How WILLBERT’s Technical Support Department Operates

Behind every reliable EV charging experience lies a support infrastructure that ensures everything works—quietly, efficiently, and often, proactively. At WILLBERT, our Technical Customer Support team plays a central role in delivering industry-leading uptime and performance across our network. Here's how we do it:

Centralized Support with Clear Escalation Paths

WILLBERT’s technical support operations are centralized at our headquarters in Zabierzów, Poland, ensuring tight coordination, consistency, and rapid response across our entire service network.

We pride ourselves on maintaining support standards that consistently meet or exceed defined SLA requirements—from first response times to full issue resolution. Whether it's a remote fix or an on-site intervention, our internal processes are built to deliver timely, efficient, and effective support that aligns with the expectations of Charge Point Operators and infrastructure partners alike.

Our support framework is structured around a collaborative escalation model:

• Charge Point Operators (CPOs) act as the first line of support for EV drivers.
• If the issue persists, it is escalated to our internal support team, where we utilize diagnostic tools to perform a deep technical analysis.
• Remote intervention is attempted first. If the issue requires physical repair, we coordinate on-site servicing in line with SLA terms.

Key Monitoring & Diagnostic Tools

We rely on a tightly integrated set of platforms to monitor, analyze, and maintain the health of every charging station in our network:

• HAWKe: This backend platform provides real-time diagnostics for each charger, giving our team visibility into its operational status, backend connectivity (including OCPP status), and component health. It’s our mission control for charger availability and uptime.
• TechBERT: A rich data visualization dashboard, TechBERT compiles charging session analytics and charger telemetry into actionable graphs. While it currently functions as a rule-based system, capable of detecting issues such as failed sessions, premature session termination, or offline components, we are actively exploring AI integration. This will enable predictive diagnostics and faster root-cause identification, further enhancing our proactive support model.
• Secure Remote Access: We connect to our chargers via our Internet Service Provider (ISP)’s private APN and VPN, ensuring a secure and stable remote access channel. This allows us to deploy OTA (over-the-air) updates and implement live fixes without needing to dispatch technicians, reducing downtime and operational disruption.

Ticket Handling & Prioritization

Our on-call engineers are equipped to handle all levels of issues, from simple resets to complex diagnostic cases. Every case is triaged based on:

• Severity and system impact (e.g., isolated plug malfunction vs. complete hub failure)
• SLA commitments
• Customer type and service agreement

Our SLAs define resolution timelines based on issue granularity—from a single power module to a full hub outage—ensuring structured prioritization and accountability in every case.

Performance Metrics & Market Comparisons

In the EV charging ecosystem, numbers matter. Uptime, resolution time, and session reliability directly influence user satisfaction, CPO revenue, and the overall public perception of electric mobility. At WILLBERT, while we don’t chase vanity metrics, we maintain a clear internal focus on what matters most: real-world performance, reduced downtime, and minimal user disruption.

Measuring Session Reliability the WILLBERT Way

One of the most telling indicators of a reliable charging experience is our session success-to-fault ratio. This metric tracks the proportion of successful charging sessions to total sessions and helps us maintain high service standards across the board.

Here’s how we define success:

A session is considered successful when:

• Charging completes normally (session ends by user or vehicle command).
• Charging ends early due to SoC (state of charge) limit—not a fault.
• RFID card is rejected for user-side reasons (unauthorized or insufficient balance)—as the charger functioned as expected.
• User cancels the session before charging starts (e.g., after card tap).

A session is classified as faulted if:

• Charging is interrupted unexpectedly due to hardware or power issues.
• Authentication fails due to backend or terminal issues.
• Plug insertion errors or handshake failures prevent the session from starting.
• Software crashes or anomalies disrupt the session.

This approach ensures that the metric reflects charger reliability, not just user behavior. While exact percentages vary by site and usage patterns, our average success-to-fault ratio is consistently high, affirming the effectiveness of our hardware and support response model.

Uptime, Response, and Resolution

With the uptime or response metrics available in HAWKe, our internal performance consistently aligns with the following service standards:

• First Response Time: Critical issues are typically responded within 5 minutes during active support hours.
• Mean Time to Resolution (MTTR):
  • Remote fixes: Generally completed in 15–30 minutes.
  • On-site interventions (if needed): Resolved within the SLA

Uptime Monitoring (Plug, Charger & Hub)

We measure availability across three levels:

• Plug-Level Uptime: Based on individual plug availability
• Charger-Level Uptime: A charger is “down” if all its plugs are unavailable
• Hub-Level Uptime: A hub is down only if all chargers are offline simultaneously

Here are our latest uptime figures:

The following figures are based on public chargers operated by our largest Charge Point Operator (CPO) partner. These reflect real-world uptime performance under active user conditions and SLA commitments.

