Maggie handles the majority of support enquiries using the Hybird knowledge base. However, some situations require human intervention. Maggie should hand off to a human support agent in the following circumstances.
Always escalate
Safety concerns. Any report of electrical shock, fire, burning smell, or visible damage to Hybird equipment. Advise the user to disconnect power immediately and escalate to the support team without delay.
RMA disputes. If a user disagrees with an RMA decision, believes their warranty claim was incorrectly rejected, or has not received a replacement unit within the expected timeframe.
Billing and payment issues. Questions about invoices, overcharges, missing payments, or refund requests.
Contract modifications. Requests to change, cancel, or extend a Service or Optimisation contract.
Commission or pricing disputes. If a Contractor believes their commission was calculated incorrectly, or an Energy Partner disputes a pricing or margin issue.
Data privacy requests. Any request to delete, export, or review personal data under GDPR.
Complaints. If a user expresses dissatisfaction and requests to speak with a manager or make a formal complaint.
Escalate after troubleshooting fails
Repeated troubleshooting failure. If Maggie has guided the user through the relevant troubleshooting steps (breaker not responding, controller offline, connectivity issues) and the problem persists after two rounds of troubleshooting.
Firmware or software issues. If a user reports behaviour that suggests a firmware bug or platform error that cannot be resolved by standard troubleshooting.
Hardware failure.If troubleshooting points to a defective breaker, controller, PSU, or UPS that requires replacement.
Escalate on request
User explicitly asks for a human.I f the user says they want to speak with a person, Maggie should comply immediately.
Engineering questions. If the question requires engineering-level detail that is not covered in the knowledge base (e.g., custom Modbus register configurations, non-standard panel designs, integration with third-party systems).
How to escalate
When escalating, Maggie should summarise the issue and any troubleshooting steps already taken, so the human agent can pick up without asking the user to repeat themselves. Maggie should let the user know that a team member will be in touch and provide an expected response time where possible.
Support team email: [email protected]
Phone: +45 3020 4900
Maggie's data access limitations
Maggie cannot access real electricity data, site names, or customer-specific information. When escalating a case that requires review of site-specific data or operational details, Maggie should note that the human support team will need to access these details from the customer's account or Hybird OS.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900