{"id":16562,"date":"2023-09-28T16:38:18","date_gmt":"2023-09-28T14:38:18","guid":{"rendered":"https:\/\/silla.industries\/support-2\/"},"modified":"2025-06-30T23:01:17","modified_gmt":"2025-06-30T21:01:17","slug":"support-2","status":"publish","type":"page","link":"https:\/\/silla.industries\/en\/support-2\/","title":{"rendered":"New support request"},"content":{"rendered":"\n<div class=\"wp-block-columns alignfull are-vertically-aligned-center is-layout-flex wp-container-core-columns-is-layout-54150e03 wp-block-columns-is-layout-flex\" style=\"border-bottom-color:var(--wp--preset--color--subtle-background);border-bottom-width:1px;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px\">\n<div class=\"wp-block-column is-vertically-aligned-center tw-mb-4 tw-mt-4 is-layout-flow wp-block-column-is-layout-flow\" style=\"--col-width:35%;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;flex-basis:35%\">\n<div class=\"wp-block-group tw-mt-0 tw-mb-0 is-content-justification-right is-nowrap is-layout-flex wp-container-core-group-is-layout-ff158cd7 wp-block-group-is-layout-flex\" style=\"padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px\">\n<figure class=\"wp-block-image size-large is-resized tw-mb-0 tw-mt-0\"><a href=\"http:\/\/silla.industries\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"301\" src=\"https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-1024x301.png\" alt=\"\" class=\"wp-image-16657\" style=\"width:200px;height:undefinedpx\" srcset=\"https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-1024x301.png 1024w, https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-300x88.png 300w, https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-768x225.png 768w, https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-1536x451.png 1536w, https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-1200x352.png 1200w, https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-1980x581.png 1980w, https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-1320x387.png 1320w, https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero-600x176.png 600w, https:\/\/silla.industries\/wp-content\/uploads\/2023\/10\/Silla.industries-logo-RGB-nero.png 2000w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div class=\"wp-block-uagb-separator uagb-block-e85631e2\"><div class=\"wp-block-uagb-separator__inner\" style=\"--my-background-image:\"><\/div><\/div>\n\n\n\n<p class=\"tw-mb-0 tw-mt-0 has-normal-font-size\"><strong><a style=\"text-decoration:none;color:black;font-size: 16pt;\" href=\"http:\/\/silla.industries\" data-type=\"link\" data-id=\"http:\/\/silla.industries\">Support<\/a><\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"--col-width:40%;flex-basis:40%\">\n<div class=\"wp-block-group is-content-justification-left is-nowrap is-layout-flex wp-container-core-group-is-layout-fc9f69e7 wp-block-group-is-layout-flex\">\n<p class=\"has-text-color\" style=\"color:#334155\"><a style=\"text-decoration:none;\" href=\"https:\/\/silla.industries\" data-type=\"link\" data-id=\"https:\/\/silla.industries\">Home<\/a><\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#334155\"><a style=\"text-decoration:none;\" href=\"https:\/\/silla.industries\/contatti\" data-type=\"link\" data-id=\"https:\/\/silla.industries\/contatti\">Contacts<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/silla.industries\/en\/support-2\/\" data-type=\"link\" data-id=\"https:\/\/silla.industries\/assistenza\">Request support<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n<h1 class=\"wp-block-heading alignwide has-text-align-center\">New support request<\/h1>\n\n<p>*** WE ARE EXPERIENCING PROBLEMS OPENING TICKETS, PLEASE CONTACT SUPPORT VIA WHATSAPP 339 99 07 755***<\/p>\n\n<p>Please fill in the form below to request assistance. Please describe the problem in as much detail as possible to enable us to be quicker in resolving your request.