StarCharge Service
Offering fast, efficient service solutions with prompt response and seamless execution.
Warranty
Standard Warranty
Extended Warranty
– 2 years free parts replacement
– Free remote support (pre-scheduled)
– Technical Documentation provided (manuals, diagrams, updates, etc.)
– Same coverage as Standard, offered on a yearly basis
– Technical Documentation provided (manuals, diagrams, updates, etc.)
– Recommended with SLA packages
Service Level Agreements (SLAs)
– Only two clear choices: Standard and Premium SLA
– Standard SLA: Issues resolved within 7 business days
– Premium SLA: Priority handling and 3-day resolution commitment
– Designed to align with your operational guarantees and growth
Redefining SLA Success Metrics
We focus on “Time to Resolution” – not just “Time to Arrival”
Remote tools let us diagnose issues and order parts before site visits
Technicians arrive with the right parts – reducing second trips
SLAs built for uptime, not paperwork
| Service Items | Price (US$) |
|---|---|
| Commissioning | $2,000 per site, $500 each additional, maximum 10 chargers |
| VPN Connection | $360 per license per year |
| OMC Connection | Included in sale price |
| 24/7 Hotline | Included in sale price |
| Issue Ticking System | Included in sale price |
| Remote Support | Included in sale price |
| On site Service | $2,000 per charger issue (One-time charge until issue resolved, for non-SLA clients) |
| Standard SLA* | 10% of the product price per year |
| Premium SLA* | 15% of the product price per year |
| Extended Warranty | 5% of the product price per year |
| Site Survey/Drawing/Installation | Under development, price will be as per each specific site, when available. |
– SLA service do not include spare parts supply. If the product is out of warranty, customers may need to purchase spare parts separately or purchase the extended warranty.
– SLA prices are per each initial unit per site. Additional units may be added for $1k per each additional unit(s) per site.Warranty Service & SLA Comparison
| Service Items | Standard Warranty | Standard SLA | Premium SLA |
|---|---|---|---|
| On-Site Commissioning | ✘ | ✘ | ✔ |
| VPN Connection | ✘ | ✔ | ✔ |
| OMC Connection | ✔ | ✔ | ✔ |
| 24/7 Hotline | ✔ | ✔ | ✔ |
| Issue Ticking System | ✔ | ✔ | ✔ |
| Remote Support | ✔ | ✔ | ✔ |
| Remote Diagnostics Response Time | Next Business Day | Next Day | Same Day |
| On site Service | ✘ | ✔ | ✔ |
| Dedicated Resolution Time | ✘ | 7 Business Days* | 3 Business Days* |
| Health Report | ✘ | Quarterly | As often as Requested |
| Dedicated Customer Care | ✘ | ✘ | ✔ |
| Preventive Maintenance | ✘ | Annually | As often as Required |
– Excludes Firmware Revisions Needed
