services.

In this context:

• Technical questions regarding design and engineering solutions,
• Guidance on assembly, installation and commissioning processes,
• Basic technical evaluations of product and system performance,
• First level remote diagnosis and guidance for fault detection,
• Sharing of relevant documents, manuals and technical drawings

Technical support can be provided on these issues.

Unless expressly stated otherwise, GMR's technical support is informative and guidance, final implementation and decisions in the field are the responsibility of the customer.

2. Who Can Get Technical Support?

Our technical support services are primarily:

• To our customers who have purchased products or services from GMR,
• To the solution partners who cooperate with GMR,
• Technical personnel associated with projects within the scope of ongoing projects, proposals or engineering services

It is offered.

If the product or service is supplied outside of GMR, GMR reserves the right to refuse or limit the provision of technical support.

3. Technical Support Channels

You can reach GMR technical support through the following channels:

• Email: info@gmrmuhendislik.com
• Phone: +90 (312) 911 5086 / +90 (530) 968 0695
• Web Form: Contact / Technical Support form on our corporate website

It is recommended that you use web form or e-mail channels to track and record requests. In this way, your request is directed to the relevant unit faster and follow-up can be done through written records in the future.

4. Working Hours and Response Times

As a general rule, technical support requests:

• It is evaluated during working hours on weekdays (09:00-17:00), excluding public holidays.
• Requests received outside these periods will be handled on the next business day.

GMR;

• It makes every effort to respond to all requests within a reasonable time,
• However, it does not guarantee a specific response or resolution time (SLA),
• If written SLA or special support conditions are also regulated in the project contracts, the provisions in that contract are applied first.

Response times may vary due to reasons such as density, complexity of the technical issue, obtaining information/documents from the field, and the duration of third-party suppliers.

5. Support Levels and Service Types

GMR technical support services are generally offered at the following levels:

5.1. Remote Technical Support (Primary Level)

Provided via phone, email or online meeting tools;

Including the steps of defining the problem, sharing documentation, basic guidance and initial evaluation;

It is the first level of support, usually free or offered as part of the project/product.

The aim at this stage is to resolve the problem remotely and as quickly as possible, if possible.

5.2. Advanced Technical Assessment

In cases that require more detailed calculations, analysis or engineering studies;

It may include modeling, simulation, revision and preparation of additional reports specific to the current project.

Such services are often considered as additional services outside the scope of the project and are charged separately. The fee and scope are notified to the customer in advance in writing and work does not begin without his/her approval.

5.3. Field and Onsite Support

When necessary, field survey, inspection, control, training or commissioning support can be provided.

Field visits; It includes items such as transportation, accommodation, daily service fees and is charged separately.

Field supports; It is planned taking into account safety rules, construction site organization, entry permits and local legislation requirements. The customer is primarily responsible for the life safety of GMR personnel in the field (see "Responsibilities of the Parties").

6. Responsibilities of the Parties

6.1. Responsibilities of GMR

GMR;

• Recording technical support requests,
• Evaluating the request and sharing it with the appropriate units,
• Providing technical opinion and guidance within one's area of expertise,
• Share technical documents, manuals, and drawings with the user where appropriate,
• To inform the user in advance, when necessary, of additional services subject to charge.

is responsible for.

GMR provides support in good faith and reasonable care, but does not promise to solve every technical problem at any particular time or guarantee the performance of every system.

6.2. Customer Responsibilities

Customer;

• Providing accurate, complete and up-to-date information when submitting a technical support request,
• Providing the requested documents and data regarding the relevant project, product or system in a timely manner,
• Comply with local legislation, occupational health and safety rules and relevant standards when applying the technical suggestions and solution options offered by GMR in the field,
• Ensuring safe working conditions for GMR personnel during field work (personal protective equipment, access permissions, field organization, etc.),
• For paid technical services, we must approve the offer and conditions before the work begins.

Is required to do so.

It is the customer's responsibility to determine how the technical guidance and recommendations given by GMR will be implemented in the field, the quality of the materials used, proper installation and operation of the system. The customer is obliged to confirm the compliance of the applications carried out in the field with local legislation, norms and standards.

7. Warranty, Disclaimers and Limitations

7.1. Warranty Limits

Technical support service is generally a separate service from product warranty terms. GMR:

• It is only responsible for the warranty terms contained in the relevant contract or warranty document for the products and services it supplies,
• Cannot be held responsible for issues caused by third-party products or changes made without GMR approval.

Verbal or written guidance given within the scope of technical support does not replace the final design, static calculation, project or implementation plan, and is for informational purposes only. The customer must obtain independent engineering, consultancy or project services when necessary.

7.2. Disclaimer

GMR, under technical support:

• Any uninterrupted service does not guarantee a particular level of performance or success,
• is not liable for indirect or consequential damages such as indirect damages, loss of profits, loss of data, business interruption, third party claims (unless the relevant legislation requires otherwise),
• Technical support cannot be held responsible for damages arising from incorrect application of recommendations or errors caused by incomplete information.

The customer must make his own decision by evaluating the guidance he declared to have received within the scope of technical support with the project team and authorized experts before implementing it in the field.

7.3. Force Majeure

The following situations and similar situations are considered "force majeure":

• Natural disasters (earthquake, flood, storm, fire, etc.),
• War, terrorism, riot, civil unrest,
• Widespread epidemics, quarantine practices,
• Long-term electricity, internet and telecommunication outages,
• Decisions and actions of public authorities,
• Other extraordinary events beyond the reasonable control of GMR or its service providers.

In case of force majeure, GMR cannot be held responsible for any delay or disruption in technical support services. Once the force majeure is eliminated, GMR will endeavor to restore its services to normal within a reasonable period of time.

8. Pricing

Some of the technical support services:

• As a natural extension of the purchased product or service,
• Within the scope of an ongoing project or contract,
• For a limited period or a specific scope

can be offered free of charge.

The following situations are generally considered within the scope of paid services:

• Detailed engineering studies beyond the standard warranty and project scope,
• New static calculation, revision and additional report requests,
• Site visits, discovery, inspection, training and on-site commissioning services,
• Fault detection and solution work in the field for malfunctions originating from outside GMR,
• Repeated requests for technical support for errors for which GMR is not responsible.

Pricing items (hourly/daily service fee, transportation, accommodation, food, special test or measuring device fees, etc.) are notified to the customer through the offer form or service contract. Unless the customer confirms this offer or agreement in writing/online, GMR has no obligation to initiate the relevant paid service.

9. Privacy and Data Protection

All information, documents, project details and personal data you transmit to GMR during technical support processes are processed and protected within the framework of our Privacy Policy and applicable data protection legislation (KVKK, GDPR, etc.).

• The technical drawings, reports and project data you share within the scope of your support request are used only for the evaluation of your request.
• Your personal data (name, surname, e-mail, telephone, etc.) is processed only to communicate with you, finalize your request and, where necessary, fulfill our legal obligations.
• Necessary technical and administrative measures are taken to ensure the security of your data; It is transferred to third parties only to the extent required by the service and in accordance with the law.

For detailed information, you can review our Privacy Policy text on our website.

10th Amendment Right

GMR Energy Engineering;

• In technical support processes,
• In the communication channels used,
• In pricing policies,
• In these Technical Support and Service Terms

reserves the right to make changes unilaterally if deemed necessary.

When there are significant changes, the updated text will be published on our website and the "Last Updated" date will be updated. Continuing to submit a technical support request via our website means that you accept the relevant changes.

11. Communication

For your technical support requests, comments and suggestions, or questions regarding this text, you can contact us through the following channels: