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.

 

Warm regards,

TEKTELIC Support Team