Even with robust diagnostic tools, some issues require escalation to vendor technical support. Clear, complete communication shortens resolution time and ensures safe operation.

When to Escalate

Escalation is appropriate when:

• Documented troubleshooting steps fail to resolve the issue.

• Safety interlocks trigger repeatedly without cause.

• Optimization algorithms misbehave despite correct parameterization.

• Firmware or hardware inconsistencies are detected.

Preparing an Escalation Package

Before contacting support, prepare a complete escalation package:

1. System Identification

   • Serial numbers of all controllers.

   • Firmware versions (from sg_fwcheck).

2. Error Evidence

   • Logs from the last 24–48 hours.

   • SCADA screenshots showing anomalies.

   • Alarm codes and timestamps.

3. Troubleshooting Actions

   • List all corrective steps attempted.

   • Indicate whether the issue is reproducible.

4. Environmental Context

   • Site type (microgrid, industrial plant, renewable farm).

   • Ambient temperature, humidity, and other site conditions.

Contacting Support

Support Channels:

• Web Portal: [Support Portal URL]

• Email: support@smartgrid.example

• Phone: +1 800-555-1234 (24/7 hotline for critical issues)

Expected Response Times:

• Critical (safety or outage): < 2 hours.

• High (system instability): < 8 hours.

• Medium (optimization issues): < 2 business days.

• Low (general inquiries): < 5 business days.

Escalation Workflow

1. Local Troubleshooting Attempt

   • Apply documented fixes from this guide.

   • Record actions and outcomes.

2. Internal Review

   • Have a second engineer verify findings.

   • Ensure issue is not configuration-related.

3. Escalation Submission

   • Submit escalation package via portal/email.

   • Call hotline for critical cases.

4. Vendor Engagement

   • Support provides case ID.

   • Remote diagnostic session may be initiated.

   • Replacement hardware shipped if required.

Support Case Study

Scenario: A renewable plant reports repeated SAF-350 overcurrent alarms with no visible load increase.

• Local Actions Taken: Checked breakers, wiring, and SCADA configuration. No anomalies found.

• Escalation Package Submitted: Logs, SCADA screenshots, relay test results.

• Vendor Response: Identified firmware bug causing false overcurrent detection under specific harmonic conditions.

• Resolution: Firmware patch issued; plant resumed stable operation.

Post-Escalation Practices

• Update Documentation: Add new knowledge to local troubleshooting guide.

• Review with Staff: Share lessons learned across the team.

• Close the Loop: Confirm system stability after vendor fix.