Our company made a purchase with Teltonika back in 2023 and, since then, we have been granted access to both the FOTA Web account and the Helpdesk account, which we have been using without issue. However, in January 2025, we received a note stating that we would lose our VIP status by the end of the month.
I immediately reached out to the Helpdesk team, and they confirmed that with the loss of our VIP status, our access to FOTA Web and Helpdesk would be revoked by the system, as we are no longer considered a VIP Partner. To regain access, we were told we would need to make a new purchase of at least 10,000 euros.
This is concerning as it does not align with the initial agreement we had when we became a partner. While we were informed that there was a possibility of losing our VIP status, we were also assured that our access would be maintained regardless of our status.
Further investigation has led me to discover that there are three levels of partnership: Premium, Standard, and Basic. Our company appears to be on the Basic level. Could you kindly clarify whether this level is tied to the VIP status, and confirm whether it is indeed true that we will lose access to FOTA Web and Helpdesk without making another purchase?
I appreciate your prompt attention to this matter, as it is urgent and critical for our operations. I look forward to your clarification.
Thank you for your assistance.