Service level agreement
The SLA, published.
Uptime, response, replacement, escalation, credits. The same document that goes into the contract.
- ≥97%uptime per dispenserConfirm
- ≤24 hrresponseConfirm
- MTTRreported monthly
The MegaWatts service level agreement commits to a monthly uptime target per dispenser, a response time of 24 hours or less to any reported fault, a hardware replacement target, a named escalation path, and automatic service credits when targets are missed. Pilots are NDA-by-default and a certificate of insurance is issued on request.
Commitments
Four numbers we sign.
| Commitment | Target | Definition |
|---|---|---|
| Monthly uptime per dispenser | ≥ 97%Confirm | Measured per dispenser, per calendar month, excluding scheduled maintenance windows agreed 72 hours ahead. |
| Response to reported fault | ≤ 24 hrConfirm | Acknowledged by a named engineer, not a ticket auto-reply. Remote diagnosis begins within 1 hour of report. |
| Hardware replacement target | ≤ 72 hrConfirm | Dispenser or block swap when remote repair fails. Spares staged regionally. |
| Mean time to repair, reported | Monthly | MTTR per fault class published in your monthly report. Uptime hides duration; MTTR does not. |
Procurement teams increasingly require 97–99% monthly uptime per charger with penalties, and treat MTTR as the metric that matters. Charged Fleet, redefining the charging reliability layer · 2026 · Evaisun, EV charger RFP checklist · 2026
Escalation
Named roles, not a queue.
| Level | Role | When |
|---|---|---|
| 1 | Fleet power engineer (named in your agreement)Confirm | Immediately, 24/7, via phone or NOC |
| 2 | Operations leadConfirm | If not acknowledged in 1 hour or not resolved in 12 |
| 3 | FounderConfirm | If not resolved in 24 hours, or any safety event |
Credits
When we miss, you are paid.
| Monthly uptime | Credit | Basis |
|---|---|---|
| 97.0% – 99.0% | 0%Confirm | Target met |
| 95.0% – 96.9% | 10%Confirm | of that dispenser's monthly fee |
| 90.0% – 94.9% | 25%Confirm | of that dispenser's monthly fee |
| < 90.0% | 50%Confirm | of that dispenser's monthly fee, plus termination right |
Safety, liability, confidentiality
The paragraphs lawyers ask for.
Battery safetyConfirm
Blocks are designed to UL 1973 and tested under UL 9540A. Thermal management, fault isolation and remote shutdown are monitored 24/7. Incident response procedures are shared with your site safety lead before commissioning.
Liability and insuranceConfirm
MegaWatts carries general liability and equipment coverage for every deployment; a certificate of insurance is issued on request. Customer vehicles remain under the customer's policies.
ConfidentialityConfirm
Pilots are NDA-by-default. Session data belongs to the customer; MegaWatts uses it only to operate and report on the site.
FAQ
SLA questions.
Why MTTR and not just uptime?
A 99% uptime charger can still be down for a 7-hour stretch at the exact moment your fleet returns. MTTR tells you how long you were actually stuck. We report both.
How are credits applied?
Automatically on the next invoice, per dispenser, from the table on this page. You do not have to claim them.
What is excluded from uptime?
Scheduled maintenance agreed 72 hours ahead, customer-caused damage, utility or fuel supply failures outside our scope, and force majeure. Everything else counts.
Who do we call?
A named fleet power engineer first, then the operations lead, then the founder. Roles and hours are in the escalation table above; names are in your agreement.
Is our pilot confidential?
Yes. Pilots are NDA-by-default. We do not name customers or sites without written consent.
Can we get a certificate of insurance?
On request, for every deployment, before equipment arrives.
Start here
Get the SLA attached to a Site Power Plan.
kW, kWh, blocks, layout and days-to-live for your site. Free, whether or not you buy. Three fields to start.
Prefer the phone?
888-675-9555