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Service Request
This article provides the key information required to properly submit a service request. It outlines what data and documents need to be prepared and explains where to find them. The content also includes links to detailed instructions and supporting materials that guide you step by step through obtaining the required information and completing the claim correctly.
As a first step, you need to : Create Ticket
1. Contact Details
- Full Name
- Phone
- Report Category --> Service request
- Type of device --> Charger
- Serial Number --> XXXX-XXXX ( most important one )
- Subject --> Company "X" - Issues with the charger XXXX-XXXX ( for example )
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Date/time issue observed
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Clear symptom description (what happened, expected vs. actual behavior)
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On‑screen message(s) and error code(s) exactly as shown
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Frequency (once, intermittent, constant) and any pattern (time of day, weather)
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Steps already attempted on site (power cycle, reset, cable swap, etc.) and results
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Photos of the station front, connectors, screen with error
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Short video of the issue (if applicable)
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Download Logs ( important one )
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Supply voltage and phase measurements at input terminals (values and instrument used) + Earthing/ground continuity reading
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Protective devices: breaker/fuse ratings, RCD/RCM type and test result
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SIM/operator and signal strength ( visible in charger's dashboard through 192.198.8.8)
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Network connection type (Ethernet/Wi‑Fi/LTE) and link status
- Connector configuration (rated current, phases, cable/Socket type)
- Load management mode (SLB/DLB/manual limit) and set limits
- Payment/QR configuration (if used) and last known status
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Recent works or changes on site (firmware update, electrical works, network changes)
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Accessibility/obstruction notes (damage, vandalism, ingress, pests)
f) Safety and compliance
- Any visible damage, overheating signs, water ingress, corrosion
- Last inspection/maintenance date and by whom
