1. List of abbreviations

2. General information

This service level agreement (SLA) is an agreement concluded by and between the Customer and

The Mobility House GmbH  
St.-Cajetan-Str. 43 
81669 München, Germany 

nachfolgend auch TMH genannt.  

hereinafter also referred to as “TMH”. 
The agreement regulates the operation of the ChargePilot® (CP) hardware and software.

Unless agreed otherwise in writing, TMH’s General Terms and Conditions of Business apply to everything not specified in this document. 

The applicable response times affecting ChargePilot® are listed in Annex 1.

The applicable response times affecting the charging stations are listed in Annex 2 – if the charging stations were purchased from TMH.

3. The Customer’s role

A Customer – as defined in this SLA – is the buyer under the contract and its representative, in the form of the primary site contact (PSC). A Customer is not the end user or driver unless they are also the PSC. The Customer – not end users or drivers – can make changes to customer information, open tickets, add additional extensions, etc. We shall handle tickets opened by end users to the best of our knowledge and belief, but they are not covered by this SLA and the associated response times.

4. TMH’s roles and tasks

TMH structures the fault reporting process in three stages:  first level support, second level support and third level support. Below is a brief description of the different support levels and tasks. 

4.1. 1st Level Support

• Accepting reports and inquiries over the phone, by email or using the contact form
• Directly resolving concerns (if possible)
• Documenting the report in TMH’s internal ticket system and creating a qualified ticket
• Unless solvable: Forwarding the ticket to second level support
• Sending information to the Customer about the latest status and estimated time to resolution 

4.2. 2nd Level Support

• Performing an in-depth, technical analysis of the ticket
• Solving technical and complex challenges (if possible)
• Creating detailed documentation in TMH’s internal ticket system
• Unless solvable: Forwarding the ticket to third level support
• Sending information to the Customer about the latest status and estimated time to resolution 

4.3. 3rd Level Support

• Conducting a holistic review of the technical system and log files
• Solving the fault, up to performing minor software adjustments (if possible)
• Unless solvable: Creating a software bug ticket and forwarding it to the Development department to find a final solution
• Sending information to the Customer about the latest status and estimated time to resolution 

5. Accessibility

If errors occur, the Customer can open support tickets with The Mobility House (TMH). The tickets are managed in a ticket management system (CRM) and archived following successful resolution. TMH’s first level support is available over the phone within office hours. We are also contactable by email and using the contact form. Processing of incoming written reports begins on the following working day.

Contact medium		Accessibility
Phone	+49 (0)89 21538054	Office hours*:   8.00 a.m. - 6.00 p.m.
Email	[email protected]	24/7
Contact form	Website	24/7

*The office hours are based on the public holidays valid in Bavaria (Munich).

6. Maintenance windows

Maintenance windows shall be scheduled with reasonable advance notice for periodic, scheduled or unscheduled maintenance of the systems required to maintain and secure ongoing operations or to perform updates or upgrades.   Any disruption to availability caused by such necessary work shall not be deemed to be downtime. If updates serve the purpose of stabilizing the system or preventing errors, TMH shall be entitled to discontinue the services agreed upon in the scope of functions if the Customer refuses or prevents the updates.

Maintenance is usually announced 48 h before it is performed in the ChargePilot® web portal. 
The lead time cannot be guaranteed if there are critical constraints in operations that can be resolved by rapid intervention.

7. Availability

The defined availability refers exclusively to the ChargePilot® cloud services.
The Mobility House guarantees 99.5% availability (based on the Pingdom report). Announced maintenance periods are excluded from this.

8. The Customer’s obligations

To ensure that tickets are processed successfully and the Customer can be contacted quickly, what is known as a “primary site contact (PSC)” must be defined. This is a direct contact at the ChargePilot® location in question (on site) who is responsible for the charging solution’s operation and maintenance. 

If the specified PSC is to be changed, written notification to this effect must be sent to TMH.

8.1. Primary site contact 

The primary site contact (PSC) shall provide TMH, contractors and subcontractors with unimpeded access to all sites, service rooms, components and other premises necessary to perform the service work, subject to prior agreement. 
Additionally, the PSC shall ensure that all necessary installation logs are submitted to TMH. The services specified in the SLA shall not commence until the complete installation logs have been submitted to TMH and a subsequent email notification of the site officially going live has been received from TMH.
If an error occurs, the PSC must notify TMH immediately, providing a precise description of the error (see Annex 3). The PSC shall provide TMH with reasonable assistance in analyzing errors and troubleshooting to minimize downtimes and avoid the expense of an on-site visit. 
If the error description is insufficiently precise for processing and/or the PSC’s response time (especially for inquiries concerning the error pattern) exceeds one working day, the response time is paused according to the annex.

8.2. Technical requirements

If the internet connection is not provided by TMH, the Customer is obligated to ensure a stable internet connection during operation. 
In addition, the Customer warrants that all required network ports are enabled and that no firewall restricts ChargePilot® operation. 
TMH assumes no liability for damages, faults or operational restrictions that occur due to a lack of an internet connection or failure of the mobile network. 
Furthermore, the Customer is obligated to inform TMH in case of foreseeable disruptions to the system (e.g. maintenance work) and to notify TMH of changes to the system structure (e.g. changes to the electrical infrastructure or the communication network, or installation of new charging stations) prior to execution.
The Customer is obligated to install the latest firmware tested by TMH on the connected charging stations. Untested or old firmware can lead to restrictions in operation and can reduce the (TMH) response speed – in connection with the charging station – in case of errors.

