Charging Infrastructure Maintenance

Reliable and long lasting
charging infrastructure

From proactive to corrective maintenance, our service team will make sure your charging infrasctrure is operational 24/7.

Discover our SLA offering

24/7 Customer Support

We’re on hand 24 hours a day, 7 days a week in case you have any questions. Our Charger Care Service ensures your charging system is kept running at the highest uptime in the industry.

Charger Care
& Maintenance

We’re with you long after installation. Heliox’s Service Level Agreement provides access to proactive maintenance, maintenance notifications and technical fixes by our expert team.

Connected services

Each Heliox Charger has a 24/7 remote monitoring connection, which together with the local Charge Point Operator ensure your charging efficiency is optimized.

Our Multi-line Support Process

First Line

Diagnostic of error
Remote Charger Reset
Arranging necessary spare parts

Second Line

Analyze fault code provided by 1st line
Change spare parts (if applicable)
Issue analysis & verification

Third-Line

24/7 Heliox Factory Support
Remote support 2nd line
On site support
Root cause analysis

Our Service Packages

On Call SLA

Minimum duration: 3 years
1st line response time: 60mn
2nd line response time: 7 days
3rd line response time: 3 days
Preventive Maintenance:
Not in included
Corrective Maintenance:
Not in included

Premium SLA

Minimum duration: 3 years
1st line response time: 30mn
2nd line response time: 4hr
3rd line response time: 1 day, 3 days on site
Preventive Maintenance:
Included
Corrective Maintenance:
Included
Charging Monitoring:
Included
Corrective & Preventing maintenance parts:
Included
Travel & Lodging:
Included

Recommended

In Service SLA

Minimum duration: 3 years
1st line response time: 30mn
2nd line response time: 1 day
3rd line response time: 1 day, 7 days on site
Preventive Maintenance:
Included
Corrective Maintenance:
Included

Customer Roadmap

See what your journey with Heliox will look like from start to finish and beyond.

Request Pricing

Answer a few simple questions about your business’ charging needs to start your journey with Heliox.
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Request Pricing

‍Site visit & tailored quotation

We conduct a site visit to understand the specifics of your request and send a tailored quotation to cover every aspect of your project.

Agreement between parties

Any questions on scope and planning can be answered by our Sales, Operations and Installation teams before an agreement is made.

Ordering and assembly

On average this takes around 6 weeks depending on the size and scope of the agreement.

Operations start

On-site implementation begins for your project including delivery, installation, commissioning, testing, training and the start of operations. Service and maintenance are always on hand if any issues arise thereafter.