Letter from Chargefox CEO John Sullivan

Dear Chargefox customers and partners,

I am writing to address the recent prolonged outage of several of our EV chargers. On behalf of the entire Chargefox team, I extend my sincerest apologies for the inconvenience and frustration this situation has caused.

This outage was a result of a failure in a service provided by our telecommunications partners, which significantly impacted our ability to maintain the seamless charging experience you have come to expect from Chargefox.

Notification of forthcoming brief outages.
‍Due to planned maintenance to further strengthen the solution, two periods of service disruption will affect the same stations as the recent incident.

Outage 1
‍Tuesday 11th June between 1am and 6am AEST.
We expect only 2 brief periods of downtime of ~20 minutes.

Outage 2
‍Wednesday 19th June 11pm until Thursday 20th June 3am AEST.
We expect only 1 brief period of downtime of ~20 minutes.‍

This incident impacted approximately 1400 stations out of a total of 3300 available on Chargefox and extended from approximately 2:30 a.m. on Sunday, June 2nd, until approximately 8:30 p.m. on Wednesday, June 5th.

Please know that the Chargefox team worked tirelessly around the clock to manage this situation. We were in constant communication with our telecommunications partners, seeking updates and pushing for a swift resolution. Simultaneously, we strived to keep you, our users, customers and stakeholders informed and supported during this challenging period.

We have already begun a thorough incident review and are committed to sharing the resulting findings and action plan.

The investigation aims to comprehensively understand the incident and implement measures to reduce the likelihood and impact of similar events in the future.

Your trust is paramount to us, and we are dedicated to strengthening our service as a result of this experience.

We deeply regret any inconvenience caused and appreciate your patience and understanding as we worked through this. Your continued support is invaluable, and we are committed to restoring your confidence in Chargefox.

Thank you for your understanding.

Sincerely,

John Sullivan
CEO, Chargefox

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