- Maintain the highest customer service to align with business objectives and digital transformation by IoT.
- Simplified incident and problem management that is handled by qualified IoT technicians to help you troubleshoot, triage and close support tickets with full back-end integration to vendors’ support desks.
- Customer service reporting and performance monitoring across your IoT deployments for each specific type of IoT solution and IoT widget.
Primary Objectives
Key Activities
- Basic Services:
•IoT support request ticket creation via M2M Telecoms’ 24/7 support ticket creation system
hotline and/or email request
• Business hours availability with a response service level commitment of replying to the party
who raised the service request or original ticket creator
• Level 1 & Level 2 support using widget management platforms such as for connectivity and
device.
- Intermediate Services:
•Out-of-hours availability with an extended response service level commitment as required by
IoT initiative, deployment, solution or widgets
- Advanced Services:
•Resolution guarantee to meet pre-determined ticket resolution SLA requirements including
ticket creation, troubleshooting, triage and ticket closing of the original request.
Sample Deliverables
- Support desk service contract that outlines the required scope of work including basic services with provision for intermediate and advanced SLAs.
- Status updates and service reporting that provide support desk performance, ticket status and closure statistics aligned to the agreed scope of work.
- Level 3 & Level 4 integration including the approved certification of qualified support technicians in accordance to the requirements of widget vendors.
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