The System has many different Product Support features built into the product to make it as easy to use and support.

 

These features include:

• Plug-and-play installation and walk through configuration

• Common look and feel of the interface on common devices (PC, Tablet, Smartphone)

• Internationalization/Localization

• Online help, documentation (installation, troubleshooting), FAQs, training, and how to use video

• The System and Devices are self-monitoring and provide event logs and alerts of issues

• Remote account, device, and upgrade support

• An online decision tree to fix the issue or to describe and submit a question or bug

• The interoperability lab to reproduce and isolate issues to the System or 3rd Party APP or Device

 

Since these are common features of the System, they only need to be created once, and the additions are for the unique features of the individual Device or APP.

 

Depending on the backing and rollout of the product, support may start thin with translations to/from English using an email or trouble ticket case APP Ticket response. Phone and Ticket Support for additional languages would be added as the need and demand rise (potentially leveraging off of international integrators, sales, and/or university relationships).

 

The Center (using an interoperability System) or designated provider and be clearing house for system issues and can then route to lab and/or companies/developers Specific issues.  Since the System is self-monitoring and sends Events and Alerts to Manufacturers/Developers, they may know or learn about issues before issues are even submitted.

 

With all of the commonality of the different Parts of the System, there is the opportunity for Integrators, and 3rd Party Service Providers to be able to Support certain customer bases.