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Customer Support
Support
Help for BERT customers and facility teams, by phone, by email, or with a call-back request.
Email Support
Include your site name and the device name or location if you have it.
Request a Call-Back
Tell us what you need below and BERT Support will call you back during business hours.
Request a Call-Back
Share a few details so the right person can call you with the answer. For a device that is not responding, the device name or room helps us find it quickly.
Not a BERT customer yet? Talk to BERT about your facility.
Quick Answers
Common Questions from Facility Teams
How do I turn a device back on after hours?
Every BERT controller has an override button: the BERT logo on the Smart Plug 110 AP, or the button in the center of the plate on an inline controller. Press and hold it for a few seconds, until the light changes and you hear a click. Depending on your facility's settings, it stays on until the next scheduled event or for a set time. More help for the person at the device
How do I change a schedule or add a holiday or closure?
Authorized BERTBrain users can set daily, weekly, recurring, holiday, and special-event schedules for any device or group. You can also ask your facility manager or BERT Support to make the change.
A device is offline or not responding. What should I check?
Check that the device and its controller are plugged in and powered, that the controller has not been manually overridden, and that Wi-Fi is available where it is installed. If it stays offline, contact Support with the device name or location.
What happens during a Wi-Fi or internet outage?
Schedules and essential settings are stored in each controller, so control continues when Wi-Fi or the internet drops. Each controller keeps a 14-day measurement log and syncs when communications return.
Can I move a controller to another device or room?
For plug-in controllers, tell your facility team or BERT first so the device name, location, and schedule are updated in BERTBrain and your reports stay accurate. Hardwired controllers are moved only by a licensed electrician.
Where can I find product specifications?
Product details and ratings are on the Products and BERTBrain Software pages, and common questions are answered in the FAQ. Data sheets: 110 AP (PDF) and 110 WO, preliminary (PDF).
Coverage
Warranty & Maintenance
Warranty
All BERT products include a one-year limited hardware and software warranty, starting from the date of purchase. BERT will repair or replace products, at BERT's option, that prove defective in material or workmanship under normal use during the warranty period. The warranty applies to the original purchaser and to products used in the United States or Canada.
Warranty Claims
Keep your dated bill of sale or packing slip as proof of the purchase date, and include a copy with any returned units. Call 484.690.3820 for instructions on where to send units for replacement.
Technical Support
Phone and email technical support are included. Call 484.690.3820 or email [email protected].
Hardware Maintenance
Hardware maintenance agreements provide mail-in repair, with a target turnaround of 10 business days from the date BERT receives the product.