Welcome to Avelon support

We are there 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

Alcedo Inhouse

Building automation

Beetle T3

Internet of Things

Binary 10/4

LeakSense

ThermoSense

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.

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