GREENLANE

4ways ev driver can charge at gs -mobile app -rfid card -credit card -over the phone

if driver have issues while at station they can call out toll-free number (855-DRV-GRLN ) to talk to us

mobile app for drivers -View Greenlane and partner sites​​ -Check charger availability and site details​​ -Get directions to charging site​​ -Receive charging session reservations from their fleet manager​​ -Be notified of any changes in plan, reservations, charger availability, and site conditions​

*Make sure the EV is ready to begin Charging​

EV in Park​ Plug Port Opened​ Doors Closed and Locked​ Check for Debris in cable head​ Cable Plugged into EV, a click should be heard​

SCAN THE QR Code​ -If the user has the app, it will take them to charging screen​ -If the user does not have the app, it will prompt them to download​ -Open the mobile app. XXXX Insert Instruction​ -Check the pricing is acceptable and a credit card is set-up​ -Click Start Charge and they can then view the progress of their session​ -Drivers can stop the session on their phone at any time​

QR CODE

1. LANE AND PORT LABEL -indicates "lane 30, Port A"

2. connector ID -unique ID in CMS -Unique ID across all sites​ -Used by L1 help to ID the connector for troubleshooting, etc.​ -Displayed on receipt, per CTEP​ -Component of the URL for the connector, encoded in QR code​

3.Arrow indicator for dual port charger (Alpitronic HYC400)​

ALPITRONIC-DUAL PORT EFILL-SINGLE

VIEWING SITE MAP 1.Go to Chargers > Charger Management. Double click on the station that you want to view.​ ​ If you can’t see the specific site in the list, use the search and filter options to refine the results.​

2.From the station details page, click on “Locations & Hours” found on the menu at the far left​

3.Click on the first image under “Location Picture” to bring up the map with the pin of the specific station

LOCATING A STATION IN THE MOBILE APP

-Ensure location services have been enabled in the mobile app.​ -Select the charging site you are visiting.​ -Navigate to the Connectors tab.​ -If applicable, select the power level of the charger you would like to use.​ -Select a charger with an Available Connector to reserve it.​ -If all Connectors are In Use, wait for a Connector to become Available to reserve it.​ -When you arrive at the charging site, use the signage to navigate to the charger and lane you have reserved

RFID CARD 1.Make sure the EV is ready to begin Charging​ -EV in Park​ -Plug Port Opened​ -Doors Closed and Locked​ -Check for Debris in cable head​

2.Swipe RFID where the scanner symbol is near the Credit Card reader, or​ -If Alpitronic, scanner will be located below the screen and denoted by this symbol (plug in vehicle) -If eFill, scanner will be to the left of the credit card reader and denoted by this symbol(spotify)

3.Plug in the vehicle​ -If it does not start right away move onto to using a credit card​

4.To stop the session, you can simply click end session on the charger screen​

RFID's will be set up thru partnership agreement so not all will have it. If a driver ask for more info, we will let them know that if they are part of an existing fleet, we can connect to our sales team.

CREDIT CARD

1.Make sure the EV is ready to begin Charging​ -EV in Park​ -Plug Port Opened​ -Doors Closed and Locked​ -Check for Debris in cable head​

2.Swipe RFID where the scanner is​ -If the user has the app, it will take them to charging screen​ -If the user does not have the app, it will prompt them to download​

3.Plug in the vehicle​ 4.To stop the session, you can simply click end session on the charger screen​

BASIC TROUBLESHOOTING TIPS

======(APP) ​ -Confirm the station is connected​ -Check there are no fault code​ -Confirm the driver is using the Greenlane App​ -Verify if the driver account is active and has an up-to-date payment method​ -Ensure the drive has a stable internet connection for app-base activation​

=======(VEHICLE READINESS) ​ -EV in Park​ -Plug Port Opened​ -Doors Closed and Locked​

========CONNECTION (CONNECTOR TO EV)​

-Guide the driver on how to unplug and Plug Back in Correctly:​ *Plug in the vehicle securely.​ *Start the charge through the app, keycard, or station interface.​ *Wait for confirmation on the station or vehicle dashboard.​ *Error Messages: Have the driver report any error messages or unusual sounds.​

-Check Plug and EV Port for Any Debris​ -Check the speed of the attempt in case of timeout, e.g. <90 seconds ​

========​RFID​

-Confirm the station is connected​ -Check there are no fault codes​ -Confirm the driver is using a Greenlane RFID​ -Verify the membership associated to the RFID is active​ -Check that the RFID is accepted by Driivz​

