Prio 1Business critical
A network-wide fault in charging — more than 80 percent of the existing charge points are affected.
Response time2 hours
Resolution time6 hours
For exampleReports are accepted around the clock, including nights and weekends.
Support & SLAWhen a truck will not charge
When a truck will not charge
at ten in the evening.
Charging infrastructure does not fail during office hours. That is why our contracts do not say “best effort” but name a deadline — per incident class, with a response and a resolution time, tracked in a support scorecard. Here is what that means in practice.
An incident here is not a feeling but a timestamp. Every minute from the report arriving to the completion notice is measured — and held against the agreed deadline.
PRIO 1 around the clock2-hour response6-hour resolutionSupport scorecard per partner
Service level
Four incident classes, four deadlines
The more severe the incident, the shorter the deadline. The classification follows how many drivers currently cannot charge — not how much work the repair means for us.
Prio 2High priority
Occasional faults in charging for end customers — some drivers cannot complete a session.
Response time6 hours
Resolution time3 working days
For exampleInterrupted roaming connection, incorrect price calculation, a fault in billing.
Prio 3Normal
Individual functions are impaired but a workaround exists — charging continues.
Response time3 working days
Resolution time7 working days
For exampleA backend function, a price setting or an export does not behave as expected.
Prio 4Low
Minor inconveniences that do not impair the existing functionality.
Response time7 working days
Resolution timein normal course
For exampleA visual glitch in the interface, a misplaced label, a missing tooltip.
Prio 1 is accepted around the clock — 24 hours, 7 days.All other classes are accepted during business hours. The clock starts when the ticket is submitted, not when we open it.
Your contract states the exact deadlines. The values shown here are the ones ENIO commits to in existing partner agreements — depending on scope and service level we may agree different terms in individual cases.
How it runs
From the report to the completion notice
Four points in time between which we measure. They produce the two numbers in the contract: response time and resolution time.
1
The incident is reported
An employee reports the incident to support@enio.at — by email or through the trouble ticket.
More on thisThe more precise the report, the faster the classification: affected charge points, time, the error shown at the station and whether all or only some drivers are hit.2
The ticket reaches ENIO
The incident details are passed to ENIO. Both deadlines start running from this moment.
More on thisThe clock starts on submission, not when somebody here opens the ticket. That is the difference between a commitment and an intention.3
ENIO accepts the ticket
The ticket is accepted and classified. The time from submission to here is the response time.
More on thisWith acceptance the incident class is set — and with it the deadline by which the case must be solved.4
The incident is resolved
The fault is repaired and the completion notice has reached the partner. The time from submission to here is the resolution time.
More on thisEvery closed case feeds the support scorecard, which holds the target and limit values we are measured against.What counts as an incident
Not every blemish is a fault
01The definition
Charging is impossible
An incident exists when a backend failure makes using the charge points impossible and this cannot be worked around with reasonable organisational means.
More on this“Impeding operations” is the decisive phrase: it is not about whether something looks wrong but whether somebody cannot charge.02One point of contact
support@enio.at
One address for every report, regardless of manufacturer and site. Classification, notification and feedback all run from there.
More on thisYou do not need to know whether the cause sits in the hardware, the grid or the backend — we clarify that and come back with the result.03Tracked, not promised
Support scorecard
Target and limit values are defined for every support parameter. Reports on incidents are exchanged between ENIO and the partner at regular intervals.
More on thisAt year end you can read whether the deadlines were met — instead of debating how it felt.Which deadlines do you need?
A depot with a 04:30 departure needs different commitments than a visitor car park. Tell us what your operation depends on and we will put it in the contract.