Support & Contact¶

Need help with your Intellija Gateway? We're here to assist!

Before Contacting Support¶

Try these resources first:

1. Check This Manual¶

2. Check System Logs¶

Access logs to diagnose issues:

# View recent logs
tail -f /var/log/intellija-gateway/gateway.log

# Search for errors
grep "ERROR" /var/log/intellija-gateway/gateway.log

# System service logs
sudo journalctl -u intellija-gateway -f

3. REST API Documentation¶

Access the built-in Swagger documentation:

http://your-gateway:3000/swagger

4. Check Gateway Status¶

Verify the gateway is running:

systemctl status intellija-gateway
ps aux | grep intellija-gateway

Support Channels¶

Email Support¶

📧 support@yourdomain.com

Response Time: - Critical issues: 4 hours - High priority: 1 business day - Normal priority: 2 business days

When emailing, include: - Gateway version - Operating system details - Error messages or screenshots - Steps to reproduce the issue - Log excerpts (relevant sections only)

Technical Support Portal¶

🌐 https://support.yourdomain.com

Submit and track support tickets
Access knowledge base
Download software updates
View system announcements

Phone Support (Enterprise Only)¶

📞 +1-XXX-XXX-XXXX

Hours: Monday-Friday, 8 AM - 6 PM EST

Available for: - Critical production outages - Emergency assistance - Enterprise license holders

Getting Help Effectively¶

For Bug Reports¶

Include:

Exact error message
Steps to reproduce:
What you did
What you expected
What actually happened
Gateway version: Check About page or logs
Environment:
OS version
Database version
Number of devices/tags
Log excerpts: Relevant sections around error time
Screenshots: If UI-related

For Feature Requests¶

Tell us:

What you're trying to accomplish (the goal)
Why current features don't meet your need
How you'd like it to work (your ideal solution)
Business impact (critical, nice-to-have, etc.)

For Configuration Help¶

Provide:

What you're trying to configure (device, tag, broker, etc.)
Device/equipment details (make, model, Modbus specifics)
Current behavior vs. desired behavior
Screenshots of your configuration
Any error messages

Self-Service Resources¶

Documentation¶

User Manual: You're reading it!
API Reference: /swagger endpoint
Technical Specs: Sparkplug Reference

Video Tutorials (Coming Soon)¶

Getting Started
Device Configuration
Tag Setup
Template Creation
Troubleshooting Tips

Community Forum (Coming Soon)¶

Share configurations
Ask questions
Learn from other users
Share templates

Professional Services¶

Installation & Setup¶

Our team can: - Install and configure the gateway - Set up SSO authentication - Configure initial devices - Create custom templates - Train your team

Integration Services¶

We can help integrate with: - Custom SCADA systems - Enterprise MES platforms - Cloud IoT platforms - Third-party applications

Custom Development¶

Available for: - Custom protocols - Special data transformations - Integration modules - Custom reporting

Contact: sales@yourdomain.com

Training¶

Online Training¶

Self-paced courses
Video tutorials
Configuration examples
Best practices

On-Site Training¶

Customized for your environment
Hands-on labs
Device-specific scenarios
Available worldwide

Inquire: training@yourdomain.com

Feedback¶

Improve This Manual¶

Found an error or unclear section? - Email: docs@yourdomain.com - Include page name and suggestion

Product Feedback¶

Help us improve: - Feature ideas - Usability suggestions - Performance observations

Send to: product@yourdomain.com

Version Information¶

To find your gateway version:

Web UI: Click user menu → About
Command line:
```
./intellija-gateway --version
```
Logs: Version appears in startup messages

Frequently Asked Questions¶

Can I run multiple gateways?¶

Yes! Deploy multiple gateway instances for: - High availability - Load distribution - Geographic separation

Use different Edge Node IDs for each instance.

What devices are supported?¶

Any device supporting Modbus TCP protocol. Common devices: - PLCs (Allen-Bradley, Siemens, Schneider, etc.) - VFDs (ABB, Danfoss, Yaskawa, etc.) - Power meters - Temperature controllers - Flow meters - Custom Modbus devices

Can I monitor devices on different networks?¶

Yes, if the gateway can route to those networks. Consider: - VPN connections - Multiple network interfaces - Network routing configuration

How many devices can one gateway handle?¶

Depends on: - Device count: 10-100+ typical - Tags per device: Unlimited - Polling rates: Balance based on CPU/network - Hardware specifications

See System Requirements for scaling guidance.

Is my data secure?¶

Yes, multiple security layers: - SSO authentication - Multi-tenant isolation - TLS encryption (MQTT/HTTPS) - Role-based access control - Audit logging

See Security & Authentication for details.

Can I export my configuration?¶

Device templates can be exported to JSON. For full system backup: - PostgreSQL database dump - Configuration file backup

What if my MQTT broker goes offline?¶

Built-in broker redundancy: - Automatic failover to secondary broker - Backfill queue stores data during outages - Automatic reconnection and data replay

See Broker Redundancy.

Can I control devices remotely?¶

Yes, via Sparkplug DCMD commands: - Write values to Modbus registers - Trigger burst polling - Send control commands

See Remote Commands.

How do I upgrade to a new version?¶

Back up database
Stop gateway service
Replace binary
Run any migration scripts
Start gateway service
Verify operation

Detailed upgrade instructions provided with each release.

Where is my data stored?¶

Configuration: PostgreSQL database
Real-time data: Memory (published to MQTT)
Command logs: PostgreSQL database
Backfill queue: PostgreSQL database

The gateway is not a historian - subscribe to MQTT for data persistence.

Emergency Support Contacts¶

Critical Production Outage: - Email: emergency@yourdomain.com - Phone: +1-XXX-XXX-XXXX (24/7 for enterprise)

Security Issues: - Email: security@yourdomain.com - PGP key available on request

Thank you for using Intellija Gateway! We're committed to your success.