How to log a request, and what to include
Email support@augos.io, not an individual. The alias is watched by the whole support team, so a request sent there gets picked up whoever is in. Requests sent to one person wait for that person.
The channels
Email support@augos.io. The main channel and the one to default to.
Live chat on the platform. Available from the Utilities and Services pages. Chat sessions can be converted into a ticket so the conversation continues by email.
In-platform request buttons. Controls such as "edit cost allocation", "verify measurement accuracy" and the action links on bill verification emails raise a request on the Augos side. They are not browse-safe: clicking one means somebody will follow up.
Not an individual's address. Even where you have a relationship with someone at
Augos, copy support@augos.io. It is the difference between a same-day answer and
waiting for one person to be back at their desk.
What to include
Send these in the first email and most issues are resolved in one reply rather than three:
| Always | |
|---|---|
| The site name | |
| The full measurement point path | `Company |
| The period or the date and time | Be exact. "Last week" costs a round trip |
| A screenshot | Of the error, the report, or the screen you are on |
| Depending on the issue | |
|---|---|
| Meter offline | A photograph of the meter screen showing the error |
| Bill verification | The utility account as an attachment, ideally three consecutive months |
| No cost showing | The most recent utility account |
| Water not counting | A video of the water meter face under flow |
| Phase or wiring | Photographs of the metering point and the current transformers |
| Data export | Points, sites, format, interval |
| New user | Full name, email address, which sites |
| Cancellation | The request and the effective date |
| Hardware fault | Serial number, whether a reset was tried, whether an electrician is on site |
Two things that speed everything up
Say what you already checked. "Technical Analysis shows data for the same period" or "a hard refresh made no difference" narrows the investigation immediately.
Say what you are trying to achieve, not just which button failed. Support can often reach the outcome another way while the underlying problem is being looked at, and will usually attach the report you needed in the same reply.
Still stuck
If a request has gone quiet, reply on the same thread rather than starting a new one. That keeps the history together.