Support Service - How It Works

The Support Service streamlines the process of receiving expert assistance, ensuring swift resolution of issues for your use of the iotcomms.io cloud services.

Customers initiate support by submitting a trouble report via the support portal. With the 24/7 support level, phone escalation is also available for immediate attention of Emergency or High level issues. To facilitate effective troubleshooting, each ticket must include details such as error description, logs, and affected services.

Once issue is received, the support desk acknowledges the report, assigns it a ticket-id, and prioritizes the issue based on its severity (e.g., Emergency, High, Medium, or Low). This ensures that critical issues are addressed with the highest urgency.

The resolution process includes acknowledgment and reaction within defined timelines, implementing temporary fixes to restore functionality, and delivering permanent solutions to address root causes.

Customers receive regular updates on the ticket status, ensuring transparency throughout the resolution process. Real-time updates provide assurance and enable collaboration.

• Business-Hour Support

  Provides web-based support during business hours.

• 24/7 Support

  Offers round-the-clock support, including the option to report critical issues via phone for immediate assistance.

Post-resolution reviews are conducted to refine processes and incorporate lessons learned into product improvements, further enhancing the reliability and performance of iotcomms.io's cloud services.

This structured, customer-focused process ensures efficient support tailored to meet the needs of diverse operations, delivering maximum value to your iotcomms.io services.