Service Catalogue & SLA
This document defines the service catalogue, support boundaries and service structure for Nexphase EV charger customers. Support is available for chargers installed by Nexphase and is provided during working hours unless separately agreed.
Last updated: 2026-02-07
1. Scope
Support covers remote triage, configuration guidance and assistance relating to EV chargers installed by Nexphase Energy. We will assess whether an issue appears to relate to charger configuration, connectivity, external services, the vehicle, or the electrical installation.
Support does not include free on-site attendance, remedial electrical works, replacement parts, or physical repairs. Where on-site work is required, it is chargeable and must be agreed in advance.
2. Included support period
One month of remote support is included 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.
3. Working hours
Monday to Friday, 9:00am – 5:00pm (excluding public holidays).
Response targets, where referenced, apply only within working hours unless out-of-hours emergency support is separately agreed.
4. Support channels
Support is provided via the following channels depending on the support arrangement:
- WhatsApp (where agreed)
5. Pay-as-you-go support
After the included support period, remote support may be provided on a fixed-fee, per-incident basis. Current charges are defined in the Nexphase Support Pricing Schedule provided to customers.
All on-site attendance is chargeable at standard call-out rates unless otherwise agreed in writing.
6. Premium Support Plan
The Premium Support Plan provides structured monthly support, including a defined number of remote incidents, priority response during working hours, priority booking and discounted call-out labour. Current inclusions and charges are defined in the Nexphase Support Pricing Schedule.
7. Incident definition
An incident is a single support issue requiring investigation, diagnosis or configuration assistance. Ongoing communication relating to the same issue is treated as one incident. Separate unrelated issues may be treated as additional incidents.
8. Exclusions
- Vehicle faults or charging cable faults
- Distribution Network Operator (DNO) or grid faults
- Manufacturer platform outages
- Home Wi-Fi, router or broadband faults beyond basic checks
- Electrical faults outside the EV charger circuit
- Free on-site visits or repairs
9. Out-of-hours emergency support
Out-of-hours emergency support may be available outside normal working hours, subject to availability. Emergency support is chargeable and is not included within standard support arrangements. Emergency rates are defined in the Nexphase Support Pricing Schedule.
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.
10. Term, changes and acceptance
Support arrangements may be updated over time. Nexphase reserves the right to update this SLA with reasonable notice. Support beyond the included period is provided only after the customer has reviewed and accepted the current SLA and applicable Pricing Schedule.