Contacting Support
If you encounter any issues with the platform, we invite you to reach out using one the following options:
Help Center
Please refer to a complete knowledge base, which describes a range of platform workflows—from running reports to leveraging telemetry—and includes a library of wiring schematics, FAQs, and more.
We also publish release notes and system announcements in the help center.
Email Us
Email a request to support@energyservices.generac.com. Be sure to include as much information as possible about any issues you are encountering as well as your organization. Our support team will prioritize the request and provide assistance promptly.
For immediate assistance with critical issues, call our support hotline at 1-888-234-3212 during business hours to speak with a support representative directly.
Knowledge Base
Find topics on hardware installations, relevant to the gateway experience, and articles on user administration, reports, and more.
Hardware guides: Check this section for a list of quick guides supporting panel equipment. These offer wiring and other connectivity instructions on the industrial generator equipment.
User Management: Check this section for coverage on new accounts, temporary account disablement, and user removal.
Platform Operations: Articles in this section provide details on daily operations, including remote control and dispatch, alarms, scheduling events, and more.
To reach Support for other Generac products, including residential standby power, portable power, clean energy, and more, https://www.generac.com/about/contact-us/. Phone support is available for the US and Canada at 1-888-Generac (436-3722).