Customer Care Model

Decide how Tier 1 support works and how issues escalate to Reach and the carrier. Mobile support needs a defined operating model before launch. Customers expect fast answers.

Mobile support is different from broadband support. Customers expect immediate help with activation issues, porting delays, device compatibility, billing questions, and network performance. You need to decide before launch exactly how those calls get handled.

Support tiers

Tier	What it covers	Who handles it / what you need
Tier 1 — Frontline	Account questions, billing inquiries, basic plan changes, SIM replacement requests, and general troubleshooting	Your existing care team after training. Reach provides a Tier 1 training module. Option: Reach can handle Tier 1 white-label on your behalf.
Tier 2 — Technical escalation	Porting failures, activation errors, SIM provisioning issues, network connectivity problems, and device compatibility	Reach's technical support team. Your Tier 1 reps escalate through a defined path. Response should be SLA-governed. Establish the escalation contact before launch day.
Tier 3 — Carrier-level	Network outages, carrier-side provisioning failures, and regulatory matters	Reach works with the carrier. Your role is to communicate proactively to affected subscribers. Reach provides status updates throughout.

A clear Tier 1 script and escalation path prevents most early care failures.

First-30-day reality

Call volume is usually higher right after launch. Plan for that spike.

What to align on

Before launch, decide:

• Will you handle Tier 1 in-house or contract it to Reach
• Do you have a staffing plan for the first 30 days post-launch when call volume spikes

Questions or clarification? Email us at [e-mail].