Sistema.bio Digester Installations Customer Service Level Agrement (SLA)

If you are not satisfied, and if we cannot meet our 5-day servicing target, your case will be escalated to our local technical or customer care manager, who will contact you within 3 working days to agree on a resolution plan.

What is not included in our warranty

• The following issues are not covered by our warranty: failure to follow our user manual practices, natural disasters, vandalism, improper storage of the digester kit before installation, theft, and unauthorized modifications to the digester or its components.
• Delays or limits due to force majeure (events beyond our control).
• Work beyond the agreed package and customer contract (e.g., gas line or biodigester relocations or extra non-quoted items).
• Biogas and bioslurry production depend on many factors, as instructed in our user manual – such as feedstock availability and quality, ambient temperature, water availability, and operation and maintenance. Sistema.bio cannot guarantee specific gas production volumes or financial savings.

For out-of-warranty servicing, we will share service prices before proceeding with the work. Your approval as a customer is required before we proceed.

CUSTOMER COMMITMENTS

To keep your system safe and productive, you will commit to:

• Provide accurate farm information before the sign-up stage and during your customer journey.
• Provide safe working conditions for our technician.
• Complete the pre-installation tasks, which must be completed before the date of installation, as agreed in the customer contract. This can include (View Customer Checklist):
  
  • Store the digester kits in a safe and enclosed area, if it is delivered before the day of installation.
  • Confirm the final location of the cookstove, bioslurry tank, and the digester. Biogas points of use will be located at a maximum of 30 meters from the digester. Distances exceeding 30 meters will incur additional piping and installation costs and may cause gas pressure drops, which will involve the installation of a biogas pump.
  • Prepare the digester pit according to the dimensions and guidelines provided by Sistema.bio.
  • If the soil at the farm is loose or the site requires above-ground installation, the customer will provide the structure or construction to consolidate the pit or support the digester. Sistema.bio will provide drawings, measurements, and guidance for the civil works when needed.
  • Supply the filter and biogas pipeline posts (2.5 to 4 meters high) every 8 meters from the digester to the kitchen. Note: Existing and long-term built structures can be used to support the biogas pipeline – for example: existing fencing posts, a wall, NOT a tree!
  • Provide a fence to protect the access to the open bioslurry tank(s).
  • Provide cement and gravel to fix posts in the ground.
  • Supply water and cow dung for the digester’s first feeding.
  • Prepare and clear the working area.
• Follow safety guidance and make your open tanks safe by protecting access to them from children: you must fence them. Ensure no children are ever allowed near bioslurry storage.
• Operate the system as per the training you have received from our technician. Handle daily care and basic maintenance as shown in your user manual to support a system life of at least 10 years (View User Manual).
• Ensure dung and water availability to keep the digester productive.
• Call us promptly whenever your digester needs servicing or when you permanently or temporarily stop using it.
• Let us know when your phone number changes at the customer caste contact numbers so we can keep in touch!
• And please, commit to your payment plan!

Become a biodigester champion by respecting the following practices

• Use the system daily, and ensure the use/combustion of all the biogas that is produced. Maximize the use of biogas to reduce the amount of wood fuel, charcoal, LP gas, and electricity used for energy (in this order of preference).
• Use or burn the biogas through the cookstove whenever there is excess pressure in the biodigester: the pressure relief valve should not bubble!
• Maximize the use of bioslurry to reduce chemical fertilizer use! Do not store bioslurry for long periods, and never in tanks deeper than 80 centimeters.
• If satisfied, you are encouraged to act as a brand ambassador, demonstrating the value and impact of the technology.

You are our champion!

Review and changes

This SLA starts on the date your contract is signed. We review results regularly and may update our SLA to keep improving the quality of our service.