At EVCS, we are committed to ensuring the reliable performance of our charging stations at your location. Our Network Operations team actively monitors the health and functionality of our entire network to proactively identify and address potential issues.
The Importance of Your Reports
While our automated systems provide valuable insights into station performance, reports from our site hosts and EV drivers offer critical "on-the-ground" information. Your observations can alert us to issues that might not be readily detectable through remote monitoring, such as physical damage, user interface problems, or intermittent failures. Your reports significantly enhance our ability to maintain a high level of service.
Our Internal Process for Addressing Issues
When a station issue is reported by a customer or a site host, our dedicated Support team creates a detailed station maintenance report. This report includes all the information provided and is then triaged and prioritized alongside other reported incidents across our network.
Our Network Operations team carefully evaluates each report to determine the appropriate course of action. In some cases, issues can be resolved remotely through software adjustments or configuration changes, eliminating the need for an on-site visit.
On-Site Evaluation and Repair
If an issue requires physical intervention, our team will schedule a technician for an on-site evaluation and repair. The scheduling process takes into account the severity of the issue, the number of other pending incidents, and the availability of our technical resources.
Factors Influencing Repair Times
Please be aware that the time required to resolve a station issue can vary significantly due to a range of factors, including but not limited to:
- The date the issue was reported.
- The overall volume of reported incidents across the network.
- The availability of necessary replacement parts.
- The need for coordination with third-party equipment manufacturers and service providers.
- External factors beyond EVCS' control, such as:
- Weather conditions
- Required government approvals
- Access limitations to the site
- Other unforeseen logistical challenges
Communication and Updates
While our Network Operations team works diligently to resolve issues as quickly as possible, our EVCS Site Host Support team will typically keep the associated incident report open. In most cases, we will provide updates to you, our valued site host, as more information becomes available regarding the evaluation and potential resolution of the reported issue.