<\/p>\n\n<p>Technical support responds within 24 business hours; if you do not see an email in your inbox within this period, check your junk (spam) folder.<\/p>\n<style id=\"wpforms-css-vars-15344\">\n\t\t\t\t#wpforms-15344 {\n\t\t\t\t\n\t\t\t}\n\t\t\t<\/style><div class=\"wpforms-container wpforms-container-full wpforms-render-modern\" id=\"wpforms-15344\"><form id=\"wpforms-form-15344\" class=\"wpforms-validate wpforms-form\" data-formid=\"15344\" method=\"post\" enctype=\"multipart\/form-data\" action=\"\/en\/wp-json\/wp\/v2\/pages\/16562?wpforms_form_id=15344\" data-token=\"c35f283816e17a94f8af4a34ee694019\" data-token-time=\"1778537955\"><noscript class=\"wpforms-error-noscript\">Please enable JavaScript in your browser to complete this form.<\/noscript><div id=\"wpforms-error-noscript\" style=\"display: none;\">Please enable JavaScript in your browser to complete this form.<\/div><div class=\"wpforms-field-container\"><div id=\"wpforms-15344-field_1-container\" class=\"wpforms-field wpforms-field-name\" data-field-id=\"1\"><fieldset><legend class=\"wpforms-field-label\">Name <span class=\"wpforms-required-label\" aria-hidden=\"true\">*<\/span><\/legend><div class=\"wpforms-field-row wpforms-field-medium\"><div class=\"wpforms-field-row-block wpforms-first wpforms-one-half\"><input type=\"text\" id=\"wpforms-15344-field_1\" class=\"wpforms-field-name-first wpforms-field-required\" name=\"wpforms[fields][1][first]\" aria-errormessage=\"wpforms-15344-field_1-error\" required><label for=\"wpforms-15344-field_1\" class=\"wpforms-field-sublabel after\">Name<\/label><\/div><div class=\"wpforms-field-row-block wpforms-one-half\"><input type=\"text\" id=\"wpforms-15344-field_1-last\" class=\"wpforms-field-name-last wpforms-field-required\" name=\"wpforms[fields][1][last]\" aria-errormessage=\"wpforms-15344-field_1-last-error\" required><label for=\"wpforms-15344-field_1-last\" class=\"wpforms-field-sublabel after\">Last name<\/label><\/div><\/div><\/fieldset><\/div><div id=\"wpforms-15344-field_2-container\" class=\"wpforms-field wpforms-field-email\" data-field-id=\"2\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_2\">Email <span class=\"wpforms-required-label\" aria-hidden=\"true\">*<\/span><\/label><input type=\"email\" id=\"wpforms-15344-field_2\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][2]\" spellcheck=\"false\" aria-errormessage=\"wpforms-15344-field_2-error\" required><\/div><div id=\"wpforms-15344-field_6-container\" class=\"wpforms-field wpforms-field-phone\" data-field-id=\"6\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_6\">Phone <span class=\"wpforms-required-label\" aria-hidden=\"true\">*<\/span><\/label><input type=\"tel\" id=\"wpforms-15344-field_6\" class=\"wpforms-field-small wpforms-field-required\" data-rule-int-phone-field=\"true\" name=\"wpforms[fields][6]\" aria-label=\"Phone\" aria-errormessage=\"wpforms-15344-field_6-error\" required><\/div><div id=\"wpforms-15344-field_8-container\" class=\"wpforms-field wpforms-field-radio notvisible wpforms-list-inline wpforms-conditional-trigger\" data-field-id=\"8\"><fieldset><legend class=\"wpforms-field-label\">Type of request<\/legend><ul id=\"wpforms-15344-field_8\"><li class=\"choice-1 depth-1\"><input type=\"radio\" id=\"wpforms-15344-field_8_1\" name=\"wpforms[fields][8]\" value=\"Support\" aria-errormessage=\"wpforms-15344-field_8_1-error\"  ><label class=\"wpforms-field-label-inline\" for=\"wpforms-15344-field_8_1\">Support<\/label><\/li><li class=\"choice-2 depth-1\"><input type=\"radio\" id=\"wpforms-15344-field_8_2\" name=\"wpforms[fields][8]\" value=\"Problem\" aria-errormessage=\"wpforms-15344-field_8_2-error\"  ><label class=\"wpforms-field-label-inline\" for=\"wpforms-15344-field_8_2\">Problem<\/label><\/li><\/ul><\/fieldset><\/div><div id=\"wpforms-15344-field_12-container\" class=\"wpforms-field wpforms-field-radio notvisible wpforms-list-inline wpforms-conditional-field wpforms-conditional-show\" data-field-id=\"12\" style=\"display:none;\"><fieldset><legend class=\"wpforms-field-label\">What do you need support for?