Partner / Operator / Admin

What is Koloni Fleets in a property/campus context?

A turnkey micromobility service: software (app + dashboard), hardware (bikes/locks/optional racks), and operations (onsite setup, maintenance options, and reporting). Exact scope is defined in your SOW.

Roles & permissions

• Admin: Configure stations, pricing windows (if enabled), manage users, review reports, approve invoices.

• Member/Viewer: Read‑only access to dashboards and reports; create support tickets.

• Operator: Field maintenance, rebalancing, battery swaps, basic inspections via operator app/tools.

What’s the typical onboarding flow?

What do we need to prepare onsite?

Clear station areas, power (if required for kiosks/signage), approved signage/rack locations, and a marketing contact.

What hardware is supported?

Standard bikes and e‑bikes; optional fixed racks. Exact models vary by program.

Lost or damaged IDs/IMEI

Vehicle serials are available in the admin dashboard and on the asset itself (label/engraving varies by model). If an ID label is missing, file a ticket for replacement.

Who handles battery swaps and rebalancing?

Defined in your SOW. Many partners outsource to Koloni’s operator network; some handle it internally with our guidance.

What’s the maintenance cadence?

Typical: every 1–2 weeks for safety checks, with on‑demand dispatch for incidents. Adjust based on usage/season.

Parts & warranty

Consumables (tubes, brake pads, chains) are planned wear‑items. Warranty coverage depends on the hardware vendor and SOW terms.

How are stations defined?

Each station has a geo‑polygon and allowable parking logic. Riders must lock and end rides inside the zone. You can request additional stations during the season.

Outside‑station policy (no global service boundary)

Fees/education flow can be configured per program. Clear signage and app copy reduce violations. Paused parking outside stations is allowed, but riders remain responsible for the bike and must end rides at a designated station.

Who sets pricing?

Pricing is configured per program during onboarding and can be adjusted with proper notice. Day passes or monthly plans are optional.

Billing & invoices

Yearly invoices include software/service fees and any add‑ons. Shipping and hardware are invoiced per your agreement.

Tax handling

Applied based on jurisdiction

What reports are available?

• Utilization by station/vehicle

• Trip counts, distance, duration

• Heatmaps (where enabled)

• Parking/compliance events

• Maintenance tickets

How often are reports shared?

Self‑serve in dashboard; formal reviews in monthly check‑ins and quarterly business reviews (QBRs).

How do we contact support?

Email [email protected] or use the in‑app/portal ticket form.

Response targets (example)

• Standard tickets: response < 1 business day; resolution target 3–5 business days depending on parts/dispatch

• Safety/availability incidents: same‑day; on‑site dispatch target next business day (location dependent)

Escalations

If a ticket breaches SLA or impacts availability, request escalation to Ops Manager in the ticket.

How do we drive usage?

Launch email templates, on‑site posters with QR codes, first‑ride free codes (optional), and recurring awareness posts. Seasonal campaigns keep momentum.

Signage best practices

Include station name, quick‑start steps, safety tips, support contact, and a large QR linking to the app.

What happens after an incident?

Stop riding, secure the vehicle, and report via the app or [email protected]}. Save photos and witness info. Follow property/city procedures. Partners should open a ticket for follow‑up and review during the next check‑in.

Insurance & waivers

Riders agree to terms/waivers in‑app. Partners should maintain property liability per their own policies. Consult your legal team.

Hardware changes

Submit requests for replacement labels, additional racks, or upgraded components via e-mail to account manager

Software changes

Feature requests go through Customer Success. We’ll review feasibility and timelines during regular check‑ins/QBRs.

Check‑ins

Monthly performance review with actionable next steps.

QBRs

Quarterly deep‑dive on utilization, maintenance, costs, and roadmap.

NPS & surveys

Periodic rider/partner surveys to capture satisfaction and ideas.

Seasonal pause

We can hibernate the fleet, reduce stations, and store assets. Submit requests 45 days in advance.

Cancellation

Check your agreement for notice periods, fees, and return shipping logistics. We’ll provide a step‑by‑step closeout checklist (inventory, final invoices, asset pickup).