Terms of Service for ChargePilot

Here you will find the detailed terms of service of The Mobility House, which apply to ChargePilot, our Charging and Energy Management.




Contact information of
The Mobility House Support

+49 (0) 89 215 38 054
[email protected]

OTA Updates for new functionalities & bug fixing

Hardware component guarantee 24 months from date of purchase

Support Services

Support hours Mo-Fr 8-18 h1
Support for Hotline-Calls und Mails
(e.g. additional User/RFID)


Technical Support after commissioning
(e.g. network/installation issues)


Response time in the event of a fault
reported by the Customer
next workday

Remote Monitoring & Troubleshooting

24/7 technical operations und active remote monitoring of ChargePilot and connected charing stations included
Remote troubleshooting actions within 4 hours
Alerting, if remote troubleshooting measures are not successful via email within 4 hours

Bug Fixing2

Critical within 48 hours
Severe within 72 hours
Minor as soon as possible

On-site Service

Replacement parts service for TMH ChargePilot hardware components3 Within 5 workdays at the customer
On-site technician appointment (appointment) Within 5 workdays4

1 Only on working days excluding public holidays in Germany (Bavaria/Munich region), Timezone: CET
2 Requirement: Fault is clearly related to ChargePilot
3 Valid for deployments within Germany
4130 Euro travel allowance up to 50 km and 109 Euro for each working hour plus material; prices apply for assignments on working days and within Germany

These service conditions are an agreement between the customer and The Mobility House GmbH, St.-Cajetan-Str. 43, 81669 Munich, Germany, hereinafter also referred to as TMH. The agreement regulates the service of ChargePilot.
Unless otherwise agreed in writing, the TMH Terms and Conditions shall apply, for anything, which is not specified in this document.
The agreed services for ChargePilot are defined in this document, unless otherwise agreed in writing. Not included is the service for the electrical installation and the customer's own communication network.

1. Description of TMH Services
1.1 24/7 Technical Operations und Active Remote Monitoring
Through active remote system monitoring, the software, the connection and availability of ChargePilot and the connected charging stations are permanently (24/7) monitored by a dedicated operations team.

1.2 Remote Troubleshooting Actions
Remote troubleshooting covers all services for which an on-site visit by a technician or software adaptions are not necessary in the event of a malfunction. This includes restarting individual components and charging stations. The customer will be notified via alerts in the ChargePilot Web Portal as well as email in case a malfunction cannot be solved by prior mentioned actions.

1.3 On-Site Troubleshooting
On-site troubleshooting is necessary if remote troubleshooting actions or bug fixing is not able to resolve the problem.

1.4 Reporting and Dealing with a Fault
The response time begins with the receipt of the fault report including a detailed description incl. picture of the error notification and error period by the Customer sent via the specified communication channel to TMH.
Within the specified response time, the Customer receives a qualified statement from a TMH employee, including an evaluation of the severity of the fault. Ideally, this qualified statement shall already include the solution or conclusion to the process but shall at minimum include an initial assessment of the report and information on how to proceed.

In the case of faults related to limited or lacking usability, distinctions shall be made according to the following criteria:


Charging at the charging stations connected to ChargePilot is not possible.


Charging at the charging stations connected to ChargePilot is only possible to a limited extent. (The charging and energy management function is not available, but charging is possible, possibly with reduced fallback power)


Charging at the charging stations connected to ChargePilot is possible with slight restrictions. (The charging and energy management function is available, but one or more product components are not responding fully or responding slowly)

The classification of the report according to the above classifications is carried out by TMH employees on the basis of the Customer’s description of the problem.
If no on-site appointment is needed, the guaranteed functions will be made available again within the defined time for bug fixing. The starting point for this period is the acknowledgement of the report by TMH via the aforementioned communication channels and a specific classification of the error as the sole, reproducible software error from ChargePilot by TMH. The end point of this time period is the rectification of the fault.
If, based on the error analysis, an on-site appointment is required for troubleshooting, this will be agreed upon with the Customer according to his availability and within the specified period of time.
In the event of a warranty claim, the current TMH Terms and Conditions shall apply. Upon expiry of the warranty, the Customer shall bear the cost of replacing the components, unless otherwise agreed in writing. The costs for the support of a TMH Employee as well as an on-site appointment shall be borne by the Customer, unless other written agreements have been made.

2. General Maintenance Work
For periodic, planned or unplanned maintenance work on the systems that is necessary for the maintenance and security of ongoing operations or the implementation of updates or upgrades, maintenance windows shall be scheduled with reasonable prior notice. Any disruption to availability caused by such necessary work is not defined as downtime.
Should updates lead to the stabilization of the system or the prevention of errors, TMH shall be entitled to suspend the services agreed in the service package if the Customer refuses or prevents the updates.

3. Obligations of the Client
The Customer shall permit and enable the service personnel of TMH and its contractual partners or subcontractors unhindered access to all locations, operating rooms, components and other premises necessary for the performance of the service work after prior agreement. In addition, the Customer shall ensure that all necessary installation protocols are transmitted to TMH. The services will start as soon as TMH has received the complete installation protocols.
For coordination purposes, the Customer shall designate one or more contact persons on site who can be contacted directly by TMH for troubleshooting during the agreed service times.
In the event of a fault, the Customer shall inform TMH immediately and with a detailed description of the fault. During fault analysis and troubleshooting, the Customer shall support TMH to a reasonable extent in order to keep downtime to a minimum and to avoid the expense of an on-site appointment.
If the Internet connection is not provided by TMH, the Customer is required to provide a permanent Internet connection during operation. Furthermore, the Customer must ensure that all necessary ports are activated. TMH accepts no liability for damage, malfunctions or restrictions in operation due to a lack of Internet connection or a failure of the mobile network.
Furthermore, the customer informs TMH in case of foreseeable disturbances of the system (e.g. maintenance work) and discusses changes of the system structure with TMH before execution (e.g. changes of the electrical infrastructure, the communication network or installation of new charging stations).

Version: 1.2

valid from 06/01/2021