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.

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  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	-	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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