Emergency Support – Critical Issues Only
For major infrastructure incidents requiring immediate action.
Emergency Support Guidelines
These incidents require immediate attention and continuous response until resolved.
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Widespread charger outages (multiple stations down).
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Drivers unable to charge across multiple locations.
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Critical software failure preventing charging or payments.
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Network connectivity failure across several sites.
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System-wide monitoring/management unavailable.
These issues affect individual users or locations but do not disrupt the overall service.
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Single charger or site offline.
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Isolated driver charging issue.
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Account access (password reset, login).
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Maintenance requests or cosmetic issues.
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Billing, pricing, or general questions.
Follow The Steps For Faster Resolution
Please check our System Status page - if the issue is listed there, rest assured that our team is working to resolve it as quickly and efficiently as possible, and no further action is needed.
Step 1
What to have ready:
Doing this helps us:
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Diagnose faster – start troubleshooting immediately with full context.
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Resolve sooner – minimize back-and-forth and shorten resolution time.
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Prioritize your case – keep the emergency line clear so your issue receives top priority.
Step 2
All emergency calls are logged and tracked to ensure quality service for our charging network partners.
Step 3
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Support logs every emergency call in our Ocean Critical Logs.
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Your Key Account Manager is automatically informed.
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Support updates the linked Jira ticket with actions and next steps.
To ensure we can help everyone effectively, please note that non-emergency use of these numbers may result in additional charges on your invoice.
For routine support needs, our Ocean Knowledge Centre, Ocean Navi, and Jira ticketing system provide comprehensive solutions and faster resolution times.