Support

Open a ticket from your account, find answers in the documentation, return a unit under warranty, or add a support plan for each Gateway.

Open a ticket

Give the severity, product and Gateway serial, and attach logs or screenshots. Replies come by email and appear in your account.

Sign in to open a ticket

Documentation

Datasheets, user guides and installation sheets for every product.

Browse documentation

Knowledge Base

Explainers and troubleshooting guides for protocols, hardware and deployment questions.

Search articles

Warranty and returns

Warranty terms and how to return a unit. Returns start from a support ticket.

Warranty and RMA

Site down and cannot sign in? Call +353 61 512 500 or email support@episensor.com (Monday to Friday, 09:00 to 17:30).

Support plans

What each plan includes

Standard (per Gateway)

Premium

  • Everything in Standard
  • Priority response terms recorded in your agreement
  • Dedicated account contact
  • Quarterly system health reviews

Severity levels

Choose a severity when you open a ticket. We may regrade it with you as the impact becomes clear. Response targets in your support agreement count Irish business hours, Monday to Friday, 09:00 to 17:30, for the Gateway serial numbers it names.

SeverityWhat it means
CriticalA major subsystem or critical function is unavailable, with data loss or critical reporting impact.
MajorA major function is unavailable or severely degraded. Data flow has stopped or reporting is materially delayed.
MinorCritical functions still work. Use this for questions, bugs with a workaround, feature requests or cosmetic issues.