Dear Valued Customer,
We hope this message finds you well. At TEKTELIC, our top
priority has always been to provide high-quality, performance, and reliability
products and solutions with exceptional customer support and guidance on how to
deploy, operate and maintain low-cost LPWAN networks.
We recently engaged an external customer agent to learn what
our customers value the most about products and services and where we need to
improve to serve our customers better. We learned that our customers greatly
value timely and professional customer support, education and guidance. With the expansion of the LPWAN networks and
the introduction of new use cases and solutions, we learned most customers are
looking for more and speedier customer support in addressing their questions or
issues. Furthermore, with the introduction of LoRaWAN 1.2, many customers will
introduce new features that will require an incremental level of customer
support.
To further improve our customer support, reduce your total
cost of ownership and serve you better, we decided to upgrade the leading
global provider of customer support portal from HubSpot. It will allow us to
track customer SLA metrics and different levels of service depending on each customer’s
needs and overall agreement.
In the coming weeks, we will migrate our Customer Support
portal to the HubSpot platform. This transition will enable us to streamline
our support processes and respond to your needs more efficiently. While this
change is designed to enhance the overall customer level of support and overall
experience, it also comes with adjusting how the team will manage the support requests
depending on your level of required support.
Each customer should review and select the appropriate
Customer Support level and the SLA associated with it.
We understand you may have questions or require further
clarification regarding this change. We encourage you to reach out to your
dedicated Business Development and Sales Manager, who will be more than happy
to discuss it with you, address any concerns you may have, and assist with
selecting the most appropriate Customer Support level and SLA associated with
it.
At TEKTELIC, we remain focused and committed to your success.
We are confident these improvements will enable result in more effective and
timely support, helping you deploy and operate the most cost-effective networks
and get the most out of TEKTELIC products and services.
Thank you for your ongoing support and trust in the TEKTELIC team and products. We look forward to continuing to serve you and delivering the highest level of support in the industry.
TEKTELIC Support Team