SOTI MobiControl Customer Service and Technical Support

MobileIT403e
Mobile ITS Technology Manager at a logistics company with 1,001-5,000 employees
Support has been great, we have Enterprise Support. The 24-hour support has really changed things, and it's just recently that we've switched to that. I don't think I've ever had an issue with getting a response from SOTI. If something pops up that I can't figure out and my colleague can't figure out, and we've exhausted the Help documents, then we'll submit tickets. We'll call in for technical support. Almost within a day, every time, we have an answer, whether it's about how we need to approach the situation, or what changes might be needed to allow some feature to do something we're trying to do. As a specific example, we did have an issue where some devices were reaching data limits extremely fast, way too quickly in the month. We were burning through too much data. I was able to get on the phone with our SOTI rep and he showed me three different reports that would work. He showed me how we could create some rules that would allow the devices to be moved out of one group and into another, and that would show us: These devices are streaming higher data. Then we could dig down further to figure out why these devices were using so much data. Another specific example: One of the things we try to do is have most of our devices hardwired into our vehicles, so that they're charging all the time. They're always getting a charge just to prevent losing a device on the road. The struggle at the beginning was to make sure that these devices get turned off, because we don't want to run down our vehicle batteries, especially at the end of the day. I figured there was a feature, a way to do this without having to go in every night and every day and turn off devices that were on. It was about a 20-minute conversation with a SOTI technical support rep. They showed me, "Here, you just create a timer, and then once we create this timer, at this time of day, every day, all your devices in this group will shut off." It was amazing. It was years ago that we set that up and it's being used as a standard feature at all of our of locations now. The folks that we work with at SOTI, even level-one support, are really well-versed. View full review »
CTO512c
CTO with 51-200 employees
We have Enterprise Support. We have additional support because we are one of their large customers. We have access to some of the senior developers. Generally, we have a direct line. If there is any glitch or any step that we don't understand or we need help, we have fairly quick access to support from SOTI. Support is very good. They are very knowledgeable, very good at helping, at doing everything to help when we have issues. They follow through. If they don't have a solution, they bounce it to the dev. Generally, I have always been pleased by their response time, by the quality of the response, and by the knowledge of the people in support. I am very pleased with support. View full review »
reviewer946341
Project Coordinator at a healthcare company with 51-200 employees
If the chat feature is able to be built, that would be the only thing I have a comment on when it comes to tech support. Overall, technical support has been sufficient. View full review »
Find out what your peers are saying about SOTI, VMware, Microsoft and others in Enterprise Mobility Management (EMM). Updated: October 2019.
377,029 professionals have used our research since 2012.
Peter Kolbeck
Automation Specialist at a energy/utilities company with 501-1,000 employees
SOTI's customer service is top-notch. We have asked for and have received incredible customer service. We recently signed up for SOTI Enterprise Support. It was worthwhile to do it, with the additional training, and the call testing. It's a huge opportunity for us to continue to explore the functionality of SOTI in a contained environment. The customer service has always been excellent. I've never had bad customer service. And I've called. I'll say, "How can I do this in here?" and they'll run through some scenarios. SOTI MobiControl also works with our partners like Zebra. Zebra was on the phone with tech support from SOTI and it took four minutes to figure out what I wanted to do between the two, and I got a solution. They helped me out when I needed it. How can you put a price on that? View full review »
Directora3a3
Director, IT Services at a manufacturing company with 10,001+ employees
Like anywhere else, if you can get past the first-tier agents who are reading off a script, SOTI technical support is very good. We've had several situations over the past couple of years. I don't remember exactly what the causes were, but once we engaged our account representation and escalated, we were able to get a very quick response. We do pay for the high-level maintenance. View full review »
SystemsA04e1
IT Analyst
Tech support is a hit or miss. You have to go in under the general support and you get a low-level person and I don't know if all of them understand the product very well. I have spent hours on the phone with them. View full review »
Nicholas Cardinal
Software Developer at a construction company with 501-1,000 employees
I believe I did reach out to them once. They got to it quickly and resolved my issue. View full review »
ITAnalysdc34
IT Analyst at a manufacturing company with 1,001-5,000 employees
Technical support has been good. They're very responsive. We had basic support before, but now we have the Enterprise Support. We just got that, so I can't evaluate it. But the basic support we had was very good. They were very responsive. That's the main good thing to look out for: making sure they answer emails and the like. View full review »
LeadApplaec5
Senior Software Engineer at a retailer with 1,001-5,000 employees
Sometimes tech support is hit or miss. Sometimes it's more an issue of trying to find the right person who can help you resolve the issue. Typically, you're dealing with an initial-help consultant, but most of the time it requires, at least in our instances, people who have more knowledge of the product, to be able to assist us. View full review »
reviewer948468
IT Engineer at a transportation company with 5,001-10,000 employees
Technical support is pretty good. The response time is good and the results were that the cases I had were solved. There could be some improvement in the response time. View full review »
Susan Neuder
Site Lead - Lancaster Facility at a retailer with 1,001-5,000 employees
So far, tech support has been very good. They're responsive and they've been able to provide solutions to the issues that we've brought up. View full review »
Ramil Lopez
Team Lead, Store Systems Support - Digital at a retailer with 10,001+ employees
It's fine. We have Enterprise Support, so they're always there for us. View full review »
Dir832
Director at a tech services company with 1-10 employees
The tech support is not helpful. View full review »
Find out what your peers are saying about SOTI, VMware, Microsoft and others in Enterprise Mobility Management (EMM). Updated: October 2019.
377,029 professionals have used our research since 2012.
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