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Support Service

Customer service support requests
and FAQ page

Support

EVOS provides customer support through a "support ticket" system. A support ticket is a system in which customer inquiries are managed as a unit called a "ticket" to make it easier to manage and track them, and we strive to improve support while increasing customer convenience.

Specifically, a dedicated ticket is required when receiving support. This is a digital ticket exchanged online. Each ticket is assigned a number for each customer, making it easy to manage and allowing support progress to be recorded.

If you have a specific technical question or are experiencing a faulty product, you can open a ticket here and someone will respond to you promptly via email or phone.

If you require any optional items or spare parts, please submit a ticket here. Our responsible department will respond to you immediately by email or phone.


If you have any questions regarding installation or commissioning, please submit a ticket here. Our department will respond to you promptly via email or phone.

Please submit a ticket to return a product. Returns of products will be accepted only at our discretion.



Submit a ticket related to technical support

If you have a specific technical question or are experiencing a faulty product, you can open a ticket here and someone will respond to you promptly via email or phone.
Please enter your name.
Please enter your email address.
Please enter your company name.
Please enter your address.
Please enter your city location name.
Please enter your postal code number.
Please enter your phone number.
Please enter your website address.
Please enter the property name.
Please enter your product serial number. [Required] The serial number is located on the product label.

Installation location

If different from billing address

Enter the address of the installation location.
Enter the city of the installation location.
Please enter the installation location postal code number.
Please enter the commissioning date of the product.
Please enter the date the problem occurred.
Please explain the details of the problem in detail.
Select files

Submit a ticket related to optional items or spare parts

If you require any optional items or spare parts, please submit a ticket here. Our responsible department will respond to you immediately by email or phone.
Please enter your name.
Please enter your email address.
Please enter your company name.
Please enter your address.
Please enter your city location name.
Please enter your postal code number.
Please enter your phone number.
Please enter your website address.
Please enter the product reference number.
Please enter the requested quantity.
If you do not know the product reference number, please enter it here.
Select files

Submit a ticket related to installation and commissioning

If you have any questions regarding installation or commissioning, please submit a ticket here. Our department will respond to you promptly via email or phone.
Please enter your name.
Please enter your email address.
Please enter your company name.
Please enter your address.
Please enter your city location name.
Please enter your postal code number.
Please enter your phone number.
Please enter your website address.
Please write your message.
Select files

Submit a ticket to return a product

Please submit a ticket to return a product. Returns of products will be accepted only at our discretion.
Please enter your name.
Please enter your email address.
Please enter your company name.
Please enter your address.
Please enter your city location name.
Please enter your postal code number.
Please enter your phone number.
Please enter your website address.
Please write your message.
Select files

