How to reach us.
The Avalon Systems support team works business hours, Eastern Time, Monday through Friday — and on call after hours for shipped customers with active deployments.
The primary support contact is support@avalon-sys.com. We respond to every email within one business day, and usually faster.
For sales and quoting, write to hello@avalon-sys.com.
What to include
To get the fastest answer, please include:
- The product you're using — Avalon Platform, Avalon Densitometer, or Avalon CR-100.
- The version, build number, or release date — found under Settings → About in the platform, on the firmware label of the densitometer, or in the CR-100 viewer's footer.
- The device you're on — desktop browser, iPad, iPhone, Electron build.
- A clear description of what you expected and what actually happened. Screenshots are very welcome.
Mobile App Support
For users of the Avalon Systems iOS or iPadOS app:
- Email support@avalon-sys.com.
- Include your iOS version and the app build number from the app's Settings screen.
- For login or biometric issues, please confirm whether FaceID or TouchID is enabled on the device.
Hardware Support
For the Avalon Densitometer, please include the serial number printed on the underside of the unit and a description of the issue. We carry replacement diffuser plates, plungers, and aperture stops for every unit we've shipped.
Status
The hosted demo platform runs on the Avalon Systems server in Indianapolis. If you can reach this website, the demo platform is online. Self-hosted deployments are handled by the customer's IT team — we're available to help diagnose, but we do not have a public status page for individual deployments.
Documentation
Live documentation is bundled with each install — open the platform, click the user menu, and choose Help. We deliberately keep the docs inside the app so that a search always returns answers tied to the version you're running.
Response Times
- Critical (production down): within four business hours.
- High (feature broken, workaround exists): within one business day.
- Normal questions and feature requests: within two business days.
Mailing Address
Avalon Systems
Indianapolis, Indiana, USA