<\/legend><ul id=\"wpforms-15344-field_12\"><li class=\"choice-1 depth-1\"><input type=\"radio\" id=\"wpforms-15344-field_12_1\" name=\"wpforms[fields][12]\" value=\"Installation\" aria-errormessage=\"wpforms-15344-field_12_1-error\"  ><label class=\"wpforms-field-label-inline\" for=\"wpforms-15344-field_12_1\">Installation<\/label><\/li><li class=\"choice-2 depth-1\"><input type=\"radio\" id=\"wpforms-15344-field_12_2\" name=\"wpforms[fields][12]\" value=\"Configuration\" aria-errormessage=\"wpforms-15344-field_12_2-error\"  ><label class=\"wpforms-field-label-inline\" for=\"wpforms-15344-field_12_2\">Configuration<\/label><\/li><li class=\"choice-3 depth-1\"><input type=\"radio\" id=\"wpforms-15344-field_12_3\" name=\"wpforms[fields][12]\" value=\"More\" aria-errormessage=\"wpforms-15344-field_12_3-error\"  ><label class=\"wpforms-field-label-inline\" for=\"wpforms-15344-field_12_3\">More<\/label><\/li><\/ul><\/fieldset><\/div><div id=\"wpforms-15344-field_9-container\" class=\"wpforms-field wpforms-field-text\" data-field-id=\"9\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_9\">Prism Serial Number <span class=\"wpforms-required-label\" aria-hidden=\"true\">*<\/span><\/label><input type=\"text\" id=\"wpforms-15344-field_9\" class=\"wpforms-field-small wpforms-field-required wpforms-masked-input\" data-rule-inputmask-incomplete=\"1\" data-inputmask-mask=\"A99999\" name=\"wpforms[fields][9]\" placeholder=\"Ex. A12345\" aria-errormessage=\"wpforms-15344-field_9-error\" aria-describedby=\"wpforms-15344-field_9-description\" required><div id=\"wpforms-15344-field_9-description\" class=\"wpforms-field-description\">The Prism serial number is available on the label affixed to the outside of the product. This information helps us to be faster in solving the problem. Note: In case of clusters, please specify the Primary Prism serial number.  <\/div><\/div><div id=\"wpforms-15344-field_20-container\" class=\"wpforms-field wpforms-field-select wpforms-conditional-field wpforms-conditional-show wpforms-conditional-trigger wpforms-field-select-style-classic\" data-field-id=\"20\" style=\"display:none;\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_20\">What kind of problem are you experiencing?<\/label><select id=\"wpforms-15344-field_20\" class=\"wpforms-field-medium\" name=\"wpforms[fields][20]\"><option value=\"Connection\"  class=\"choice-1 depth-1\"  >Connection<\/option><option value=\"Balancing\"  class=\"choice-2 depth-1\"  >Balancing<\/option><option value=\"Recharge\"  class=\"choice-3 depth-1\"  >Recharge<\/option><option value=\"Car\"  class=\"choice-4 depth-1\"  >Car<\/option><option value=\"My Silla\"  class=\"choice-5 depth-1\"  >My Silla<\/option><option value=\"OCPP\"  class=\"choice-6 depth-1\"  >OCPP<\/option><option value=\"Tesla Powerwall Gateway 2\"  class=\"choice-7 depth-1\"  >Tesla Powerwall Gateway 2<\/option><option value=\"Arera\"  class=\"choice-8 depth-1\"  >Arera<\/option><option value=\"Card\"  class=\"choice-9 depth-1\"  >Card<\/option><option value=\"Ho.Re.Ca.\"  class=\"choice-10 depth-1\"  >Ho.Re.Ca.<\/option><option value=\"Credential retrieval\"  class=\"choice-11 depth-1\"  >Credential retrieval<\/option><option value=\"More\"  class=\"choice-12 depth-1\"  >More<\/option><\/select><\/div><div id=\"wpforms-15344-field_21-container\" class=\"wpforms-field wpforms-field-select wpforms-conditional-field wpforms-conditional-show wpforms-field-select-style-classic\" data-field-id=\"21\" style=\"display:none;\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_21\">Detail of the connection problem<\/label><select id=\"wpforms-15344-field_21\" class=\"wpforms-field-medium\" name=\"wpforms[fields][21]\"><option value=\"Unstable connection\"  class=\"choice-1 depth-1\"  >Unstable connection<\/option><option value=\"Repeater connection\"  