Hybird support is organised into tiers. For end customers, the installer is the first line of support, should they have a Service agreement. If they are an Optimisation customer, and they have an energy partner who facilitated the sale, then the energy partner is the first line support for end customers. Hybird provides second-line support to installers, or energy consultants (or similar), backed by a enterprise-grade cloud infrastructure hosted on AWS.
Tier 0 - Self-serve (Maggie AI Agent)
The first point of contact for anyone reaching the Hybird help centre. The AI support agent, who we have named "Maggie" can answer questions about Hybird products, guide users through troubleshooting steps, explain how the system works, and provide information about processes such as RMA, ordering, and service contracts.
Maggie handles:
General product and service questions
Step-by-step troubleshooting for common issues
Information about pricing, ordering, and processes
Dashboard navigation guidance
Explaining measurements, alerts, and data
Important: Maggie cannot access real electricity data, site names, or customer-specific information. Support provided by Maggie is limited to general product information, common troubleshooting, and policy clarification. For assistance with site-specific data, customer billing, or operational details, escalate to the human support team.
Tier 1 - Installer (first line for end customers)
For Hybird Service and Optimisation end customers, the installer who installed the system is the primary support contact. Installers handle:
On-site troubleshooting and physical inspection
First-line response to alerts and customer queries
Breaker replacements and panel modifications
Customer-facing SLA delivery (response times are agreed between the installer and their customer)
Installers can configure automatic alerts (via phone, SMS, and email) to notify their customers of system events.
Tier 2 - Hybird support (second line)
When the installer cannot resolve an issue, or when the situation requires Hybird's involvement, the installer escalates to Hybird support. Tier 2 handles:
Complex troubleshooting that goes beyond standard procedures
RMA decisions and warranty assessments
Billing and contract enquiries (related to Optimisation). If a Service product related enquiry, the installer should handle it, in the first instance.
Account and access management
Complaints and escalations
Commission queries from partners
Tier 2 support is available via email at [email protected] and by phone at +45 3020 4900.
Tier 3 - Engineering
For issues that require deep technical investigation - such as suspected firmware bugs, unusual hardware behaviour, custom configurations, or integration challenges - the support team escalates to Hybird engineering. Tier 3 is not directly accessible to customers, partners, or installers.
Tier 3 handles:
Firmware investigations and updates
Hardware failure analysis
Custom Modbus configurations
Non-standard installation support
Third-party system integration
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900