In the world of EV charging, every minute matters. Downtime affects drivers, revenue, and the efficiency of the charging site. That’s why remote diagnostics and repair have become one of the most powerful levers for improving mean time to resolution (MTTR) and reducing maintenance costs. 

Capable of Resolving Up to 80% of Issues Without a Truck Roll 

Most charger disruptions aren’t caused by physical damage — they stem from software, communication, or configuration issues. Remote diagnostics and repair are only possible when chargers are connected to InControl™, the cloud platform that links charging assets directly to the  InCharge Energy Network Operations Center.  

Without an InControl connection, issues often go unnoticed until a site reports a problem — resulting in longer outages, reactive service calls, and multiple truck rolls. With InControl, issues can be identified, diagnosed, and often resolved before the site is even aware there was a problem. When chargers are connected to InContol, up to 80% of issues can be resolved without a truck roll.  

These are some of the most common issues resolved before a technician ever steps foot on site: 

• Power Supply Issues 

• Communication Failures 

• Metering & Authentication Problems 

• Insulation & Isolation Errors 

• System Setup & Wake-up Errors 

Each of these issues can be analyzed remotely and, in most cases, resolved remotely — saving days of back-and-forth and dramatically reducing mean time to resolution. 

For the Remaining 20%: Technicians Arrive Prepared 

Not every problem can be handled remotely. Physical failures — like cable damage, blown power supplies, or a cracked display — require an on-site technician. 

But even in those cases, remote diagnostics still play a major role. 

With a connection to InControl: 

• Technicians know the issue before they arrive 

• They’re equipped with the right tools and spare parts 

• Real-time data and device history guide the repair 

• Past work orders feed into new ones, creating a loop of continuous improvement 

This means fewer surprises, fewer repeat visits, and shorter time on site. 

Diagnostics-Driven Parts Readiness 

This preparedness extends beyond insight. By identifying failures in advance, the right replacement parts can be staged before dispatch, ensuring repairs are completed in a single visit. 

A Smarter Service Model: One Truck Roll, Faster Resolution 

Remote diagnostics and intelligent maintenance workflows aren’t just conveniences — they’re the foundation of a faster, smarter, more reliable service model. 

By solving up to 80% of issues remotely and ensuring technicians arrive fully prepared for the remaining 20%, we achieve the one truck roll to resolution standard.