FAQ

Here are some frequently asked questions.
Can I adjust the power of the EVOS chargers?
Yes, you can set the maximum output current of each charger individually.
What is an AC Level 2 Charger?
An AC Level 2 charger supplies alternating current (AC) to an electric vehicle, which is then converted to direct current (DC) by the on-board charger to charge the battery. It typically provides faster charging than a Level 1 charger.
How fast does an AC Level 2 charger charge an EV?
An AC Level 2 charger typically provides enough energy for a range of 20-60 km per hour, depending on the charger's output and vehicle acceptance. EVOS's home EV charger (EVOS Basic) has a charging power of 6 kW (7.4kw at 230V), which means it can fully charge a 30kW Honda N in 30/5 = approximately 5.5 hours. It can also charge a Tesla Model 3 Standard Range Plus 54kW model from 0-100% in approximately 9 hours. Of course, there's no need to fully charge your battery every day.
What are the voltage and power ratings of EVOS chargers?
AC Level 2 chargers typically operate at 100V or 200V in Japan (120 or 230V abroad) and can deliver 16-32A per phase. EVOS EV chargers operate can operate from 200V (Japan) to 240V and can be configured to deliver a maximum power output of 32A per phase (one phase in Japan), up to three phase for EVOS Pro model for abroad markets.
Can I install a Level 2 charger at home?
Yes, many EV owners install Level 2 chargers at home. However, the installation must be done by a qualified electrician. It's also important to ensure your home has sufficient electrical capacity.
How much does it cost to install an EVOS charger at home?
Installation costs vary depending on the charger, the complexity of the electrical work, and local labor costs. Average costs range from $5000 to $2500. There are two parts to installing an EV charger: electrical work and installation. EVOS products are designed to significantly reduce installation costs.
Do I need a special licence to install an AC Level 2 charger?
Yes, a licence is usualy required for electrical work related to installing a Level 2 charger. In Japan it is prohibited by law for anyone other than a licensed electrician to do so.
Are EVOS chargers work with all EVs?
Yes, AC Level 2 chargers (including EVOS chargers) are compatible with most electric vehicles, but charging speeds will vary depending on the onboard charger.
What are the advantages of a Level 2 charger over a Level 1 charger?
Level 2 chargers (EVOS products) provide significantly faster charging (2x) than standard Level 1 chargers, reducing the time required to charge an EV. EVOS chargers also incorporate various safety features, making them safer to use than Level 1 chargers.
Is it safe to leave my EV plugged in to the EVOS charger overnight?
Yes, the EVOS charger has built-in safety features to prevent overcharging, so it is safe to leave it plugged in overnight.
Do I need to install an additional breaker in my switchboard?
In most cases, no additional ground fault circuit interrupter is required. However, we recommend that you have a site inspection by a qualified electrician.
How can I prevent unauthorized people from using the charger?
EVOS chargers offer QR code access control to ensure only authorized users can charge. Charging sessions can only be started and stopped after successful authentication using a registered ID. The EVOS VID system also automatically authenticates your car, preventing access for others.
What are the benefits of linking the charger to a load balancing system (EMS)?
Integrating your charger into a dynamic load management system ensures that charging capacity does not exceed the capacity of your demand contract and is used optimally. It also protects your home's power supply from overload. Our EVOS EMS provides dynamic load management easily and at low cost. In addition, EVOS EMS monitors the power consumption of your entire home and, by linking it with your solar power generation system, you can also charge your EV using solar power.
Who should I contact to purchase and install an EVOS charger?
For expert advice on purchasing and installing an EVOS charger, please contact our electrical wholesale partner, an electrician, or an EVOS sales representative. For apartment installations, your property management company is also an important contact point. Always use a qualified electrician for installation.
Can EVOS chargers be installed outdoors?
Yes, all EVOS EV chargers are IP65 waterproof, so outdoor installation is no problem.
What are the benefits of installing an EV charger in an apartment building?
Installing an EV charger in an apartment building greatly improves convenience for residents. For residents who own electric vehicles, being able to charge their cars overnight is particularly appealing. Furthermore, as EVs become more common, having charging facilities increases the value of the property and is a great way to attract new tenants. Furthermore, installing charging facilities can help promote the image of your apartment building as an environmentally friendly one.
What types of chargers are suitable for apartment buildings?
There are two types of chargers for apartment buildings: those for private parking spaces and those for shared parking spaces. For private spaces, models with individual chargers installed in each apartment are the norm. For shared spaces, on the other hand, network-compatible chargers that can be used by multiple vehicles are more suitable and are equipped with a system for managing charging time and usage fees. Additionally, installing chargers with load balancing capabilities allows for efficient management of power supply throughout the building.
What are the challenges of installing chargers in apartment buildings?
In apartment buildings, the main challenges are installation location, power supply issues, and cost sharing among residents. If parking space is limited, careful consideration must be given to where to install the chargers. It is also necessary to confirm whether the existing power infrastructure can meet the demand for the chargers and to install wiring if necessary. Furthermore, it is important for residents to agree on how to share the installation and operating costs. EVOS's demand control system is designed to avoid power infrastructure upgrades, which is a major advantage.