Please note that internally operated chargers, such as those used for testing, training, or non-public purposes, may occasionally be offline by design and are therefore excluded from these statistics.

Plug-Level Uptime

• Last 1 Year: 98.6%
• Last 6 Months: 97.8%
• Last 3 Months: 99.6%
• Last 1 Month: 99.3%
• Last 2 Weeks: 99.6%
• Last 7 Days: 99.1%

Charger-Level Uptime

• Last 3 Months: 99.8%
• Last 1 Month: 99.5%
• Last 2 Weeks: 99.6%
• Last 7 Days: 99.2%

Hub-Level Uptime

• Last 3 Months: 100.0%
• Last 1 Month: 100.0%
• Last 2 Weeks: 100.0%
• Last 7 Days: 100.0%

These uptime levels reflect our commitment to operational excellence and user satisfaction. Our systems are designed to detect issues early, enable remote intervention, and ensure every charger and hub stays online and functional with minimal disruption.

These internal benchmarks reflect our operational agility and commitment to minimizing downtime. Even without public-facing dashboards, CPOs working with WILLBERT experience consistently high reliability, reduced service escalations, and faster issue turnaround compared to industry norms.

Industry Comparison: A Quiet Advantage

The broader EV charging industry often hovers around 95–97% uptime, with many charge point operators depending on third-party maintenance teams. This can lead to delayed responses, longer escalations, and less transparency for CPOs.

In contrast, WILLBERT’s vertically integrated support model, backed by proprietary platforms like HAWKe and TechBERT, allows us to:

• Detect issues before they escalate.
• Implement remote fixes without needing a field technician.
• Deliver faster service recovery times.

And beyond process and platform, our system architecture itself provides an edge.

Our S-Hub configuration introduces redundancy at the hub level, ensuring that even if a specific charger is down, the site remains partially operational. This design helps protect hub uptime and enhances network resilience during unexpected failures.

While we may not always chase flashy marketing benchmarks, it’s our quiet consistency, operational clarity, and built-in redundancy that keep CPOs confident—and their chargers online.

Why Reliability Matters in the EV Charging Industry

In the EV charging world, reliability isn’t a nice-to-have—it’s the foundation of user trust, operator revenue, and network success. When a charger goes offline, even briefly, the consequences ripple far beyond a technical fault.

Every Minute of Downtime Has a Cost

If a charger is unavailable—whether due to hardware malfunction, network outage, or connectivity loss—EV drivers can’t initiate a charging session or authenticate with their debit card. The result?

• Frustrated drivers who may lose confidence in that location.
• Immediate revenue loss for the Charge Point Operator (CPO).
• Spikes in complaint calls, increasing pressure on CPO support teams.

In an industry where every session counts, downtime means disruption, both for the driver’s journey and the operator’s business model.

Proactive Support = Revenue Recovery

At WILLBERT, we’ve seen firsthand how fast intervention makes a difference. On several occasions—especially during high-demand hours like weekend afternoons—our support team has successfully diagnosed and resolved faults in real time. In some cases, we’ve restored full charger capacity within minutes, enabling users to resume charging before the problem escalated.

These moments are not just technical wins—they’re critical saves that prevent revenue loss, protect customer relationships, and reinforce trust in the charging network.

Reliability Drives Retention

A smooth, dependable charging experience determines whether drivers return to a location—or avoid it. Inconsistent or unreliable chargers are among the top reasons for negative EV adoption sentiment. Conversely, high-reliability sites foster repeat usage, positive word of mouth, and long-term customer loyalty.

CPOs who partner with WILLBERT benefit from this built-in advantage: a support model that doesn’t just react, but anticipates and acts swiftly, ensuring they can operate with confidence and retain driver satisfaction over time.

Conclusion: Reliability Isn’t Optional—It’s the Standard

In the fast-evolving EV landscape, technical reliability isn’t just a feature—it’s a foundation. Drivers expect charging to work as seamlessly as refueling, and CPOs demand operational consistency to grow their networks profitably.

At WILLBERT, we understand that every charging session is an opportunity—to build trust, retain users, and keep our partners’ infrastructure running at peak performance.

Our centralized, highly responsive technical support model is designed around three core principles:

• Proactive monitoring through platforms like HAWKe and TechBERT to identify and resolve issues before they escalate.
• Rapid remote interventions that minimize downtime and eliminate the need for unnecessary site visits.
• Transparent performance tracking to ensure that every charger operates reliably and every CPO can rely on our team when it matters most.

We don’t just keep chargers online—we help keep the EV movement moving.

As the EV market scales, the networks that thrive will be those that treat reliability not as an afterthought, but as a core competitive advantage. At WILLBERT, we’re already there—and we’re only getting better.