Resources on our knowledgebase:

• Our standard charges can be found on 'How do I submit a request to receive a service engineer on site?'
   

• Our Service Department uses Fault Types to indicate the cause of the service intervention.
  These can be used as a guideline to determine if costs are charged or warranty is applicable.
  Note that the Fault Types result in a default invoice instruction.
  As each service intervention is unique, it is possible that exceptions are made to the default invoice instruction.
   

  Category	Fault type	Warranty exclusion?	Invoiced if within warranty period	Brief explanation
  Request	Request for change	x	callout, labor, parts	The charger works but you've requested us to perform a change on-site
  Delivery	Order specification – shipping location	x	callout, labor, parts	Charger is at wrong location due to customer fault
  	Order specification – order fault	x	callout, labor, parts	Mistake in order (made by customer)
  	Order specification – Alfen intern order fault		None	Mistake in order processing (made by Alfen)
  	Missing parts		None	Incomplete delivery by Alfen
  	Installation – grid	x	callout, labor, parts	Caused by (for instance failure of the ) local grid
  Intervention	Installation – settings	x	callout, labor, parts	Wrong settings applied during installation (by customer or installer)
  	Installation – physical	x	callout, labor, parts	Installation mistake (charger not connected properly, wrong cable used etc.)
  	Component – exterior EVSE		callout	Problem with outside of the charger, with no external cause
  	Component – interior EVSE		callout	Internal component failure with no external cause
  	Component – accessories		callout	Accessory failure with no external cause
  	Unsolved (Alfen fault)		None
  	Soft/Firmware – update firmware	x	callout, labor, parts	Firmware not up to date / Firmware update solved the problem
  	Soft/Firmware – other firmware issue		callout	Other issue with firmware
  	Soft/Firmware – configuration tool		callout	Issue was solved with ace service installer
  	Network – Mobile	x	callout, labor, parts	Connection caused the problem in case of non-wired connection
  	Network – Wired	x	callout, labor, parts	Connection caused the problem in case of wired connection
  	External – end user	x	callout, labor, parts	End user caused the problem (e.g. hit the charger with their car)
  	External – chargepoint operator	x	callout, labor, parts	CPO caused the problem (for instance, issue on customer backoffice side)
  	External – collision damage	x	callout, labor, parts	Damage from collision
  	External – vandalism damage	x	callout, labor, parts	Damage from vandalism
  	External - no fault	x	callout, labor, parts	Turns out that the charger is working properly, nothing to fix
  	External – environmental damage	x	callout, labor, parts	For instance, tree falling on charger
  	Vehicle – Residual current	x	callout, labor, parts	RCD tripped
  	Vehicle – Overcurrent	x	callout, labor, parts	Fuse tripped due to EV overcurrent
  	Vehicle – Other	x	callout, labor, parts	Issue is found to be vehicle specific
  	For DE: Eichrecht charge always applies, both during and after warranty
  	This list is indicative of the final invoice advice. Each ticket is reviewed individually and exceptions to the above can occur depending on the situation
  	In case you have an on-site service contract applied to your charger, the callout costs are waived as long as the fault type is not excluded from warranty

Still have a question on a Service Invoice?

In the event you would like to raise a question on an invoice related to service on your charger, this can be done via the below methods.

Via a ticket in our support portal.
Please select 'Service Invoice' in the ‘Invoice Type’ field and complete the request form.