Services
Services
Eight services around second- and third-level support for EV chargers – each with a clear result. Billed at a fixed price, as an allowance or by effort, whichever fits your volume – even for just a few enquiries.
01
Second-level support on the manufacturer's behalf
- Typical question
- “Who answers the enquiries of customers and installers when first-level support gets stuck?”
- What I do
- I take on second-level support on your behalf: enquiries from end customers, installers, municipal utilities and distributors – from your ticket system or via a dedicated support mailbox, as your appointed support. Concrete, step by step, with numbered follow-up questions, in German and English.
- Result
- Resolved cases instead of a growing backlog, documented in your system; recurring questions feed into your knowledge base.
02
Escalations and third-level on a retainer or allowance
- Typical question
- “Who takes on the cases second-level support can't solve?”
- What I do
- I take on escalated tickets from your support organisation – with your data and, if you like, directly in your ticket system. A retainer gives you a fixed monthly allowance; retainer customers have priority for new cases.
- Result
- For each ticket, an evidenced root cause or a clear next step, documented for your support staff – on a retainer, as a ticket bundle or by effort, as agreed.
03
Field failure analysis with root-cause/8D report
- Typical question
- “Why do units fail in the field when they run flawlessly in the lab?”
- What I do
- I analyse logs, OCPP traces, firmware versions and cellular data, form hypotheses and test them against the data until the root cause is proven. Returned units are included where test reports are available. During a firmware rollout I monitor connection drops, error codes and returns and map them to firmware versions and connectivity types. For a quick look at a single charger there is the OCPP check.
- Result
- A root-cause report, in 8D format if required: problem description, evidence, containment actions and permanent corrective actions. See a sample 8D report
04
Test installation with your EV chargers – firmware tests on request
- Typical question
- “The fault only occurs at the customer's site – can it be reproduced?”
- What I do
- For every client I run a local test installation with their EV chargers – with and without load management, with PV integration and real vehicles. I reproduce reported faults there with the matching configuration and record the conditions they occur under. On request I test new firmware before rollout in the same installation – a technical trial, not certification, acceptance or release.
- Result
- A reproduced fault with documented conditions instead of a guess from the log – and, before a firmware rollout, feedback on how the new version behaves in the overall setup. The release decision stays with you.
05
Backend migration and interoperability
- Typical question
- “The manufacturer's portal is being shut down – how do the chargers get onto another OCPP backend?”
- What I do
- Together with you I plan the migration of entire fleets of chargers: backend address, credentials, time synchronisation (NTP, heartbeat), security profile, configuration keys. I write the instructions for installers and customers. Whatever does not work afterwards, I put side by side as message flows with both backends – BootNotification, subprotocol, configuration keys, timing – and check it against the OCPP specification.
- Result
- A migration that works in the field – and, for interoperability problems, an evidenced statement of which side needs to change what, written so you can pass it straight on to the backend provider or your own R&D.
06
Technical assessment of warranty claims
- Typical question
- “Device fault, installation fault or configuration – is this a technical warranty case?”
- What I do
- I assess complaints based on photos, serial number, firmware version, logs and failure pattern and separate device faults from installation, grid and configuration causes – against criteria you define.
- Result
- A traceable technical assessment per case as the basis for your decision on replacement, repair or rejection. The legal assessment stays with you.
07
Support knowledge and training
- Typical question
- “How can first-level support resolve more cases on its own?”
- What I do
- Together with you I build an error code catalogue, decision trees for first-level support and installer hotlines, plus reply templates and step-by-step guides – for example for web interface access, the hotspot or a backend change – and I train your support staff.
- Result
- Documents in your format that your support organisation maintains itself – with the aim of fewer escalations.
08
Small custom software for support
- Typical question
- “Can't the log analysis be automated?”
- What I do
- I write small, clearly scoped tools: diagnostic tools, log parsers, ticket integrations. Scope and fixed price are agreed before I start – I do not take on large software projects.
- Result
- Working software with source code and brief documentation. The rights stay with you.