With Wunder, you can benefit from our 99% uptime, and you get support outside of business hours! Read on to find out how our Premium Support service will keep your operations running smoothly no matter what.
If there’s one thing that all shared mobility operators know it’s that the city never sleeps. Whether it’s late at night, early in the morning, or on Sundays, there will always be customers wanting to use your e-bikes, kickscooters, or car-sharing service, so it’s important to work with a software partner that can keep your service up and running at all times, even when things go wrong.
With Wunder, you benefit from our 99% uptime, which means that our system, just like your users, never sleeps. But, sometimes the unprecedented happens and we need to spring into action to resolve the issues and get your service back up and running. That’s when our Premium Support service comes into play. Read on to find out what this service involves and why you should add it to your subscription.
What is the Premium Support service?
Our Premium Support service is an extra paid-for service that ensures that you can count on our support for critical impact issues outside of business hours. In the unlikely situation that something critical happens, you will have a phone number to call so you can speak with a dedicated member of our team. The support team will then work in and outside of business hours to investigate and solve the critical issue as quickly as possible to ensure that your operations are uninterrupted.
What is a critical impact issue?
It’s important to note that not all issues are considered ‘critical impact issues’ but, we offer our Premium Support and dedicated support for critical issues in the frontend which:
- affect the core features of the system
- cost more than 20% of your average daily revenue
- Render the admin tools inaccessible
- rapidly increases in severity over time
- highly time sensitive
- or affects all platforms and devices
For example, if all your vehicles suddenly disappear from the map on your dashboard, this would count as a critical issue since you need to be able to track your vehicles to protect against theft, misuse, and ensure that your users can start and end their rides properly.
Can I use the Premium Support service anytime?
The Wunder team, and your dedicated Account Manager, are available to you throughout the week, but, with the Premium Support service, you also have access to our team during these extra emergency hours:
Monday - Friday: 18:00 - 22:00 (CET)
Saturday - Sunday 09:00 - 22:00 (CET)
When should I add Premium Support to my subscription?
The ideal time for you to consider opting for our Premium Support service is when you first sign up and launch your shared mobility service with us. During our initial conversations we can discuss everything that you need and ensure that you are covered for every eventuality.
You can also add our Premium Support service to your subscription whenever you feel ready to do so. This is a new service, so if you’re a current customer of ours, we’d love to have a chat to set this up for you.
We also have a range of other bespoke and value added services that can take your business to the next level such as various mobility APIs, our dedicated IoT Connector software, and our range of webhooks – all designed to bolster your operations and ensure that your sharing ready vehicles and your vehicle sharing software work together seamlessly.
Ready to accelerate your shared mobility service? Get in touch with our team and let’s have a chat about how our Premium Support can help you get an edge over your competition.