Battery Swapping Service Level Agreement (SLA) – Dubai


This Service Level Agreement (“SLA”) defines the performance standards, responsibilities, and service commitments for battery swapping services provided by Wize Power within the Emirate of Dubai.



1. Scope of Services


Wize Power provides battery swapping services for electric motorcycles operated by contracted customers, DSPs, and fleet operators. Services include battery availability, swapping infrastructure, software access, monitoring, and operational support as defined in the applicable commercial agreement.



2. Battery Swapping Models


Wize Power offers the following commercial service models:

• Unlimited Swap Model: Unlimited battery swaps per vehicle for a fixed monthly subscription fee.
• Per-Swap Model: Fixed fee charged per completed battery swap.
• Hybrid / Custom Model: Combination of subscription and usage-based pricing, subject to agreement.

The applicable model is defined in the signed commercial offer or rate card.



3. Infrastructure & Deployment

• Battery swapping is delivered through fixed swapping cabinets deployed at approved locations (including on-zone or customer sites).
• Mobile swapping support may be provided where operationally justified and contractually agreed.
• Installation, commissioning, and system configuration of swapping cabinets are covered by Wize Power unless otherwise specified in a site-specific scope or agreement.
• Electricity supply and site access are provided by the customer unless explicitly stated otherwise.

4. Service Availability & Uptime

• Target network availability: ≥ 99.0% monthly uptime per swapping location, excluding scheduled maintenance and force majeure events.
• A swapping cabinet is considered available when at least one charged battery is accessible and the system is operational.

5. Battery Availability Commitment

• Wize Power maintains sufficient battery inventory to meet contracted demand under normal operating conditions.
• Batteries are monitored in real time via Wize Power’s cloud platform to ensure proactive rebalancing and charging.
• Temporary shortages caused by abnormal demand spikes, grid outages, or force majeure are excluded from SLA penalties.

6. Swap Transaction Performance

• Average swap time: under 2 minutes per transaction under normal conditions.
• Failed or incomplete swaps caused by system issues will not be billed to the customer.

7. Preventive & Corrective Maintenance

• Preventive maintenance is time-based, not mileage-based.
• Scheduled maintenance is planned to minimize operational disruption.
• Corrective maintenance response times:
• Critical fault (station offline): same day or next business day
• Non-critical fault: within 48 hours

8. Software & Monitoring

• Customers receive access to Wize Power’s platform for station status, swap activity, and usage reporting (as per contracted scope).
• System alerts enable proactive maintenance and battery availability management.
• Software availability target: ≥ 99.5% monthly uptime.

9. Exclusions & Customer Responsibilities


This SLA does not cover service disruptions caused by:

• Power outages or site access restrictions
• Physical damage, vandalism, or misuse
• Non-compliant vehicles or batteries
• Force majeure events

Customers are responsible for ensuring safe site access, electrical connectivity, and compliance with operating guidelines.



10. Fees & Installation Clarification

• Usage-based charges (e.g., AED/km or per-swap fees) cover service usage only.
• Installation, relocation, or expansion of swapping infrastructure is addressed separately unless explicitly included in the commercial agreement.

11. Service Credits & Penalties

• SLA credits or penalties (if applicable) are defined in the signed commercial agreement.
• No penalties apply during pilot phases, force majeure events, or agreed maintenance windows.

12. Geographic Applicability


This SLA applies exclusively to battery swapping services delivered within Dubai. Expansion to other emirates is subject to separate SLAs.



13. Governing Terms


This SLA forms part of Wize Power’s commercial offer and operates in conjunction with the master service agreement, rate card, and any site-specific appendices. In case of conflict, the signed agreement prevails.