Support Options

Overview

EMnify provides a variety of support services designed to ensure that your devices operate reliably in our network. Standard support is included for any customer, and Business and Enterprise Support can be purchased together with your EMnify subscription.

Business and Enterprise Support are the highest levels of support available from EMnify,  designed to reduce operational costs by detecting issues before they disturb your business and by resolving issues faster.

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Service description

EMnify Business and Enterprise Support options provide reliable 24x7x365 support, committed to engage with your internal teams to identify risks before they turn into issues, so that your business is always secured. Designed for enterprises that run mission critical workloads, you will get assistance online or over the phone together with unlimited access to our Help Center. EMnify Business and Enterprise Support options are focused on three key areas:

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Resolve issues quickly

The team will resolve support issues faster with priority case handling. We will work with you and other vendors when the root cause of the issue is not obvious, until the problem is completely resolved.

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Advice on best practices for using EMnify

We will engage with your team for a review of your solution. This includes hardware consultation or connectivity tests in new deployment countries.

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Proactive monitoring

We monitor 24x7x365 the performance and operational health of your account, reporting immediately any anomaly detected by our Support engineers

Support types comparison

Feature

Standard

Business

Enterprise

Operating hours 

MO-FR 09:00-18:00 CET

24x7x365         

24x7x365 

Method of contact  

Tickets must be opened via webform. Replies via email are possible

Tickets must be opened via webform. Replies via email are possible

Webform, email, and phone

Help Center & Knowledge Base 

Yes

Yes

Yes

Pre-scheduled event support 

Not included

Yes

Yes

Dedicated Support Agent  

Not included 

Not included 

Yes (EU-CET, US-EST or US-PST business hours) 

Trace requests  

1 simultaneous trace  
Max 1 request/day  
Max duration 24hours/trace  

3 simultaneous trace  
Max 1 request/day  
Max duration 24hours/trace  

Guaranteed response times:  

  • Critical incident  
  • Operational incident  
  • General issue / question  

7 business days

  • 3 hours, 24x7x365
  • 6 business hours
  • 9 business hours 
  • 1 hour, 24x7x365 
  • 3 hours, 24x7x365
  • 6 business hours  

Target time to restore service:  

  • Critical incident  
  • Operational incident  

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  • 12 hours  
  • 10 business days  
  • 4 hours  
  • 4 business days  

SLO  

Mobile Core: 98.5%  
Internet Breakout/VPN: 98.5%  
API/GUI: 98.5%  

Mobile Core: 99.5%  
Internet Breakout/VPN: 99.5%  
API/GUI: 99.5%  

Mobile Core: 99.95%  
Internet Breakout/VPN: 99.9%  
API/GUI: 99.5% 

Root cause analysis  

 Yes (Critical incidents) 

 Yes (Critical incidents) 

Yes (Critical and operational incidents)

Length of service 

Monthly (automatic renewal) 

Monthly (automatic renewal) 

Minimum 12 months

Cost

Free

Contact your Customer Success Manager or fill in the form below to request pricing

Contact your Customer Success Manager or fill in the form below to request pricing

Key benefits of Business or Enterprise Support

  • Premium SLO
  • Dedicated Senior Support Engineers that will monitor any ticket opened by your team (Enterprise support only)
  • Guaranteed response times: Reduced downtimes with faster issue resolution.
  • Regular health checks
  • Ongoing collaboration between your team and EMnify’s team

Eligibility requirement

  • The customer must have at least a Level 1 Support team that have completed a successful onboarding
  • Usage pattern must be validated by EMnify
  • The customer must provide a 24/7 emergency contact
  • Users allowed to open tickets must have an account in the EMnify portal

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