Post go-live, the shape of your support arrangement decides how fast mobile app problems get cleared. Our guide breaks down what to interrogate before signing.
- Three audiences, three channels. Engineers hitting camera, signature and offline sync faults want a phone or Teams session. Dispatch and back office queries suit email or a portal. Managers raise reporting and configuration items that can wait
- Ticket handling. Every issue logged with a status you can see, replication attempted before anything else, then a documented route upward, including to Microsoft when the fault sits in the platform
- Open access or a conduit. Direct raising works below roughly ten engineers. Above that, one bug becomes fifty tickets, so a single internal filter saves the support desk from triaging duplicates. The catch is dependence on one person’s availability
- Screen access. Teams sharing with remote control on engineers’ handsets, otherwise diagnosis by verbal description
- Metrics worth asking for. First-time fix rate (target 70% plus), resolution times, recurring issue counts
- Indicative UK pricing per user per month across standard, premium and enterprise tiers, plus pay-per-incident rates
There’s a nine-point evaluation checklist at the end you can take straight into a partner conversation.