Availability rate
Availability monitoring measures, over the selected period, the share of time during which the fleet was in a condition to deliver service.
It is viewed in the dashboard, Operating performance and quality tab > Availability sub-tab, and breaks down along two axes: the level observed (connectors or charging stations) and the type of exported report (summary or detail).
Connectors or charging stations: two levels of reading
A selector at the top of the panel switches the entire display between two granularities. Both answer different questions:
| Charging stations view | Connectors view | |
|---|---|---|
| What is measured | Each charging station, consolidated from its connectors. | Each charge point, individually. |
| States tracked |
Three consolidated states:
|
The raw OCPP statuses: Available, Preparing, Charging, Finishing, Suspended, Faulted, Unavailable. |
| What it is used for | Track the availability of a charging station and compare it across the fleet (reporting). | Precisely diagnose an incident on a charge point. |
Note Switching views keeps the period and filters: you spot a degraded charging station in the Charging stations view, then switch to its connectors to understand the cause, without re-entering anything.
How a charging station's state is determined
A charging station is counted as available only if it satisfies two conditions: it communicates with the supervision system, and it is functional (no connector faulted or unavailable). Two failure modes are therefore distinguished:
Detecting non-communicating charging stations
A healthy charging station regularly sends signals (including its heartbeat). At each signal received, the supervision system resets a countdown. If no signal arrives before the end of the detection interval, the charging station is marked non-communicating. This interval is configurable (see On the operator side) and is 15 minutes by default.
Important — heartbeat / detection interval consistency
To avoid false detections, the heartbeat interval configured on the charging station must be shorter than the detection interval. Example: with detection set to 15 min, a heartbeat every 10 min is fine; a heartbeat every 20 min would wrongly flip an otherwise healthy charging station to non-communicating.
The case of connectors
In the Connectors view, the same principle applies at the charge point level: a connector is counted as available in all its OCPP statuses, except Faulted and Unavailable. A connector that is charging therefore remains available: it is delivering its service. The rate is calculated as follows:
rate = (time in a service-capable state ÷ time observed) × 100
A charging station's rate is the duration-weighted average of the rates of its connectors.
Summary or detail: two types of report
Each block has an Export button that produces an Excel file. Two formats serve two use cases:
| Summary | Detail | |
|---|---|---|
| Content | The rates and durations per status, aggregated day by day. | One row per state change, timestamped, with its duration. |
| Granularity | Overview, consolidated by day. | Raw history, event by event. |
| Typical use | Reporting, contractual tracking, client sharing. | Technical diagnosis, incident analysis. |
Both exports exist in the Connectors view as well as the Charging stations view: the format (summary / detail) and the level (connectors / charging stations) combine freely.
The trigger is the same in every case:
- click Export;
- a confirmation window recaps the export type and the period — validate it;
- the file is generated in the background and delivered by email (as an attachment, or via a secure link valid for 72 h if it is large).
Note An export cannot cover more than 365 days. For a longer history, run several exports over successive periods.
On the operator side
Availability monitoring is an operating option enabled by Chargekeeper for the account. Without it, the Availability panel does not appear.
The Basic role never sees the tab; all other roles have access to it once the option is enabled.
The settings are found in Technical settings, Availability section:
- Detection frequency for non-communicating charging stations — 15 minutes by default, adjustable from a few seconds to several hours, and overridable per zone to adapt to heterogeneous fleets.
- Retention period for the history (connectors and charging stations).
Set the frequency according to the heartbeat The detection frequency must always remain greater than the heartbeat interval of the zone's charging stations. A frequency that is too short relative to the heartbeat generates false unavailabilities.
Support
- A healthy charging station is marked "non-communicating": its heartbeat is probably more spaced out than the detection frequency. Increase the detection frequency (or shorten the charging station's heartbeat).
- The panel appears blurred / locked: the option is not enabled for the account — reach out to the Chargekeeper sales team.
- No data over the period: widen the period, or check the active filters.
- The export email does not arrive: check your spam folder; large files take a few minutes. Otherwise, try again over a shorter period, then contact support.
