What Happens When You Submit a Bobber 500 Support Ticket?

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Customer Support
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Cooperation Between Vendors

Unlike our other products, the Bobber 500 relies on many different vendors coming together in order to perform its functions - the gateway hardware, designed and manufactured by Bobcat - the gateway firmware, created by and licensed from FreedomFi - and the small cell radios, provided by a variety of radio vendors such as Mosolabs and Baicells. Due to this required interoperability, some issues cannot be completely resolved without assistance from these other parties.

In an effort to streamline the user experience and promote teamwork between all partner vendors, Bobcat has worked hard to create a support workflow that allows us to quickly and efficiently work with partners to resolve customer issues. This cuts down on the time you spend creating and waiting for tickets to be resolved and allows each team to tackle their specific issues more easily.

As an example: You submit a ticket to Bobcat because you did not earn MOBILE rewards during the last reward period. During the course of investigation, Bobcat discovers the issue lies with your Mosolabs small cell radio and not the Bobber 500 gateway. Rather than simply instructing you to submit a brand new ticket directly to Mosolabs, wait for the ticket to be addressed by a Mosolabs agent, and have to explain the issue over again and wait for them to perform their own investigation, Bobcat will reach out directly to the Mosolabs team on your behalf and provide them the required information to get your issue addressed as quickly as possible.

Bobcat has worked hard to establish open communication with partners and provide a frictionless path to inter-vendor teamwork and issue resolution. This not only allows us to assist with issues outside of our scope of responsibility (such as faulty radio unit replacement) but also allows us to more quickly escalate gateway firmware related issues to FreedomFi in situations where Bobcat does not have the access or tools required to address the issue directly due to licensing the firmware.

Bobcat also routinely leverages this inter-partner communication as a way to gain additional knowledge, resources, and access to better troubleshoot issues outside of our scope of responsibility. In doing so, we can not only escalate issues directly to vendor partners but we can also perform initial troubleshooting steps on their behalf and sometimes even completely resolve the issues ourselves!

How traditional companies handle tickets: "The issue is with your attached radio. Please submit a ticket directly to the radio vendor. Thanks for choosing YeOldMiners and have a great day."

The Bobcat way: "The issue is due to your small cell radio. Let's try out some of these steps known to resolve quite a few radio issues. Let us know if you're still having issues and we can ask our partners at RadioVendor to check it out and reach back out to you with their updates. Thanks for being a member of the Bobber community!"

While Bobcat strives to make the support process as quick as possible, it will always be fastest to submit your ticket to the proper vendor from the very beginning. For example, if your radio does not power on but your gateway is working normally the best course of action is to submit a ticket directly to your radio vendor rather than submitting the ticket to Bobcat, waiting for an agent to investigate and determine the issue is with the radio, and then reaching out to the radio vendor on your behalf.

Initial Contact

When you first submit a ticket to Bobcat, information is gathered that assists with processing your request. Once your ticket is submitted it is then picked up by a Bobcat Customer Support agent who will determine the reason the request was submitted and provide assistance as needed.

Customer Support agents will assist to resolve non-technical issues such as payments, refunds, shipping issues, and more. Agents are also trained to handle a variety of common technical support issues and can provide assistance to resolve a large number of the most common issues.

When technical issues are out of the scope of Customer Support, the agents will first gather any additional information needed for Support Engineers to begin work on the ticket immediately and will then escalate the ticket directly to a member of Bobcat's Support Engineering team.

Bobcat Escalation

All technical support tickets beyond the scope of Customer Support agents are escalated and assigned to a Support Engineer. Support Engineers work to investigate and resolve technical issues and often must interface with a variety of teams and vendor partners such as Customer Support, Engineering management, Factory Engineers, FreedomFi, radio vendors, Nova Labs, and more.

Support Engineers deal with a variety of issues related to hardware, software, FreedomFi firmware, the Helium blockchain, partner equipment, and more and are the main Bobcat point-of-contact when collaborating with vendor partners on a customer's non-Bobcat related issue escalation. Aside from communicating with partners on a customer's issue, they also communicate directly with customers to keep them up to date of the latest developments with their ticket and relay any questions or instructions from partners.

In the process of working with vendor partners, Support Engineers also document many steps taken by partners to resolve issues, reach out to partners for additional knowledge and troubleshooting steps, and are always learning and requesting additional access permissions. Doing so allows Bobcat to increase the number of non-gateway issues we can directly address without needing to immediately reach out to partners for resolution.

Support Engineers will resolve technical issues themselves whenever possible and will handle any necessary escalation of tickets to FreedomFi for gateway issues beyond Bobcat's control. For non-gateway related issues such as radio faults, Support Engineers will escalate to the appropriate radio vendor and provide any information or support our partners need to resolve the issue for the customer.

Radio Partner Escalation

In cases where the root issue is determined to be radio related and not an issue with the Bobber 500 gateway, Bobcat Support Engineers will reach out to the radio vendor and provide their findings. Support Engineers will track the ticket and ensure a timely response is provided to customers as well as gathering any additional information needed by the radio vendor or relaying required actions to the customer. During the vendor troubleshooting process, Support Engineers will take note of any troubleshooting steps that are able to be performed by Bobcat in the future as well as clarifying root causes to track any potential trending issues. After issues are addressed by radio partners, Support Engineers will verify with the customer the root issue has been resolved prior to closing the ticket.

FreedomFi Partner Escalation

In cases where the issue appears to be related to the gateway's firmware or where Bobcat does not have the required access to the firmware to resolve the issue ourselves, Support Engineers will escalate the ticket to FreedomFi for review and resolution. Support Engineers will track the ticket and ensure a timely response is provided to customers as well as gathering any additional information needed by FreedomFi support or relaying required actions to the customer. When issues are related to the Spectrum Access Service (SAS) or other FreedomFi controlled services, Bobcat will provide FreedomFi with any relevant information and assist with identifying issues in any way possible. Support Engineers will take note of any troubleshooting steps able to be performed by Bobcat in the future as well as clarifying root causes to track any potential trending issues. In addition to this, Bobcat routinely meets with FreedomFi support to discuss current issues and request additional access to firmware or controlled services as appropriate in order to better resolve issues ourselves without needing to escalate as many tickets. This results in quicker resolution times for customers, a more streamlined work flow for Support Engineers, and a decreased workload on FreedomFi support. After issues are addressed by FreedomFi, Support Engineers will verify with the customer the root issue has been resolved prior to closing the ticket.

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