give me one moment while i checked here in my end and exhaust my resources. thankyou for patiently waiting on the line *hi,Thank you for calling Greenlane My name is Jenny. How may I assist?

and by the way how was ur day...........PERFECT.

*I would be happy to help you (assist where to park your car in the charging area ) (search for the nearest charging station in ur area) OKAY SO before we proceed to your concern for us to be able to process smoothly can i have your name pls? ...........................perfect

*can i have also ur *Phone number *awesome !how about your *Email address *wonderful! thankyou so much

*okay so to (concern)

=============================== —-IF FIRST TIME

*Ohh, I see since this the first time you've tried something like this no worries I’m here to you help you on how to

—IF ANNOYED *I UNDERTSAND you're feeling this way

• I'm really sorry you're feeling this way .. If that happened to me, I would also FEEL THE SAME but Don't worry I'll make sure to assist you on …(concern) ================================ —-LONG WAIT

*I really do apologize that it has took this long to find a solution to the issue ( on how to…..) but rest assured that i will exhaust all my resources to resolve this as soon as possible

*I'm so sorry that you waited for 45 minutes and your issue isn't resolved yet. If I am on your shoes, I'd feel the same way too. But dont worry since right now that you're on the line with me, I will do everything I can to resolve your issue right away.

1. LOCATE A CHARGING STATION

(For ur convinience, u can easily locate i mean can u navigate ur google maps in ur phone u can actually type there greenlane charging station for u to be able to search the nearest charging station. Use apps like PlugShare, ChargePoint -umm, perfect)

-so uhm are u able to see the nearest cahrging station now? -may i know IF where u at right now ..... -oh its just near and ur actually almost there -so since you already search the nearest charging station if ur already there firstly

1. Park and Prepare Your EV -(*so firstly u can park ur evehicle in the designated charging space and secondly make sure ur vehicle is in park mode and its powered off and lastly unplug ur charging cable from the station, okay) alrightyyyyy

2. *actually u can select a type of charger option we have alpitronic which have dual port and has 400kilowats fastcharger and efill it has single port with 180 kilowats

*and you mantioned earlier that ur in a hurry so alpitronic *that its okay for you to wait and youre not in a hurry so efill is perfect for u.

1. Connect the Charging Cable -may i ask what type of car are u using rn? Wow! Thats beautiful thats my dream car also, Hopefully i can buy one like that but yeah u can check if theres a charger thats compatible to UR POOZHOW,TESLA, PORJA car and then select that one okay.

*after selecting the type of charger u can actually Plug the charging connector into your car’s charging port. Just to make sure ur connected u may hear a click right there. DID U HEAR THE CLICK okay uhum

1. Payment Process *to start charging , you may first select the option we have different option right there. And may i ask if do u have a membership card (for u to be able to have a discount), oh i see not a problem.. how about credit or debit card uhmmm perfect u can actually swipe the card right there. HAVE U SUCCESSFULLY PROCESS UR PAYMENT? WONDERFUL

or mobile app to start the charging session. if u have Mobile Apps like ChargePoint, Tesla Supercharger or PlugShare) it will do also. -yah acutally u can use that one -RFID Cards (used by some charging network providers)

*im sorry john we dont accept...

*alright so since since we successffully process ur payment u can Check your EV’s dashboard to see charging status.) *its actually LOCATED at the center inside your car

• yah u can check ur dashboard also to ur mobile apps even if youre far away to ev. Absulotly

1. End Charging Session Once your EV is fully charged (or reaches your desired range), U CAN disconnect the charging cable from your vehicle. Some charging stations may automatically stop charging when its complete, while others may require you to press a button to stop thE SESSION.

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

Unknown Station Status​ 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​ 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:​ ​-Have u check for the debris and make sure there is no apparent debris​ In the port or cables​ -Can u pls re-attempt to start a charge again using the same authentication method, and try to plug-in promptly after authorization to avoid a timeout​ -Okay and after that u may listen for a click when plugging in​.

if doesn't go through....

​-Can u pls verify if the emergency stop button is not depressed​ -Please standby while I reset or power cycle the station​ -Would u mind if I will put this call on hold for about 5 minutes for the charger to come back online in the backend -Alright now, try to initiate the session again​.

FAULT DURING SESSION Situation:​ -Driver is unable to continue Charging​ -The station the driver is attempting to charge at is showing as Faulted in the CMS​

Resolution: -I will Check the logs for any error codes and u may report any error codes u may see on the HMI​(screen) -Check if those error codes prevent charging​ -If there are persistent error codes, reset or power cycle the charger​ -Verify any critical error codes have cleared before attempting to charge again​ -Request that the driver attempt start a charge again using their same method, letting them to plug-in promptly after authorization to avoid a timeout​ -Remind the Driver to listen for a click when plugging in​

Charger Doesn’t Recognize Plugin​ Situation:​ -A Driver is attempting to plug in and begin a session​ The charger does not recognize that the connector has been plugged in and does not begin a charging session​

Resolution: -Can u unplug the connector and wait 30 seconds before plugging back in​ -(While the Driver unplugs the vehicle, monitor the connector status to ensure is goes from Preparing to Available after unplug and from Available to Preparing when plugged back in​) -After plugging in, Alright now, try to re attempt to Authorize the transaction again. ​*************************

IF CX NEW TO APP

-make sure the ev is ready to begin charging -ev is in park mode -plug port opened -doors closed&locked -checked for debri in cable head

(if user has app, it will take u to charging screen. but if not, it will prompt to download) -open the app and insert instructions -u can actually check the pricing is acceptable and a credit card set-up -click start charge and u can then view the progress of ur session. -u can actually stop the session on ur phone at any time.

IF DRIVER CALLING AND ASKING CHARGE SESSION TO DO IT

--make sure the ev is ready to begin charging

• and ur ev is in park mode -plug port opened -doors closed&locked -checked for debri in cable head

alright so i guess were all set “Name of Customer” is there anything else I can help you with today?

Thank you for calling Greenlane Customer Support. Have a great day