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FAQ

  • If customer signs the SLA, for example 5 years, does it mean their chargers' warranty also get extended to 5 years?

    If customer signs a 5-year SLA service, then a 5-year extended warranty period service must also be signed (mainly provide parts).

    To some extent,SLA is a time requirement for specific service needs, while Standard and extended warranty are support for product quality without time requirements.


  • What is the definition of "Restoration Time/Recovery Time""

    it mean the interval from receiving the request from customer to the time when the impacted function/business is restored

  • What is the definition of "Response Time"

    it mean the interval from receiving the request from customer to the time of the first telephone reply from Star Charge personnel,

  • What is the definition of "on site call-out time"?

    The time from receiving customer service requests to arriving at the site.

  • Downtime due to maintenance (reactive & preventive)

    The preventive maintenance’s downtime is base on maintenance plan

    The reactive maintenance downtime is base on SLA resolution time


  • Does StarCharge support Ticket System Management for Service?

    yes,StarCharge use ITR(Issue to Resolved) System to register the trouble ticket and track the L1/L2/L3 support and resolution which base on the ticket's severity/priority to route. and The resolution action will via OAM(work order system) to perform and final verification and closing of TT(trouble tickets)

    the OAM system can provide the ITR API for interconnect with the external Ticket system, which both parties need to determine in advance the details of API interface.


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