The support services provided under the support plans encompass a wide range of assistance to ensure the optimal performance and functionality of the IoT sensors and equipment covered under the purchased support plan. The following services are included:
a) Troubleshooting and Problem Resolution: The support team is available to address and resolve any issues or problems encountered with the supported devices. Whether it’s a malfunctioning sensor, connectivity issues, or unexpected behaviour, the team will diligently work to identify the root cause and provide solutions to restore normal operation.
b) Configuration and Setup Assistance: Setting up and configuring IoT sensors and equipment can sometimes be complex. The support team will offer guidance and assistance to help customers properly configure and set up their devices, ensuring they are correctly integrated into the desired network environment.
c) Remote Technical Support and Guidance: Customers can rely on remote technical support to address their queries, provide guidance, and answer questions related to the supported devices. The support team is equipped with the knowledge and expertise to assist with various technical aspects, offering solutions to challenges and helping customers make the most of their IoT infrastructure.
d) Software/Firmware Updates: If applicable, the support team will provide assistance with software or firmware updates for the supported devices. Keeping devices up to date with the latest software releases helps ensure enhanced functionality, improved security, and compatibility with evolving technologies.
e) Remote Monitoring and Diagnostics: Basic Care, Standard Care, and Priority Care plans include remote monitoring and diagnostics services. The support team will remotely monitor the performance and status of the sensors and associated networks covered under the respective plans. This proactive monitoring helps identify potential issues, anomalies, or performance degradation, allowing for early intervention and preventive actions.
f) Escalation to Higher Support Tiers: In cases where issues require additional expertise or resources, the support team may escalate the matter to higher support tiers within the organization. This ensures that complex or critical issues are promptly escalated to the appropriate personnel to ensure timely and efficient resolution.
It’s important to note that the support services are primarily provided remotely. The support team will leverage remote access tools, communication channels, and diagnostic utilities to assess and address issues. In situations where remote support is not sufficient, on-site support or physical repairs may be arranged separately, subject to the terms and conditions of a separate agreement.
By encompassing these support services, the Company aims to provide comprehensive assistance to customers, enabling them to optimize the performance, reliability, and functionality of their IoT sensors and equipment.