Service Description and Service Levels

Annex A — Deep Monitor

A1. What the service is

Deep Monitor gives you per-EVSE visibility of the charging stations listed in your Order Form. For each station in scope we make available the current operational status of every EVSE; the Symbioen Index and its components, alongside Availability, Utilisation Rate and Charging Success Rate; a time-stamped operational timeline of observed status changes per EVSE; historical charts allowing comparison over time; and, where included in the applicable plan or Order Form, export of the underlying evidence.

A2. Scope unit

Online self-service is scoped and charged per station, with up to five active stations per customer. Contracted portfolio orders are charged by the unit stated in the Order Form, which may be a station, EVSE or another agreed portfolio unit. Stations and EVSE are identified by the identifiers used in the applicable National Access Point feed.

A3. Data sources

Deep Monitor is built on public infrastructure status data published through National Access Points in accordance with AFIR data categories, processed under the methodology at symbioen.com/methodology. It does not rely on data supplied by the operator of the stations in scope, and we do not warrant that operator-side systems agree with it.

A4. What the service is not

It is not a control system: you cannot start, stop, reset or configure any charger through it. It is not a certification or a compliance opinion. It does not guarantee detection of every fault — a fault invisible in the public status feed will not appear.

A5. Activation

Online self-service activates after successful payment is confirmed. For a contracted portfolio order, we activate Deep Monitor within 5 business days of the later of the start date and receipt of the agreed station list, and confirm activation by email.

A6. Online self-service plan

The self-service plan is month-to-month and covers one to five stations. It includes standard dashboard access to the Deep Monitor views available in the product. Licensed exports, contractual service levels and service credits, coverage credits, priority support and custom onboarding are not included unless an Order Form expressly adds them. You can cancel renewal through the billing portal.

Annex B — Market Intelligence

B1. What the service is

Market Intelligence gives you analytical access to our coverage of public charging infrastructure across the markets stated in your Order Form: an interactive map with current performance metrics; filtering by geography, operator, power class and reliability signals; station, operator, municipality, county and country views with comparable charts; operator benchmarking including Symbioen Index rankings; export of the data behind your analysis, subject to the Data Use and Publication Policy; and API access where your tier includes it.

B2. Market scope and access

Online self-service is month-to-month, covers the countries selected at checkout and is licensed to the purchasing account. It includes the standard interactive dashboard but not team seats, data export, API access, contractual service levels, procurement onboarding or custom markets. Those capabilities are available only where expressly included in an Order Form.

B3. Seats

Contracted team access uses named individuals at your organisation. Seats are not shared and credentials must not be circulated. You may reassign a seat to a replacement individual at any time at no charge.

B4. Coverage

Coverage depends on what each National Access Point publishes and on whether an EVSE has enough recent signal history to be scored responsibly. Where a score cannot be produced responsibly we return an ineligible result with the reason rather than a number. Ineligible results are a feature of the methodology, not a service failure.

Contracted service levels

SL1–SL6 apply only where an Order Form expressly includes contracted service levels. Online self-service is operated on a best-effort basis and does not receive the service credits below.

SL1. Availability

We will make the dashboard and, where purchased, the API available at least 99.5% of the time in each calendar month, measured excluding the exclusions in SL4.

SL2. Data freshness

Where the applicable National Access Point publishes status data, we will reflect it in the service within 60 minutes of receipt in at least 95% of cases in each calendar month. Scores derived from that data are recomputed at least daily.

SL3. Support

Business hours are 09:00 to 17:00 Riga time on working days in Latvia. Support is provided in English by email to support@symbioen.com.

SL4. Exclusions

The following do not count against SL1 or SL2:

planned maintenance announced at least 48 hours in advance, capped at 4 hours per calendar month and scheduled outside 07:00–19:00 Riga time where reasonably possible; unavailability, delay, suspension or degradation of a National Access Point or other upstream public data source; failures caused by your own network, equipment or credentials; and events beyond our reasonable control.

The upstream exclusion is the one that matters in practice. We consume the national feeds; we do not operate them, and we will not promise a freshness we cannot deliver when one of them goes down.

SL5. Service credits

If we miss SL1 in a calendar month, you may claim a credit against your next invoice, calculated on the monthly portion of your fee:

Credits must be claimed within 30 days of the end of the month concerned. They are your primary remedy for a service level miss. They do not limit any remedy available to you under applicable law, and they do not apply to our intentional misconduct or gross negligence.

SL6. Chronic failure

If we miss SL1 in three consecutive calendar months, you may terminate the affected product on 30 days’ written notice and receive a refund of fees prepaid for the unused period.