Most issues can be diagnosed and resolved remotely through Hybird OS. However, some situations require a physical visit to your site. This article explains when and how to request on-site service.
When on-site service is needed
Common situations that may require an on-site visit:
A breaker, controller, PSU, or UPS needs physical replacement.
RS485 wiring issues that cannot be diagnosed remotely.
Physical damage to equipment.
New circuits need to be added to the Hybird system.
The site's network infrastructure has changed and the controller needs reconfiguring on-site.
How to request
Contact Hybird support to request an on-site visit:
Email: [email protected]
Phone: +45 3020 4900
Provide the following information:
Your site name and address.
A description of the issue and what troubleshooting has already been done.
Preferred dates and times for the visit.
Any access requirements (keys, codes, contact person on site).
What happens next
The Hybird support team will review the request, confirm that on-site service is necessary (and has not already been resolved remotely), and schedule a visit with a certified Hybird installer in your area. You will receive confirmation of the visit date and an estimated time window.
Service level
Response times for on-site visits depend on your service contract terms, the severity of the issue, and installer availability in your area. For details on your specific SLA, refer to your service agreement or contact Hybird support.
Cost
On-site visits may be included in your Hybird Service subscription or may incur additional charges depending on your contract terms and the nature of the visit. Contact Hybird support for details before the visit if you are unsure.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900