The feature allows professional installers to share access to their customers' network with Luxul’s support team for real-time troubleshooting. Once the problem is resolved, the dealer can quickly and easily revoke access.
“Through our partnership with Domotz, Luxul integrators can ensure a properly configured, secured and optimized network for their customers,” says Jeffrey Curtis, general manager and vice president of Luxul. “For our integrators, time is money. Giving them a simple method for accessing and collaborating with Luxul support resources via an interactive real-time troubleshooting session is ground-breaking.”
Domenico Crapanzano, CEO and co-founder of Domotz, says the new feature will help dealers increase their service efficiency.
“This new feature exemplifies how cloud-based network access systems are win-win for the entire customhome automation ecosystem. Everybody is saving time and money,” says Crapanzano. “Luxul is now able to offer a more streamlined troubleshooting process that saves their integrators time, while also reducing ticketing times for their support team.”
The Mechanics of Support
The companies explain the streamlined support for Luxul Manufacturer Support feature in the Domotz PRO app is easy to use.
Here's the basic process:
- Once any Luxul device is found on a network that’s using Domotz PRO, a Manufacturer Support tile will appear on the Domotz PRO dashboard
- The dealer can grant the Luxul support team temporary access to any Luxul device
- With visibility into the device, the Luxul support team can work more closely with the dealer to investigate and resolve issues faster and with more intelligence
- Access to the network is temporary and automatically revoked after the specified time threshold or once the dealer closes the support session
The Manufacturer Support feature is already live in Domotz PRO. All dealers need to do is connect Domotz PRO to a network with Luxul devices to begin using the option.