3. Service Package
The agreed services are defined in this section. These shall in principle only apply to components which the Customer has purchased from TMH and which are operated in combination with ChargePilot, unless otherwise agreed in writing.
3.1 Service Package
Unless otherwise agreed in writing, the conditions of the attached Service Package “Base” apply.
3.2 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.
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 accordance with the agreed service package).
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.
3.3 Description of Services
3.3.1 Support Hours
The support hours define the period in which the customer service responsible for the respective product can be reached via the relevant communication channels.
3.3.2 Response Time
The response time is the period from receipt of the fault report in writing or by telephone during support hours, or from the next working day in the case of a fault report outside support hours, until written acknowledgement of the process including classification by TMH.
3.3.3 Working Days
Working days are Monday to Friday, excluding public holidays in Bavaria (Munich region).
3.3.4 Help with Support Enquiries
Unless otherwise agreed in writing, support in operating the provided hardware and software shall be provided in accordance with the agreed service package.
3.3.5 Active Remote Monitoring of the System
The software, the connection, and the availability of ChargePilot and the connected charging stations are permanently monitored (24/7) by means of active system monitoring.
3.3.6 Remote Recovery
Remote recovery covers all services for which an on-site visit by a technician is not necessary in the event of a malfunction. This includes software system recovery, restarting individual components and charging stations, as well as telephone support for on-site activities by the Customer or the Customer’s partners.
3.3.7 System Availability
Availability of ChargePilot charging and energy management system minus maintenance windows for the entire year in %. Availability is deemed to be met if load management functionality is guaranteed. This excludes cloud functionalities such as monitoring and the updatability of the system.
3.3.8 On-Site Troubleshooting
On-site troubleshooting is necessary if remote recovery is not able to resolve the problem.
3.3.9 Interim charging station solution
A mobile charging station that can be connected to an electrical outlet in the event of a fault in a charging station. Please note that the mobile charging station cannot be connected to the charging and energy management system.
3.3.10 Reporting and Dealing with a Fault
The response time begins with the receipt of the fault report including a detailed description of the fault by the Customer sent via the specified communication channel to TMH. The corresponding communication channels apply in accordance with the agreed service package.
Within the specified response time, the Customer receives a qualified statement from a TMH employee, if possible, 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.