Commissioning
Title	Description	Reporting Period	Target
Issuing RFID cards	RFID cards are issued to drivers within 14 working days of order.	Monthly	100%
Listing a newly commissioned Charge Point	Add newly commissioned Charge Points to the ChargePlace Scotland website within 48 hours, advising the date they become available to use.	Monthly	100%
Charge Point Notifications	Notify owners and drivers when the network changes (add/remove chargers) within 24 hours of the change	Monthly	100%

Customer Service
Title	Description	Reporting Period	Target
Enquiries/ complaints response handling	All enquiries acknowledged within 30 minutes of when the request is logged and fully responded to within 20 working days	Monthly	95%
Answering helpdesk calls	Answer a minimum of 95% of calls offered.	Monthly	95%
Operational Communications Response	Communications and social media enquiries to be acknowledged or replied by the Contractor within 2 hours	Monthly	95%
Availability of support	Telephone help line available 24/7 including for text and social media responses	Monthly	100%

Fault Management
Title	Description	Reporting Period	Target
Timeliness of fault updates	All fault tickets, open for longer than 48 hours to be flagged for escalation to owners and reported to Transport Scotland	Monthly	100%