1st level support:
- Support for end customer needs
- Assisting end-users on charger operation and miscellaneous questions about charging
- Access to control panel remote functions for a remote start, stop and reboot commands
2nd level support:
- Support for customer’s on-site service and technician teams
- For troubleshooting and resolution of EV charging network issues
- 1st contact via email email@example.com
3rd level support:
- Support for customer’s in-house technical teams
- For providing help for instance within HW and system integration related matters as well as product development related topics
Standard SLA’s are based on weekdays, during business hours.
Virta support is powered by HelpScout ticketing and support system that allows high-level follow-up services as well as reporting functions.