Periodic preventive maintenance
Planned technical inspections, servicing and replacement of worn parts.
Reduced risk of failures and longer equipment life.
Qerra Care Program
Maintenance and operational reliability
Qerra Care Program ensures reliable, uninterrupted operation of your charging infrastructure with clearly defined responsibilities, scope and predictable costs.
Why maintenance is critical
Charging infrastructure is a technical system with ongoing operating costs. Reliability, safety and continuous operation are not achieved by correct deployment alone, but through continuous monitoring and maintenance of the system.
What Qerra Care Program is
Qerra Care is a programme for long-term maintenance and operational management of charging infrastructure. It includes:
- Preventive and scheduled maintenance
- Rapid response for incidents and repairs
- Annual technical inspections
Everything is delivered under a clearly defined service agreement with specific responsibilities, deadlines and service levels. Qerra Care is not a one-off warranty and is not limited to reactive service. The programme is a complete operational structure with explicit responsibilities and processes.
What the programme includes
Emergency response
24/7 response to incidents with a guaranteed response time.
Fast recovery and reduced downtime.
Hardware diagnostics and repairs
Full diagnostics, fault localisation and resolution, and replacement of defective components.
Safe and reliable system operation over time.
Spare-parts coordination
Stock management and replacement of spare parts.
Repair and maintenance without unnecessary delay.
Annual technical inspections
Verification of compliance with technical and regulatory requirements.
Sustained safety, reliability and regulatory compliance.
Configuration updates
Latest versions, calibration and validation.
Optimal performance and security.
Remote monitoring
Telemetry-based observation and prediction of potential issues.
Early detection and preventive action before a real operational problem occurs.
Costs and responsibilities
Maintenance is a paid service.
Qerra Care precisely defines:
- The scope of services included
- Response times (SLA)
- The division of responsibilities between the client and Qerra
Activities outside the agreed scope are billed separately.
Without an active Care programme, Qerra does not assume operational responsibility for continuous operation, monitoring or incident response.
What the SLA commitments include
Clearly defined, transparent, measurable commitments. The same numbers go into the service agreement.
Initial response
≤ 4 hours
within business hours; ≤ 8 hours outside them
On-site diagnostics
≤ 24 hours
for Sofia, Plovdiv, Varna; ≤ 48 hours for other sites
Temporary replacement infrastructure
up to 72 hours
for critical failures and per the agreed scope
Target site-level uptime
99.5%+
measured monthly, excluding planned maintenance
Monthly operational report
by the 5th of the month
uptime, incidents, energy, SLA performance
Specific SLA values are confirmed after the site audit and depend on access, connectivity and contract scope.
SLA parameters
A commitment, not a promise
Reaction time
24 h
Guaranteed response time for critical events.
Uptime target
99.5 %
Backed by the maintenance contract.
Monitoring
24 / 7
Continuous status observation per station.
Preventive checks
2× / year
Scheduled on-site inspections and calibration.
A proactive approach
Qerra Care is built on continuous monitoring, early detection of issues and preventive maintenance.
- Telemetry and analytical models detect signs of degradation, communication issues or unusual behaviour before they turn into a real operational incident.
- Maintenance shifts from reactive intervention to planned, controlled prevention — reducing unplanned downtime, improving reliability and extending equipment life.
01
Мониторинг
24/7 telemetry
02
Анализ
отклонения · trends
03
Интервенция
планова · превантивна
04
Преглед
доклад · корекция
Integration with Qerra OS
Maintenance data is synchronised with Qerra OS, creating a single management platform.
Integrated analytics support energy management, capacity planning and operational optimisation.
Qerra's APIs provide direct connectivity and integration with your corporate systems for ticketing, asset management and financial reporting.
Operational framework and responsibilities
- Responsibility starts with the maintenance described in the service agreement and ends when the infrastructure is handed back to the client.
- Predictable costs and documented continuous operation are key to the long-term value of the asset.
Infrastructure without predictable maintenance stops being infrastructure.
What we don't do
Discipline in scope is a condition for the reliability Qerra promises.
- We do not take on Qerra Care for infrastructure we have not designed or have not approved through an audit.
- We do not offer Qerra Care without a prior technical audit of the site and infrastructure.
- Qerra Care is not a 'pay-per-incident' service — it is a long-term subscription with a fixed monthly commitment.
- We do not recommend hardware we cannot reliably support operationally in the region.
- We only work with a clear allocation of responsibilities between the client, the distribution system operator and Qerra.
How to get started
01
Initial consultation
The Qerra team reviews your infrastructure, operating conditions and site needs.
02
Analysis and recommendation
We prepare a needs analysis and a recommendation for the optimal package of services.
03
Service agreement
We clearly define the scope of the service and our responsibilities in the agreement — your guarantee for continuous operation.
04
Activation
When Qerra Care is active, you get 24/7 monitoring, preventive maintenance and a guaranteed response to incidents.
With Qerra Care you get more than maintenance — you get predictable long-term, reliable operation and lower operating costs.
Infrastructure without predictable maintenance gradually becomes an operational risk.