Monta Enterprise service-level agreements
Learn how Monta prioritises and handles enterprise support cases, including priority levels P1–P4, service-level agreement (SLA) guidelines, and business hours.
Monta has a dedicated support team for business partners, specialised in Monta Hub and company setups, invoices, and administrative questions.
When you contact Monta Partner Support as a business partner, we aim to meet defined response and resolution timelines. These are governed by service-level agreements (SLAs). For business partners with contractual agreements, these SLAs are included in your contract.
Not all problems have the same urgency. We use a priority system (P1–P4) to ensure critical issues are handled first. Once you complete the contact form — including the Business and Revenue impact and Confirmed number of users affected sections — your ticket is automatically assigned a priority and routed to the right team.
Support case priority levels
| Priority | Description |
| P1 | Complete system outage |
| P2 | Major problem — some business operations can continue |
| P3 | Issue affecting efficient operation for multiple customers |
| P4 | Isolated incident or general question |
Once a ticket is received, Monta Support continues to assess impact and may adjust the priority level up or down based on the guidelines.
How does Monta define each priority level?
P1 — Urgent: complete system outage, revenue severely affected
P1 is for ongoing issues requiring immediate resolution with no workaround, critically affecting business revenue. Use only when there is a complete outage of Monta's core services, including:
- Web portal or Monta Hub offline
- App offline
- All chargers offline or non-operational in Monta
- Complete server downtime
- Payments not working generally
- Suspected major GDPR breach
- No workarounds available
Monta typically knows about P1 issues immediately through internal alerts. P1s are generally expected no more than once per quarter.
Subscribe to the Monta status page for proactive incident updates. In most P1 scenarios, the status page is updated in real time — there is usually no need to contact support. Monta also shows ongoing incidents in Monta Charge under Me → Support → Ongoing incidents.
P2 — High: significant degradation of key features for multiple customers
P2 is for high-urgency issues where core Monta features are severely compromised with a direct effect on revenue and no workaround present. Examples include:
- Charging not working for multiple customers
- SmartCharge not working
- Sponsored charging not working
- Map not loading
- Tax refunds not processing
- Wallet unavailable
- Payments failing for multiple customers
- Account frozen due to a Monta-side issue
- Consistent delays greater than 10 seconds in the portal or app
- Suspected minor GDPR breach
P3 — Issue needs attention for optimal performance
P3 is for moderate urgency — issues that reduce efficiency and affect multiple customers, with potential revenue impact if unaddressed. Core Monta functionality remains operational. Examples include:
- Decreased performance of core features for multiple customers, with workarounds available:
- Charging, SmartCharge, Sponsored charging, Map, Tax refunds, Wallet
- Exports not working
- Multiple charge points offline, with hardware troubleshooting already completed without resolution
- Bug reports with non-actionable error messages
P4 — General question or minor inconvenience
P4 is for informational requests or minor issues that do not directly affect current revenue. Examples include:
- Questions about features, exports, invoices, Monta Hub, or Monta Charge
- Reports with unexpected or mismatched results needing clarification
- Best practice and optimal setup queries
- Unexpected behaviour of a feature for a single customer
- Graphical errors on charts
- Suspected incorrect data in insights or exports
- Single charge point offline, with hardware troubleshooting already completed
- Tax refund not credited
- Suspected incorrect transaction
- Visual bugs or isolated error messages
How does Monta use priority to manage your ticket?
Priority determines the order in which tickets are processed. More critical issues appear at the top of the queue so the team can respond immediately. When you face a significant obstacle, Monta's team is ready to act quickly to troubleshoot and resolve the issue.
Tip: For P1 or P2 issues, call us. The partner support phone line is open 24/7/365. Find the number in Monta Hub under your Operator or Team (then Support & Billing) or in Monta Charge under Me → Support → Call Support.
Partner support business hours
Monday–Friday, 09:00–17:00 Central European Time (CET), excluding public holidays.
The Partner Support phone hotline remains open 24/7/365 and connects to our around-the-clock support team outside business hours.