Customer satisfaction and service safety are the foundation of any business. Electric vehicle charging stations are complex equipment. To ensure a high level of availability and quality of services provided, service support is essential.
The service maintenance system of LLC "EV-Time" is designed to ensure safe and uninterrupted operation of charging stations.
We can service both stations manufactured by EV-Time and stations from third-party manufacturers in any region of the Russian Federation.
Planned preventive maintenance (on-site visit to EVSE, equipment cleaning and diagnostics, software updates, preventive repairs)
Owner (or legal right holder) of charging stations
Seller and/or manufacturer of the charging station
Charging infrastructure operator (software provider, back-office services)
Electric vehicle drivers (users of charging stations)When only one-time visits are needed. Service interactions are regulated by a framework service contract. The cost of troubleshooting is estimated based on actual work performed for each request individually. The cost of work is determined according to the service price list, overhead costs and components are additionally paid.
Maintenance is carried out on a permanent, continuous basis. Service interactions are regulated by a framework service contract and a service level agreement (SLA). Works falling under the classifier, corresponding to the selected level and volume of SLA, are performed within the subscription fee. The cost of works not included in the SLA is determined according to the service price list, components are additionally paid.
| Services | Service Period/Term | Tariff (On Request) per Service Case | Monthly Tariff (SLA) LIGHT per station per month | Monthly Tariff (SLA) STANDARD per station per month | Tariff |
|---|---|---|---|---|---|
| Work in chats, messengers (Telegram, WhatsApp) | Daily 24 hours 7 days a week | Not Included | Included | Included | |
| Hotline. Technical Support for Users and Customer 24/7 via toll-free federal number 8-800-500-80-56 | Daily 24 hours 7 days a week | Not Included | Not Included | Included |
End-user technical support inquiries. The incoming request processing and end-user support center consults users (electric vehicle owners), registers and primarily classifies service requests. Call center operators work according to standard scripts.
End-user technical support inquiries. The incoming request processing and end-user support center consults users (electric vehicle owners), registers and primarily classifies service requests. Call center operators work according to standard scripts.
End-user technical support inquiries. The incoming request processing and end-user support center consults users (electric vehicle owners), registers and primarily classifies service requests. Call center operators work according to standard scripts.
| Services | Service Period/Term | Tariff (On Request) per Service Case | Monthly Tariff (SLA) LIGHT per station per month | Monthly Tariff (SLA) STANDARD per station per month | Tariff |
|---|---|---|---|---|---|
| Remote service support, charging station diagnostics, remote operability recovery | Daily 24 hours 7 days a week | Not Included | Not Included | Included |
Requests for primary station diagnostics and minor troubleshooting. Service requests related to activation of station safety systems, compatibility with a specific electric vehicle, communication issues with the back-office, not requiring repair work or software changes, where station operability is not impaired but station diagnostics are needed, or station operability is impaired but remote recovery is possible.
Requests for primary station diagnostics and minor troubleshooting. Service requests related to activation of station safety systems, compatibility with a specific electric vehicle, communication issues with the back-office, not requiring repair work or software changes, where station operability is not impaired but station diagnostics are needed, or station operability is impaired but remote recovery is possible.
| Services | Service Period/Term | Tariff (On Request) per Service Case | Monthly Tariff (SLA) LIGHT per station per month | Monthly Tariff (SLA) STANDARD per station per month | Tariff |
|---|---|---|---|---|---|
| On-site visits to EVSE locations in accordance with technical support and hotline requests | Daily from 9:00 to 19:00 | Paid | No more than 1 emergency visit per month | No more than 3 emergency visits per month |
Requests for remote diagnostics and on-site technical support to resolve medium-level issues involving local engineers. Remote diagnostics, operability recovery, and technical consultations by local service engineers, on-site visits to EVSE locations.
Requests for remote diagnostics and on-site technical support to resolve medium-level issues involving local engineers. Remote diagnostics, operability recovery, and technical consultations by local service engineers, on-site visits to EVSE locations.
| Services | Service Period/Term | Tariff (On Request) per Service Case | Monthly Tariff (SLA) LIGHT per station per month | Monthly Tariff (SLA) STANDARD per station per month | Tariff |
|---|---|---|---|---|---|
| Remote manufacturer support upon request | Request processing time depends on manufacturer's regulations | Paid | No more than 1 request per month | No more than 2 requests per month | |
| Operator monitoring of station status in real time | Working days from 9 to 19 | Not Included | Included | Included | |
| Contacting the manufacturer regarding warranty repair issues | Request processing time depends on manufacturer's regulations | Paid | Included | Included | |
| Warranty repair | Only for EV-Time EVSE | - | - | - | |
| Non-warranty repair of charging stations | - | Work and materials paid according to agreed estimate | Paid | Work included in cost, materials paid according to agreed estimate | |
| Station cleaning (vacuuming, washing casing with soap solution) | Once a month | Paid | Once every 3 months | Once a month | |
| Remote software and firmware updates | As released by manufacturer | Paid | Included | Included | |
| Support Hours | - | From 9:00 to 19:00 on working days Moscow time | 24/7 | 24/7 | |
| Response Time | - | 3 working days | 2 working days | 1 working day |
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
Requests for complex service cases requiring in-depth diagnostics, software upgrades, or recommendations for hardware changes. Performed by the manufacturer's service center or its representative office.
We develop charging stations ourselves and we know how to service them!
We have invested heavily in specialized diagnostic equipment (charge emulators, load benches, etc.) thanks to which our clients receive top-class service.
All stations are connected to unique service software that allows remote monitoring, diagnostics, and partial recovery of equipment operability 24/7.
Working with various charging stations since 2016 day by day, service engineers have accumulated invaluable experience. This experience allows us to quickly and accurately determine the cause of a malfunction, offer an optimal solution to the problem, and competently carry out prevention to prevent future breakdowns.
Our firmware is the freshest, because we develop it ourselves!
We work with subsidized charging stations.
Call or write to us! And we will be happy to tell you in more detail how to make your charging infrastructure effective!
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