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Support
Talk to an engineer,
not a queue.
Service technicians answer the line. Contract customers get 24/7 escalation for anything on a running floor.
Contact
Reach us.
- Emailsupport@aurelia-ics.example
- Phone1-800-PLC-HELP
- HoursMon–Fri 06:00–22:00 ET · 24/7 for contract customers
- FirmwareCurrent release 4.2.1 · release notes on request
Commercial Portal
Client Account Portal
Access your commercial billing invoices, SLA agreements, and support contract management. Notice: Plant engineering workstations and shop-floor controllers are managed separately on internal operational gateways.
Client portalCommercial client credentials are provided by your regional sales manager.
Before you call
Have these ready.
The faster we can identify the station, the faster we can pull its config and history.
Device ID and model
Found on the front plate and in device.conf: for example
SCADA-HMI-XP, firmware 4.2.1.
Support contract number
Printed on your AUR-SUP-247 agreement. It also unlocks 24/7 escalation outside business hours.
Register or alarm that moved
Register numbers (40001 and up), alarm text, and roughly when it started. A screenshot of the HMI panel helps.
Looking for service documentation?
Specifications, register mapping, and API documentation are available in the technical docs.