Expert Support & OEM Services
Welcome to our Customer Support. This is designed for our professional partners and customers who require deep technical insights and advanced troubleshooting.
Exclusive access
This service is available strictly for registered gridX customers and official partners. If you have a XENON account, log in to receive personalised support and access to exclusive content
How we support you
At gridX, we combine cutting-edge AI with deep human expertise to ensure your energy systems run smoothly around the clock.
Meet Joules – Our AI Specialist
Joules is the newest member of our team, designed to give you answers when you need them most—right now.
24/7 Availability: No office hours, no weekends off. Joules is always here for you.
Zero Wait Time: Get instant answers to your questions without waiting in a queue.
Continuously Evolving: Joules is trained daily on our latest documentation to provide the most accurate help possible.
Seamless Transition: If a case gets too complex, Joules will automatically (or upon your request) collect all necessary details and hand over it kind of a ticket to our human team.
The gridX Support Team
While Joules handles the speed, our human experts provide the depth.
Specialist Expertise: Our team steps in for "special cases" that require a deep technical dive or individual troubleshooting.
Human Touch: For those tricky situations where Joules hasn't been trained yet, our experts are here to guide you.
Office Hours: We are available to assist you personally during our standard support hours.
Available Channels
You have the choice. Our AI-Agent is able to help you out on multiple channels today and more are planned to provide later already.
💬 The Chat
Our fastest lane. Chat with Joules 24/7 directly here in the Help Center. Get instant answers to standard questions and investigations, or let Joules bridge the gap to our human expert team during business hours for more complex cases.
Perfect for the "big picture." If you have detailed logs, multiple screenshots, or complex project inquiries, send us an email. Our human support team handles these cases with the technical depth they deserve and will get back to you as soon as possible.
☎️ Hotline
For those times when a real conversation is the quickest way forward. Reach our technical experts directly during our standard support hours for urgent matters or high-level OEM coordination.
📠 Fax
Just kidding. While some (German) authorities might still offer this "vintage" service, we don’t—and for good reason. At gridX, we are fully committed to digitalization and top-tier data protection. By today’s standards, fax simply doesn’t measure up and stands in the way of truly efficient digital services.