Commercial Support
Commercial Charging Support
Support for workplace, destination and business EV charging sites, including charger issues, maintenance, repairs and general support requests.
Charger Issues
Submit a support ticket if you are experiencing issues such as:
- Chargers not starting
- Failed sessions
- Damaged units
- Unexpected faults
- Error messages
Where the issue relates to the charger unit itself and falls within the manufacturer warranty, support may be handled directly by Rolec.
Repairs Outside Warranty
If a repair falls outside of warranty, ICEE-EV can review the issue and advise on the next steps.
Any callouts, replacement parts or repair work will be quoted and charged accordingly before work is carried out.
Site & Network Support
For commercial sites, we can also help review issues linked to:
- Access
- Connectivity
- Back-office platforms
- Charger availability
- Site-specific requirements
The Support Process
All of our installations follow a similar support process. Our team will review the issues you are facing, and provide next steps.
Submit A Ticket
Submit a ticket and our expert team will start to investigate.
Warranty or Call Out
We will check whether your chargers are within warranty or if a call-out is required.
Engineer Visit
Where required, we will arrange for an electrician or technician to attned site.
Resolution
We will resolve the issue, confirm the outcome, and provide any other relevant follow-up information.
Commercial Support FAQ’s
Who should I contact if a charger has a fault?
If the fault relates to the charger unit itself and is covered under manufacturer warranty, Rolec may need to be contacted directly. For installation issues, repairs outside warranty, or general commercial support, please submit a ticket with ICEE-EV.
What information should I include in a support ticket?
Please include the site address, charger serial number, installation date if known, a clear description of the issue, any fault codes or app messages, and photos where relevant.
Will I be charged for a repair?
If the repair falls outside of warranty, you will be charged accordingly. Warranty does not guarantee a free visit each time. All tickets are investigated accordingly to ensure they meet our terms and conditions.
Can ICEE-EV support multiple chargers on one site?
Yes. Please include details of how many chargers are affected and whether the issue is isolated to one unit or impacting the wider site.