Choosing a Primary Service Provider

Observant Support

Created: ; updated: .

Appropriate Solutions and Quality Support

At Observant, ensuring that you receive timely and accurate service is a primary concern. We believe in the importance of growing a nation-wide network of knowledgeable, well-trained channel partners who not only sell appropriate Observant solutions to their customers but will provide continuing support services for those solutions.

We understand the importance of the customer’s freedom to choose — both the partners with whom they do business and the selection of services that are on offer. All Observant customers may, if they wish, switch channel partners at any time.

Your Primary Service Provider

We are asking that each customer nominate a Primary Service Provider to act as their main point of contact for all the sales and service requirements of their Observant solutions.

If you are a new customer, your Primary Service Provider will be the organization from whom you purchased your initial Observant solution. If you have purchased from more than one organization (or haven’t yet selected a Primary ServiceProvider), we request that you nominate one.

Although you may elect to change this Service Provider at any time, we ask that there only be one primary contact at any given time. This will help to make clear the present relationships of all concerned parties.

If you are unaware of who your nearest dealer is or if you are not happy with the service provided from your current dealer, let us know by creating a ticket or emailing Helpdesk with your name, portfolio and location. 

The Consequences of a Change

While you are free to change your Primary Service Provider as you see fit, here are a few things you should keep in mind.

  • Your Primary Service Provider is your Support Contact. When you have queries regarding either your existing equipment or new systems, all such communication should be addressed to your Primary Service Provider. This holds true regardless of where (or from whom) the equipment in question was purchased.
  • Your Primary Service Provider is also your Warranty Contact. All warranty queries and claims should be addressed to your Primary Service Provider, regardless of where you originally purchased the equipment. This should ensure that you receive consistent support from a single organization. Keep this in mind when considering changing a service provider, since their main location is the warranty service point for all of your equipment.
  • The Primary Service Provider has access to your account, and when you assign a new Primary Service Provider, the previous Service Provider's access is discontinued and the new Service Provider acquires access to all of your systems, enabling them to provide comprehensive service.
  • Any and all such changes can only be made with your explicit permission.

How to Change Your Primary Service Provider

You can now change your Primary Service Provider from Global in a few simple steps, if you have administrative access to your portfolio. The article How to Nominate Your Primary Service Provider has a step-by-step guide.

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