NEVI uptime reporting needs port-level evidence, not a count of successful support calls. For projects subject to the federal charging standards, the uptime requirement in 23 CFR 680.116(b) is greater than 97% average annual uptime for each charging port.
Read the rule before choosing a metric
The regulation defines uptime and provides a calculation with specified exclusions. A single downtime allowance without those conditions is not a reliable compliance test. Review the current requirements with the people responsible for your funded project.
A support record can identify when a driver reported a problem and which action followed. It does not replace the equipment and system records needed to establish port availability.
Attach the call to the relevant incident
Use consistent station and port identifiers, record the available timestamps, and distinguish accepted requests from confirmed outcomes. Where the CPMS provides useful status through its interface, your support workflow can use that information without becoming the charger-facing system.
Escalation should identify the receiving person and preserve unresolved questions. A successful transfer may be the correct call outcome while the port remains unavailable and the maintenance case stays open.
Keep the responsibilities clear
We help define driver guidance and handoff paths. Your project team determines applicable reporting requirements and maintains the evidence used for compliance. Evaluate the support service on the part it performs, rather than treating its availability as a guarantee of charger uptime.
Sources reviewed September 6, 2026
We can use these decisions to scope incident escalation planning around your network, systems, and receiving team.