> For the complete documentation index, see [llms.txt](https://docs.alphaess.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.alphaess.com/alpha-partner/service/service-centre.md).

# Service Centre

## Service Centre

Tap in the Bottom Navigation Bar **Service**Enter the Service Centre.

<img src="/files/553049719b1c8a7da3f7cb9a0c3d1a1873a23944" alt="Service Home Page" width="188">

### Submit Complaint

Tap **Submit Feedback** Card, open the complaint submission form.

#### Form Fields

| Region                   | Field                            | Required | Description                                                     |
| ------------------------ | -------------------------------- | -------- | --------------------------------------------------------------- |
| Organisation Information | Current Organisation And License | No       | Displays the current organisation and License; can be switched. |
| Basic Information        | Title                            | Yes      | Complaint Title                                                 |
|                          | Type                             | Yes      | System fault, Monitor data abnormal, Consult or Other           |
|                          | SN                               | Yes      | Device serial number, supports barcode scanning                 |
|                          | Description                      | Yes      | Problem Description                                             |
| Contact Person           | Contact Person                   | Yes      | Contact Person's name, prefilled by default.                    |
|                          | Contact Number                   | Yes      | Contact Number, prefilled by default.                           |
|                          | Email Address                    | Yes      | Email address, prefilled by default.                            |
| Address                  | Province/State                   | Yes      | Province/State                                                  |
|                          | City                             | Yes      | City                                                            |
|                          | Detailed Address                 | Yes      | Address                                                         |
|                          | Post code                        | Yes      | Post code                                                       |
| Attachment               | Attachment                       | No       | Supports uploading multiple images                              |

<img src="/files/ae13834fc464e3e16ed428fea60470f48827b6d4" alt="Submit Complaint" width="188">

#### Confirm Before Submission

1. Read the EU Data Privacy Statement at the bottom.
2. Tick to confirm that customer consent has been obtained to submit the complaint on their behalf.
3. Tap **Submit**.

### View My Tickets (My Feedback)

Tap **My Feedback** Card, open the ticket list.

| Tab            | Colour | Description                                          |
| -------------- | ------ | ---------------------------------------------------- |
| **Pending**    | Red    | Pending Tickets                                      |
| **Processing** | Yellow | Tickets in progress, including the CAS ticket number |
| **Completed**  | Green  | Completed Tickets                                    |

<img src="/files/b97c25c98f84f1c6f1f2c74e78584912ca0c6acb" alt="Ticket List" width="188">

#### Ticket Details

Click any ticket to open **Complaint Details** Page. The page includes:

* **Basic Information**: Type, Description, Ticket number, SN
* **Attachment**: Uploaded images and screenshots
* **Customer Information**: Address and contact details
* **Spare Part Delivery Information**: Recipient and address
* **On-site Service Priority Allocation**: Can be ticked to prioritise assignment to yourself
* **Processing Record**: Full timeline
* **Comment Replies**: Communication record with the handler

At the bottom of the page **Leave a comment** Comments can be added.

<img src="/files/968694ee4d565ce7a9f73ed95a26a63fff52a59f" alt="Ticket Details" width="188">

### Information Centre (Information Center)

At the bottom of the Service Home Page **Information Centre** Provides downloads of product technical documentation.

Can be switched by the following product types:

* **System**: System products
* **BAT**: Battery
* **EV Charger**: EV Charger
* **Meter**: Meter
* **Accessories**: Accessories

The following documents are available for each product:

* Installation Manual
* Datasheet
* User Manual
* Video Tutorials

<img src="/files/39c0231c315130fac493533479e12161a8032bb0" alt="Product Documentation" width="188">


---

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