Contact & Support
Get help with a charging or BMS test
Get help with your charging or battery management system (BMS) test. Tell us what you expected, what happened and which system you used. Include the configuration and recording so we can investigate the same conditions.
Bring the test conditions and recordings together.
Application Support
Use the recorded test conditions to investigate an unexpected result.
comemso system
System
Context
- Release
Version
- DUT
Identity
- Reproduce
Same case
- Evidence
Trace
- Action
Verified
Service scope · Evidence · Responsibility
01 / Contact & Support
Find the right team for your question
Describe what you need to clarify so we can direct the request to the responsible team.
Operation and setup
Get help with a released function, connection, project setup, configuration or normal operating sequence.
Unexpected test result
Send a repeatable deviation with the configuration, DUT (device under test), expected behaviour and recorded evidence.
Suspected equipment issue
Product service or calibration handles damage, failed self-checks, unusual equipment behaviour and measurement concerns.
New capability or integration
Requests for a new standard, hardware interface, automation function or third-party device are handled as enhancement requests.
- System and release known
- Expected workflow identified
- Question reproducible without hardware service
- Expected versus actual
- Time-correlated evidence
- Repeatability and boundary stated
- Stop if safety is uncertain
- Record as-found state
02 / Contact & Support
What to include in your support request
Product name, serial number, hardware generation, modules, accessories and recent physical changes.
Software, firmware, domain module, Test Library and relevant configuration version.
Device, role, connector, protocol, power path, test direction and third-party equipment.
Describe the prerequisites, exact steps, timestamp and frequency. Note whether another DUT or configuration changes the result.
The expected state, message, measurement, verdict or workflow outcome and its technical basis.
Project export, report, trace, screenshot, error text, logs and time-correlated measurements.
03 / Contact & Support
Reproduce the result and agree the next step
Confirm intake
We check whether the system, release, DUT, recorded evidence and safety state provide enough information for analysis.
Reproduce or delimit
We investigate whether the result is repeatable and whether it follows the DUT, configuration, interface or equipment.
Compare the baseline
We compare the result with the released workflow, known conditions, expected states and relevant documentation.
Form a hypothesis
We look for the technical explanation that best fits the evidence.
Request targeted evidence
We request the additional trace, measurement or configuration needed to test that explanation.
Close or reroute
We resolve the application question or pass the case, with its context, to product service, calibration, custom engineering or consulting.
04 / Contact & Support
How Application Support and specialists work together
Application Support helps you understand and use the released workflow. The table explains responsibilities for the related technical and service topics.
On smaller screens, scroll the table horizontally to see every column.
| Topic | Support contribution | Responsibility and conditions |
|---|---|---|
| Official standards | Support can explain product use in the relevant context. | The official document and approved edition remain authoritative. |
| Compliance or certification | Support can help prepare and understand evidence. | Only the competent test or certification body issues the formal decision. |
| Customer DUT design | Support can analyse interaction with the test system. | The customer retains design and safety responsibility for the DUT. |
| Third-party equipment | Support can review a defined interface where released. | Compatibility and ownership must be agreed. Undocumented control is not implied. |
| Remote action | Remote review can accelerate analysis. | Local interlocks, emergency controls and qualified personnel remain authoritative. |
| Response and availability | The public route accepts requests. | SLA, hours, on-site service and escalation depend on the contract and region. |
05 / Contact & Support
Find documentation and contacts for your test system
Use documentation for the current product release. Dated historical documents provide context; current release information determines which functions apply.
Product Page
Check the intended system role, released configuration and product scope.
Supported Standards
Identify document, part, edition, DUT role and technical layer.
Knowledge Center
Find test methods, terminology and topic routes.
Resources Library
Find current resources and clearly dated historical documents.
E-learning Portal
Use the product and application training content included in your entitlement.
Firmware Update
Ask support for guidance on current firmware and software updates.
06 / Contact & Support
Send your request to comemso Support
Contact the support team or comemso North America Corp. for projects in Germany and North America. You can also use the contact form if email is unsuitable. Contract-specific contact channels remain valid.
08 / Contact & Support
Discuss your test result with comemso
FAQ
Frequently asked questions
What is Application Support?
Application Support helps with released test-system setup, reproducibility, evidence interpretation and application-specific workflows. We review the system, release, DUT and observed result together to identify the next action.
What information should be included in a support request?
Send the product and serial number, hardware and software versions, configuration, DUT and test direction. Include the exact steps, expected and actual behaviour, logs, reports, traces, screenshots and current safety state.
Can support analyse a screenshot without the project or trace?
A screenshot can show the symptom. To investigate it, we also need configuration, timing and context. Please include the project, report, trace or relevant export wherever possible.
What should I do if equipment safety is uncertain?
Stop operation, move the system to the applicable safe state, preserve the as-found condition and follow local safety procedures. Do not continue remote troubleshooting through an unsafe electrical condition.
Does support confirm that my DUT complies with a standard?
No. Support can help operate the system and understand evidence. Formal compliance or certification decisions belong to the competent test or certification body and the applicable approved scope.
Can Application Support change the software or add a function?
A support case can reveal a defect, configuration issue or enhancement need. Product management or Custom Solutions handles new functions, interfaces and project-specific changes, with a separate feasibility and release review.
What does this service include, and what should we agree in advance?
Confirm the system, release and reproducible issue before troubleshooting. The answers below explain the service scope, information needed, screenshot limits and safe operation.
Prepare your support request
Bring the test conditions and recordings together
Collect the information and recordings listed above before contacting support.