What information should I include when reporting an issue? – DCS Partner FAQs

The more context upfront, the faster the resolution. As a rule of thumb:

For authentication issues: EVSE ID(s), authentication method (RFID / app / remote), date and time, Contract ID or RFID UID if available, and the scope (one station, several, or the full network).
For session or billing anomalies: session ID, EVSE ID, date and time, Contract ID or Authentication Instrument ID, and a description of what looks wrong.
For CDR or POI data issues: affected EVSE IDs or pools / station range, time period, any error messages, and your CPO ID - which must match both your POI data and your CDRs.
For connectivity or interface issues: the impacted interface (e.g. OCPI, Hubject), when the issue started, any logs or error messages, and whether it's ongoing.
For planned maintenance: affected stations or regions, planned start and end time, and any opening hour restrictions during the window.
For migration plans: scope of migration (all charge points, all sub-CPOs or partly), from which interface to which new interface (from one roaming platform to the other, from roaming platform to direct OCPI connection, from one CPMS to another), changes in technical, commercial and operational set-up such as: CPO IDs, CPO names, billing party, accounting data if new (address, Tax ID, bank account etc.), timeline.