Support Providers

For any questions, please refer to your support provider.

To determine who your support provider is, from the Site Dashboard, click on the Support providers button from the navigation menu.

Each site has an Account-wide support provider but some sites might have a Site support provider. Click on the Contact support provider button to view their support provider contact email address.

Support Ticket

If you do not know your Support Provider even with searching above, you can submit a support ticket from the platform (or from this URL: https://powerradar.energy/support you can bookmark) and populate the following fields:

• Category of the subject of the support ticket (required):
  • Web = refers to the Panoramic Power software platform
  • Time View = refers to the Time View or The New Timeview application on the platform
  • Deployment Tool = refers to the Deployment Tool application in the Configuration section (only accessible to Deployer User role types)
  • User Management = refers to software access or inviting/editing users in the system, Multi-Factor Authentication (MFA), password complications, etc.
  • Notifications = refers to Triggers, Alerts, Push Notifications, Email Notifications, etc.
  • Mobile = refers to the Mobile App
  • Reports = refers to Automated Prefixed Reports or Custom Reports
  • Export Jobs = refers to Automated Export Jobs, like CSV over SFTP or FTPs, JSON over HTTPs, SFTP/FTP credentials creation requests, etc.
  • Hardware = refers to the Bridge & Sensor hardware/installation/performance, RMA, etc.
  • Feature Request = refers to feedback on missing functionality for applications in the software, suggestions on ways to improve the system, redesigns of existing operations, etc.
• Phone Number that can receive text messages and phone calls, in cases where a quick phone call could help clear up questions. For SFTP/FTPs credentials creation requests, this field is required, or we will ask for it in the ticket email exchange.
• Account and Site refer to the Site and/or the Account that this support ticket applies to (if known)
• Subject (required) = Summary of the Support Ticket purpose
• Description (required) = details about the purpose of the Support Ticket. For Bridge Hardware related issues that could produce an RMA, please provide the following details:
  • Part Number
  • Firmware version
  • Connectivity method (LTE, WiFi, Ethernet, Modbus) 
  • Serial Number
  • Support Provider Name
  • Problem Description
  • Is it a new installation or an existing site?
  • Was it installed on a DIN rail?
  • Attach installation pictures and/or videos
  • Attach Bridge log files (REQUIRED)
  • Network capture/settings explanation
• Attachments = upload up to 3 files to help illustrate the purpose of the support ticket, such as screenshots or raw data files. File size limitations are 3MB each. 

Click Send request when finished.

You will receive an email receipt that it was received. Replies to that email will be added to the support ticket, so if additional attachments that exceeded the submission limitations are needed for the ticket, attach and send via that email (given your email server's attachment size limitations).