Mastering Commercial EV Charger Reliability: The Uptime Metric and Beyond
For any commercial property owner, an EV charger that isn't working is a liability, not an amenity. The problem of non-functional charging stations is a long-standing industry issue, with some property hosts even choosing to remove their chargers entirely due to constant guest complaints and negative reviews.
To avoid this, you must focus on the single metric that matters most: uptime. If your service provider isn't measuring reliability, you can bet they aren't managing it.
Here’s a breakdown of the key metrics you need to track, the maintenance strategies you must implement, and the critical questions to ask about your Service Level Agreement (SLA).
The Key Metrics That Define Reliability
While charger uptime—the time the charger is online and available—is the most frequently used measurement, it doesn't tell the whole story.
Here are the crucial metrics your provider (or you) should be tracking:
Charger Uptime vs. Site Uptime: Your charging management software tracks charger uptime, but site uptime is often more important when the chargers are provided as an amenity. If your property has four chargers and one is down, the remaining chargers keep the amenity active. An industry standard for uptime is typically 95% to 99%.
Session Success: This measures whether a charging session runs full through or is interrupted. You want this to be very high, but understand that the vehicle itself can sometimes cause interruptions. Some reports argue that First-Time Charge Success Rate (FTCSR) is a more accurate measure of the driver experience than simple uptime.
Equipment Longevity Metrics: These look at the health and quality of the physical hardware:
Time to Failure: How long the equipment runs before a malfunction occurs. Level 2 AC chargers should ideally run for years without major issues.
Time to Repair: How long it takes for a technician to get on-site and repair a problem.
Driver Disappointment: Some advanced providers track "disappointed EV drivers". An EV driver expects that one charger in a bank might not be working. Disappointment arises when most or all are out, or when a consistently broken charger is never fixed over time. A driver is not disappointed if a help desk works with them to solve the problem and finds a secondary solution.
Proactive Maintenance: Prevention is Cheaper Than Cure
You must move past reactive maintenance and embrace a proactive strategy.
1. Remote Monitoring & Diagnostics
A good charger management platform handles remote monitoring, diagnostics, and over-the-air updates. This allows the provider to reboot the charger and attempt to get it operational from the Network Operating Center (NOC) before dispatching a technician. Some providers can even configure Level 2 chargers to revert to a "dumb, free charge" state if the network or cellular connectivity fails, ensuring the guest can still charge.
2. Predictive Maintenance (AI)
Many top service providers are integrating AI systems to track trends and perform predictive analysis. For DC charging, this is especially important as it allows a maintenance technician to be dispatched before a failure occurs.
3. On-Site Inspections
Regular physical checks are non-negotiable.
Level 2 Chargers: Site hosts are recommended to perform regular checks, such as rolling up hoses and looking for damage to the plugs and contact points.
DC Fast Chargers: These require more involved quarterly maintenance by knowledgeable personnel. Maintenance should include checking filters, coolant levels, and inspecting the busbar torque. It is crucial that whoever performs this preventative maintenance follows the manufacturer's guidelines to avoid voiding the warranty.
The Service Level Agreement (SLA): Your Safety Net
A strong Service Level Agreement (SLA) is vital, particularly because the EV charging system is composed of fragmented elements: software, hardware, and electrical components. When an issue arises, you don't want to be forced to contact three different companies that blame each other.
Here is what your SLA must guarantee:
Don't leave your reliability to luck. Build a strong strategy, rely on great partners, and ensure that what's important to you—like minimizing guest complaints—is being actively measured and guaranteed.
