The role of the service operator within transfer of management
This page describes the role of a service operator.
In this article we are going to explain what a service operator is and what its role is when it comes to transfer of management of transfer stations.
What is a service operator?
For each charger bought at Alfen, a warranty period of at least 2 years is provided. This warranty is initially granted to the customer that bought the charger at Alfen. When a charger is shipped to the customer, the customer’s organization is registered as its Service Operator.
A Service Operator has the exclusive rights to raise service tickets on chargers which are linked to their organization. Any account in the Customer Support Portal (support.alfen.com) that is linked to the organization, is granted the same permissions. This is to verify that a request is always raised with the permission of the party that either owns the service contract or is acting on behalf of the contract owner.
Please note that if you bought a charger via a reseller, you are not necessarily registered as its Service Operator. Please inform about your service availability through your reseller, installer or charge point operator.
Why am I not a service operator?
Initially, the customer who ordered the charger at Alfen is registered as its Service Operator. This is usually a reseller. If the reseller sells the charger to another party, the reseller remains its Service Operator unless a management transfer is requested over the charger.
How do I become a service operator?
If you are a customer at Alfen, your account should already be registered as a Service Customer (this can take about 24 hours after your registration as a customer). If you logged in to support.alfen.com and a message appears stating that you are not linked to a Service Operator, then:
- Click on ‘I have a question’.
- Select the request category: ‘Administrative changes’.
- Please specify in the description the details of your request.
Customer Support will process your request and you will be notified on your information request via the ticket.
Why can’t I select my charger, even though I am a service operator?
If a situation occurs in which you cannot raise a ticket on your own charger, please raise a request for charger management transfer.
Click here for more information.