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
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Manage incidents from alert to resolution, updating the client throughout
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Escalate priority issues to EO trained and certified technicians
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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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Brain of the Depot
EO Cloud detects, diagnoses, and resolves faults automatically, currently resolving 47% of all faults.
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24/7/365 Remote Support
This delivers immediate diagnosis and remote resolution of faults detected. Aided by our support center, which will diagnose and resolve issues in real-time with your team across multiple languages, accounting for nearly 70% fault resolution.
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Escalation
Where faults cannot be resolved remotely, the TOC will manage escalation until it is resolved and allocate to the most suitable channel, they will support throughout the process until it is closed. This could be an EO-trained and certified technician for on-site diagnosis, repair, and replacement.
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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.
What can O&M Customers Benefit from?
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.
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.
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.
Contact us