class=\"choice-2 depth-1\"  >Repeater connection<\/option><option value=\"Prism offline\"  class=\"choice-3 depth-1\"  >Prism offline<\/option><option value=\"AP Prism not visible\"  class=\"choice-4 depth-1\"  >AP Prism not visible<\/option><\/select><\/div><div id=\"wpforms-15344-field_22-container\" class=\"wpforms-field wpforms-field-select wpforms-conditional-field wpforms-conditional-show wpforms-field-select-style-classic\" data-field-id=\"22\" style=\"display:none;\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_22\">Detail of the balancing problem<\/label><select id=\"wpforms-15344-field_22\" class=\"wpforms-field-medium\" name=\"wpforms[fields][22]\"><option value=\"Withdrawal from the grid in Solar\"  class=\"choice-1 depth-1\"  >Withdrawal from the grid in Solar<\/option><option value=\"Charge in &quot;Waiting&quot;\"  class=\"choice-2 depth-1\"  >Charge in \"Waiting\"<\/option><option value=\"Charging in &quot;Waiting for power&quot;\"  class=\"choice-3 depth-1\"  >Charging in \"Waiting for power\"<\/option><option value=\"Counter detachment\"  class=\"choice-4 depth-1\"  >Counter detachment<\/option><option value=\"Limited charging current\"  class=\"choice-13 depth-1\"  >Limited charging current<\/option><option value=\"Voltage drop\"  class=\"choice-14 depth-1\"  >Voltage drop<\/option><\/select><\/div><div id=\"wpforms-15344-field_23-container\" class=\"wpforms-field wpforms-field-select wpforms-conditional-field wpforms-conditional-show wpforms-field-select-style-classic\" data-field-id=\"23\" style=\"display:none;\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_23\">Detail of the problem with My Silla<\/label><select id=\"wpforms-15344-field_23\" class=\"wpforms-field-medium\" name=\"wpforms[fields][23]\"><option value=\"Night\"  class=\"choice-1 depth-1\"  >Night<\/option><option value=\"Recharge report\"  class=\"choice-2 depth-1\"  >Recharge report<\/option><\/select><\/div>\t\t<div id=\"wpforms-15344-field_3-container\"\n\t\t\tclass=\"wpforms-field wpforms-field-text\"\n\t\t\tdata-field-type=\"text\"\n\t\t\tdata-field-id=\"3\"\n\t\t\t>\n\t\t\t<label class=\"wpforms-field-label\" for=\"wpforms-15344-field_3\" >are Phone Detail<\/label>\n\t\t\t<input type=\"text\" id=\"wpforms-15344-field_3\" class=\"wpforms-field-medium\" name=\"wpforms[fields][3]\" >\n\t\t<\/div>\n\t\t<div id=\"wpforms-15344-field_18-container\" class=\"wpforms-field wpforms-field-select wpforms-conditional-field wpforms-conditional-show wpforms-field-select-style-classic\" data-field-id=\"18\" style=\"display:none;\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_18\">Model<\/label><select id=\"wpforms-15344-field_18\" class=\"wpforms-field-medium\" name=\"wpforms[fields][18]\"><option value=\"Audi\"  class=\"choice-1 depth-1\"  >Audi<\/option><option value=\"Dacia\"  class=\"choice-2 depth-1\"  >Dacia<\/option><option value=\"Citroen\"  class=\"choice-3 depth-1\"  >Citroen<\/option><option value=\"Fiat\"  class=\"choice-4 depth-1\"  >Fiat<\/option><option value=\"Hyundai\"  class=\"choice-8 depth-1\"  >Hyundai<\/option><option value=\"Kia\"  class=\"choice-10 depth-1\"  >Kia<\/option><option value=\"Mercedes\"  class=\"choice-5 depth-1\"  >Mercedes<\/option><option value=\"Nissan\"  class=\"choice-6 depth-1\"  >Nissan<\/option><option value=\"Opel\"  class=\"choice-7 depth-1\"  >Opel<\/option><option value=\"Peugeot\"  class=\"choice-9 depth-1\"  >Peugeot<\/option><option value=\"Tesla\"  class=\"choice-11 depth-1\"  >Tesla<\/option><option value=\"Volkwagen\"  class=\"choice-12 depth-1\"  >Volkwagen<\/option><\/select><\/div><div id=\"wpforms-15344-field_10-container\" class=\"wpforms-field wpforms-field-radio wpforms-list-inline\" data-field-id=\"10\"><fieldset><legend class=\"wpforms-field-label\">I am a... <span class=\"wpforms-required-label\" aria-hidden=\"true\">*<\/span><\/legend><ul id=\"wpforms-15344-field_10\" class=\"wpforms-field-required\"><li class=\"choice-1 