Two Service Options Tailored to Your Mobile Deployments

When it comes to your mobile strategy, there’s no time for downtime. Otherwise, your remote workers are not productive, and you are at a competitive disadvantage.

SOTI Premium Service (for 1 to 500 device deployments) and SOTI Enterprise Service (for 501 and above device deployments) connects you with support staff and software services dedicated to keeping your mobile devices and workers productive in two ways:

  • Software Services Component: Technology and tools designed to help your business save time and money.

  • Support Services Component: Customized guidance which strengthens the business impact of your mobile deployments.

SOTI Premium Service and SOTI Enterprise Service are backed with best-in-class target response times, so you will know when your issue will be resolved based on its severity and nature.

Features and Components of SOTI Premium Service and SOTI Enterprise Service

Service Features

Selected service features designed to limit downtime. For a full list of features, view the comparison table at the bottom of this page.

  • Technical Account Manager (TAM)

    A seasoned enterprise mobility expert assigned to your account, dedicated to understanding and resolving your issues, and advocates on your behalf. Availability:
    • SOTI Enterprise Service
  • Advanced Support Team

    Bypass the Level 1 support queue and get assistance from Level 2 and Level 3 Technical Support Engineers.
    Availability1:
    • SOTI Premium Service
    • SOTI Enterprise Service
  • Customer Portal

    Anytime access to detailed information about your SOTI products and entitlements. Submit new support cases or view and edit cases in progress. Availability:
    • SOTI Premium Service
    • SOTI Enterprise Service
  • Unlimited Number of Technical Contacts

    Authorize as many people as required to contact SOTI support for help, to ask questions, make changes and discuss all aspects of your SOTI solutions. Availability:
    • SOTI Premium Service
    • SOTI Enterprise Service
  • Root Cause Analysis

    Support Engineers will investigate and analyze the root cause of the Critical (Severity 1) device or server issues you are experiencing and how to prevent them from repeating. Availability:
    • SOTI Enterprise Service2
  • 24/7/365 Multilingual Support

    Anytime and anywhere you are experiencing an issue, SOTI experts are standing by to guide you in one of seven languages.3 Availability:
    • SOTI Premium Service
    • SOTI Enterprise Service

Software Services Component

Software services which enable you to maximize what SOTI MobiControl can do for your organization.

  • SOTI MobiControl XTreme Hub Technology

    Built into SOTI MobiControl, SOTI XTreme Hub is designed for low bandwidth connections and optimizes the time and load required to distribute large amounts of apps and data by up to 10X. Availability:
    • SOTI Premium Service
    • SOTI Enterprise Service
  • SOTI MobiControl System Health Dashboard

    Real-time and 48-hour look back into stats such as: queue lengths, processing times, CPU, DB performance and server operational health.

    Availability:4
    • SOTI Premium Service
    • SOTI Enterprise Service
  • SOTI MobiControl Indoor Location

    Visualize, manage, and even track security threats for managed and unmanaged, IoT devices and sensors within the four physical walls of your organization.

    Availability:5
    • SOTI Premium Service
    • SOTI Enterprise Service
  • SOTI MobiControl App Analytics

    Visualize app distribution by device or OS, identify fragmentation in app versions, view real-time app status and simplify the troubleshooting of app issues. Availability:6
    • SOTI Premium Service
    • SOTI Enterprise Service
  • Device Simulation and Testing Services

    Use SOTI’s device simulator software to simulate loads and app distribution to test new versions of SOTI MobiControl for peace of mind prior to migration and upgrade. Availability:
    • SOTI Enterprise Service7

Support Services Component

Selected support services component features to help grow your mobility strategy. For a full list of component features, view the comparison table at the bottom of this page.

  • Quarterly Business Review (QBR)

    A quarterly review and report of your SOTI production environment’s performance, support cases and recommendations for improvement. Availability:
    • SOTI Enterprise Service
  • Yearly Health Check

    In-depth annual review of your SOTI production environment and a report outlining suggestions to improve the performance of your SOTI software. Availability:
    • SOTI Enterprise Service
  • Trial Access to the SOTI ONE Platform

    Enjoy free use to all of the products within the SOTI ONE Platform.

    Availability:
    • SOTI Premium Service (3-month free trial)
    • SOTI Enterprise Service (6-month free trial)
  • Unlimited Assisted Product Upgrades

    Your TAM provides as much guidance and best practice service you need to carry out upgrades to the latest version of your SOTI software. Availability:
    • SOTI Enterprise Service
  • Discounted SOTI SYNC Conference Passes

    Receive a 15% discount for up to five passes to SOTI SYNC, SOTI’s annual user and partner conference.
    Availability:
    • SOTI Premium Service
    • SOTI Enterprise Service
  • Access to SOTI’s Webcast Series

    Invites to comprehensive webcasts where you get a first look at what’s new with SOTI and can interact with our product experts. Availability:
    • SOTI Premium Service
    • SOTI Enterprise Service
  • Free Server Licenses

    To ensure your SOTI ONE Platform environment is running efficiently and smoothly, you get unlimited server licenses hosted in our cloud server. Availability:
    • SOTI Enterprise Service

Target Response Times

Reliable and predictive responses based on the severity of your issue. Times applicable to SOTI Premium Service and SOTI Enterprise Service.

  • Critical (Severity 1)

    • 30 minutes or less
    • 24/7 availability
  • Major (Severity 2) or Minor

    • 60 minutes or less
    • 24/7 availability
  • Minor (Severity 3)

    • One business day
  • Cosmetic (Severity 4)

    • Two business days

Additional SOTI Premium Service and SOTI Enterprise Service Resources

Contact Us For More Information

  1. SOTI Premium Service: L2 and L3 available Monday to Friday from 9 a.m. to 5 p.m. local time; L1 available after hours. SOTI Enterprise Service: L2 and L3 available 24/7/365.
  2. Upon request
  3. Based on availability of resources: English, German, French, Spanish, Simplified Japanese, Simplified Chinese, Italian
  4. Available January 2021
  5. Available May 2021
  6. Available May 2021
  7. Available February 2021