Is there a way to manage charger usage fairly among residents?
By installing EVOS chargers, usage time and power consumption can be recorded individually, and usage fees can be charged to each resident. A smartphone app can be used to manage advance reservations and the start of charging. By utilizing the EVOS system, you can prevent disputes between residents and ensure fair use of chargers.
Are there any laws or regulations I should be aware of when installing an EV charger?
When installing a charger in an apartment building, you must comply with building management regulations, fire prevention laws, electrical equipment technical standards, etc. In addition, in the case of condominiums, approval from the management association is required. Before installation, it is important to consult with experts and installers and create a plan that meets legal requirements.
What types of apartment buildings are suitable for installing chargers?
The installation of EV chargers is particularly suitable for the following types of apartment buildings. First, in homes with a high rate of EV ownership among residents, the development of a charging environment should be prioritized. It is also beneficial for newly built condominiums and apartments to consider installing chargers in anticipation of future EV demand. Furthermore, it is common for luxury apartment buildings to install charging facilities to increase the added value of the property.
How to maintain EV chargers?
Maintaining chargers is an important aspect even after installation, but fortunately AC charger don't require much maintenance. EVOS products can maintain proper operation through remote monitoring and autonmatic regular software updates. Furthermore, by including regular inspections by specialists and rapid response in the event of a breakdown in your contract, you can ensure long-term reliability.
What should I consider when choosing an EV charger?
  • Output (kW): Choose an output that matches the vehicle's charging capacity.
  • Cable length: Choose an appropriate length based on the installation location and vehicle position.
  • Smart features: Choose Wi-Fi and app connectivity features as needed.
  • Durability: For outdoor installation, water and dust resistance (IP rating) is important.
  • Installation costs: Installation costs vary depending on the charger.
  • Manufacturer's warranty: Choose a reliable brand and a comprehensive warranty period.
Can multiple vehicles share the same EVOS charger?
Yes, you can. However, you cannot charge multiple vehicles at the same time.
How much will installing an EV charger increase our electricity bill?
It depends on how often you use and charge your vehicle, but you can calculate it using the electricity rate per kWh and the vehicle's battery capacity. For example, to fully charge a 60 kWh battery in a Tesla Model 3 (RWD), which has a range of 565 km, the cost would be approximately 1,800 yen if the electricity rate is 30 yen/kWh.
What are the benefits of installing EV chargers at our company?
  • Improve customer satisfaction: You can provide charging services to EV users visiting your store or facility.
  • Employee benefits: Providing charging infrastructure for employees who use EVs creates a comfortable working environment.
  • Promoting environmental awareness: Improve your company's image by demonstrating your commitment to sustainability.
  • Revenue opportunities: You can use charging station usage fees as a revenue stream.
How much does it cost to install a charger at a corporate facility?
  • Charger itself: Approximately 100,000 to 200,000 JPY per unit.
  • Installation costs: 100,000 to 600,000 JPY or more for electrical wiring and foundation work.
  • Network operating costs: Network-compatible models may incur a monthly service fee.
What equipment and preparations are required when installing a charger?
  • Check power capacity: Make sure the facility's power infrastructure can accommodate the charger.
  • Select an installation location: Consider parking lot traffic flow and frequency of use when selecting the location.
  • Permitting and licensing procedures: You may need to follow procedures in accordance with local regulations and building codes.
What kinds of companies are suitable for installing chargers?
Installing chargers brings benefits to a variety of industries. For example, in commercial facilities, they increase convenience for customers. In hotels, they lead to improved service for guests. In office buildings, they can improve employee welfare and increase the asset value of the building. In logistics companies, they support the efficient operation of EV trucks and delivery vehicles. Furthermore, in local governments, they can be used as public infrastructure for residents.
How to manage the operation of EVOS chargers?
Operation can be managed through a dedicated platform or app. This allows you to monitor charger usage in real time and automatically collect fees. You can also receive notifications when an abnormality occurs and create an efficient maintenance plan.
Can I adjust the power of the EVOS chargers?
Yes, you can set the maximum output current of each charger individually.
Which charging service management and operation apps are EVOS chargers compatible with?
EVOS chargers use the OCCP1.6J (upgradable to OCCP 2.0) communication protocol, so they are compatible with any system that supports OCCP.
Can EVOS callbox be installed in locations with unstable or poor Wi-Fi signal?
Yes, it is possible to connect to the server even in areas with poor mobile phone signal, such as underground parking lots. To do this, an LTE router module must be installed in the charger. In locations with multiple charging chargers, you can also create a local Wi-Fi network using a satellite internet service (such as Starlink).
How do you ensure cybersecurity of the system?
All communications are encrypted using the AES standard with a 256-bit key length, providing the strongest level of cybersecurity.
What safety features are included?

