Make sure your IoT implementation runs uninterrupted, and everything is online, all the time.
IoT Support Desk
Once your IoT initiative is deployed and out-in-the-field, there are a myriad of problems or issues that can potentially affect your end-customer service level. Make sure you’ve got it covered.
Improved Customer Experience
24/7 Support Available
Automated Ticketing System
Service Level Commitment
Support Desk service that operates during business operating hours from Monday to Friday with facility for out-of-business operating hours. A committed service level of replying to the party who raised the service request in alignment to the IoT customer needs.
Certified Experts
Co-management of devices and connectivity via internal M2M Telecoms’ device management platform or external third-party platforms in use M2M Telecoms’ Support Desk team will be certified and onboard ecosystem partners.
Flexible
M2M Telecoms will co-ordinate with any third-party vendor tech support team as required to manage timely ticket resolution. Level 1, Level 2 and Level 3 support capability can be customised to the requirements of the initiative.
IoT Connectivity Management
In cases where your IoT initiative requires on-going quality of service monitoring and a continuous improvement capability then your IoT setup will need to include a pro-active managed service.
Guaranteed Quality of Service
24/7 Network Monitoring
Live Updates & Notifications
Basic
- Online portal training & customisation.
- Pro-active solution monitoring (including data-usage alerts)
- Fleet status reporting (based on customers’ cadence requirement)
Intermediate*
- Automation/API support for cloud services and application services specific to the IoT solution.
- Account security and billing maintenance (to perform relevant plan optimisation on connectivity and subscription charges)
Advanced**
- End-customer facing platform and dashboard visibility.
- Risk management reporting (related to technology updates)
- Special project support.
*Includes services offered in Basic Services.
**Includes services offered in Basic & Intermediate Services.
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