Responsible contact for Android Enterprise, Europe region
Pavel Novák
CTO
Certification: Android Enterprise Expert
Android™ Enterprise support
Technical support for customers who use our solutions on devices managed with Android Enterprise. This page covers the scope of support, contacts, response times and how to report an issue.
What the support covers
We provide support to customers whose devices we register for Android zero-touch enrollment, and for the solutions we supply with it: RugGear, i.safe MOBILE and ecom by Pepperl+Fuchs rugged phones and tablets, the apki MDM service and the TOUCHGUARD platform.
Scope of support
- Device enrollment: zero-touch enrollment, QR code, NFC, DPC identifier (afw#…).
- Management modes: fully managed devices, work profile on personally owned (BYOD) and company-owned devices (COPE), dedicated devices in kiosk mode.
- Managed Google Play: app approval and distribution, managed configurations.
- Policies and updates: device policies (security, restrictions, passwords) and system update management.
- Diagnostics: analysis of provisioning and management issues.
Guides to zero-touch enrollment for IT admins are available in the Android Enterprise Help Center.
Technical support contacts
Android Enterprise technical support
- Phone: +420 234 052 212
- Email: android-enterprise [at] apki.cz
- Support hours: Mon–Fri 8:00–17:00 (CET/CEST)
Registered office
TTC apki, s.r.o.
Třebohostická 987/5
100 00 Prague 10 – Strašnice
Czech Republic
Availability and response times
- Support hours: Monday to Friday, 8:00–17:00 Central European Time (CET/CEST), excluding Czech public holidays.
- Languages: Czech and English.
You can email an issue at any time. Issues received outside support hours are handled from the start of the next business day.
| Priority | Situation | First response | Status updates |
|---|---|---|---|
| P0 – major outage | Devices cannot be enrolled or managed and operations have stopped. | within 1 business hour | every 4 business hours |
| P1 – critical issue affecting multiple customers | The same serious issue affects several customers. | within 2 business hours | every business day |
| P2 – critical issue affecting one customer | A serious issue in one customer's operations. | within 1 business day | weekly |
| P3 – minor issue | Limited impact; a workaround is available. | within 2 business days | every 30 days |
| P4 – question or request | A configuration question, change request or consultation. | within 2 business days | best effort |
Times are counted within support hours from receipt of the issue. First response means a reply from a technician who has started working on the issue, not an automatic acknowledgement. You propose the priority; we confirm it when we receive the issue. Always report P0 and P1 issues by phone.
Contractual service levels (SLA) are governed by the customer's service agreement. Where the agreement sets different times, the agreement applies.
How to report an issue
- Call +420 234 052 212 or email android-enterprise [at] apki.cz. Always report P0 and P1 issues by phone.
- Give your company name, the contact person's name and phone number, the priority according to the table above and the details listed below.
- We confirm receipt and assign a ticket number. Please quote it in further communication.
- The technician confirms the priority, works on the issue and updates you at the intervals in the table. If details are missing, the technician will ask for them.
- Once the issue is resolved, we describe the cause and the solution. We close the issue after you confirm.
What to include
- device model (manufacturer and type),
- Android version and build number,
- IMEI or serial number,
- the EMM/MDM in use,
- enrollment method (zero-touch enrollment, QR code, NFC, DPC identifier) and management mode,
- description of the issue: what happened, what you expected and how to reproduce it,
- screenshots or a screen recording,
- date and time of occurrence and the number of affected devices.
Escalation
- Level 1 – technical support. Receives issues, checks the details and priority and resolves common problems.
- Level 2 – Android Enterprise specialist (Pavel Novák, Android Enterprise Expert certification). Handles complex provisioning, management mode and policy issues and oversees open issues. Takes over P0 and P1 issues as soon as they are received.
- Level 3 – Google or the device manufacturer. We escalate Android Enterprise and zero-touch enrollment platform issues to Google through Partner Support in the Android Enterprise Partner Program. We escalate device firmware issues to the manufacturer (RugGear, i.safe MOBILE, ecom by Pepperl+Fuchs).
We inform you about every escalation. If an issue is not handled within the times in the table, you can request escalation yourself from the responsible contact (see above).
Service management and security
TTC apki has a certified IT service management system according to ISO/IEC 20000-1 and an information security management system according to ISO/IEC 27001 (certification body: Bureau Veritas). We record and handle customer issues according to these systems. We use the device details you send us only to resolve the issue.
ISO/IEC 20000-1 certificate · ISO/IEC 27001 certificate
Zero-touch enrollment may be subject to reseller fees in certain countries.