Support
Usually we know before your customer does
Support does not start with your phone call. The EMS watches every installation continuously and raises an alarm as soon as behaviour drifts, often before anyone on site notices. Whatever the system does not resolve itself, Vic answers in the platform. And whatever is left after that is handled by people who know your project.
1
working day to an answer
99.7%
platform uptime
24/7
automatic monitoring
What you can expect from us
We would rather give you a number we actually hit than a promise that sounds good. This is what we hold ourselves to.
An answer within one working day
Ask a question or report a fault and you hear from us within one working day. Not an automatic acknowledgement that counts as a reply, but someone who picks up your project.
99.7% uptime
The platform runs at 99.7% availability. If the connection does drop, the Voltmaster Controller keeps steering locally, so the installation does not come to a halt.
24/7 automatic monitoring
Every installation is checked continuously for behaviour that deviates. Detection and alerting do not stop at five, even if we do.
Straight about the status: these are the targets we set ourselves and that you may hold us to, not a contractual guarantee. If your partner agreement contains a separate SLA, that one takes precedence over what is written here.
Vic AI
Your first line is already in the platform
Every project has Vic on board. Vic knows the full Voltmasters documentation and at the same time reads the live state of your installation: which devices are in it, which incidents are open and which strategy is active. So you do not get a generic answer, but an answer about your project.
- Answers with sources: the documentation pages the answer rests on, clickable underneath
- Your own installation: ask about your projects, devices, incidents or the active strategy
- Straight to the right screen: Vic links you through to the page where you change something, matched to your permissions
- One click to support: if it does not work out, you open a ticket with the whole conversation as context
Vic reads along, but never changes a setting itself. Every change stays a deliberate action by you, with your name and the time in the log.
Incident detection
Watched before you call
Most faults announce themselves in the data before anyone spots them on site. The EMS continuously compares what an installation is doing with what it should be doing, and raises an alarm as soon as the two diverge.
That saves you the worst kind of phone call: the one where your customer sees the problem before you do.
More about monitoring and incident handlingWhat the system watches for
- Power deviates from the setpoint
- Unnatural jumps in the battery SOC
- PV is not producing as expected
- A device drops off the communication bus
How to reach us
From what you solve yourself in seconds to what really cannot wait.
Ask Vic
In the platform, right at the project itself. Vic knows your installation and the documentation, and answers with the sources included. The fastest route, because you do not have to explain anything.
How Vic worksThe documentation
Configuration, supported devices and commissioning step by step. Handy when you would rather read up yourself than ask.
Go to the documentationA support request
If you do not get there with Vic, you open a ticket with the conversation as context. So we see straight away what you have already tried, and you hear from us within one working day.
Ask your questionCalling
If an installation is down or a commissioning is stuck, call us. Then we do not start by working out who is available.
+32 51 79 62 72This makes it faster: give us the project, the device and exactly what you see happening. With those three things we can usually look along without mailing back and forth first.
Ready to make your first project pay off?
Tell us about your next installation. We will show you the platform, help you build the business case and guide you from first quote to certification.