Esper Support & Services

When it comes to creating exceptional device experiences, nobody knows more than Esper. That’s because devices are in Esper’s DNA.
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Esper Support & Professional Services

Customized Guidance and Expertise To Meet Your Unique Needs

At Esper, we love a device challenge. Whether you’re launching a new product or migrating an existing fleet, Esper Professional Services help accelerate your time to value. Our expertise from chip to cloud can help you make the right decisions, navigate obstacles, and increase your operational efficiency.

When your devices are mission critical, they need to just work. We help make that a reality.
Customized guidance and expertise to meet your unique needs

Esper Support and Services

Standard
Plus
Ultimate
Technical Support
9 x 5 technical
support
24 x 7 technical
support
24 x 7 technical
support
Response SLAs
Standard
Sev 1: 2 hr response time
Sev 2: 12 hr response time
Sev 3: 24 hr response time
Sev 4: 48 hr response time
Standard
Sev 1: 2 hr response time
Sev 2: 12 hr response time
Sev 3: 24 hr response time
Sev 4: 48 hr response time
Enhanced
‍Sev 1: 30 min response time. Updates every 2 hours. Round the clock work until resolved.
Sev 2: 1 hr response time. Daily updates. Continuous work during business hours.
Sev 3: 4 hr response time
Sev 4: 24 hr response time
Fast Start Onboarding
Best Practices Guidance
1:Many Training Sessions
Assigned Technical Implementation Manager
During onboarding
Ongoing design and fleet scaling consultation (including but not limited to training, migration, configuration, and architecture design)
Esper Lab Device Validation Testing
Integration of Custom Test Cases into Release Process
Quarterly Business Reviews
Bi-Directional Change Management
Dedicated Slack Channel
New Hardware Selection & Validation Consulting
Technical Support
Response SLAs
Fast Start Onboarding
Best Practices Guidance
1:Many Training Sessions
Assigned Technical Implementation Manager
Ongoing design and fleet scaling consultation (including but not limited to training, migration, configuration, and architecture design)
Esper Lab Device Validation Testing
Integration of Custom Test Cases into Release Process
Quarterly Business Reviews
Bi-Directional Change Management
Dedicated Slack Channel
New Hardware Selection & Validation Consulting
Standard
9 x 5 technical support
Standard
Sev 1: 2 hr response time
Sev 2: 12 hr response time
Sev 3: 24 hr response time
Sev 4: 48 hr response time
Plus
24 x 7 technical support
Standard
Sev 1: 2 hr response time
Sev 2: 12 hr response time
Sev 3: 24 hr response time
Sev 4: 48 hr response time
During onboarding
Ultimate
24 x 7 technical support
Enhanced
‍Sev 1: 30 min response time. Updates every 2 hours. Round the clock work until resolved.
Sev 2: 1 hr response time. Daily updates. Continuous work during business hours.
Sev 3: 4 hr response time
Sev 4: 24 hr response time
Standard
9 x 5 technical support
Standard
Sev 1: 2 hr response time
Sev 2: 12 hr response time
Sev 3: 24 hr response time
Sev 4: 48 hr response time
Fast Start Onboarding
Best Practices Guidance
1:Many Training Sessions
Plus
24 x 7 technical support
Standard
Sev 1: 2 hr response time
Sev 2: 12 hr response time
Sev 3: 24 hr response time
Sev 4: 48 hr response time
Fast Start Onboarding
Best Practices Guidance
1:Many Training Sessions
During onboarding
Ongoing design and fleet scaling consultation (including but not limited to training, migration, configuration, and architecture design)
Ultimate
24 x 7 technical support
Enhanced
‍Sev 1: 30 min response time. Updates every 2 hours. Round the clock work until resolved.
Sev 2: 1 hr response time. Daily updates. Continuous work during business hours.
Sev 3: 4 hr response time
Sev 4: 24 hr response time
Fast Start Onboarding
Best Practices Guidance
1:Many Training Sessions
Assigned Technical Implementation Manager
Ongoing design and fleet scaling consultation (including but not limited to training, migration, configuration, and architecture design)
Esper Lab Device Validation Testing
Integration of Custom Test Cases into Release Process
Quarterly Business Reviews
Bi-Directional Change Management
Dedicated Slack Channel
New Hardware Selection & Validation Consulting
Contact us to learn more about Support and Services plans

Customers Worldwide Are Delivering Exceptional Device Experiences With the Help of Esper’s Expertise

G2 award

“The customer support is outstanding. I’ve never seen so much willingness to help someone succeed with what they are doing.”

G2 logo
Customer Review on G2
Quotation marks
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Additional Resources

eBook
Need to Build a Device fleet? Here’s Where to Start.
Building a device fleet from scratch can be challenging. We get that, and we’re here to help. With these resources, you’ll go from “I’m not sure where to start” to “I know exactly what to do” — and every step in between — in no time.
Blog
Free MDM is a myth, here's why
There’s no such thing as a free lunch, and there’s no such thing as free MDM (Mobile Device Management) when it comes to managing your POS systems, self service kiosks, digital signage, and tablets. Here are five things you should consider before you take the plunge with any free way to manage your business’s revenue-generating systems.
Whitepaper
Total Cost of Ownership for Dedicated Devices vs. Traditional MDM
The total cost of ownership (TCO) is a comprehensive calculation of the full lifecycle of using a product or service, including both capital costs (CapEx) and operational costs (OpEx). The TCO analysis and formula in the whitepaper will help you make smarter decisions on reducing costs and maximizing value.
Learn
The State of Device Management 2024
Staying a step ahead of the pack comes naturally to you. If you’re looking for the inside track to understanding how forward-thinking businesses are prepping for the next generation of mission-critical device use cases, this is it. The State of Device Management Report is the key to understanding the evolution of device management for the next generation of hardware. With these insights, you’ll be ready to take on what comes next — regardless of where you are right now.
Redefining Enterprise Device Management with a Unified iOS and Android Strategy
Latest Blog
Redefining Enterprise Device Management with a Unified iOS and Android Strategy
From point-of-sale systems to employee tablets, devices power critical operations, drive customer experiences, and enable remote workforces. And, as businesses expand, so does the complexity of their device fleets. Many organizations now operate mixed fleets, combining iOS and Android devices to meet diverse operational requirements.

New to DevOps for Devices?

The journey from MDM to DevOps for Devices isn't as complicated as it sounds. Here's everything you need to know.

Case studies

Read our customer success stories on how they improved their device management.
Read our reviews on
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