Glossary
The installation industry, defined
Plain-language definitions of the terms used in installation operations, from attach rate to webhooks, including the Swedish ones international teams keep running into. Written by the team behind 20,000+ installations.
A
- Aftermarket service
- Service, inspection, and repair of hardware after it has been commissioned. For charging infrastructure it is a business in its own right: E.ON Drive has Done service and maintain about 6,500 public and commercial charge points across Sweden, with route-planned annual inspections. A seller that stops at installation leaves the service revenue and the customer relationship to someone else.See also: Service & maintenance
- Attach rate
- The share of hardware orders that include installation or another add-on. Sell 1,000 wallboxes, 350 of them with installation, and your attach rate is 35%. For hardware sellers it is a key commercial number: installation earns margin where the hardware barely does, and a charger that never gets installed tends to come back as a return or a support ticket.See also: Done for retailers
B
- BankID
- Sweden's de facto national e-ID, carried on the phone by nearly every Swedish adult and used to log in and sign online. In installations it comes up around tax deductions: Done uses BankID to check a homeowner's eligibility for the green technology deduction with Skatteverket before the invoice is created.
C
- Charge point operator (CPO)
- A company that owns or operates EV charge points and keeps them running, whether in public networks, at workplaces, or at residential sites. A CPO needs installers to expand and field service to maintain, often across a whole country. Wattif, a Nordic CPO with 45,000+ charge points in Europe, runs expansion at existing sites through Done.See also: Done for charge point operators
- Commissioning
- The last step of an installation, where mounted hardware becomes a working product: configuring the device, connecting it to its network or backend, testing it under load, and registering the warranty. Skip a step and the usual result is a second visit.
- Completion rate
- The share of installation orders that end in a completed, documented installation. The gap between ordered and completed is where cost hides: cancellations, failed site surveys, no-shows, and orders that stall until someone chases them. Well-run operations track it weekly and investigate every drop.See also: Order management
D
- Dispatch
- Assigning a job to an installer and a time slot. By hand, that means a coordinator with a spreadsheet and a phone. Software matches on location, skills, and capacity, then offers the job to installers who accept with one tap. Done sends job offers round-robin with an earnings preview, so the installer sees what a job pays before accepting it.See also: Scheduling & dispatch
- Done Platform
- The way of working with Done where your team runs installations on the platform (Backoffice, customer app, and installer app) with your own installers, subcontractors, or both, and can add capacity from the Done installer network. You pay a platform subscription plus a fee per installation. All three ways of working with Done run on the same platform and data, so moving between them needs no migration.See also: Done Platform · Offers
E
- Elsäkerhetsverket
- The Swedish National Electrical Safety Board, which regulates who may carry out electrical installation work in Sweden and on what terms. Electrical installation companies must be registered with it and work under a documented self-inspection program. Anyone handing electrical work to installers in Sweden should check that registration first.See also: Compliance & reporting
F
- Färdiganmälan
- The completion notice a Swedish electrical installer sends to the grid operator when work that required a föranmälan is finished, stating what was actually installed. Together the two notices bracket every installation that affects the grid connection. A forgotten färdiganmälan is a classic compliance loose end.See also: Föranmälan guide
- Field service management (FSM)
- Software for running your own mobile workforce: work orders, technician schedules, route planning, and asset history. FSM is built for the company that employs the technicians. Installation management works across company boundaries, between the seller, the installers, and the end customer. That is why a retailer can be blind to job status even when every installer it uses runs a good FSM tool.See also: What is installation management software?
