Premium Technical Support

Premium Technical Support

Libelium's customers can request the Premium Technical Support Service by contracting hours bonus.

Who can access?

If you are a Libelium's customer and need technical assistance, the following tools are at your disposal:

  • The Development website section: technical guides, tutorials and FAQs available for any product currently offered in the catalog.
  • The Technical Support Service Center: an individual consultancy service exclusive for customers that require on-line and phone sessions with our technical staff. This service consists of personal video conference sessions or phone calls to solve any question that may arise while developing IoT projects.

How does it work?

STEP 1. Fill out the form to buy an hourly prepaid package

STEP 2. With the invoice, you will receive an email with the following information:

  • The login to access to the Technical Support Center
  • The login to access to Libelium Cloud. Here you will be able to manage all your devices, licenses and the code number to access to phone technical support.

infographic

Openning hours

infographic

Premium Technical Support's immediate phone support hours:

  • MONDAY - THURSDAY
    from 9 to 18 H (CET)
  • FRIDAY
    from 9 to 15 H (CET)

Weekends and national Spanish holidays, not available

Some examples

Examples of inquiries that can be adjusted to the telephone technical service for immediate response:

  • Basic connectivity questions between the sensor nodes and Meshlium.
  • Basic configuration of LoRaWAN and Sigfox radios.
  • Reading problems of some specific sensor, using the code examples.
  • Casual situations such as...
    • Meshlium does not turn on
    • The computer does not recognize a Plug & Sense!
    • Node resets continuously
    • Get support hours
    • I can't install the Smart Devices App or the Waspmote IDE
    • Questions about sensor connections
  • Demos with the final customer in which problems may arise when making a demo of the use of the technology.
  • Doubts about the installation of parking nodes.

If it is a specific level 2 configuration technical issue that requires some investigation, the technical staff will schedule a call with the customer within the next 48 hours.

Rates

 

3 Hours

5 Hours

10 Hours

20 Hours

Total price 234€ 385€ 750€ 1400€
Price per hour 78€ 77€ 75€ 70€

* The minimum time of each call will be 15 minutes which be discounted from the hourly credit.

** The voucher will be valid for one year.