Countries, where the Customer is authorised to use the CleverEV services
Personal package: countries of European Union, Switzerland, Albania
Professional package: Hungary, Switzerland, Germany, Austria, Bulgaria, Albania, Malta, Indonesia
Authorised Payment Service Providers
Barion (https://www.barion.com)
Stripe (https://stripe.com/)
Authorised Property Management Systems and Infotainment Systems
Infostar by Eurodesign (https://eurodesign.bg)
Pricing of the available Packages
The pricing of the packages can be changed at any time, with or without notice.
| Packages | Price EUR/charger/month |
|---|---|
| Personal | 0 (free of charge) |
| Professional | 10 |
| Convenience fee per package | Price (RSP) EUR/processed transaction |
|---|---|
| Personal | N/A |
| Professional | 0.30 |
Service Level Objectives
The default SLO level for any new charger is Bronze.
The Reseller or the End User can upgrade the SLO to a higher SLO level (Silver or Gold) - subject of
availability and additional monthly fee per charger.
System availability is measured by the Company using an external tool, checking the availability of the
Managed Cloud Platform every 30 seconds. The Platform is considered available if at least 8 of the last 10
measurements indicated operational status, from at least 3 of 4 monitoring regions.
The availability of the service at a specific charger is not a component of the service and is not included in
the Service Level Objectives.
Support Tier Features
| Features | Bronze | Silver | Gold |
|---|---|---|---|
| Guaranteed Managed Cloud Platform availability, for a period of 1 calendar month. | 99% | 99.9% | 99.999% |
| Credit multiplier and max credit in % of the monthly fees (i.1. 1% missed target leads to x% from the monthly fee credit) | 0 | 2x, max 20% | 10x, max 50% |
| Access to knowledge base, documentation and FAQs | ✓ | ✓ | ✓ |
| Access to Trouble Ticket System | ✓ | ✓ | ✓ |
| Response / Fix SLO Commitment (refer to response/fix tables) | ✓ | ✓ | |
| Access to 24x7 Support Hotline Chat | ✓ | ||
| Monthly fee for the Support Tier | included in the normal monthly fee | 10% of the monthly fee of all the chargers in the user account, min. 100 EUR/month | 20% of the monthly fee of all the chargers in the user account, min. 200 EUR/month |
| Hourly fee for optional telephone support | EUR 50 | EUR 40 | EUR 0 |
| Support for Custom Integrations and Interfaces | no | Subj. to Quote | Subj. to Quote |
First Response & Fix Delivery Times
(Applicable to Silver & Gold Service Levels Only. Remark: “d” is working day)
| Silver | Gold | |||
|---|---|---|---|---|
| Severity of Reported Issue | Response | Fix | Response | Fix |
| 1 – Critical | 8 hr | 1 wk | 2 hr | 2 d |
| 2 - High | 1 d | 1 m | 4 hr | 1 wk |
| 3 - Medium | - | - | 1 d | - |
| 4 - Low | - | - | 2 d | - |
Definitions of Severity
- Critical - Produces an emergency situation in which the Managed Cloud Platform inoperable, or fail catastrophically, and affects at least 100 chargers or 40% of the active chargers, owned by the Customer or Reseller, whichever is greater.
- High - Produces a detrimental situation in which performance (throughput or response) of the Managed Cloud Platform degrades substantially under reasonable loads, such that there is a severe impact on use; the Managed Cloud Platform is usable, but materially incomplete; one or more mainline functions or commands is inoperable; or the use is otherwise materially impacted and affects at least 50 chargers or 10% of the active chargers, owned or operated by the Customer or Reseller, whichever is greater.
- Medium - Produces an inconvenient situation in which the Managed Cloud Platform is usable, but do not provide a function in the most convenient or expeditious manner, and the user suffers little or no significant impact or the problem affects less than 10% of the active chargers, owned by the Customer or Reseller.
- Low - Produces a noticeable situation in which the use is affected in some way which is reasonably correctable by a documentation change or by a future, regular software release.
Regional Working Days and Hours
| Worldwide | |
|---|---|
| Working Days | Monday-Friday |
| Working Hours | 9AM-5PM CET |
| Holidays | Hungary |