Public Chargers as Necessity: 4 Steps to Improve the Reliability of EV Charging Stations

The number of public electric vehicle (EV) chargers is rising, and EV sales show no signs of slowing down. 

However, not all residences and communities are equipped with EV chargers, leaving drivers who live in space-conscious dwellings like apartment buildings or in charging deserts—areas with few to no public chargers—out of luck.

Offering reliable EV charging infrastructure (EVSE) in more neighborhoods not only makes access to public EVSE more equitable. It also offers growth opportunities in untapped markets. 

Following best practices in how you set up your operation can ensure charger availability for EV owners and build confidence in EVSE in underserved regions. Here are four steps to help you get there so your community leaves your station fully charged and highly satisfied.

1. Clarify Roles and Responsibilities in the MSA

A master service agreement (MSA) sets the terms and conditions of the work that will be done by either you or the network provider. 

Why It Matters: Unlike a one-time contract, your MSA reflects an ongoing relationship between both parties. It also protects you in case a glitchy software update takes your entire station offline.

What You Can Do: Before you sign on the dotted line, your MSA should include: 

• Protocol standards and certification: Your network provider should have full Open Charge Point Protocol (OCPP) certification, open roaming protocols, and ISO 15118 compatibility.

• A commitment to operational excellence: Check for standardized error reporting and alignment with maintenance incentives. 

• Best practices around operational resilience: Require back-end access to reliability partners, certified technicians, and proof of hardware certification and training programs.  

Additionally, operations and maintenance (O&M) providers like ChargerHelp offer 2-day and 5-day service level agreements (SLAs). But not every network provider is equal. For example, you might be sold a partial warranty that doesn’t include an SLA for labor. 

All in all, bolster your contract and your ability to provide reliable charging by making sure these elements are clearly defined in your MSA. 

You can also read ChargerHelp’s latest Buyers Report on how to get the most out of your MSA and EV charging network.

2. Use a Wired Internet Connection 

Data shows that station connectivity tops the list of reasons why EV charging sessions fail. Likewise, some EV drivers might have spotty cell service, or the surrounding area can have poor broadband access. 

Why It Matters: Operating an EV charging station using a SIM card or Wi-Fi router can make or break customers’ EV charging experience. SIM cards can be dislodged or damaged, and bad weather can degrade wireless service. Without a reliable internet connection, your station can’t process payments or authenticate drivers.

What You Can Do: Hardwire your charging station for internet service, which is faster, more stable, and more secure than a cellular or Wi-Fi connection. Ask your hardware manufacturer for a hard-wired connection upfront to minimize reliability issues in the long run. EV drivers will appreciate the extra effort to keep their cars electrified. 

3. Work With Qualified Operations & Maintenance Partners

Outages happen. But if your station is down, an unqualified technician trying to “figure it out” won’t solve your issue. 

Why This Matters: Trained EV techs get to the root of the problem fast. Capable O&M professionals equal less downtime and more reliable charging for your community.

What You Can Do: Confirm with your network provider who’s handling O&M services. If O&M falls under your provider, review their credentials. If they outsource, research the O&M partner’s track record, client testimonials, and technical qualifications. 

As a bonus, look for certifications like the SAE International EVSE Technician Certification, which demonstrates expertise and industry knowledge in areas like EV charging and safety regulations, and time-of-use rates.

4. Get Access to Error Codes & Diagnostic Data 

When malfunctions happen, you need full access to error codes and diagnostics. Having this data helps you and your O&M partner isolate and (hopefully) fix the problem immediately.

Why This Matters: If there’s a maintenance hiccup, seeing a generic “Station Offline” message won’t be much help. Being able to identify error codes and use diagnostic data can shorten repair times and hold the network provider accountable for performance. 

What You Can Do: Require full visibility and transparency from your O&M partners. Request error code documentation and ensure you have access to real-time monitoring and reporting. Also, thorough SLAs reinforce your O&M’s contractual obligation to maintain uptime. 

Keep Your EVSE Running With ChargerHelp 

Installing public EV chargers is just the first step. Keeping them online and accessible is how you can make your business a success. 

No matter where your station is located, the four steps above can minimize charger downtime and keep your community’s EVs powered and moving. 

Contact ChargerHelp today to learn how we can help you make uptime the norm.