Pepwave Polices
Partner Support Responsibilities
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Partner Support Responsibilities
Last Updated: 30 April 2025
To better serve Pepwave users, customer support responsibilities are divided into two tiers (Tier 1 & Tier 2). The table below describes the technical support responsibilities of Pepwave’s partners (VAD/VAR) in customer support services for Pewave.
| Responsibility of Whom | Level of Support | Responsibility |
|---|---|---|
| Pepwave Partners (VAD/VAR) | Tier 1 | Initial support level is provided in the form of first-line user support on non-technical essential user assistance. For example, Portal access, FAQ, Firmware/user manual/policies, Renewals, Basic knowledge base, etc… |
| Pepwave Partners (VAD/VAR) | Tier 2 | Escalation to Tier 2 when out of scope of Tier 1 support team. This tends to involve more complex customer issues, including but not limited to basic troubleshooting skills, configuration, or setup. For example, Configuration/Installation, Cellular Connection issues, Power adapter/input issues, Wireless connection (Cellular / Wifi), Integration/Routing, Technology knowledge, etc…) |