24/7/365 Support
What is Included in Our 24/7/365 Support Package
Our 24/7/365 Support Package is split 2 ways between the Technical Operations Centre (TOC) and Operations & Maintenance (O&M). TOC is a highly skilled 24/7/365 team that remotely utilises software enabled service platforms to help you and your fleets. O&M provides customers with 24/7/365 on-site support as outlined in the selected Service Level Agreements (SLAs).
Tailored Site inspections and planned maintenance
Spare parts and replacement schedule in line with manufacturer recommendations
24/7/365 Reactive Maintenance (breakdowns, damages, wear, etc.)
24/7/365 Monitoring and Customer Support via Technical Operations Centre (TOC)
Proactive maintenance – unlimited call outs
Access to the parts network in the UK
Up to a 6-hour on-site SLA with full rectification within 24 hours
Account Management and Reporting
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Technical Operations Centre (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 will detect, diagnose, and resolve faults automatically, which currently resolves 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 centre, who will diagnose and resolve issues in real-time with your team, across multiple languages.
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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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What can you expect?
O&M ensures a service level that keeps our customers' charging infrastructure operational, ensuring their vehicles stay on the road and instilling confidence in the continued performance of their fleet. Additionally, it provides assurance to our eBus customers that they won't face penalties for unserved routes.
What can O&M Customers Benefit from?
Transparent Maintenance Packages
Our ongoing support, servicing and maintenance services O&M to emphasis our commitment to our customers. This alleviates concerns related to managing and maintaining your charging infrastructure, ensuring a service level that aligns with the needs of your EV fleet.
Minimised Downtime, Maximised Uptime
O&M provides a service level that ensures your charging infrastructure remains operational, keeping your vehicles on the road. Our dedicated team of experts offers 24/7 support and maintenance to address any needs.
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Choice & Flexibility
O&M offers a bolt-on approach to service packages that can be customised to meet the specific needs of our customers, encompassing both AC and DC charging infrastructure.
Added Assurance
Your team will additionally benefit from the support of a dedicated O&M Service Manager, ensuring the maintenance of both the customer relationship and the charging infrastructure.
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Reporting
This facilitates the 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 your 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
Recommendations on optimising your operation to reduce faults, charge efficiently, or optimise spending
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