Customer Support

Tandem Mobility's support system operates 24/7, providing users with immediate assistance via live chat. Additional support options include in-app ticketing, email, and phone. This multi-channel approach ensures that users can easily reach out for help at any time, guaranteeing prompt resolutions to their concerns.

Service Desk:

• Live Chat: Available 24/7 for instant, real-time assistance.

• In-App Ticketing: Users can submit complaints and requests directly through the app by navigating to the rider system -> customer support.

• Email: Support is accessible at [e-mail].

• Phone: A dedicated voicemail service is available at [phone], with contact details prominently displayed on bike containers/sheds/boxes.

Service Level Agreements

• Email Response Time: First response within 30 minutes.

• In-App Ticketing and Chat Response: Immediate response with an average handling time of 3 minutes and 15 seconds.

• Live Agent Availability: 24/7 across all communication platforms.

• Payment Issues: The team typically responds within 5 minutes and resolves billing issues within an hour. The resolution could involve a refund, credit, or explanation of the charges, depending on the situation.

• Hardware and Software Issues: The service desk prioritizes requests to ensure timely and effective resolutions. We immediately provide support through live chat, with follow-up support via in-app ticketing, email, or phone based on the issue's complexity. Our average ticket handling time is approximately 3 minutes and 15 seconds.

Any Customer Support tickets that are generated through the mobile application will be visible via the Movatic Admin dashboard, shown below. Customer Support: Open and Closed Ticket Screens

Example of Custmer Support Ticket

Example of Custmer Support Ticket

In the event of a malfunction or damage to any of the secure bicycle parking facilities, including containers, sheds, or boxes, Tandem Mobility is dedicated to providing a swift and effective emergency response to ensure minimal disruption to our users. Our service team is equipped to address urgent issues promptly, with a focus on maintaining the operational integrity of the facilities and ensuring they remain accessible to the community.

Upon discovering a malfunction, our first step is to initiate our rapid response protocol. The service team assesses the situation and identifies the nature of the issue, whether it relates to structural integrity, the RFID access system, lighting, or any other critical component. Understanding the urgency of maintaining a safe and functional environment, we commit to responding to reported problems within a designated timeframe. If repairs are necessary, our team is trained to implement emergency repairs efficiently, utilizing a stocked inventory of spare parts to facilitate quick fixes. We aim to restore any damaged or malfunctioning bike parking facilities to full operational status within 24 hours of discovery.

Additionally, if the situation involves any theft or security breach, we prioritize communication with the Contract Administrator (CA), ensuring they are informed within three hours of the incident. This allows for immediate investigation and action to enhance the security of the bike parking facilities.