Clear, structured support for Nexphase EV charger customers — with defined boundaries and optional ongoing assistance.
View Service Catalogue & SLANexphase EV Charger Support provides structured, clearly defined assistance for customers after installation. It sets formal support channels, response boundaries and remote triage rules for chargers installed by Nexphase.
Every installation includes 1 month of remote support from the date of commissioning. After this period, support remains available on a pay-as-you-go basis or via an optional Premium Support Plan.
The table below provides a high-level overview only. Full definitions of inclusions, exclusions and service levels are defined in the SLA.
| Plan | Support Channels | Response Level | Key Features |
|---|---|---|---|
| Included Support (1 Month) | Email + WhatsApp | Working hours (Mon–Fri 9am–5pm) | Remote triage and configuration guidance |
| Pay-As-You-Go Support | Email + WhatsApp | Working hours | Fixed-fee remote support sessions (chargeable) |
| Premium Support Plan | Email + WhatsApp | Priority (working hours) | Structured monthly support with included remote incidents, priority booking and discounted call-out labour |
Continued support beyond the initial month is optional. Current pricing is provided privately to customers via our Pricing Schedule.
Emergency assistance may be available outside normal working hours, subject to availability. Emergency support is chargeable and not included within standard support.
Emergency support is intended for genuine charger non-function or suspected electrical safety concerns. App setup, tariff configuration and general usage queries are not considered emergencies.
Support is not emergency cover, insurance or an extended warranty.
It does not replace manufacturer warranties, vehicle support, Distribution Network Operator (DNO) responsibilities or general household electrical maintenance.
On-site attendance, remedial works, replacement parts and physical repairs are not included unless separately quoted and agreed.
Reliable internet connectivity is required for smart charging features, app control and tariff optimisation. Basic connectivity checks form part of normal fault triage.
Home Wi-Fi performance, router configuration, broadband provider issues and wider home network infrastructure are outside the scope of standard support. Where required, Nexphase can provide chargeable connectivity optimisation or network improvements to enhance charger reliability.
Full definitions of scope, response priorities, exclusions, fair-use limits, and chargeable site visit rules are set out in our Service Catalogue & SLA.