Cloud Maintenance Note
December 11, 2024
Scheduled system update
As announced, we are releasing a new version of Avelon Cloud today.
07:30 – 13:00 CET for Avelon Cloud
During this period, the Avelon Cloud is temporarily unavailable or only available to a limited extent.
08:00 – 22:00 CET for Beetles
The Beetles update themselves. They may appear offline during this time.
Important: Please do not restart the devices while they are updating. Wait until the update of the devices is complete.
Welcome to the Avelon Support
We are here to help you with any problems
To help you help yourself, you will find the most important information about our products and services here. Get in touch with us by opening a ticket – we’ll show you how. In urgent cases, you can contact our customer hotline.
Helping you to help ourself
Control systems
Avelon Cloud
Alcedo Inhouse
Building automation
Beetle T5/T6
- Product page
- Datenblatt T5/T6 (PDF, German)
- Quick installation guide T5 (PDF)
- Quick installation guide T6 (PDF)
- User manual
Beetle T3
- Data sheet (PDF, German)
- User manual (PDF, German)
- Quick installation guide (PDF)
Lumina Operation Center
- Product page
- Data sheet (PDF, German)
Internet of Things
Binary 10/4
- Product page
- Data sheet (PDF, German)
- Quick installation guide (PDF)
LeakSense
- Product page
- Data sheet (PDF, German)
- Quick installation guide (PDF)
ThermoSense
- Product page
- Data sheet (PDF, German)
- Quick installation guide (PDF)
Wisely
- Product page
- Data sheet (PDF, German)
- Quick installation guide (PDF)
- Frequently asked questions (FAQ)
ThermoValve
- Product page
- Data sheet (PDF, German)
- Quick installation guide (PDF, German)
The perfect ticket
You want effective support. We need your help to do this. We need precise information to be able to understand, investigate and respond to the case efficiently. Please create a separate email with the following six sections for each problem:
Prerequisites
Please insert the link that leads directly to the problem location and state the browser used. For in-house systems, please be sure to state the project name or number.
Steps to reproduce
Describe how the problem can be reproduced.
- Step 1
- Step 2
- Step 3 …
Observation
What have you observed? What problems are you experiencing? Please add screenshots, logs or videos to the ticket and refer to them in this section.
Expectations of the system
Please describe here what your expectations of the application are.
Workaround
Do you know a workaround for the problem? Your description can be very useful for analyzing the problem.
Expectations from Avelon Support
Which kind of help to you require from the Avelon support team in order to close your ticket?
Your email will be converted into a ticket and the text in the subject line will help us to identify it better. After sending your email, you will receive a confirmation email with a ticket number. Please use this ticket number unchanged in the subject line in any further communication with us.
Create ticket
You want expert assistance from the Avelon support team. Create a ticket by sending an email with your request to our support team. Please follow the instructions for the “perfect ticket”.
Client hotline
In urgent cases you can use our support hotline.
Support on workdays between 9 am – 11:30 am and 1:30 pm – 4:00 pm.
Charging of support time from the 11th minute.
Join our community
We would be happy to send you interesting information about our products, the Internet of Things and Avelon.
