Improve network troubleshooting with better vendor error codes management

Much like death and taxes, hardware issues are inevitable  

As a charge point operator, you are responsible for managing a vast, complex web of chargers from different manufacturers, various models, and a multitude of firmware and protocol versions. Each charger can experience hardware issues that can disrupt charging services, leading to revenue losses and unsatisfied EV drivers.

When a charger goes into a faulted state, the clock starts ticking. Any downtime directly impacts your revenue and tarnishes your brand’s reputation. As time is of the essence, you need prompt notification, access to detailed information about the specific issue and the best course of action to resolve it. Without a centralized hub for detailed error code information, your support team ends up wasting precious time and resources searching through disparate systems or flipping through paper manuals. A mere vendor error code is just the tip of the iceberg; you need deeper insights to troubleshoot effectively. So, how can you minimize downtime, swiftly address faults, and keep your network running smoothly? The answer lies in better error code management.

Enter the game-changer: improved vendor error code management in your AMPECO backend

We’ve created a powerful tool called CP Error Vendor Codes in AMPECO’s backend. In this dedicated database, accessible through the Assets menu, you can input relevant information for error codes specific to your hardware vendors. Each record within the database comprises four fields: Vendor ID, ErrorCode, Error Code Description, and Recommended Action. This way, whenever a charger generates an error message, the support team will have more information about how to handle the problem and can immediately apply the pre-default recommended action.

To maintain data integrity and prevent duplication, our system validates every record. Each Vendor ID and ErrorCode combination is unique, meaning you won’t encounter two records with the same error code for a specific vendor. This meticulous approach ensures accuracy, empowering you to troubleshoot confidently and avoid potential pitfalls.

To enhance usability, you can conveniently filter records by Vendor ID and conduct in-line searches based on both Vendor ID and Vendor Error Code fields. To simplify troubleshooting, we’ve upgraded the Hardware Status log – a table that provides vital information for each charge point. Whenever a known combination of Vendor ID and Vendor Error Code is reported, the log showcases the respective “Error Code Description” and “Recommended Action.” This means your support team can access relevant troubleshooting guidance directly from the log, saving time and effort.

We know that accessibility and flexibility are crucial, which is why we’ve seamlessly integrated the Vendor Error Codes functionality into our API as a separate endpoint complete with properties such as id, vendorId, errorCode, errorCodeDescription, and errorCodeCustomerAction. Now, you can add, manage, and leverage error code records through the API as effortlessly as you would within the backend. 

Examples of specific vendor error codes

Boost efficiency and network performance with improved vendor error code management

With comprehensive error code information readily available, support teams can swiftly identify and address issues, minimizing downtime and ensuring uninterrupted charging services. This translates to more potential revenue and a stronger brand image as customers experience a seamless and reliable charging experience.

Another significant advantage of enhanced error code management is the time saved for network support. With a centralized AMPECO database housing error codes and recommended actions, your support team no longer needs to switch between systems or manually search for information. This saves valuable time and allows support agents to focus on more impactful tasks, ultimately improving overall productivity and efficiency. Tedious and non-productive work can also be automated, freeing resources for more strategic endeavors.

Minimize downtime, maximize revenue

Enhanced error code management reduces downtime within your charging network, alleviating the frustration experienced by EV drivers. By swiftly diagnosing and addressing issues, support teams can provide faster and more reliable customer support, ensuring drivers can get back on the road without unnecessary delays. This seamless support experience builds trust and peace of mind for EV drivers, knowing their concerns will be promptly resolved.

Furthermore, by implementing advanced error code management, your charging network becomes more reliable and available. Downtime is minimized, guaranteeing EV drivers convenient access to functioning charging stations whenever they need them.

AMPECO helps you streamline troubleshooting for optimal performance

You can optimize your EV charging network operations with AMPECO’s centralized error code management and streamlined troubleshooting. Say goodbye to prolonged downtime, manual searches for information, and unhappy EV drivers. Empower your team to deliver exceptional service while maximizing revenue potential.