Description
Use for: Defining driver support and incident handling standards for a charging network.
Deliverable purpose: Set support channels, response targets and escalation for charging incidents.
Drafted as a signable corporate policy for a bid annex: policy statement and scope; support channels and hours; incident intake and triage; severity levels and response targets; remote diagnostics and resolution; field dispatch criteria; refunds and goodwill; complaint handling and escalation; reporting and quality review; approval and signature block. Editable Microsoft Word file. Name your own accountable owner, review cycle, thresholds and approval authority.
