The present Performance Description (“PD”) outlines the essential features and services that elbwire GmbH (also referred to as “we” or the “Provider”) delivers with its tool in fulfillment of the Master Agreement to you as customer or user.

1 Overview

This is a software-as-a-service solution for handling your planning processes for charging-infrastructure and energy projects. The tool’s features include, among others, the following functionalities:

• Planning the number and type of charging stations
• Planning grid connections
• Planning stationary batteries
• Financial evaluation
• Operational simulations

1.1 Minimum Requirements for the User’s IT Systems

Error-free use of the tool requires an IT system meeting the following criteria:

Supported Browsers:

• Chrome Version 90 or higher
• Firefox Version 90 or higher
• Safari Version 14 or higher

Network Bandwidth:

• 4 Mbit/s

Device Requirements:

• Monitor: 13 inches or larger
• Screen Resolution: at least 1920 x 1080 pixels (Full HD)

1.2 Ownership of Content

All content that you or your employees import into the tool remains your property.

2. Credits

We’re using a credits system to flexibly allocate platform resources: each simulation and/or optimization action—consumes a set number of credits. The costs for each operation are calculated according to the following table, and are added for each used segment.

Section	Description	1 Credit	2 Credits	3 Credits	4 Credits	5 Credits	Existing
Mobility	Credit cost based on amount of vehicles	1-10 vehicles	11-50 vehicles	51-100 vehicles	101-250 vehicles	250+ vehicles	/
Charging Infrastructure	Credit cost based on amount of charging points, times the amount of different configurations considered	1-10 stations (* types of different configurations)	11-50 stations (* types of different configurations)	51-100 stations (* types of different configurations)	101-250 stations (* types of different configurations)	250+ stations (* types of different configurations)	1 credit
Grid connection	Credit cost based on different configurations plus if considered 1/4 credits per price group of dynamic energy prices	1 configuration or <= 4 price groups	2 configurations or <= 8 price groups	3 configurations or <= 12 price groups	4 configurations or 16 <= price groups	5 configurations or 20 <= price groups	1 credit
Load Profiles	5 Credits per default						/
Stationary Battery	Credit cost based on the maximum kWh considered	1-50 kWh	51-250 kWh	251-500 kWh	500-1000kWh	1000+ kWh	1 credit
Photovoltaic	Credit cost based on the number of PV modules, credit cost is doubled due to computational expanse, so 1 credit would equal 2 credits and so on	1-10 PV modules	11-50 PV modules	51-100 PV modules	101-250 PV modules	250+ PV modules	1-10 PV modules = 1 credit 11-50 PV modules = 2 credits and so on

Each simulation and/or optimization costs at least 1 credit and is limited to maximum 50 credits.

Before starting an operation the approximate used credits for that demand are displayed.

By subscribing to plans or purchasing packages you receive new credits.

3. Service Level Agreement

We provide special services to maintain tool availability.

3.1 Maintenance and Maintenance Windows

To prevent disruptions in the operation of the tool, we will carry out maintenance and upkeep tasks. Periods during which the tool is unavailable due to scheduled maintenance are not counted toward the calculation of the service level. Maintenance windows may total up to 10 hours per month. Whenever possible, these maintenance activities will take place outside normal business hours, defined as weekdays from 9 a.m. to 5 p.m.

3.2 Updates

We continuously strive to deliver the newest features of the tool to you. Accordingly, we regularly deploy new versions of the existing software and enhance the tool with new services. Should the tool’s functionality change as part of these updates, this does not constitute a service outage, provided that the scope of services defined in this Performance Description remains fulfilled.

4. Support Policy 

4.1 Basic Support Plan for the Tool

4.1.1 General

The Basic Support Plan for the Tool is provided to you for all modules and functionalities you have subscribed to.

4.1.2 First-Level-Support

If you are unable to resolve an issue yourself, we commit to providing “First-Level Support” for the Tool. First-Level Support includes, but is not limited to:

Direct responses to users regarding questions about performance, functionality, or operation of the Tool

Direct responses to users about any problems encountered with the Tool

Assistance in diagnosing and, where applicable, resolving those issues

4.2 Support Communication Channels

You may request support via several channels. To ensure the most efficient response, please use these channels in the order listed below.

4.2.1 E-Mail

Support requests can be sent by e-mail to support@elbwire.com. All inquiries are logged in our ticketing system; a new support ticket is created for each request. You will receive an e-mail containing the ticket reference number, which must be quoted in all subsequent communications.

4.3 Qualified Support Request

A qualified support request is essential for prompt handling and resolution of an issue or malfunction. A qualified support request must include a detailed description of the problem and answer the following questions:

• Is this an incident or another request type (e.g. request for information or change request)? Provide relevant details and rationale.
• How does the issue manifest? What functionality has failed? Include exact error messages.
• How can the issue be reproduced? Provide clear reproduction steps.
• Where does the issue occur? Specify affected apps, services, products, and systems.
• Since when has the issue existed?
• Any additional information (e.g. screenshots).
• Priority level (1 = critical to 4 = low urgency).

Once a ticket is closed, it cannot be reopened. If the same or a similar issue reoccurs, a new ticket must be created, referencing the previous ticket number.

4.4  Priority Levels

Upon ticket creation, each request is assigned one of four priority levels:

• Priority 1 – Critical: A severe, business-blocking issue affecting most users with no workaround. Immediate resolution is required. Critical issues must also be reported by phone. If no customer contact is available, we reserve the right to downgrade the priority.
• Priority 2 – High: Key functions are unavailable and daily operations are significantly impacted. A prompt resolution is required.
• Priority 3 – Normal: Non-critical functions are impaired or workarounds exist. Resolution is required but not urgent.
• Priority 4 – Low: Minor or occasional impact on few users, or simple informational requests with low urgency.

You may assign the priority when submitting the ticket, in consultation with our support team if needed.

4.5 Service and Response Times

4.5.1 Standard Service Hours

Our standard service hours are Monday to Friday, 9 a.m. to 17 p.m. CEST (excluding Saturdays, Sundays, and nationwide public holidays in Germany). Support staff will process requests during these hours. Critical (Priority 1) issues may also be reported by phone during service hours. Other communication channels remain available outside service hours. Maintenance may occur without notice outside standard service hours.

4.5.2 Standard Response Times

Response time is measured from the moment a ticket is created during service hours. Tickets created outside service hours start their response time at the next service-hour window. Response time is paused outside standard service hours. We aim to provide an initial qualified response within 72 hours during service hours. A qualified response may include follow-up questions, an explanation of next steps, or a proposed solution. The timer begins only once you have provided the minimum required information as outlined in section 4.3.

4.6 Exclusions

The Basic Support Plan does not cover the following services; these can be provided separately at additional cost:

• Password resets and username assistance
• Account unlocks after failed login attempts
• Consulting on the use or application of the Tool software
• User training and onboarding
• Custom development work
• Support and maintenance of custom-developed software
• Support for errors or malfunctions not attributable to our software
• Assistance with installation or configuration of hardware or third-party software (e.g. computers, storage drives, networks, scanners, printers)cost