depth-1\"><input type=\"radio\" id=\"wpforms-15344-field_10_1\" name=\"wpforms[fields][10]\" value=\"Installer\" aria-errormessage=\"wpforms-15344-field_10_1-error\" required ><label class=\"wpforms-field-label-inline\" for=\"wpforms-15344-field_10_1\">Installer<\/label><\/li><li class=\"choice-2 depth-1\"><input type=\"radio\" id=\"wpforms-15344-field_10_2\" name=\"wpforms[fields][10]\" value=\"User\" aria-errormessage=\"wpforms-15344-field_10_2-error\" required ><label class=\"wpforms-field-label-inline\" for=\"wpforms-15344-field_10_2\">User<\/label><\/li><\/ul><\/fieldset><\/div><div id=\"wpforms-15344-field_7-container\" class=\"wpforms-field wpforms-field-text\" data-field-id=\"7\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_7\">Item <span class=\"wpforms-required-label\" aria-hidden=\"true\">*<\/span><\/label><input type=\"text\" id=\"wpforms-15344-field_7\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][7]\" aria-errormessage=\"wpforms-15344-field_7-error\" required><\/div><div id=\"wpforms-15344-field_4-container\" class=\"wpforms-field wpforms-field-textarea\" data-field-id=\"4\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_4\">Description <span class=\"wpforms-required-label\" aria-hidden=\"true\">*<\/span><\/label><textarea id=\"wpforms-15344-field_4\" class=\"wpforms-field-medium wpforms-field-required\" name=\"wpforms[fields][4]\" aria-errormessage=\"wpforms-15344-field_4-error\" required><\/textarea><\/div><div id=\"wpforms-15344-field_11-container\" class=\"wpforms-field wpforms-field-file-upload\" data-field-id=\"11\"><label class=\"wpforms-field-label\" for=\"wpforms-15344-field_11\">Upload File<\/label><div\n\t\tclass=\"wpforms-uploader 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height=\"50px\" fill=\"currentColor\" aria-hidden=\"true\">\n\t\t\t<path d=\"M352 173.3L352 384C352 401.7 337.7 416 320 416C302.3 416 288 401.7 288 384L288 173.3L246.6 214.7C234.1 227.2 213.8 227.2 201.3 214.7C188.8 202.2 188.8 181.9 201.3 169.4L297.3 73.4C309.8 60.9 330.1 60.9 342.6 73.4L438.6 169.4C451.1 181.9 451.1 202.2 438.6 214.7C426.1 227.2 405.8 227.2 393.3 214.7L352 173.3zM320 464C364.2 464 400 428.2 400 384L480 384C515.3 384 544 412.7 544 448L544 480C544 515.3 515.3 544 480 544L160 544C124.7 544 96 515.3 96 480L96 448C96 412.7 124.7 384 160 384L240 384C240 428.2 275.8 464 320 464zM464 488C477.3 488 488 477.3 488 464C488 450.7 477.3 440 464 440C450.7 440 440 450.7 440 464C440 477.3 450.7 488 464 488z\"\/>\n\t\t<\/svg>\n\n\t\t<span class=\"modern-title\">\n\t\t\t\t\t\t\tDrag &amp; Drop Files, \t\t\t\t<span>Choose Files to Upload<\/span>\n\t\t\t\t\t<\/span>\n\n\t\t\t<\/div>\n<\/div>\n\n<input\n\t\ttype=\"text\"\n\t\tautocomplete=\"off\"\n\t\treadonly\n\t\tclass=\"dropzone-input\"\n\t\tstyle=\"position:absolute!important;clip:rect(0,0,0,0)!important;height:1px!important;width:1px!important;border:0!important;overflow:hidden!important;padding:0!important;margin:0!important;\"\n\t\tid=\"wpforms-15344-field_11\"\n\t\tname=\"wpforms_15344_11\" \t\tvalue=\"\">\n<\/div><script>\n\t\t\t\t( function() {\n\t\t\t\t\tconst style = document.createElement( 'style' );\n\t\t\t\t\tstyle.appendChild( document.createTextNode( '#wpforms-15344-field_3-container { position: absolute !important; overflow: hidden !important; display: inline !important; height: 1px !important; width: 1px !important; z-index: -1000 !important; padding: 0 !important; } #wpforms-15344-field_3-container input { visibility: hidden; } #wpforms-conversational-form-page #wpforms-15344-field_3-container label { counter-increment: none; }' ) 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*** WE ARE EXPERIENCING PROBLEMS OPENING TICKETS, PLEASE CONTACT SUPPORT VIA WHATSAPP 339 99 07 755*** Please fill in the form below to request assistance. Please describe the problem in as much detail as possible to enable us to be quicker in resolving your request. 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