=========STATION -If No Error codes on Station, send a Remote start​ -If Faulted, check to make sure the Emergency Stop is not depressed. If depressed, request they release the Emergency Stop button after confirming​ -If Unknown, check the ABB portal to see if its online​ -If Online, send a power-cycle​ -If Offline, create a Tier 2 ticket indicating a network or power issue​

==========USING CCS

• Combined Charging System or CCS connector, but they are most often associated with North American and European automakers. In North America, all newly manufactured passenger EVs (except Tesla) will use the CCS connector.​ ​ For the CCS, the EV will lock onto the cable to keep it from being remove while charging. A session will need to be stopped before it can be disengaged.​ If an EV is unable to disengage from a charging cable:​ ​ -Check to ensure that the session has stopped​ -Gently wiggle the port up and down to try and dislodge it​ -Remotely power cycle the the unit​

========USING TESLA ADAPTER STARTING A CHARGE

-Open the charge port door on your Tesla vehicle.​ -Align the CCS Combo 1 Adapter to the end of the charging station’s cable and push together, ensuring it is firmly attached.​ -Follow the Mobile, RFID, or Credit Card instructions​ -Plug the CCS Combo 1 Adapter into your Tesla vehicle and wait for the vehicle to engage a latch that holds the adapter in place.​

======ADDING PAYMENT TO MOBILE APP Click Account​ Click Payment methods​ under account details and vehicle Click add payment Method​ Fill out the credit card form and click, Set-Up​ ​

==CREATE AND MANAGE CASES IN SALESFORCE CREATING A CASE *Creating a Case​ -Before any call, a Tier 1 ticket should be opened to capture​ the call Details ​ ​-Log in to Salesforce​ -Access Salesforce using your credentials.​ -Navigate to the Service Console or the relevant case management area.​

*Navigate to the Case Creation Section​ -Click on Cases from the navigation bar or main dashboard.​ -Select New Case to initiate a ticket.​ -Click Save ​

​* During the call​ -Look up the contact by searching for name, number, or email. If it does not exist capture the name and number to create after the call​ -Log notes within "Log Call"​

*After call fill out​ -Fill out the following fields accurately:​ -Contact:​If it did not exist, create the contact using the name and number they called from. If emailed, create the contact using their email.​ -Subject:​Provide a concise summary of the issue after the call (e.g., "Charging Station Not Responding").​ -Description:​Include detailed information about the issue:​Station ID or Location.​ -Symptoms (e.g., station not charging, error code displayed, etc.).​ -Any troubleshooting steps already performed.​ -Priority:​Assign the appropriate priority level (e.g., Low, Medium, High, Critical) based on the impact on users.​ -Type:​Choose the relevant Type (e.g., Account, Hardware, General Question, etc)​ -Charger:​If a hardware issue, add the charger by searching via the serial​

​-====ESCALATING A CASE (For any call or email that you can not resolve, a ticket should be created.​) ​ *Assign to tier 2 support Set the Status to the Escalated to Tier 2 or use the escalation process to forward the case to Tier 2.​

​*Add Additional Notes (Optional)​ If there are any internal notes or additional context needed, add a Post.​

​*Monitor and Follow Up​ Keep track of the case status for updates or resolutions.​ Provide additional information if requested by the Tier 2 team.​

​ ​These steps ensure that the Tier 2 support team has all the necessary information to resolve the issue efficiently.​

PRIORITY Critical = HSSE Concern​ High = Charger Completely Down​ Medium = Charging made difficult​ Low = Charging not impacted, ​

Unknown Station Status​ Situation:​ -Driver is unable to start a charge because the station is not communicating with the backend​

-The station the driver is attempting to charge at is showing as Unknown in the CMS​

Solution:​same process- try to plug in/out-re attempt the card Remotely reset or power-cycle the station​

Faulted Station​ Situation:​ -Driver is unable to Charge​ -The station the driver is attempting to charge at is showing as Faulted in the CMS​

resolution:​ ​ -Request that the driver attempt start a charge again using their same authentication method, letting them to plug-in promptly after authorization to avoid a timeout​ -Ask them to make sure there is no apparent debris​ In the port or cables​ -Remind them to listen for a click when plugging in​

Resolution: ​-If applicable, ask the driver to verify that the emergency stop button is not depressed​ -Advise the Driver to standby while you reset or power cycle the station​ -Wait about 5 minutes for the charger to come back online in the backend and ask the driver to try initiating a session again​

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