EVOS Smart AC Chargers are designed to safely handle high energy loads and are weather-resistant and shock-resistant. All of our cables undergo rigorous testing and quality checks before production and exceed international safety standards. EVOS Chargers are made with high-quality components and designed to last.

We've also developed a safety relay contact abnormality detection function that detects permanently activated switching contacts on devices and prevents AC voltage from being applied to the charging cable. If this occurs, the charger will disconnect from the power source until the problem is resolved.

Protection features: DC residual current sensor 6mA, overcurrent, overvoltage, undervoltage, surge protection, contact protection and temperature sensor.

What specifications are required for the charger's power cable?
The size of the power cable depends on the charger's maximum power and the length of the power cable. The power cable must be designed by a qualified electrician. Outside of Japan the recommended size for the power cable is stranded 5.5mm². In Japan, generally, the recommended size for the power cable is stranded: 8mm². The recommended size for the grounding cable is stranded: 3.5mm² or more.
What is EV charging software? Why do I need it?
EVOS's EV charging software is a cloud platform for operating, monitoring, and billing chargers. Using this software, you can monitor charging station usage in real time and bill users for charging fees. EVOS chargers in particular are often used by multiple users simultaneously, so efficient management using software is important. EVOS chargers also typically offer load balancing and energy efficiency optimization functions.
What are the key functions of EVOS software?

Charging software has a wide range of functions. For example, it can:

  • Usage monitoring: See which chargers are in use and how much power they are supplying in real time.
  • Billing and payment management: Charge users based on time and energy consumption and collect fees electronically.
  • Reservation system: Allow users to reserve charging stations in advance.
  • Remote control: Start and stop charging sessions from your smartphone or PC.
  • Load management: Adjust power consumption to ensure the building's power capacity is not exceeded, even when multiple chargers are in use simultaneously.
How does EVOS software operate?
EVOS software is primarily cloud-based, allowing operators to manage chargers via the internet. It also provides a dedicated app and dashboard for intuitive operation. The software also allows for analysis of user data and usage history, which can be used to improve services.
In what situations is EVOS software particularly useful?

The software is particularly useful in the following scenarios:

  • Apartment complexes: Managing usage history and billing to ensure fair use among multiple residents.
  • Commercial facilities: Streamlining the provision of charging services to improve customer satisfaction.
  • Office buildings: Monitoring the usage of employee chargers and operating them efficiently.
  • Fleet operations: Logistics companies and taxi companies use it to efficiently manage the charging of multiple vehicles.
What data is collected via the cloud?

The EVOS cloud collects and records data such as:

  • Charging session start and end times.
  • Power consumption (kWh).
  • Charging history for each customer.
  • Usage frequency and peak power demand. This data can be used to generate customer bills, improve operational efficiency, and plan future charging infrastructure expansion.
Do you support charger maintenance via the cloud?

EVOS's cloud monitors the status of chargers and sends alerts if an abnormality occurs. Regular software updates are also available to add new features and improve security. This minimizes charger downtime and increases reliability.

How do users use the app?
Users can access the cloud through a smartphone app, which allows them to check the availability of chargers and start and stop charging. Furthermore, some software allows users to make reservations and pay within the app, improving the user experience.

Contact and support

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Inquiries about the products

    Company

    EVOS Energy Japan

    • 075-314-8760
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