Support Requirements

Typically, L1 support is provided by trained customer administrators or partners. L2 and L3 support is extended by 1Mobility’s internal resources.

Support Type Description
L1 Phone and Email Support. L1 Support staff

- Answers and addresses FAQs

- Gathers information required for L2 support prior to escalation.

 

L2 Includes incidents which fall into one of the categories -

-        1Mobility product feature is not performing as intended.

-        If the solution to the problem is not achievable by standard troubleshooting methods or by referring to online help provided by 1Mobility or there is no solution available through fixing or changing mobile policies, configurations etc.

then L1 Support should contact L2 Technical staff.

L3 L3 layer support team will be involved in troubleshooting of escalated incidents which requires Technical team to technically debug the issues on the server or on devices, verify behaviours specific to device manufacturers or need defect fixing or enhancement to the product features.

 

Support Tools

1Mobility provides a ticket tracking and support tool – “Helpdesk Portal”.

Support Ticket Category

This section describes categories of issues reported and some sample examples.

L1 Support

End User Category

  • Enrollment Issues
    • Incompatibility of devices
    • 1Mobility Agent didn’t launch or asks user to upgrade
    • Credentials don’t work
    • Enrollment details email was by mistake deleted, need details
    • Configuration or Access related Issues
      • Not able to access corporate resources like Wi-Fi, VPN, Email etc.
      • Not able to access “Do-it-Yourself” (DIY) portal
      • Device Features
        • Certain features of the device  like SD card, camera or Bluetooth etc. are not functioning ( This may be because of the security policies)
        • Not able to take back ups
        • Battery is draining too fast (may be unrelated to MDM)
        • Mobile App Issues
          • Apps not visible
          • Apps Crashing
          • Why do I need to download new version
          • I am being asked to delete a certain App (Blacklisted App)
          • Business App is not working or shows errors (Unrelated to MDM)
          • Other
            • Device is now running slower
            • Forgot phone PIN
            • Can I upgrade the OS version, will that de-enroll my device

Admin User Category

Trained Administrators should be familiar with following to be able to handle day to day operations. The administrators have access to online help to use the product for day to day operations.

  • Device Operation (lock device/ reset password/ query information etc.) remains in Pending State
  • Restrictions not being applied
  • Function Queries
    • How to setup certain policies in the system
    • How do we support iOS/Android version
    • What’s the impact if I perform <this> action

L2 Support

Includes incidents which fall into one of the categories -

-        1Mobility product feature is not performing as intended.

-        If the solution to the problem is not achievable by standard troubleshooting methods or by referring to online help provided by 1Mobility or there is no solution available through fixing or changing mobile policies, configurations etc.

then L1 Support should contact L2 Technical staff. L1 Support team can contact 1Mobility with following information

-        Device details

-        Troubleshooting logs, screenshots, video of the problem seen on the device

-        Steps followed to debug at L1 level.

L2 tickets are addressed with the SLAs defined below.

L3 Support

L3 layer support team will be involved in troubleshooting of escalated incidents which requires Technical team to technically debug the issues on the server or on devices, verify behaviours specific to device manufacturers or need defect fixing or enhancement to the product features.

PROCEDURES & SERVICE LEVELS

Problem Reporting Procedure

Customers and Partners may report problems to the 1Mobility Technical Support group by email.

 

  Email Phone Support hours
Standard support Support@1Mobility.com + 91-20-30458306

(+1- 646 688 3041)

8:00 am and 6:00 pm  Indian Standard Time during normal business, non-holiday days
Emergency support EmergencySupport@1Mobility.com

 

Please add [Emergency] to the Subject of the message.

+ 91-20-30458306

(+1- 646 688 3041)

Please leave a clear message with your contact details, and a support representative will contact you within 30 minutes.

24/7 basis for those matters determined to be urgent, as noted in the table below.

 

Customer or Partner shall provide first tier (L1) technical support, and shall make reasonable and sincere efforts to resolve technical issues before soliciting the second tier (L2 & L3) Customer support of 1Mobility.

All requests should include the Customer/Partner name, a description of the problem, all initial data gathered and analysis points by L1 support, email address and telephone number of the Reseller’s contact person.

Reporter should provide as much information about the problem as possible.  A Technical Support Specialist will contact Reporter by either a return e-mail or a return phone.

1Mobility Technical Support Specialist will work with the 1Mobility Technical Representative to resolve the problem, to the extent that it is determined in good faith that the problem is beyond the remedial capabilities of Customer or Partner.  If the problem cannot be resolved in a short period of time by phone or email, the Technical Support Specialist will keep the Reporter informed as to the progress.

When the problem has been resolved, the Reporter will be notified by e-mail and the call closed on 1Mobility’s records.

Call Priority Commitments

The following are the 1Mobility response commitments for answering calls and evaluating priority:

Priority Level Definition Guideline Response Time* Resolution Time
1 Urgent Major server or applications failure with system /functionality unavailable. Within 2 hours, while commencing investigation of the issue immediately within 4 hours
2 High Medium function or service affected with limited availability/functionality and some Customer impact. Within 2-4  hours within 2 working days
3 Medium Minor function or service affected with minor impact and system still available/functional. Within 1 working day.

 

within 7 working days
4 Low Lower priority background task. System and functionality are available. Within 2 working day Discussed and defined case by case

*Note:  “Response Time” is defined as the initial investigation of the problem and the gathering of any necessary data.  It is the initiation of the resolution and not necessarily the time it takes to fix the problem.

Problem Escalation Procedure

Problem escalation formally defines the procedure, which is in place to identify high priority issues and make senior people aware so that additional resources, if necessary, can be used to help resolve an urgent problem.  This is for use on those occasions where a problem is significantly affecting the Customer’s operation and the current action being taken does not appear to be producing a resolution quickly enough.

If a call has not been resolved by the resolution time following people at 1Mobility can be contacted in the following order

-        Senior Product Manager

-        VP of Business

-        CTO

If there is a dispute as to whether a matter is “urgent” or “very urgent”, then the parties shall escalate the matter to the respective CEOs/Presidents of each company.