9. Excluded services

The following are excluded from this SLA:

• Sources of errors in the customer installation or internet connection
• Vehicle-specific problems
• Software, equipment or services that are not sourced or supported by The Mobility House

Additionally, this SLA does not apply if:

• The problem has occurred due to improper use of equipment, software or services
• Uncoordinated changes have been made to the configuration or installation that affect the CP installation or charging stations
• The Customer has hindered TMH from carrying out maintenance work

Annex

Annex 1 – response times: ChargePilot® monitoring

The response time starts on TMH’s receipt of the detailed error message (requirements set out in Annex 3) over the above-mentioned communication channel.
Within the specified response time, the Customer receives a qualified statement from a TMH employee, including an assessment of the severity of the error. Ideally, the qualified statement already contains a proposed solution or an initial assessment of the problem and instructions on how best to proceed. 

The priority is determined by the support employee when the ticket is assigned. Error messages can only be processed successfully if the error is reproducible. An error is reproducible if it is permanently present, or has been sufficiently documented, or can be repeated by a certain behavior. TMH reserves the right to close tickets that are not reproducible or to process them at a later date as soon as sufficient information is available. If the cause of the error cannot be clearly assigned to ChargePilot®, the listed response times do not apply.

MTTA = mean time to acknowledge
The average time until a received ticket is qualified and processed.
MTTR = mean time to repair 
The average time until a received ticket is resolved or at least moved to a lower priority due to partial resolution. If an interim solution (workaround) can be created, it is considered a repair for the purposes of the MTTR as long as it solves the problem for the Customer. The MTTR starts as soon as the ticket is considered accepted according to the MTTA.

Priority	Erklärung am Beispiel	MTTA	MTTR
High	All charging stations connected to ChargePilot® refuse to start a charging process even though there is enough power available.	8h	16h
Medium	Charging at the charging stations (connected to ChargePilot®) is only possible to a limited extent.  (Charging and energy management function is not available, but charging is possible, possibly with reduced power)	16h	32h
Low	Charging at charging stations connected to ChargePilot® is possible with slight restrictions. (Charging and energy management function is available, but one or more product components are not responding fully or are responding slowly) The displayed data in the backend is incorrect, or backend flaws have been detected.	48h	As soon as possible

Die angegebenen Zeiten starten und laufen innerhalb der Arbeitszeiten von Montag bis Freitag von 09:00 – 17:00 Uhr und nicht an Wochenenden oder gesetzlichen Feiertagen (Bayern). 

Annex 2 – response times: Charging stations (hardware)

The response times apply exclusively to charging stations that meet the following requirements:

• The charging station was purchased from TMH
• The charging station is still under warranty
• The charging station is connected to ChargePilot®
• The charging station is approved for operation with ChargePilot® and the latest firmware version is installed
• The charging station is designed for pure alternating current (AC) operation. The MTTA still applies to direct current (DC) stations – the MTTR depends on the manufacturer’s service and may therefore differ.

The response time starts on TMH’s receipt of the error message – including a detailed description, a photo of the error message and an error period – from the Customer over the specified communication channel (see Annex 3).
Within the specified response time, the Customer receives a qualified statement from a TMH employee, including an assessment of the severity of the error. Ideally, the qualified statement already contains a proposed solution or an initial assessment of the problem and instructions on how best to proceed. 

The priority is determined by the support employee when the ticket is assigned. Error messages can only be processed successfully if the error is reproducible. TMH reserves the right to close tickets that are not reproducible or to process them at a later date as soon as sufficient information is available.

MTTA = mean time to acknowledge
The average time until a received ticket is qualified and processed.

MTTR = mean time to repair 
The average time until a received ticket is resolved or at least moved to a lower priority. In some cases, an interim solution (workaround) can be created. The MTTR starts as soon as the ticket is considered accepted according to the MTTA and the error has been identified. The MTTR still depends on manufacturer promises and/or additional services booked. Troubleshooting is accelerated depending on the manufacturer and additional service.

Priority	Explanation by example	MTTA	MTTR
High	A charging station is defective and the error present cannot be rectified by restarting. The display (if present) is OFF and/or the station shows an error indicating a defect.	8h	8 working days
Medium	A charging station is not working as expected and charging is only possible to a certain extent. Restarting does not fix the problem conclusively, and usage is limited.	16h	15 working days
Low	Charging at the affected station is possible. The logo may not be available in the display, or certain options may not be available – but charging is not restricted.	48h	As soon as possible

Die angegebenen Zeiten starten und laufen innerhalb der Arbeitszeiten von Montag bis Freitag von 09:00 – 17:00 Uhr und nicht an Wochenenden oder gesetzlichen Feiertagen (Bayern). 

Annex 3 – minimum requirements (ticket information)

Error messages to TMH Support must include the following information so that they can be handled according to the stated response time.

• Which location is the fault occurring at? (Exact designation according to the ChargePilot® web portal)
• Which station is affected? (Exact designation according to the ChargePilot® web portal)
• What should happen, and what is happening instead?
• Which error is visible? (Photo or screenshot of the fault)
• Which vehicle was used? (Manufacturer and model)
• Which RFID card was used? (ID according to the ChargePilot® web portal)
• What measures have already been implemented?

Last updated: February 2023