This article outlines how support responsibilities are structured for Hybird Service and Optimisation.
Platform availability
The Hybird OS Platform is hosted on AWS (Amazon Web Services) and inherits its enterprise-grade availability. Planned maintenance windows are communicated in advance and scheduled during low-usage periods where possible.
Support model
Hybird uses a tiered support model:
First line - your installer.The installer who installed your Hybird system is your primary support contact. They handle on-site visits, first-response troubleshooting, and customer-facing communication.
Second line - Hybird.When the installer needs assistance, they escalate to Hybird support. Hybird provides remote diagnostics, RMA processing, platform support, and engineering escalation.
Response times
There is no standard Hybird-mandated response time SLA for end customers. The specific response time commitment for your site is agreed between you and your installer when the Service contract is set up. Your installer can configure automatic alerts via phone, SMS, and email to notify you of system events in real time.
Hybird's response to installer escalations follows these guidelines:
Severity Description Hybird target response Critical Safety hazard, total system failure Immediate (phone) High Controller offline, multiple breakers not reporting Within business hours Medium Single breaker issue, data gaps, non-critical alert Within 1 business day Low General questions, feature requests Within 2 business days
Monitoring
For Hybird Service subscribers, the electrical system is monitored 24/7 through Hybird OS. Alerts for critical conditions (controller offline, safety-related thresholds exceeded) are generated automatically.
Exclusions
Service commitments do not apply to:
Issues caused by the customer's network or internet connectivity.
Force majeure events (natural disasters, widespread power outages, etc.).
Planned maintenance communicated in advance.
Issues caused by unauthorised modifications to Hybird hardware or software.
Questions
For questions about your specific service terms, contact your installer or email [email protected].
Platform SLA commitments
The Hybird OS Platform is hosted on AWS and provides:
Platform availability: Consistent with AWS hosting infrastructure.
Data collection: Continuous, near real-time. Breaker data transmitted and processed without manual intervention.
Alert delivery: Within 5 minutes of threshold breach detection. SMS and/or email dispatched.
Software updates: Ongoing, non-disruptive. Security patches and feature updates applied by Hybird.
Planned maintenance: Advance notice provided. Scheduled outside peak hours where possible.
Note: The platform availability covers the Hybird OS Platform only. Response times for your Contractor (how quickly they acknowledge alerts, contact you, or dispatch an engineer) are part of your Contractor relationship.
RMA response time
RMA (advance replacement) requests are approved within 1–2 business days. The replacement unit is shipped before the defective unit is returned.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900