--- title: "Technical support — troubleshooting & engineering help | Entogo" description: "Get technical support for Entogo power and charging equipment: troubleshooting, fault diagnosis, configuration and commissioning help." url: https://entogo.ca/support/technical-support/ lang: en type: website image: https://entogo.ca/og-cover.jpg alternates: en: https://entogo.ca/support/technical-support/ fr-CA: https://entogo.ca/fr/support/technical-support/ fr: https://entogo.ca/fr/support/technical-support/ es: https://entogo.ca/es/support/technical-support/ ar: https://entogo.ca/ar/support/technical-support/ pl: https://entogo.ca/pl/support/technical-support/ ro: https://entogo.ca/ro/support/technical-support/ ru-KZ: https://entogo.ca/ru/support/technical-support/ ru-UZ: https://entogo.ca/ru/support/technical-support/ ru-KG: https://entogo.ca/ru/support/technical-support/ ru-TJ: https://entogo.ca/ru/support/technical-support/ ru-TM: https://entogo.ca/ru/support/technical-support/ ru-AZ: https://entogo.ca/ru/support/technical-support/ ru-AM: https://entogo.ca/ru/support/technical-support/ ru-GE: https://entogo.ca/ru/support/technical-support/ site: https://entogo.ca/ llms: https://entogo.ca/llms.txt --- Home › Support › Technical support Technical support # Troubleshooting, from the engineers who build the equipment. Fault diagnosis, configuration and commissioning help for Entogo equipment in service. Tell us what is happening and an engineer responds within one business day — prioritized by how much it is affecting your site. What we help with ## Diagnose, configure, restore ### Diagnose We read the fault codes, symptoms and conditions with you and pinpoint the cause — remotely first. ### Configure Settings, parameters and commissioning questions answered so the equipment runs the way your site needs. ### Restore A fix, a firmware step, the right spare part or a field visit — whatever brings it back to service. Response by severity ## How we prioritize Every request gets a first response within one business day. Severity decides what happens next. | Specification | Value | | --- | --- | | Question — no downtime | Answered within one business day. | | Minor — workaround exists | Answered within one business day; a fix is planned with you. | | Major — degraded operation | Prioritized; an engineer is assigned within one business day. | | Critical — equipment down | Escalated and prioritized — we stay engaged until service is restored. | ## Before you reach out Having these ready lets our engineers diagnose the issue on the first reply: - Product name and model, from the nameplate or your order. - Serial / nameplate number of the affected unit. - Any fault codes, alarms or on-screen messages. - A photo or short video of the issue and the nameplate. - Site conditions and what changed before the fault appeared. Open a technical request ## Describe the issue Give us the model, serial number and what is happening. The more detail, the faster we can help — we reply within one business day. FAQ ## Technical support questions - **How fast will an engineer respond?**: Every technical request gets a first response within one business day. Major and critical issues — degraded operation or equipment down — are prioritized and escalated ahead of routine questions. - **What information should I include?**: The product model, the serial or nameplate number, any fault codes or alarm messages, and a photo or short video of the issue. Site conditions and what changed before the fault help our engineers diagnose it faster. - **Can you support equipment already installed and energized?**: Yes. We support equipment through its full service life — troubleshooting remotely first, then coordinating spare parts, a maintenance visit or a warranty claim if the issue needs hands on site. - **Do you help with configuration and commissioning questions?**: Yes. Beyond fault-finding we answer configuration, settings and commissioning questions, and provide the technical documentation needed to operate the equipment correctly. Need a replacement? ## If a part needs replacing, we’ll identify and ship it. [Spare parts & replacements](https://entogo.ca/support/spare-parts/) ## Structured data (JSON-LD) ```json {"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://entogo.ca/"},{"@type":"ListItem","position":2,"name":"Support","item":"https://entogo.ca/support/"},{"@type":"ListItem","position":3,"name":"Technical support"}],"inLanguage":"en"} ``` ```json {"@context":"https://schema.org","@type":"Service","name":"Entogo technical support","serviceType":"Technical support","provider":{"@id":"https://entogo.ca/#organization"},"areaServed":["Global","CA","US"],"description":"Troubleshooting, fault diagnosis, configuration and commissioning support for Entogo transformers, switchgear, energy storage and EV charging equipment. 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