For manufacturers

Typical triggers

• Your first-level support answers enquiries from installers and end customers, but there is no time for the technically difficult ones.
• A manufacturer portal or backend is being shut down, and customers and installation partners need reliable instructions for the migration.
• A failure pattern only occurs in the field and cannot be reproduced in the lab.
• Second-level support is at capacity, R&D is busy with the next product generation.
• Tickets bounce between support, R&D, backend provider and installer without anyone naming the root cause.
• A backend provider or operator reports interoperability problems that nobody in-house can reproduce.
• A firmware rollout is coming up and you want to spot anomalies in the field early.
• Returned units test fine – the fault stays in the field.

Getting started

1. Free initial conversation. You describe the product, your support organisation and the open cases – by phone, video call or email, whichever suits you. Free of charge and without obligation, for businesses.
2. Conflict check, NDA and DPA. I check whether there is a conflict of interest with my other roles. This is followed by a non-disclosure agreement and – as soon as personal data is involved – a data processing agreement.
3. Access and data paths. I receive raw data via a case-specific upload link or through a personal account in your systems. You and I agree beforehand which fields are pseudonymised. For second-level support additionally: ticket system or support mailbox, reply templates, error code catalogue.
4. First case. For example as a pilot case. Afterwards you decide whether a retainer, a ticket bundle or individual analyses suit your needs.

Your installation partners

Installers are often the first on site. On your behalf I answer their technical questions – web interface, network, backend connectivity, load management – and keep you informed about recurring failure patterns. For a quick look at a single charger, installers can use the OCPP check.

Process and availability

After your enquiry:

• Acknowledgement with follow-up questions
• Assessment with a fixed-price offer and schedule
• Retainer customers have priority
• Available on business days, 9 am to 5 pm (CET)

I do not offer on-call duty at night or at weekends.

“You are a one-person business?”

Yes – deliberately so.

• One contact. You always talk to the person who analyses your case. No hand-offs, no changing case handlers, no knowledge lost between ticket levels.
• Few customers at a time. I deliberately work with only a few manufacturers at a time, so every case gets the attention it needs.
• Holidays and cover – transparent. I announce holidays well in advance. How urgent cases are handled during an absence is agreed with you in writing beforehand. There is no substitute who gets access to your data without your consent.
• Clear limits. If you need on-call duty at night and at weekends, or a large project with guaranteed staffing levels, I am not the right partner.

What I need for an analysis

The printable checklist lists what speeds up an analysis – from firmware versions and OCPP traces to pseudonymisation. You can hand it straight to your support staff.

Selling in Germany, Austria or Switzerland for the first time? See DACH market entry.