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№22.05.2026

DOCUMENT PACKAGE
FOR LIFECYCLE AND SERVICE LOG

Compiled based on management discussions and process workshops

Purpose of the package: to establish the target operational model for managing a charging station from sale to commissioning, including service, repairs, component logistics, return packaging, and responsibility management.

Core idea of the package: more logs — less chaos.
A system record must be the single source of truth. Calls, agreements, payments, shortages, shipments, service visits, returned parts, and delays are considered part of the process only after being recorded in the system.

Company Policy on the Lifecycle of Charging Stations

This policy establishes a standardized, mandatory process for managing the station from the point of sale approval through commissioning and ongoing maintenance.

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1. Purpose

  • Create a single Station Record entity for the entire lifecycle of the object;

  • ensure transparency for the customer and all internal roles;

  • eliminate information loss in phone calls, messaging apps, and personal memory;

  • ensure the transfer of responsibility along the chain with accepted/completed/forwarded status tracking;

  • reduce downtime, repeat visits, and the cost of misalignment.
     

2. Basic Principles

  1. A work order is created in the system immediately after a sale is confirmed or an order is approved, not after physical assembly.

  2. The entire lifecycle of a work order is tracked through a single record and an event log.

  3. Entries in the log are not deleted; if an error occurs, a corrective entry is created.

  4. Each entry must include: what happened, who did it, who it was forwarded to, what the next step is, and when it will be reviewed.

  5. Each entry has a visibility flag: Internal only / Client visible / Client visible + Email.

  6. Any action is considered incomplete if it has not been recorded in the system.
     

3. Station Record Structure

  • Station ID, customer, customer account, country, and language;

  • Station configuration: power, configuration, connectors, GPT, DLM, modem, and other options;

  • Current status and sub-status;

  • event log and payment log;

  • logistics log and photo log;

  • current contact person, next step, ETA, and follow-up date;

  • contacts for location, installation, and service;

  • related documents, instructions, and communication templates.
     

4. Roles and Basic Responsibilities

  • Sales / Sales Representative: Approves the configuration, initiates the creation of a workstation, verifies the accuracy of the data, and enters the initial record.

  • Packer: Centrally creates the workstation card and the object’s basic identification during the first phase of implementation.

  • Finance / Accounting / Bot: records the payment fact, payment percentage, reference, and the status of the debit and transfer.

  • Production / Technical Coordinator: confirms the launch into production and handover to the next stage.

  • Warehouse / Kitting: records the availability of components, shortages, and readiness for release to assembly or service.

  • Assembly: records receipt of components, start of assembly, delays, and transfer to testing.

  • Testing: records receipt of the unit, progress of tests, results, and transfer to packaging.

  • Logistics / Packaging: manages packaging, carrier selection, price negotiation, and shipment.

  • Installation / L2 / Ops coordinator: coordinates the site, installation, contacts, and commissioning.

  • Support: provides quick access to information, maintains contact lists, records incidents, and helps prevent downtime.
     

5. The station's life cycle

  1. Coordination with the customer and processing of the public offer.

  2. Creation of a customer account.

  3. Creation of a station record via Packer.

  4. Verification of the station record’s accuracy by the seller.

  5. Initial entry regarding the agreed-upon configuration and station creation.

  6. Recording of payments and automatic email notifications to the customer.

  7. Confirmation of production launch.

  8. Verification of component availability / recording of shortages.

  9. Assembly and testing.

  10. Packaging and finding a carrier.

  11. Delivery to the location and coordination of installation.

  12. Commissioning, tariff configuration, and activation.
     

6. Required event types

client_account_created, station_configuration_agreed, station_created, station_attached_to_client_account, prepayment_received, partial_payment_received, full_payment_received, factory_transfer_sent, production_confirmed, components_available, shortage_detected, assembly_started, assembly_completed, testing_started, testing_completed, packaging_started, carrier_search_started, carrier_agreed, shipped, arrived_to_site, installation_started, installation_completed, commissioned
 

7. The Principle of Client Transparency

The client should see clear progress, not chaos. At every significant stage, the client receives a brief, accurate, and friendly update explaining what has happened, what to expect next, whether any action is required on their part, and the estimated timeline. The client should not have to chase updates by making phone calls.
 

8. Photographic evidence

  • Photos can be added or replaced at any stage;

  • The final photo on the site must remain the main one;

  • One internal technical photo may be retained;

  • A designated person must always be assigned: who takes the photos and who uploads them.
     

