Introducing the industry’s first financially backed “First Plug-in Success Rate” guarantee
For about a century, drivers have pulled up to the pump, opened their gas tank and pulled the trigger without thinking twice about whether or not gasoline would start flowing. The same thing cannot be said about EV charging. It’s been the bane of many EV drivers’ experiences and a real blocker to broader EV adoption.
The reality is that safely deploying high voltage and high currents is complicated and there are many parts and systems involved. As a result, many in the industry make excuses and carve outs when calculating station performance. Hardware providers point at software. Software points at hardware. Station operators blame vehicle manufacturers, network authorization, or the payment system. Worse, everyone blames user error.
Our perspective? It doesn’t matter. No matter the reason, an unsuccessful charging attempt results in a frustrated driver and a chance that they never return to the charging station and the store or restaurant that it is associated with. The experience became your problem the moment they parked on your lot—regardless of whose name is on the charger.
And that’s why we’ve worked to develop an increasingly vertically integrated solution that allows us to control all parts of the system, gather and analyze telemetry data, and solve problems before they even happen through fault detection, isolation, and remediation (FDIR) principles.
It’s also why we are excited to announce the industry’s first financially backed First Plug-in Success Rate guarantee. We guarantee a rate of 85% or better; if we fail to meet this, we will issue a refund on O&M commensurate with the miss.
No carve outs, no excuses. If a customer is trying to plug in and charge, it counts. It’s that simple.
With Electric Era, drivers plug in and charge without friction—no failed payment, no confused handshake between vehicle and charger, no abandoned session in your parking lot. It’s also worth noting that we’re raising the bar on SCAR (successful charge attempt rate). If the fifth attempt eventually works, while SCAR calls that a success, we don’t think that’s good enough. “Good enough” doesn’t cut it in other parts of your business.
If you're evaluating EV charging providers, don't let uptime be the only number you scrutinize. Uptime tells you whether a charger is technically "on." First plug-in success tells you whether your chargers are working the way they’re supposed to and your customer had a good experience. We now guarantee both.
For about a century, drivers have pulled up to the pump, opened their gas tank and pulled the trigger without thinking twice about whether or not gasoline would start flowing. The same thing cannot be said about EV charging. It’s been the bane of many EV drivers’ experiences and a real blocker to broader EV adoption.
The reality is that safely deploying high voltage and high currents is complicated and there are many parts and systems involved. As a result, many in the industry make excuses and carve outs when calculating station performance. Hardware providers point at software. Software points at hardware. Station operators blame vehicle manufacturers, network authorization, or the payment system. Worse, everyone blames user error.
Our perspective? It doesn’t matter. No matter the reason, an unsuccessful charging attempt results in a frustrated driver and a chance that they never return to the charging station and the store or restaurant that it is associated with. The experience became your problem the moment they parked on your lot—regardless of whose name is on the charger.
And that’s why we’ve worked to develop an increasingly vertically integrated solution that allows us to control all parts of the system, gather and analyze telemetry data, and solve problems before they even happen through fault detection, isolation, and remediation (FDIR) principles.
It’s also why we are excited to announce the industry’s first financially backed First Plug-in Success Rate guarantee. We guarantee a rate of 85% or better; if we fail to meet this, we will issue a refund on O&M commensurate with the miss.
No carve outs, no excuses. If a customer is trying to plug in and charge, it counts. It’s that simple.
With Electric Era, drivers plug in and charge without friction—no failed payment, no confused handshake between vehicle and charger, no abandoned session in your parking lot. It’s also worth noting that we’re raising the bar on SCAR (successful charge attempt rate). If the fifth attempt eventually works, while SCAR calls that a success, we don’t think that’s good enough. “Good enough” doesn’t cut it in other parts of your business.
If you're evaluating EV charging providers, don't let uptime be the only number you scrutinize. Uptime tells you whether a charger is technically "on." First plug-in success tells you whether your chargers are working the way they’re supposed to and your customer had a good experience. We now guarantee both.
