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EV Charging Site SLA Standards

Service level agreement templates and performance standards for EV charging infrastructure maintenance operations, including response times, quality thresholds, and escalation protocols.

SLA Framework Overview

EV charging site SLAs define measurable performance standards for cleaning, maintenance, and emergency response operations. Unlike traditional facility maintenance, charging infrastructure SLAs must account for revenue impact of downtime, user experience expectations, and the 24/7 operational nature of public charging networks.

Response Time Standards

Emergency Response (Priority 1)

Definition: Immediate safety hazards, biohazard contamination, electrical hazards, or complete site inoperability
Response time: 2 hours from notification
Resolution time: 4 hours for hazard mitigation, 24 hours for full restoration
Notification method: Automated alert via platform + SMS to on-call supervisor
Escalation: If response time exceeds 2 hours, escalate to regional manager and client account executive

Priority Response (Priority 2)

Definition: Vandalism, major debris accumulation, non-functional payment systems, damaged cables affecting user experience
Response time: 8 hours from notification
Resolution time: 24 hours for temporary mitigation, 48 hours for permanent resolution
Notification method: Platform alert + email to site supervisor
Escalation: If resolution time exceeds 48 hours, escalate to operations director

Routine Maintenance (Priority 3)

Definition: Scheduled cleaning, preventive maintenance, minor cosmetic issues
Response time: Within scheduled service window (95% on-time performance)
Resolution time: Completed within scheduled maintenance window
Notification method: Automated scheduling via platform
Escalation: Three consecutive missed service windows trigger client notification and corrective action plan

Quality Standards by Site Type

DC Fast Charging (DCFC) Sites

Cleaning frequency: Minimum 3x weekly, daily for high-volume locations (>50 sessions/day)
Touchscreen cleanliness: 98% free of visible smudges, streaks, or residue
Cable and connector condition: 100% free of visible contamination, no damaged components
Pavement condition (10-foot radius): Free of trash, standing water, oil stains, or trip hazards
Signage legibility: 100% readable from 50 feet, no graffiti or damage
Uptime target: 98% operational availability

Level 2 Retail and Workplace Charging

Cleaning frequency: 2x weekly minimum
Equipment cleanliness: 95% free of visible contamination
Cable management: Cables properly stored, no trip hazards
Pavement condition (5-foot radius): Free of debris and standing water
Uptime target: 95% operational availability

Fleet Depot Charging

Cleaning frequency: Weekly minimum, coordinated with fleet dispatch schedules
Equipment cleanliness: 90% free of industrial contamination
Cable inspection: Weekly visual inspection for damage from vehicle maneuvering
Uptime target: 99% operational availability (higher due to fleet operational dependency)

Documentation and Verification Requirements

Photographic Documentation

Minimum requirements:

  • Pre-service condition photos (4 angles: front, rear, left, right)
  • Close-up images of contaminated areas before cleaning
  • Post-service completion photos matching pre-service angles
  • Equipment serial number verification in each photo set
  • GPS timestamp and site identifier embedded in metadata

Upload timeline: Within 15 minutes of service completion
Storage duration: Minimum 24 months for warranty compliance and trend analysis
Quality verification: Computer vision algorithms flag incomplete documentation or quality issues within 30 minutes

Maintenance Logs

Required data points:

  • Service date, time, and duration
  • Technician identification and certification status
  • Tasks completed (checklist format)
  • Contaminants encountered and removal methods used
  • Equipment damage or maintenance issues discovered
  • Materials and chemicals used (for environmental compliance)

Performance Metrics and Reporting

Key Performance Indicators (KPIs)

On-time service completion rate: Target 95%, measured as percentage of scheduled services completed within ±2 hours of scheduled time
First-time quality rate: Target 92%, measured as percentage of services passing quality verification without rework
Response time compliance: Target 98%, measured as percentage of emergency/priority responses meeting SLA timelines
Equipment uptime contribution: Target 99%, measured as percentage of downtime NOT attributable to cleaning/maintenance operations
Safety incident rate: Target zero, measured as incidents per 100,000 service hours

Monthly Reporting Requirements

Executive summary: One-page overview of KPI performance vs. targets
Site-level performance: Individual site scorecards with trend analysis
Issue log: All Priority 1 and Priority 2 incidents with root cause analysis
Predictive maintenance recommendations: Equipment showing early failure indicators
Cost analysis: Service hours, material usage, and cost per site

Escalation Protocols

Level 1: Site Supervisor

Trigger: Routine quality issues, minor schedule deviations
Response: Corrective action within 24 hours
Notification: Automated platform alert

Level 2: Regional Manager

Trigger: Repeated quality failures, missed response time SLAs, safety incidents
Response: Root cause analysis and corrective action plan within 48 hours
Notification: Email + phone call to client account manager

Level 3: Operations Director

Trigger: Systemic performance failures, client escalation, regulatory compliance issues
Response: Executive review and comprehensive improvement plan within 72 hours
Notification: Formal written communication to client executive sponsor

Edge Cases and Special Circumstances

Force Majeure Events

Natural disasters, civil unrest, or government-mandated closures suspend SLA performance requirements. Service restoration timeline negotiated based on regional recovery status. Documentation of force majeure conditions required within 24 hours of event onset.

Equipment Manufacturer Defects

Cleaning or maintenance operations that discover equipment defects (not caused by service operations) trigger manufacturer warranty claim process. SLA clock pauses pending manufacturer response. Photographic documentation and detailed defect description required within 4 hours of discovery.

Repeated Vandalism Patterns

Sites experiencing vandalism more than 3 times in 30-day period trigger security assessment. Client and service provider jointly review site security measures, lighting adequacy, and surveillance coverage. SLA response times remain in effect, but cost allocation for repeated vandalism remediation subject to renegotiation.

Technology Integration

CleanShift platform automates SLA monitoring and compliance tracking. Real-time dashboards display:

  • Current response time status for all open incidents
  • Upcoming scheduled maintenance windows with on-time probability scores
  • Quality verification results with AI-flagged issues
  • KPI performance trending vs. SLA targets
  • Predictive alerts for sites at risk of SLA violations

See VisionOps EV Infrastructure for computer vision-assisted quality verification capabilities.

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