- First-time fix rate
- The share of jobs completed in a single visit. Every return visit means another drive and more labor, and it tests the customer's patience. Many can be avoided by knowing what is on site before anyone drives out, which is what a photo pre-check is for.See also: Done AI
- Föranmälan
- The notice a Swedish electrical installer sends to the local grid operator before work that affects the grid connection, such as installing an EV charger or upgrading the main fuse. Each of Sweden's 150+ grid operators has its own forms, rules, and processing times, so föranmälan is a common reason schedules slip. Under the consumer grid terms in force since January 2026 (ELNÄT 2025 K), a fixed EV charger may not be installed until the grid operator has approved the föranmälan. Done reads the customer's grid operator off their electricity bill automatically.See also: Föranmälan guide
- Full Service
- The most complete way of working with Done: everything in Installation Services, plus Done orders and delivers the material, invoices the end customer, and is the merchant of record, responsible for support and warranty claims.See also: Full Service · Offers
G
- Green technology deduction (grön teknik)
- Sweden's tax deduction for solar panels, home batteries, and EV chargers installed in a private home. It covers labor and material and is applied directly on the invoice; the installer then claims the amount from Skatteverket. If the invoice gets the deduction wrong, someone ends up paying the difference, which is why Done checks eligibility with BankID before the invoice is created.See also: Quotes & payments
- Grid operator (nätägare)
- The company that owns and runs the local electricity network. You cannot choose it; it comes with the address, and its approval gates any installation that affects the grid connection. Sweden has more than 150 grid operators, each with its own föranmälan requirements. Done maps them on Nätägare.se, an open resource anyone can use.See also: Föranmälan guide
I
- Installation management software
- Software that coordinates everything after the sale, across company boundaries: order intake, installer matching, scheduling, customer communication, quotes for extra work, compliance documentation, invoicing, and reviews. It differs from FSM, which is built for one company's own technicians, and from lead marketplaces, which are built to sell leads. The category exists because hardware sellers were running installations on spreadsheets and goodwill.See also: What is installation management software? · Platform overview
- Installation report
- The documentation an installer files when the job is finished: what was installed, how it was configured, measurements, and photos. Reports with fixed, required fields are what make warranty claims, compliance audits, and remote quality control possible. A report that lives in a text-message thread is, for practical purposes, lost.See also: Compliance & reporting
- Installation Services
- The way of working with Done where Done is your outsourced installation partner: Done recruits and manages the installers, handles communication with your customers, and is the one partner you deal with for every installation.See also: Installation Services · Offers
- Installer network
- A pool of installation companies available to take jobs. The term covers two very different things: a managed network, where the operator vets, rates, and holds installers to a standard, and a contact list. Done vets installers in nine steps and collects a customer rating on every installation. To tell the two apart, ask who answers for the result when an installation goes wrong.See also: Installation Services
L
- Lead marketplace
- A site that collects consumer requests and sells them as leads to several competing installers. It can work for one-off renovation jobs. For branded hardware at volume it has built-in problems: the customer gets calls from strangers, the price is unknown until quotes arrive, and nobody answers for the result. On Done, each order goes to one matched installer, and prices come from the seller's rate card.See also: How Done compares
- Load balancing (EV charging)
- Sharing the available electrical capacity between a charger and the rest of the property, or between several chargers, so the main fuse never trips. It often decides whether the customer needs a costly fuse upgrade, so it belongs in the pre-check, before the visit is booked.See also: EV charger installation
M
- Merchant of record
- The party that legally sells to the end customer: it issues the invoice, takes the payment, and is responsible to the customer for support and warranty claims. When a retailer sells an installation that a partner performs, someone has to hold that role. In Full Service, Done is the merchant of record toward the customer.See also: Full Service
O
- OEM (original equipment manufacturer)
- The company that makes the hardware: the charger, battery, or heat pump brand. More OEMs now sell direct or bundle installation with the product, which puts them in the installation business. A bad installation lands on their brand, so warranty documentation and a consistent customer experience matter more to OEMs than to almost anyone else.See also: Done for OEMs
