Hassle-free charging is the goal. If you need help, ChargeNode Support is ready. The most complete support on the market - 24 hours a day, 365 days a year.
Call us at 010-205 10 55 or email support@chargenode.eu
Our support team receives cases by phone, email or portal. The cases are recorded in the case management system and basic troubleshooting is performed to be able to provide standard solutions.
Throughout the process, support informs the customer about the status and expected solution time. If the matter cannot be resolved by 1st Line Support it is further escalated to 2nd Line for continued handling.
Our 2nd Line Support handles cases that require deeper technical expertise with the goal of ensuring digital error correction. The team performs advanced troubleshooting, configuration and analysis, as well as consulting error logs and operational data in the Chargenode portal.
If necessary, hardware manufacturers' back-end systems are also audited to identify sources of error. Support liaises with manufacturers' product specialists when required and continuously communicates with 1st Line about status and solution. If the case requires a field intervention, 2nd Line ensures a correct and detailed action proposal before the matter is escalated to 3rd Line Support.
Our 3rd Line Support takes over cases that require physical effort or complex repair. The team coordinates the service matter with interested parties and plans service visits in consultation with the customer.
The work is carried out according to the current SLA, and all actions are carefully documented to ensure quality and traceability.
When remote solution is not enough, our service team takes over to plan and execute actions on site.
We answer the phone 24 hours a day 7 days a week.
Satisfied customers after a support call. (To be exact.)
Uptime in our platform.
• The case is recorded with the following data: customer info, error description, priority, SLA level.
• Attempt immediate solution (FAQ, remote support).
• If not resolved within defined time → escalation to 2nd line.
• Deeper troubleshooting and action.
• If solution requires physical effort or spare parts → escalation to 3rd line.
• Planning of field service according to the current SLA signed by the customer with ChargeNode.
• Customer can follow the service case in the ChargeNode portal.
• Performs work, verifies operation, documents in the system.
• Confirm with customer that the problem has been resolved.
• The case is closed in the ChargeNode portal
• Documentation about the performed action is uploaded to the service card for the area where the action was performed.
• Close the case and update SLA reporting.
With ChargeNode Support, you can avoid unnecessary worries, customer questions and operational disruptions. A strong support organization is the foundation for a sustainable and user-friendly charging infrastructure — and therefore one of the most important decisions when choosing a charging solution.
It should be safe, easy and personal to have an electric car.
Proactive support and regular system updates minimize the risk of future problems.
Charging should work.
Our software interprets error messages and alarms, provides fault analysis, and reduces the number of physical service operations.
In our portal you will get a complete overview of your charging system.
The plant owner sets his price for charging in our portal.
The charging customer pays for their charge via app, debit card or RFID bickka.
We solve all payment flows smoothly and worry-free with self-invoicing.
With ChargeNode Support, you can avoid unnecessary worries, customer questions and operational disruptions. A strong support organization is the foundation for a sustainable and user-friendly charging infrastructure — and therefore one of the most important decisions when choosing a charging solution.
User: No time to talk? Leave a bug report by phone or our help center.
Facility owners: Reach us easily through the tools in our portal. Or email your case.
- Always there. 24/7 — all year round
- Our experts will help you
- 90 seconds response time (average)
Charge Node Europe AB
Neongatan 4B
431 53 Molndal
