Mako Customers,

Mako Networks would like to make you aware of recent changes to our installation support process intended to reduce hold times and to minimize the need for calling support.

What Has Changed?

• We added a requirement for installers (not end users) to provide a support ticket number in order to consult with a support agent in real-time.
• Where? Installers can create a support ticket at makodeployment.com.
• When? We request that you create a support ticket 48 hours before your installation, so that it is ready to go before you need it, but this is not a requirement.
• Why? If you do need to call support, having a support ticket will minimize your call length.
• What happens if I call without a support ticket? Installers have the following options:
• Walk through creating a ticket on the phone call. This will increase overall delays.
• Hang up, go to the web site, and get a support ticket. You will join the queue and receive a call back from support as soon as the next support agent is available.
• If you don't wait for a call back but call support back on your own, you will be at the back of the queue. This will increase overall delays.

• We are promoting the use of makodeployment.com, our self-service web site for installers that can help them address issues on their own using installation guides and troubleshooting information. If you still need to call support, having reviewed this site first should minimize your call length.
• What are some things to consider before calling support?
• Verify the Mako IDs of the appliances you are installing are the correct ones for your installation site.
• Verify that the issues you are having are Mako-related. Mako appliances are preconfigured and should not require much more than being connected to power, Internet, and the local network. You may need to call for a new SNAT value. Because Mako configurations across specific brands are so similar, it is likely that issues you encounter with POS equipment or other non-Mako devices should be addressed by those vendors.

• We updated our provisioning process to minimize the need for firmware updates during installation.

• We clarified the messaging you hear while waiting on hold.

What Has Not Changed?

Mako Support for existing end users experiencing issues unrelated to installation or upgrade has not changed. Customers may contact support 24x7 via phone, email, or support ticket and expect a timely response.

What Other Changes Are Coming?

• We are updating our online and offline order forms to gather more of the information necessary for an installation at the time the order is placed.
• We are updating makodeployment.com to streamline access to the support ticket form and installation guides.
• A new chat feature is coming soon.
• We are updating our installation guides to include details for setting up back office computers.
• We are working on SNAT provisioning changes to allow for full preconfiguration of Mako appliances.
• We are hiring more support agents in addition to those we already hired in anticipation of this surge in installations.

We will continue to evaluate our installation process and make additional changes, if needed. We are 100% committed to eliminating these delays as soon as possible. Thank you for your patience.

- The Mako Support Team