ChargePilot® Service & Support

Modified on Mon, 21 Apr at 4:06 PM

We’re here if you need support!

ChargePilot® offers personal support to every customer and Primary Site Contact*:

You can reach our free support line from Monday to Friday, 8 a.m. to 6 p.m. (California public holidays excluded).

In addition, you can contact our support team directly by e-mail to submit your questions or problems. Your mail automatically opens a support ticket, which is managed in a ticket management system (CRM) and archived after successful resolution.

*Primary Site Contact:

For successful ticket processing and quick contact with the customer, a so-called "Primary Site Contact (PSC)" must be defined. This is a direct contact person at the respective ChargePilot site (on-site) who is responsible for the operation and maintenance of the charging solution:

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Primary Site Contact

Tasks:

Consistent availability on site
Access authorization to ChargePilot web portal for site monitoring, control:
- Simple tasks such as RFID management (create, edit, delete).
- Remote start, stop, restart when something does not work
Contact person for ChargePilot support team
Authorized to perform minor electrical tasks:
- Check the network connection
- Plugging in and unplugging the power connection
- Alternatively, delegate steps to person who will perform electrical tasks on site.

Be informed about errors before they are discovered

You need support beyond your monitoring via the web portal?
That’s not a problem with our ChargePilot® fault management!

ChargePilot® offers 24/7 remote support that immediately reports any faults that occur to the remote support team. This team takes immediate action (remote start, stop & restart) to rectify the fault. If the actions do not resolve the fault, a ticket will be opened informing you and our technical experts (8/5 availability) of the fault. You will receive a notification by e-mail about the existing error as well as instructions with first steps for possible troubleshooting on-site.

This way, you receive news about the fault before your drivers notice it:
A must for every fleet manager.

We’ll take charge of necessary administrative work

Charging electric cars on site has many advantages. Nevertheless, this creates continuous administrative tasks that need to be taken care of.

You don't want to do your RFID management yourself? If required, The Mobility House takes care of the creation, processing and removal of RFID cards for your ChargePilot® charging location.

The Mobility House will also be happy to take care of the continuous maintenance of your charging stations through firmware updates.

Error analysis to help with prevention

You know the problem yourself: You want to charge, but the charging point reports an error. Often it is recurring faults that paralyze operations. Our monthly error report helps you identify regularly occurring errors in order to solve them in the long term.

Need more details? Ask our sales team about our service conditions.

Need support? The Mobility House is there for you.

In order to provide the best service, please answer our questions before contacting us:

Have you followed our installation documents?

Have you read the manual?

Have you searched our FAQs?

Contact The Mobility House