Contents
General information
Our aim is to support you in the best possible way at all times. That’s why our support team is here for you if you have any questions or need help. In addition, we offer a comprehensive Knowledge Base (Academy, Community and Help Centre), where you can quickly find many answers yourself.
This article gives you an overview of our support services and explains step by step how to contact our support team.
We combine personal support with extensive self-service options:
Knowledge Base |
Description |
|---|---|
| chargecloud Help Centre |
The Help Centre is our knowledge base and your first port of call for any questions about using the chargecloud system. There you’ll find comprehensive guides, answers to frequently asked questions, and the latest news about releases. Here you can find out more about our Help Centre. |
| chargecloud Community |
Our Community offers an exclusive platform for exchanging ideas with other customers and partner companies. You can ask questions, join discussions and gain insights into product development at chargecloud. Take part in webinars for existing customers, discuss topics around e-mobility and actively help shape the future of chargecloud. Here you can find out more about our Community. |
| chargecloud Academy |
In our Academy you’ll find a wide range of e-learning courses that introduce you step by step to using the chargecloud system. Our interactive courses let you learn at your own pace and continuously deepen your knowledge. Here you can find out more about our Academy. |
| Personal support | If you need help or can’t find what you’re looking for in the available information, our support team is here for you. |
How to contact our support
Our support team can help you especially with:
- individual or complex questions
- technical problems
- issues that aren’t answered in the Help Centre
Ticket system
Use the support form in the Help Centre to send us your request. Our Help Centre is not only a knowledge base but also the central ticket system for all support requests.
To create a request, after a successful login, click on the “Submit a request” menu item on the Help Centre homepage. In this article you’ll find a detailed guide on how to write a support ticket. Here you’ll find more information about registration in the Help Centre.
While you’re entering your ticket, you’ll automatically be shown relevant Help Centre articles that may already answer your question. Our Help Centre is continuously expanded and updated, also based on incoming requests.
As soon as you submit a ticket, your request is automatically forwarded to the entire support team. This ensures that your issue is quickly and efficiently handled by the right team members. You can check the current status of your requests and their history at any time in the overview of your requests.
If you wish, we can also give individual employees in your company access to all your company’s tickets. This way, colleagues can also view the requests. Just let us know if you’d like us to set up this feature for you.
Telephone support
The Help Centre and ticket system are available to our clients free of charge.
In addition, chargecloud GmbH offers telephone user support during service hours between 9:00 am and 5:00 pm.
Information on news and incidents
If you want to stay up to date with the latest news about chargecloud, please click this link. On the following page, you can sign up for our release notes, newsletter, and general information by email. You can check the current status of our systems on our Status Page.