Project Installation Support Guide

Review the On-site Installation Workflow and the Project Installation Plan Example alongside this guide when preparing for an active install.

Project’s Install Workflow

Before the Install Window

1. Confirm the project has an active Installation Plan.
2. Confirm the installer has the correct support number and project information.
3. Review known blockers, project notes, and any open support issues.
4. Be ready to coordinate with engineering if the install includes known Selora product issues.

During the Install

1. Monitor for inbound installer calls and project escalations.
2. Respond when the installer reaches a required call-in point or becomes blocked.
3. Document what was attempted, what failed, and the next action in the Installation Plan.
4. Escalate to engineering immediately if a Selora product or core install flow is at risk.

After the Install

1. Confirm all unresolved issues are documented in the Installation Plan.
2. Record customer-impacting notes for future support.
3. Confirm the installer has a clear path for any remaining follow-up work.

When to escalate install issues internally

Escalate internally when:

• The installer cannot complete core Selora Hub setup.
• A claim or registration issue blocks install progress.
• Secure Network Node access cannot be established when it is required.
• A dashboard or account issue prevents required install-day actions.
• A repeat Selora product issue appears during a live customer install.
• A priority device cannot be made operational before walkthrough.
• The customer handoff is at risk.

Required Installer Call-In Points

The installer will call the assigned Selora Homes Customer Support Engineer at specific points during the install.

1. During Selora Hub Setup

This call happens after the installer:

• Places and powers on the Selora Hub.
• Claims it to the customer profile.
• Confirms it appears in the Selora Homes Dashboard and is healthy.
• Completes the Home Assistant onboarding flow.

In this phase, a Selora Homes Customer Support Engineer is responsible for:

1. Confirming that the Selora Hub is fully set up and healthy.
2. Sending the Secure Network Node access request and having the customer approve it. Once the session starts, the support engineer receives the remote connection URL, session password, and the Home Assistant admin username and password.
3. Logging in to Home Assistant through the remote connection URL using Command Line Authentication and the admin credentials provided in step 2.
4. Setting up customer remote access and guiding the customer through remote access in the browser and the Home Assistant Companion App.
5. Confirming that HACS and Selora AI are installed and enabled. Both are installed automatically, but confirm with the customer that the Selora AI toggle is turned on in their installation dashboard before continuing.
6. Install the remaining Apps and Integrations needed to help with the installation, which can include Studio Code Server, Mosquitto MQTT Broker, and/or NetAlertX.

Please use the further readings below for detail directions on each one of the above steps.

2. During Communication Protocol Device Installation

This call happens after the installer:

• Has completed the Selora Hub hardware setup and support has finished the protocol receiver setup in Home Assistant.
• Has connected the required communication protocol dongles to the Selora Hub.
• Has installed or located a communication protocol device that is ready to be paired.

This is separate from manufacturer direct integrations because these devices usually need to be placed into pairing, inclusion, or commissioning mode and are easiest to bring online one at a time.

The installer will call a Customer Support Engineer when Zigbee, Z-Wave, Matter, or other communication-protocol devices are being brought online one at a time.

Support should:

1. Confirm which protocol is being used for the current device.
2. Tell the installer when to power on, reset, wake, or place the device into pairing mode.
3. Capture any QR codes, setup codes, labels, or serial numbers needed during pairing.
4. Once the required information has been collected, use Home Assistant to directly integrate the device.
5. Confirm the device appears in the correct room or area once paired.
6. Record which devices were completed, skipped, or blocked in the Installation Plan.

3. During Direct Integration Configuration

Use this call when devices connect through Home Assistant directly instead of through a local radio.

Support should:

1. Review the Installation Plan to confirm how the integration is found and installed.
2. Tell the installer what information is needed from the physical device.
3. Ask the customer to join when credentials, MFA, account approvals, or vendor logins are required.
4. Use NetAlertX or other tools to confirm IP addresses when needed.
5. Record the integration result in the Installation Plan.

4. When the install is blocked or needs support

Use this checkpoint when the installer is blocked by pairing, account, network, power, dashboard, or safety issues.

Support should:

1. Confirm the exact step where the install is blocked.
2. Decide whether the installer should keep moving, skip the item, or pause.
3. Record the block, attempted steps, and next action in the Installation Plan.
4. Escalate immediately if the issue affects Selora products, core setup, or repeat product behavior.

References