In order to respond to your service ticket as quickly and effectively as possible, it is important that you provide the correct information immediately upon submission. Think about this when submitting a ticket via Alfen's Service Portal:

• Fill in all questions in the service portal as carefully as possible.
   

• In the title of the ticket, enter 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.
   

• Add relevant information, such as error codes in the display or back office, date and time the issue happened/started and/or clear photos of any damage.
   

• Make sure you give a clear description of the problem. This enables us to look for a more targeted solution.
   

• If applicable, the complete contact details of the end customer and the address details of the loading point.
  We need these if a 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.