EvGateway Support center serves as a global support center for charging stations being managed under the EvGateway Network. EvGateway technical support model that provides business value throughout the product’s lifecycle.The EvGateway Services Team empowers our customers with 24 X 7 Support In addition to conventional Telephone support process, we offer web-based support and online chat-based service assistance on mobile apps that allows our users the flexibility to access our Tech team in a way most convenient to their needs.
Level 3 is the highest escalation point for trouble resolution and other technical support. Level 3 personnel are EvGateway’s Tier-3 engineers who specialize in various components of the EvGateway Network, and third party (such as hardware or software vendor) engineering and application specialists. Their responsibility is to resolve issues in critical related to EvGateway platform that are determined to be, or are highly probable to be, the result of Hardware, Communication, manufacturing defect or the result of a complex interaction between the platform and another product not resolvable by Level 2 Support.They are able to bring their product knowledge and engineering knowledge and specialized expertise to bear on the trouble by analyzing the hardware level logs and diagnostics and provide a resolution within an acceptable time and in accordance with agreed upon SLAs. Also includes the issues that gets escalated by L1 and L2 teams.