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24/7/365 Support

What is Included in Our 24/7/365 Support Package

Our 24/7/365 Support Packaged provides both remote and on-site support is split the Technical Operations Center (TOC) is a highly skilled 24/7/365 team that remotely utilizes software-enabled service platforms to help you and your fleet.Operations & Maintenance (O&M) provides customers with on-site support as outlined in the selected Service Level Agreements (SLAs).

Account management and reporting

24/7/365 Reactive maintenance

24/7/365 Monitoring and customer support via Technical Operations CenterCentre (TOC)

Up to a 4-hour on-site SLA

Tailored site inspections and planned preventative maintenance

Access to the parts network across North America

Proactive maintenance

Spare parts and replacement schedule in line with manufacturer recommendations

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Technical Operations Center (TOC)

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Proactively monitor and fix faults on all connected devices including chargers, routers & energy management systems

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Respond to alerts received via email, SMS, & phone

Manage

Manage incidents from alert to resolution, updating the client throughout

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Escalate priority issues to EO trained and certified technicians

Escalate

Escalate time critical issues to Senior Leadership Team (SLT)

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Deliver all reporting issues, notifications, incidents, and more

What can TOC Customers Benefit from?

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24/7/365 Remote Support
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EO Charging - What to Expect

Operations & Maintenance (O&M)

What can you expect?

O&M ensures customers' charging infrastructure and fleet vehicles stay on the road meeting operational needs and maintaining a high performance.

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What can O&M Customers Benefit from?

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Transparent Maintenance Packages

Our ongoing support, servicing and maintenance services emphasize our commitment to our customers. Several tiers of O&M packages provide the right level of support to alleviate concerns related to managing and maintaining your charging infrastructure and ensure a service level that aligns with the needs of your EV fleet.

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Minimized Downtime, Maximized Value

Our dedicated team of experts offers 24/7 support and maintenance to address any need as they arise to ensure downtime doesn’t affect your vehicles’ ability to stay on the road.

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Choice & Flexibility

O&M offers a bolt-on approach to service packages that can be customized to meet the specific needs of your fleet, encompassing both AC and DC charging infrastructure.

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Added Assurance

You’ll benefit from the support of a dedicated O&M Service Manager, who will ensure the maintenance of not only the charging infrastructure but also your partnership with EO.

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Reporting

utomated generation of comprehensive reports covering on-site interventions, service disruptions, fault events, commissioning, and high-level infrastructure metrics. These reports ensure alignment with your preferences, and the data can be presented either in pure numerical form or accompanied by a detailed anecdotal report, as per your request. Clear data sets and reporting schedules are established in collaboration with you.

What is Included in Reporting?

A report detailing reactive repairs or callouts per site is generated, outlining the following actions taken:

Station location and address

Date of completion

Service date

Station status

Energy consumption reporting

Resolution

Feedback on charger usage

Date of schedule repair

Commissioning and service activity reports per site

Feedback on charger usage and recommendations on infrastructure optimization

Example TOC Intervention Metrics

>99% Uptime

5,019

Number of chargers

+200

Charger sites

93

Fault events

93

Remote interventions

20

On-site interventions

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Speak to an Expert

EO Charging is the pioneer in EV Charging, making switching to electric simple, reliable and accessible for even the most complex and demanding fleets.

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