When you’re troubleshooting operational problems with one or more customer systems, the immediate need is systematically eliminating the variables. Is there trouble with the device you’re working with, the customers’ internet connections or with Alula‘s service platform?
Ron Long, Alula’s Chief Experience Officer, understands the need for quick problem resolutions. That’s why Alula recently developed a Service Status page, enabling dealers to immediately ensure all Alula services are fully operational and eliminate a variable from the troubleshooting equation.
“We want to provide visibility and transparency of our operations,” he said. “Now, when dealers encounter a problem, they can go to our website and immediately see if there is an incident in progress, planned maintenance or software updates that might impact service.”
Dealers have access to the new site 24/7, and once subscribed, they choose to receive notifications via text message or email when interruptions occur. Any member of a dealer’s team may subscribe.
Long said, “Planned, impactful maintenance events are posted in advance. If unexpected events occur, we will post planned corrective steps and provide an anticipated time for when services are expected to resume.”
The Alula Service Status is broken down into functional component groups that span all dealers, including signal relay, video and cellular services, notifications, AlulaConnect, and mobile applications. API services are shown for dealers using them for custom integrations and enterprise services, such as email and voice services, to interact with customers. Service history and availability figures are shown for each component.
“We have redundant systems, so when we have a service platform event, over 99.9% of the time it’s completely invisible to end-users and the dealers,” said Long. “We’ll use this site only for events impacting operations. Unfortunately, they do happen on very rare occasions.”
Rather than being added to the AlulaConnect platform, the Service Status page is an external site. If the AlulaConnect portal is unavailable, the status page will still help dealers locate potential causes and let them know Alula is aware of a problem and working to resolve it.
Long indicated that dealers were enthusiastic after previewing the site.
“Our customers expect a high level of transparency from Alula,” he said. “We see the Alula Service Status page as another way to maintain and increase the level of trust we’ve developed by working closely with our dealer community.”