PlugStream Sentinel

PlugStream Sentinel service scope

PlugStream Sentinel is a managed EV charging support, monitoring and migration service for commercial charging sites. The scope of service depends on the Sentinel package selected and any separate agreement in place.

These service terms are provided as a summary of PlugStream Sentinel scope and exclusions. Formal contract terms may apply separately.

What Sentinel provides

Charger monitoring where supported
Remote issue triage
Customer support case handling
User/RFID support where supported
Reporting based on package level
Remote configuration or actions where supported and authorised
Installer coordination where site attendance is required
Migration assessment for supported third-party OCPP chargers

Customer responsibilities

Customers are responsible for:

Providing accurate site and charger information
Ensuring the site electrical installation is safe and compliant
Maintaining site power, internet, SIM or network connectivity unless separately contracted
Providing lawful access to relevant charger/platform data
Providing site access for installers or engineers when required
Maintaining any third-party warranties or maintenance agreements
Notifying PlugStream of changes to site configuration, ownership or access requirements

Exclusions

Sentinel does not include by default:

Electrical repairs
Replacement parts
Civil works
Cable replacement
Damage caused by misuse, vandalism, water ingress or external factors
Third-party hardware warranty cover
Manufacturer warranty administration unless separately agreed
Out-of-hours attendance
Guaranteed uptime SLA
Support for locked, unsupported or inaccessible third-party charge points
Payment processing unless separately enabled
SIM/connectivity charges unless included in the package

Detailed scope

Additional service conditions

Third-party hardware

Where Sentinel is used with third-party charge points, support is subject to hardware compatibility, OCPP access, configuration access, network control and the technical capabilities of the charge point. PlugStream cannot guarantee that every third-party charger can be migrated or supported.

Safety

If a charger appears unsafe, the customer should stop using it and arrange inspection by a suitably qualified electrician or EV charge point installer. PlugStream may advise on support next steps but unsafe electrical equipment must not remain in service.

Site visits

Where site attendance is required, PlugStream may coordinate with the customer's installer, maintenance provider or an approved partner. Site visits, travel, labour, replacement parts and electrical works are quoted separately unless included in a separate agreement.

Availability and SLAs

Sentinel provides support and monitoring based on the selected package. Unless a separate written SLA is agreed, Sentinel does not guarantee charger uptime, response time, repair time or availability.

Data and access

Customers must have the lawful right to provide PlugStream with site, charger, user and operational data required for support and migration assessment. Personal data should only be shared where necessary for the service.

Payment and term

Monthly charges are billed in advance unless otherwise agreed. Assessment, migration, site visit and project charges may be billed separately. Minimum terms, cancellation periods and payment terms will be confirmed in the customer agreement or quotation.

Need the right support level?

Review the Sentinel packages or contact the team with your site details so we can confirm what is practical.

View Sentinel pricing Book a Sentinel assessment