When Should I Escalate an EBOSS Support Issue to Applications or Sales Support?
Overview
Some product support issues—especially those involving EBOSS hybrid systems—require specialized technical knowledge and coordination. This guide outlines when and how to escalate these issues to ANA's Applications and Sales Support teams to ensure faster resolution and expert handling.
When to Escalate to Applications or Sales Support
The following situations may require involvement from ANA’s specialized support teams:
1. Non-Standard Site Setup or Custom Configuration
- Remote site requiring special control logic or integration.
- Energy storage system not performing within expected parameters.
2. SCADA or Remote Monitoring Issues
- Communication problems with remote monitoring dashboards.
- Inability to track KPIs or receive alerts in real-time.
3. Hybrid Load Management Troubleshooting
- EBOSS system not balancing loads between generator and battery.
- Inverter not functioning properly under varying load conditions.
4. Advanced Integration Requests
- EBOSS system needs to be integrated with third-party equipment (solar, BESS, telemetry).
- Site planning requiring dual or parallel EBOSS configuration.
5. Pre-Commissioning Consultations
- Support required for EBOSS delivery, customer training, and deployment.
- Review of project specs or compatibility before startup.
How to Escalate
Contact ANA Technical Support:
Service and Support – Opt 3
support@anacorp.com
State that this is an EBOSS or hybrid application support request. Be ready to provide:
- Customer name and project/site location.
- Unit model and serial number.
- Description of the issue.
- Photos or screenshots (if available).
Response Timeline
| Issue Type | Response Time |
|---|---|
| Basic Configuration or Training | Within 1 business day |
| Troubleshooting / Diagnostics Required | 24–48 hours |
| Site Walkthrough / Engineering Support | 2–3 business days |
Additional Resources
Note: For urgent or time-sensitive issues, call the ANA Support Line and reference the unit as an EBOSS system to route directly to the appropriate team.