Have a problem with your heat pump? Here is how to get it resolved as quickly as possible.
How to proceed
1. Call your installer
Most problems originate not in the heat pump itself, but in the heating system or electrical installation. The fastest route is to contact the company that installed your unit — they know your setup and can usually fix the issue on site.
2. Contact us
If your installer is unavailable or the problem persists, reach out to us directly:
- Phone: +420 777 427 427 (weekdays 7:00–15:30)
- SMS / WhatsApp: received 24 hours a day, response time depends on workload
- Service portal: hotjet.freshdesk.com — available around the clock
- Service form: submit a request below on this page
3. Remote diagnostics
Every HOTJET heat pump has a built-in webserver. Our technician connects to it remotely and sees exactly what is happening — temperatures, pressures, error codes, operating history. We diagnose (and often resolve) most issues without an on-site visit, within minutes to hours.
The webserver must be plugged in and connected to the internet, otherwise we cannot access the system.
4. On-site service visit
When remote resolution is not possible, we send a technician. Thanks to remote diagnostics, they already know what to look for and arrive prepared with the necessary parts.
What we offer
- Warranty service — through regional partners and our own technicians
- Post-warranty service — repairs, parts replacement, upgrades
- Regular inspections — after every 2nd heating season (required for extended warranty)
- Commissioning — optimisation for your heating system, operator training
- Remote management — monitoring, diagnostics, firmware updates
- Helpdesk — phone and email support
90% of requests resolved remotely
Every HOTJET heat pump has a built-in webserver connected to the Siemens Cloud. The technician remotely sees all parameters — temperatures, pressures, error codes, complete operating history — and can also control the system. An on-site visit is only needed for hardware issues.
Service requests are centralised in a system that archives the complete intervention history for each customer. Nothing gets lost, nothing gets forgotten.
Warranty terms
- 5-year standard warranty — conditional on two inspection visits during the warranty period
- Extension to 10 years — for a surcharge of approx. 3,000 CZK
- Replacement with a new unit — in case of a serious defect under warranty (e.g. faulty compressor), the unit is not repaired but replaced with a new one
- Post-warranty service — provided by regional partners with full manufacturer support
- Units up to 20 kW do not require mandatory periodic inspections
EPREL registration
Our heat pumps are registered in the EPREL database (European Product Registry for Energy Labelling). You can verify the energy parameters and compare them with competing products.