9. Mandatory follow-up rule

Anyone who has passed the task on to someone else must set a reminder to check on the next step. Passing on a task without following up is considered incomplete.

Company Policy on Service and Repairs

This policy outlines the procedure for handling service cases: from identifying the problem and determining a technical solution to replacing the component, returning the old part, and closing the case.

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1. Roles in the service process

  • L2: Makes the technical decision (replace or do not replace), determines the scope of the repair, and provides testing criteria.

  • Service Manager / Service Coordinator: Manages the repair workflow following the L2 decision: communication, logistics, site coordination, and deadline monitoring.

  • Warehouse: Packs the part, adds return packaging, and processes outbound and inbound shipments.

  • Service Engineer: Performs the replacement, tests the unit, and packs the old part for return.

  • Site Contact: Receives the part, hands it to the service technician, and hands the return box to the courier.

  • Support: Provides quick access to contacts and instructions, and resolves communication issues.
     

2. L2 Liability Limit

L2 should not act as the manager of the entire service. L2 is responsible for: performing a technical diagnosis, documenting a brief summary, and determining the scope of work and tests. L2 is not responsible for manually managing inventory, returnable containers, courier follow-ups, logistics, or location contacts. That falls under the purview of the Service Manager/Coordinator.
 

3. The Chain of Control Rule

The person who most recently assigned a task to the next participant is responsible for tracking the task’s progress until one of the following confirmations is received: accepted, completed, or forwarded. The task is not considered to have left the assignee’s control until there is a confirmed acceptance or result.
 

4. Service Workflow

  1. The issue has been identified and documented in the station's service case.

  2. L2 reviews the materials and drafts a technical solution.

  3. If necessary, the customer is notified of the scope of work, cost, and timeline.

  4. After confirmation, parts logistics are initiated.

  5. Primary and backup contacts at the location are assigned.

  6. A pre-service call is conducted for complex repairs; a brief summary is added to the case.

  7. The service technician arrives, receives the part, performs the replacement, and tests the station.

  8. The old part is packed in returnable packaging with a return label.

  9. A courier picks up the return; the return is tracked until it arrives at the factory.

  10. The case is closed only after the work is completed, the test is performed, the customer is notified, and the return is verified.
     

5. Required fields in a service case

  • station number and service case number;

  • who identified the issue and when;

  • L2 resolution;

  • part cost and labor cost;

  • customer approval status;

  • part availability in stock / shortage;

  • primary and backup contact at the location;

  • planned service visit date;

  • Next owner and next follow-up date;

  • Return box ID and return label ID;

  • Return status: pending / in transit / received / partial return.
     

6. Return flow and returnable containers

  • Every service shipment involving a parts replacement must include a return box and a return label;

  • The warehouse knows in advance that an outbound shipment to the service center constitutes an outbound-plus-return flow;

  • Each box must have an ID, an expected return date, and be linked to a station and a case;

  • The system must be able to display boxes that have not been returned for more than 14 days;

  • An incomplete return or a missing part triggers a separate control process.
     

7. Financial Discipline Regarding Refunds

If a contractor has retained a part that is due for return without prior approval, the system must place a temporary hold on the amount equal to the part’s value until it is returned. The return will release the amount. Retaining a part with approval is only possible if it is explicitly marked as “retained as approved spare.”
 

8. Policy on Conference Calls and Meetings

Any work-related call or meeting regarding a service case only adds value once it has been briefly documented in the system. At a minimum, this should include: who participated, what was decided, next steps, and any outstanding issues. It is acceptable to use an AI summary, provided it is subsequently reviewed and added to the case.
 

9. Service KPI

  • Time from issue_reported to L2_decision;

  • Time from L2_decision to client_approval;

  • Time from approval to shipment;

  • Time from shipment to service_visit;

  • Time from replacement_completed to return_received;

  • Number of non-returns > 14 days;

  • Number of cases without accepted;

  • Number of cases without a final summary after the call.

Transitional implementation policy and “single point of access” mode.

Until roles, areas of responsibility, and SLAs are definitively assigned to specific individuals, a transitional implementation phase is in effect.

1. The Purpose of the Transition Period

Don’t try to completely untangle the chaotic historical model right away; instead, launch a new, goal-oriented model from the top down: create a prototype of the rules, then bring in process experts, fill in the missing details, and establish accountability in the first iteration.

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2. Start-up procedure

  1. First, a ready-made solution is created in the form of a set of documents.

  2. The solution is then presented to the relevant experts: service, warehouse, installation, operations, L2, and logistics.