- Order lifecycle
- Every stage an installation order passes through: created, surveyed, matched to an installer, scheduled, installed, documented, invoiced, and rated. Installation management keeps all of it on one record, so nothing gets lost between tools. Done's Partner API reports the key stages to your systems through webhooks such as order.matched, order.scheduled, and order.completed.See also: Order management · Partner API
P
- Pre-approved quote
- A quote for extra work that the customer approves digitally before the work starts. On Done, the installer builds the quote from the seller's price list, the customer approves it in the app, and only approved costs can be invoiced. That removes the surprise invoice, the usual trigger for billing disputes.See also: Quotes & payments
- Pre-installation survey (site survey)
- Checking the site before the installation visit: electrical capacity, meter and fuse box, cable routes, and mounting position. It used to mean a paid site visit; more and more it is done remotely with photos. In the Done customer app, the homeowner photographs the fuse box and meter, and AI flags likely extra costs before anyone drives out.See also: Done AI · Customer app
R
- Rate card
- A pre-agreed price list for installation work: the standard installation, common extras, and an hourly rate for everything else. A good rate card turns quoting into a lookup and lets you sell installation at a fixed price at checkout. On Done, installers build every quote from your rate card, so you control pricing even when someone else does the work.See also: Quotes & payments
- Reverse VAT (omvänd byggmoms)
- The Swedish VAT rule for construction services sold to a construction company: the buyer reports the VAT instead of the seller. It was introduced to fight VAT fraud in subcontracting chains and covers many installer-to-contractor jobs. An invoicing tool that ignores it produces wrong invoices; Done handles reverse VAT automatically.See also: Quotes & payments
- ROT deduction
- Sweden's tax deduction for repair, conversion, and extension work (reparation, ombyggnad, tillbyggnad) in the customer's home, applied to the labor cost directly on the invoice. Heat pump installations usually qualify for ROT; solar panels, batteries, and chargers fall under the green technology deduction instead. The installer has to calculate the deduction, keep it within each person's annual cap, and claim it from Skatteverket, which makes a Swedish installation invoice partly a tax filing. Done's invoicing calculates the deduction for you.See also: Quotes & payments
S
- Self-billing (självfakturering)
- An arrangement where the buyer issues the invoice on the supplier's behalf. Instead of waiting for each subcontractor's invoice and matching it to the job, the platform creates a compliant invoice from the approved job data. Done pays network installers this way: nobody matches subcontractor invoices by hand, and the installer has none to write.See also: Quotes & payments
- SLA (service level agreement)
- A contractual commitment to measurable service levels, such as time to first customer contact, time to a booked visit, and response time for repairs. SLAs make an operational promise auditable, and they are standard when energy companies and CPOs buy installation and maintenance. An SLA without per-job documentation behind it is just a hopeful sentence in a contract.See also: Done for charge point operators
- Subcontractor model
- Delivering installations through independent installation companies instead of employed technicians. It scales across regions without fixed cost, but brings coordination work with it: onboarding, dispatch, quality control, chasing documents, and a pile of incoming invoices. With vetting, rate cards, structured reports, and self-billing in place, the model scales. Without them, it turns into phone tag.See also: Installation Services
W
- Wallbox
- A wall-mounted EV charger for the home, typically rated 11 or 22 kW in Europe. It charges faster and more safely than a regular socket and is the standard add-on to an EV sale. In Sweden it must be installed by a registered electrical installation company, and since January 2026 only after the grid operator has approved the föranmälan.See also: EV charger installation
- Webhook
- An HTTP call one system sends to yours the moment something happens, so you don't have to keep asking for updates. Done's Partner API sends webhooks for the key stages: order.matched, order.scheduled, order.report_submitted, order.completed, order.invoiced, and order.cancelled. Your CRM or e-commerce backend stays current without anyone retyping statuses.See also: Partner API
- White-label customer experience
- A customer journey that carries the seller's brand even when partners do the delivery, so the homeowner deals with the brand they bought from. In installations it covers notifications, job tracking, chat, and quote approval. The Done customer app shows your offer and your prices in an app designed to feel like part of your service.See also: Customer app
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