For EV charger manufacturers and brands
On your behalf I support your customers and installation partners, resolve the hard cases from the field and name the root cause – for EV chargers from Webasto, KEBA and Compleo to Alpitronic, Ecotap and Vestel. Personally, in German and English.
Who it is for
Three situations in which I take on or reinforce technical support.
Read more: Operators and service providers with an installer network
Bringing EV chargers to Germany, Austria or Switzerland for the first time? DACH market entry
Reference
Since 2024 I have been handling second- and third-level support on behalf of Ampure – formerly Webasto Charging – for the Webasto NEXT, Unite, Live and Pure EV chargers: enquiries from installers, municipal utilities, distributors, fleet operators, hotels and end customers in Germany and other European countries, in German and English. Typical topics: migration to other OCPP backends, access to the charger’s web interface and hotspot, Wi-Fi and LTE connectivity, log analysis, load management, meter readings and the technical assessment of warranty claims.
Support for Ampure customers: For Webasto NEXT and Unite chargers, the support on behalf of Ampure is available directly at ampure@charger-support.com.
Reference as text, without logo. Details of cases and contact persons remain confidential.
Test lab
For every client I run a local test installation with that client’s EV chargers – standalone and in a load management group, with PV integration and with real vehicles on the charging cable. I reproduce a reported fault there with the matching configuration instead of interpreting it from logs alone. That quickly shows what the charger actually does – proven rather than assumed.
More about the test installation
Firmware tests are a technical trial before rollout – not certification, acceptance or release.
Case handling
I handle your cases with AI assistance and a “human in the loop”: an AI assistant has access to the previous cases of your engagement, drafts replies and automatically configures the test installation to match the reported case. I check and take responsibility for every reply before it reaches your customers – the AI never replies directly. Installers and customers get an answer that fits their case instead of a frustrating loop.
Responsibility for every reply stays with me; I process data from your engagement only within the NDA and DPA and never pass it on to other clients.
OCPP check
Connect an EV charger to my OCPP backend for a test. The check reads status, error codes and configuration via OCPP and explains in plain language what is wrong – free of charge, no sign-up.
Backend address for your charger
wss://charger-support.com/ocpp/
The address ends with your charge point ID. Encrypted connection (wss, port 443); OCPP 1.6J and 2.0.1.
Enter a charge point ID and click “Check”.
No charger has reported under this ID yet. Enter the backend address and wait until the charger reconnects – I keep querying automatically. If the charger does not show up after a few minutes, check the address and the internet connection; very old firmware sometimes cannot establish an encrypted connection to current certificates.
Charger connected – reading configuration and status …
Charger connected.
Charger disconnected – showing the last known state.
Automatic querying has stopped. Click “Check” to start again.
Too many queries in a short time. Please try again in a few minutes.
The OCPP check is currently unavailable. Please try again later.
Please use 4 to 48 characters: letters, digits and . _ ~ -
Nothing unusual in the reported data.
Important: the OCPP check is not a replacement for a charging backend. For the check, temporarily disconnect the charger from your production backend and re-enter the original address afterwards. Billing, load management and app-based activation do not work in the meantime. The check answers authorisation requests with “accepted” without verifying charging cards – so do not use it at publicly accessible charge points with billing.
The OCPP check is open to everyone – manufacturers, installers and private individuals. Any engagement beyond that is for businesses only (§ 14 German Civil Code). Only technical data of the charger is stored (ID, vendor, model, serial number, firmware, status, error codes, selected configuration values, meter readings) – no charging card identifiers. Deleted no later than 14 days after the last contact. Details in the privacy policy.
Chargers
From the home charger in the carport to DC fast chargers – including:
Webasto: Ampure, formerly Webasto Charging. Manufacturer and product names are used for descriptive purposes only; they do not imply partnership or certification unless stated.
Services
Six services that can be combined – plus the test installation (see above) and, on request, small tools for everyday support work such as log parsers or ticket integrations.
I answer the enquiries of your customers, installers, municipal utilities and distributors – from your ticket system or via a dedicated support mailbox, as your appointed support.
Read more: Second-level support on the manufacturer's behalf
The cases your second-level support cannot resolve – on a retainer, as a ticket bundle or as a single analysis. For each ticket an evidenced root cause or a clear next step.
I analyse logs, OCPP traces, firmware versions and cellular data, form hypotheses and test them against the data until the root cause is proven – including during a firmware rollout.
The manufacturer’s portal is being shut down, or the charger works with backend X but not with backend Y? I plan the migration of entire fleets of chargers and put message flows side by side.
Device fault, installation fault or configuration? I assess complaints based on photos, serial number, firmware version, logs and failure pattern – against criteria you define.
Error code catalogue, decision trees for first-level support and installer hotlines, reply templates and step-by-step guides – and training for your support team.
Typical cases
“The manufacturer's portal is being shut down – how do the chargers of an entire site get onto another backend?”
“Master password lost, hotspot unreachable – how does the installer get back into the web interface?”
“The log shows timestamps from 1970 and ‘Failed init: Backend Comm’ – what does that mean?”
“Since the Wi-Fi change, the load management slaves are no longer reachable.”
“The backend reports the charger as offline, the LED is green – cellular or configuration?”
“The customer is complaining – device fault or installation fault?”
“Since the last firmware update, the backend rejects the signed meter values.”
“The meter readings in the app and in the billing do not match.”
Wording of typical enquiries from everyday support work, not customer quotes.
Feedback
A few pieces of feedback from support work on the manufacturer's behalf – anonymised and shortened.
In times of hard-to-handle chatbots in support, it is absolutely great to have a contact who really cares, tries things out and in the end actually has a solution.
The charger is charging again! […] Many thanks for the excellent support, and have a nice weekend!
The electrician has been here. The charger is running. Many thanks for your help and patience!
It is really nice to get a helpful reply so quickly – you immediately feel you are in good hands.
It works – what a relief, thank you so much! I can charge again.
Thank you so much for the diagnose. […] I swapped phase 2/3, now the charger works perfectly!
So it is solved now and the box works fine. So thanks again for the quick and valuable help.
After the factory reset the system works again! […] All solved! Thanks again for your great support!
Thank you again very much for your responsiveness, technical transparency, and willingness to help investigate this issue. It is really appreciated.
Anonymised feedback from users and installation partners in support work on the manufacturer's behalf – wording shortened, names removed, not a reference from any client.
Process
Products, support organisation, open cases – by phone, video call or email; free of charge and without obligation, for businesses.
I check for conflicts of interest with my other roles; then a non-disclosure agreement and – as soon as personal data is involved – a data processing agreement.
Ticket system or support mailbox, error code catalogue, reply templates; I handle the first cases together with your team.
Monthly allowance, fixed price per case or billing by effort – as agreed; escalations with root-cause report, regular review of recurring failure patterns.
Models
free of charge
price quoted per case
from €2,500/month
on request
on request
on request
All prices exclude VAT. Fixed price, allowance or billing by effort – you agree the model with me up front; worthwhile even for just a few enquiries. This offer is directed exclusively at businesses (§ 14 German Civil Code).
How I work
I deliberately work with only a few manufacturers at a time.
I handle your cases myself – no hand-offs, no changing contacts.
Describe the failure pattern and the systems involved. You will receive an acknowledgement with follow-up questions.