Hypercharge is a Charge Point Operator ("CPO"), commonly referred to as a charging network or network operator. This means we provide management software, driver billing & access controls, monitoring tools, support, and services to EV charger owners.
It is important to distinguish CPOs from EV charger & property owners. In the vast majority of cases, Hypercharge does not own the EV charging hardware, the infrastructure supporting the EV charger (such as electrical and networking hardware), or the property where the charger is located.
As a result, there may be cases where you are directed to contact the station owner or property management for assistance with issues that are outside of Hypercharge's control.
Examples of common issues that should typically be directed to the property owner/manager:
Parking Enforcement - Although Hypercharge encourages site owners to implement policies & signage to define EV charging stalls as for EVs which are actively charging only, the actual enforcement of these policies and any action taken against offending vehicles is the responsibility of the site owner and/or their parking enforcement provider.
Rate / Fee Change Requests - Hypercharge provides pricing guidance to all site owners, but the price & pricing structure chosen are ultimately the site owner's decision.
Station Access & Special Rates - The decision to restrict who can access a charger, the hours it can be accessed, and any user-specific special rates or discounts is made by the EV charger owner.
Networking Outages - EV chargers rely on a Wi-Fi, wired LAN, or cellular connection to the internet to operate - for example, to receive requests to start charging sessions from the Hypercharge app.
Unless a site has a Managed Networking agreement in place, Hypercharge does not control the local network the chargers connect to the internet over and any problems with this network need to be addressed by the building and/or their IT provider. For cellular connected EV chargers, the internet connection is managed by a cellular network (for example, TELUS in Canada or AT&T in the U.S.) and any problems with the cellular network are the responsibility of the cellular network.Load Sharing - At some Hypercharge locations, multiple EV chargers share electrical capacity from one circuit breaker. In these cases, the power that each station can receive may be limited when multiple stations are in use.
The decision for stations to be installed in a load-sharing configuration is based on a number of considerations, such as the number of EV users, building electrical capacity, and cost & timeline of capacity upgrades. This decision is at the sole discretion of the property owner. Hypercharge encourages dedicated capacity for each station, but this is not feasible for all properties given the large new electrical load imposed by EV chargers.Repairs & Replacements - Although Hypercharge works closely with site owners to raise & resolve any issues with their EV charger, this work must be approved by the station owner. As a result, maintenance & repairs may be delayed or deferred until such time as the site owner approves any related work.
Site Capacity & Adding Chargers - The number of chargers at a site is determined based on the site owner's budget, electrical capacity, and expected usage. Hypercharge provides tools for site owners to recognize where they may benefit from additional stations, but the decision to add chargers is made by the property owner.
What is Hypercharge responsible for?
The Hypercharge app, your Hypercharge driver account, RFID cards, billing/transactions, receipts, and notifications which allow drivers to start, monitor, and pay for their charging sessions
The Quantev™ & Eevion™ software platforms which allow EV charger owners to manage their EV chargers and monitor, report on, and integrate data them.
Providing remote support to drivers experiencing issues using Hypercharge stations
Monitoring charger health and working closely with site owners & EV charger manufacturers to address any issues
Management of EV charger settings & configuration to ensure safe and reliable operation
The local networking infrastructure used by the EV chargers to connect to the internet when a Managed Networking agreement is in place
What is the EV charger owner responsible for?
General property management, such as security, snow removal, parking rules & enforcement, signage, etc.
The electrical infrastructure used by the EV chargers to receive power
The local networking infrastructure used by the EV chargers to connect to the internet when a Managed Networking agreement is not in place
Determining the number & type of chargers, their location(s), and any load-sharing to be employed
Approval of maintenance & replacement work and related costs
Determining the price of charging and access rules
Approving access requests & special rates or discounts for specific users or groups