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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
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.