Support
Driving the performance of your charging infrastructure
If your infrastructure isn’t working,
your business isn’t working
From grid connection to daily charging performance, we make sure every part of your system works together, reliably.
Trusted to perform
Comprehensive support packages to keep your vehicles running and your business operating.
Hypercare
Navigating new information streams from vehicles, chargers and energy assets, turning them into actionable insights to control your energy use and costs.
Support
Tailored to meet the specific needs of your fleet, our service packages include proactive remote monitoring, issue resolution, and comprehensive on-site maintenance to keep your vehicles moving.
Hypercare
Real-world reliability depends on how vehicles, chargers, software and energy systems work together.
Electrifying your fleet involves major operational change. Our team brings deep experience from full vehicle production and system integration, so we engineer reliability from day one.
That’s why we take a full-stack systems approach testing every element and understanding every interaction. When things go wrong, we know where to look and how to fix it.
Hypercare ensures you start on the right foot by rigorously testing every element of your system works before we leave site. We provide hands on support until your team is happy and confident.
Hypercare checklist
- Rigorous commissioning to validate system readiness
- Controlled integration into VEV IQ with staged activation
- Vehicle and charger integration testing
- Close collaboration with hardware and vehicle OEMs
- Hands-on support and reporting post go-live
Integrated support approach
Tailored services include remote monitoring, 24/7 issue resolution and dedicated on-site management.
One point of contact
If you have a question or issue, we’re available during depot hours or around the clock to help your team and drivers.
AI Assistant
VEV IQ’s built-in AI Assistant helps answer your questions and speeds up everyday tasks.
24/7 Call Centre Support
Immediate support for your teams and drivers via phone, email and live chat.
Remote Dispatch
If your problem can’t be solved remotely, we’ll dispatch one of our expert engineers to solve it.
End-to-End Management
We track issues through to completion, managing partners, product and technical owners.
Enhanced monitoring, proactive insights
Ensure performance across your network, with automatic issue resolution, remote fixes and full control of your infrastructure.
Remote Monitoring
Monitor charger status and network performance through our platform,
VEV IQ.
Proactive Resolution
VEV IQ automatically resolves common faults remotely – giving you peace of mind.
Network Dashboard
Identify and troubleshoot issues across your network, with built-in support and issue resolution.
Take Control
Reboot chargers to resolve issues or take faulty hardware offline with full control through VEV IQ.
Expert on-site support
Hands-on support from hardware and energy experts to resolve issues and provide planned, proactive maintenance to ensure performance.
Preemptive Maintenance
Schedule planned inspection and maintenance visits keep your network operating.
Rapid Response
Choose the right response package for your business from same day to 48 hour resolution.
Inventory Management
We ensure there are sufficient parts available to quickly remedy hardware faults.
Support that's built around your needs
Tailor the support your business needs by choosing a package that’s right for you.
Base
Core support to keep you running
- Depot-hours remote support
- Proactive maintenance and health checks
- Remote monitoring through VEV IQ
- Monthly reporting and insights
- 48-hour field engineer SLA
Enhanced
Around-the-clock resilience
- 24/7 support and issue resolution
- 24-hour field engineer SLA
- >98% availability SLA
- Enhanced proactive maintenance
- System performance reviews
Custom
Bespoke support for critical operations
- Fully tailored support and SLAs
- On-site or dedicated engineering resource
- Virtual Fleet Manager services
- Custom dashboards and reporting
- Bespoke inventory management
Download this resource now
Please fill out the form below to download.
