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 |
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 |
3 simultaneous trace |
Guaranteed response times:
|
7 business days |
|
|
Target time to restore service:
|
- |
|
|
SLO |
Mobile Core: 98.5% |
Mobile Core: 99.5% |
Mobile Core: 99.95% |
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