What comes to mind when you think of “good tech support”? Fast response times? Sharp technical knowledge? Friendly, dependable folks on the other end of the line? That’s all a solid foundation. But what does it take to create the ultimate support experience?
It takes more than just responsive support and likable techs (though those are great starting points). It takes a coordinated team built around ownership, outcomes, and empathy. The commitment to absorb a problem and claim it as your own. Personal ownership of solutioning and the responsibility to act on it.
It’s about a relationship.
Esper Ultimate Support: Built for the Exceptions, Not the Average
We believe true support is a spectrum, because every customer’s needs are different. That’s why we offer three distinct support tiers:
- Standard Support covers the basics for straightforward device fleets.
- Plus Support brings in onboarding guidance and faster SLAs, with optional help from a Technical Implementation Manager (TIM).
- And then there’s Ultimate Support — our premium support tier, purpose-built for complex rollouts and integrations, high-stakes operations, and enterprise environments where failure isn’t an option.
For many customers, Standard or Plus support is enough. But when your fleet is large, your use case is critical, or your environment has zero margin for error, Ultimate Support becomes indispensable. To be clear, Ultimate Support is not about company size — it’s about fleet complexity. Just because you’re a Fortune 500 company doesn’t mean you’ll need Ultimate Support. And just because you only have a few hundred devices doesn’t mean you don’t need Ultimate Support. It’s use case dependent.
And while Ultimate Support includes a lot of perks, one of the most impactful is your dedicated Technical Implementation Manager (TIM). But Ultimate Support isn’t just about the TIM — it’s about the team. You’ll get coordinated care from your Account Manager, Technical Implementation Manager, and 24/7 team of technical support engineers, all working together to move fast, solve problems, and keep your rollout on track and ensure operational success.
The TIM Difference: Not Just a Support Rep
One of the most impactful parts of that team is your TIM. Your TIM is the main point of contact for all things technical and is your representative internally. They work with your AM (Account Manager) to navigate issues, clear roadblocks, and drive outcomes with the larger team. From provisioning to deployment to long-term fleet health, your TIM, AM, and Technical Support Engineers work in lockstep to keep your rollout moving and your devices running.
Whether you work with internal teams, 3PLs, ODMs, or something in between, your Ultimate Support team connects the dots across all the key players. They’ll help guide on rollouts, introduce change management practices, and spot issues before they become problems. It’s about more than reactive support — it’s about proactive ownership.
Our TIMs are deeply technical, but also deeply human. They show up on calls, ask the right questions, build relationships, and consider your success their own. They'll be your hardware experts guiding you through device validation, chase down bugs, and help solve critical issues, working with and through your AM the entire time.
What Success Looks Like: Customer POV
Every Ultimate Support customer is backed by a cross-functional pod — your TIM, your AM, and our 24/7 global support team. Together, they assist and guide the full lifecycle of your fleet: onboarding, rollout, maintenance, optimization. It’s not just one expert — it’s a system designed to prevent fire drills, not just respond to them.
Most customers don’t actually start out knowing they need Ultimate Support. In fact, many think the opposite — they think they have a straightforward rollout, which is always true… until it’s not. Others assume it’s an unnecessary premium tier until they hit a hiccup that’s hard to manage on their own.
But you don’t have to take our word for it. Here are a few real-world examples of how Ultimate Support changed the game.
From sticker shock to strategic renewal
A customer in the restaurant industry initially didn’t see the value of Ultimate Support. They assumed standard SLAs and basic support were enough, but when their deployment hit a wall, including validation issues, firmware inconsistencies, and a needy 3PL, things got complicated fast. A TIM jumped in and coordinated with the rest of the team to smooth the rollout. By the time renewal came around, they understood the value that comes with Ultimate Support and gladly paid the contract price.
Complex use cases meet small fleets
Another customer didn’t have a high device count — nowhere near enterprise scale, anyway. But their use case is anything but simple: They’re a mutli-regional clinical trial with highly specific device requirements, strict provisioning rules, and zero room for downtime.
The Ultimate Support team was the lynchpin of success. The team managed workflows, coordinated changes with multiple partners, and ensured device readiness on aggressive timelines. For this customer, Ultimate Support wasn’t overkill — it was mission-critical.
Creative users, custom solutions
A customer in the corrections space had a unique challenge: Users were bypassing kiosk mode by physically manipulating the device’s buttons to regain full access to Android.
Given the high-risk nature of the environment (and the fact that government officials were involved), we understood the gravity and impact of the situation and brought in the necessary teams to assist in a custom solution. The Ultimate Support team — including the AM, TIM, and Technical Support Engineers — jumped in to work directly with engineering to coordinate a fix, resulting in custom configurations that allowed specific hardware buttons to be disabled entirely. Problem solved, and access locked down.
Ultimate Support played a critical role in ensuring this customer maintained strict security posture during this time. The teams worked together to ensure this complex scenario didn’t become even more complicated.
What Esper Customers Have to Say
Support That’s Actually a Strategy
Not every customer is ready for Ultimate Support from day one — and that’s okay.
One fast-moving brand in the food tech space initially passed on it, and were initially successful with standard support. But once the complexities of their rollout surfaced — tight deadlines, hardware quirks, multiple stakeholders — they found themselves needing deeper engagement and support.
Their support team was already informally helping behind the scenes, simply because the project was too complex to leave hanging. That unofficial support laid the groundwork for a bigger conversation. By the next contract cycle, they were tackling projects with Ultimate working in lock-step.
That’s the thing about Ultimate Support: It’s not about how much hardware you’re rolling out. It’s about how much is riding on getting it right.
Whether you need help navigating third-party logistics, validating hardware configurations, or solving high-risk edge cases with custom solutions, Ultimate Support is an extra, ultra-invested team of experts who can help you turn device chaos into predictable execution. Ultimate Support is a strategy, not a safety net — and behind it is a team that takes your success personally and shows up like they work at your company.
You don’t just get faster SLAs, 24/7 support, or a friendlier face on the other end of the line. You get a dedicated team, proactive strategists, and partners who treat your success like their full-time job.
Because it is.
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