Great tech deserves great support — and at Flipturn, we're proud of the bar we set.
Our median time to first response clocked in at 16 minutes. That's not an auto-reply. That's a real human reading your issue and getting back to you with a thoughtful response. No chatbot purgatory, no "your ticket has been received" holding pattern.
To put this in context: industry benchmarks for B2B SaaS support typically range from 2–12 hours for first response. We're delivering responses in minutes, on tickets that often involve complex technical debugging across hardware and software systems.
Why speed matters in EV charging support
When a charger goes down at a busy fleet depot, every minute counts. Vehicles that aren't charged on time can't make their routes, costing operators revenue and disrupting schedules. A transit agency with a faulted charger at 5 AM needs help before the morning bus dispatch, not by the end of the business day.
Fast support isn't just a nice-to-have — it's operationally critical. But speed alone isn't enough. Our support team doesn't just respond quickly — they respond with depth. When you submit a ticket about a charger issue, our team pulls OCPP logs, reviews power management configurations, checks the charger's communication history, and often provides a diagnosis in that first response.
Proactive support with Flip AI
We've also invested in reducing the need for support tickets altogether. Flip AI, our autonomous AI agent, sends daily charger health reports that surface issues proactively. Customers like Spokane Transit have told us that Flip AI's morning reports have become essential to their daily workflow: "This translates charger messages into English and puts it in one update I can review in 5 minutes."
With Flipturn, you're not just getting software — you're getting a team that treats your operational success as their own.
About Flipturn
Flipturn is a leading EV charging management platform, helping organizations maximize charger uptime, process charging payments, and scale operations efficiently. Backed by leading investors including CRV and Accel, Flipturn serves Fortune 500 companies, commercial property owners, and major fleet operators across North America.
