Creating a Service Ticket for the first time
This step-by-step guide will help you to create your first ticket with Alfen.
When submitting a ticket via Alfen's Service Portal, you should take the following points into account:
- Make sure you have created an account on support.alfen.com
- Insert in the title of the ticket the charge point ID and/or object number as stated on the sticker on the charging station.
This way we know which charging station is involved.
Please see "Where can I find the object number of my charging station?" to find the object-number.
- Make sure that you are the chargepoint operator of the charging station, or that you create the ticket by order of the chargepoint operator.
It is possible that the management is still under the control of another party and that this must be transferred.
Written permission from the chargepoint operator is required for this.
- If you are a new chargepoint operator, add chamber of commerce number, VAT and invoicing data to the ticket.
Without these details, we will not be able to process a ticket. - Make sure you give a clear description of the problem. This will enable us to look for a more targeted solution.
- If applicable, the full contact details of the end customer and the address details of the loading point. We need these if an engineer's visit has to be scheduled.
- If possible, add the logging (diagnostics) of the charging station. Preferably for a period of about 3 days, but in any case the time frame in which the experienced problem occurred.
Under "How do I retrieve the logging information of a charging station?" is described how to obtain it.
| The more complete you provide information in the ticket, the faster and more effective we can offer you a solution. |
In case a site visit of an engineer is requested, please enable SSA (Secure Service Access) via the Only when SSA is on or owner password / Default password is available on site we can analyze/configure the charging station. |