Premium Support

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.

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:

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.

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.

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	Mon-Fri 9:00 to 23:00 CET/CEST	24x7x365	24x7x365
Method of contact	Ticket System	Ticket System	Ticket System, Email, 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	Not included	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	Best Effort	Critical incidents: 3 hours Operational incidents: 6 hours General inquiries: 9 hours	Critical incidents: 1 hour Operational incidents: 3 hours General inquiries: 6 hours
Target time to restore service	Best Effort	Critical incidents: 12 hours Operational incidents: 10 days	Critical incidents: 4 hours Operational incidents: 4 days
SLA	Device Internet / VPN (IPSec or Transit Gateway): 99.9% SMS: 99.5% API: 99.5% Portal (GUI): 99.5%	Device Internet / VPN (IPSec or Transit Gateway): 99.9% SMS: 99.5% API: 99.5% Portal (GUI): 99.5%	Device Internet / VPN (IPSec or Transit Gateway): 99.9% SMS: 99.5% API: 99.5% Portal (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 SLAs
No exclusions. No surprises. ennify SLAs includes maintenance time — because real uptime means all the time.
Faster support when you need it the most
High-priority handling ensures quicker issue resolution.
Senior engineers monitor Enterprise support tickets(Enterprise only).

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

Find out how you can benefit from Premium Support

Discover why businesses around the globe trust emnify