Create a support ticket

When a possible issue with the charger has been determined or you have a general question regarding charge points from Alfen you can create a support ticket. The tickets can be created at the support portal support.alfen.com. We have several types of support tickets:

• Request For Information; a general question regarding Alfen Charging Stations. Anyone can create an information ticket. 

• Request for Service; an example of a service request would be requesting an engineer on location or a repair at the factory (carry-in repair). The request must come from the ChargePoint maintainer as registered with Alfen.

Here are some tips when creating a ticket so all necessary information is shared: 

• Make sure that the problem description is brief but includes specific details.

• Describe the symptom you are experiencing or noticing.

• Describe the steps for reproducing the issue.

• Share what steps you already took to investigate the issue.

• In case a specific vehicle is involved, please mention this as well.

• If you have diagnostics available, please add this to the ticket.
  Make sure the data matches the time and date of the incident
  Please see ‘How do I retrieve the logging information of a charging station?’ on how to gather a logfile.