If there's one thing every shared mobility operator knows, it's that the city never sleeps. Late at night, early in the morning, on Sundays: there will always be customers wanting to use your e-bikes, kick scooters, or car-sharing service. So it matters that your software partner can keep the service up and running at all times, even when something goes wrong.

With Wunder Mobility you benefit from 99% uptime: the system, like your users, never sleeps. But sometimes the unexpected happens, and someone needs to spring into action to resolve it. That is what Premium Support is for.

What is Premium Support?

Premium Support is an add-on that guarantees support for critical-impact issues outside business hours. If something critical happens, you have a phone number to call and reach a dedicated member of the team, who works in and outside business hours to investigate and resolve it as quickly as possible, so your operations stay uninterrupted.

What counts as a critical-impact issue?

Not every issue is critical. Premium Support covers critical front-end issues that:

  • affect the core features of the system
  • cost more than 20% of your average daily revenue
  • render the admin tools inaccessible
  • increase rapidly in severity over time
  • are highly time-sensitive
  • or affect all platforms and devices

For example: if all your vehicles suddenly disappear from the map on your dashboard, that counts. You need to track vehicles to protect against theft and misuse, and to let users start and end rides properly.

When are the extra support hours?

Your dedicated account manager is available through the week. With Premium Support, you also reach the team during these emergency hours:

  • Monday–Friday: 18:00–22:00 (CET)
  • Saturday–Sunday: 09:00–22:00 (CET)

When should you add it?

The natural moment is when you first sign up and launch. In those early conversations we can map what you need and make sure you are covered for every eventuality. You can also add it whenever you feel ready; if you are already a customer, we are happy to set it up.

There is also a range of value-added services that take operations further: mobility APIs, the IoT Connector, and webhooks, all built to make your sharing-ready vehicles and your sharing platform work together seamlessly.