  3. The experts do not design the system from scratch, but rather add critical exceptions and fill in gaps.

  4. After that, specific individuals are assigned responsibility for the first iteration.

  5. Next, the MVP process is launched and adjusted based on feedback and actual deviations.
     

3. “Single Point of Access” Mod

Until the role assignments are finalized, a temporary rule is in effect: all urgent cases where it is unclear who is responsible are routed through a single point of contact. This point of contact receives the inquiry, forwards it to the appropriate channel, records any deviations, and incorporates them into future procedures.

The temporary rule does not replace the target model, but it prevents current work from being overwhelmed while the new system is being documented and implemented.
 

4. What Must Be Included in the MVP

  • Station Record and Service Case within the Station Record;

  • Note types: Internal / Client Visible / Client Visible + Email;

  • Statuses: accepted / completed / forwarded;

  • next_owner and next_follow_up_date;

  • Payment log in text format plus reference;

  • Location contacts: primary + backup;

  • Photo log;

  • Pre-service call summary;

  • part_outbound, return_box_id, return_label_id;

  • Overdue returns > 14 days;

  • Hold amount for non-returns;

  • Client notification templates.
     

5. Guidelines for publicly describing roles

Using this package, you can create a public description of the company’s roles: what each role does, what it is responsible for, who it interacts with, what rules it follows, and what records it is required to maintain in the system. This can be used for onboarding and hiring.
 

6. Executive Summary

The package’s main point: detailed logging doesn’t slow down the company; rather, it reduces the cost of misalignment. Repeat visits, forgotten agreements, lost details, last-minute calls, and downtime for people on-site cost more than a minute spent making a quality entry in the system. More logs mean less chaos, fewer losses, and clearer management.

DIRECTIVE
On the Implementation of a Unified Lifecycle, Service, and Calendar Control Process
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For the purpose of improving transparency, manageability, and execution speed of processes related to charging stations, as well as eliminating loss of tasks, verbal agreements, and uncontrolled delays, a unified mandatory procedure for maintaining Station Lifecycle, Service Workflow, and Calendar Control is hereby introduced.
 

  1. From the moment a sale is agreed, each station must be immediately created in the system as a separate Station Record entity linked to the client, configuration, status, event log, and responsible persons.

  2. Any action related to the station, client, payment, production, logistics, installation, service, repair, parts return, or escalations shall be considered completed only after being recorded in the system.

  3. Each entry in the station log must include: author, event type, visibility level, next responsible owner, next action, estimated timeline, and follow-up requirement.

  4. Three note visibility modes are established: Internal only, Client visible, and Client visible + email. Deletion of notes is prohibited; corrections must be added as a new entry.

  5. The chain of responsibility rule is introduced: the person who last forwarded the task is responsible for controlling it until accepted, completed, or forwarded status is received.

  6. Technical decisions for service cases are made by L2. Execution coordination, communication, logistics, timeline control, and return management are handled by the Service Manager or assigned Coordinator.

  7. All service shipments involving replacement parts must include return packaging and a return label. Non-returns, delays exceeding 14 days, and incomplete returns are subject to separate control procedures and financial hold according to approved rules.

  8. In the second implementation phase, the Station Lifecycle notes must include a mandatory Calendar Control module: assignment of an administrator from the approved list, creation of a follow-up event in Google Calendar, sending an email invite, linking the event ID back to the Station Record, and overdue control.

  9. For complex works, a short call or meeting summary is mandatory; without a recorded summary in the system, the agreement is not considered part of the process.

  10. Until the permanent role matrix is approved, all disputed or unclear cases shall pass through the designated single escalation point.
     

The responsible department managers are instructed to prepare and align within working groups:

  1. the final matrix of roles and stage owners;

  2. SLA and control timelines for each stage;

  3. templates for internal and client notifications;

  4. MVP fields and statuses for the first implementation iteration;

  5. the rollout procedure for Calendar Control as the second implementation phase.

Our contacts

Our

locations

Our

contacts

Headquarters:
5512 Broken Sound Blvd NW, 8202, Boca Raton, FL 33487, USA

Phone:

+38 097 535-77-77​

Ukrainian factory:
6 Rudika st., Kharkiv, 61070, Ukraine​

E-mail:
info@evachargers.com

Schedule:
mon-fri 9:00-18:00

If you have any questions or would like to learn more about our charging stations, please contact us. We will get back to you as soon as possible.

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