In case you have any questions or issues, we encourage you to visit our Help Center, where you will find useful information.
If these articles do not solve your question, please submit a request to our Customer Support team by clicking on Submit a request
You will have to authenticate using your EMnify credentials. After that, you will be able to submit a request, CC people or attach files. Please provide as many details as you can, so that our Customer Support team can start working on your request as soon as possible.
Submitting a request
Choosing the severity of your issue (only for customers with Business or Enterprise Support)
Please select the right issue type when opening your ticket, so that the Customer Support Team can prioritize your task accordingly. In case you choose the wrong issue type, the Customer Support Team will correct it and put your ticket back in the queue.
For customers with a Standard support plan, any ticket is considered a General Issue:
|
Description |
General Issue |
Operational issue |
Critical Issue |
|---|---|---|---|
|
Connectivity related |
|||
|
A complete breakdown, total outage/interruption or critical degradation of the Service, causing the service to be unavailable. |
|
|
X |
|
Data service degradation affecting a minimum of 1000 connected devices |
|
|
X |
|
Data service degradation affecting a minimum of 25 connected devices and a maximum of 999 connected devices |
|
X |
|
|
Data service degradation affecting 24 or less connected devices |
X |
|
|
|
SMS total outage or interruption, affecting a minimum of 25 connected devices |
|
X |
|
|
SMS related issues affecting less than 25 SIM cards |
X |
|
|
|
Data or SMS issues related to third parties |
X |
|
|
|
USSD related topic |
X |
|
|
|
Visited network specific issues |
X |
|
|
|
|
|
|
|
|
VPN related |
|||
|
Total interruption or critical degradation of the VPN |
|
|
X |
|
VPN issues related to setup and configuration |
X |
|
|
|
Degradation of the VPN service, affecting a minimum of 25 devices |
|
X |
|
|
Degradation of the VPN service, affecting up to 24 devices |
X |
|
|
|
|
|
|
|
|
General |
|||
|
Portal not available |
|
|
X |
|
Request of PIN/PUK codes |
X |
|
|
|
Request of BIC2 codes or invalid BIC code related issues |
|
X |
|
|
MSISDN changes |
X |
|
|
|
Batch operation (Endpoint creation / suspension) |
X |
|
|
|
Billing and commercial related questions |
X |
|
|
|
General questions or issues regarding the UI |
X |
|
|
|
Configuration requests |
X |
|
|
|
Unavailability of certain Regional Internet Breakouts |
|
X |
|
|
|
|
|
|
|
API and integrations related |
|||
|
Datastreamer interruption |
|
X |
|
|
Datastreamer information delayed for more than 5 minutes |
|
X |
|
|
Datastreamer setup and configuration issues |
X |
|
|
|
API service unavailability |
|
|
X |
|
API related questions and errors |
X |
|
|
|
|
|
|
|
|
Third-party integrations |
X |
|
|
Note:
Depending on your Customer Support plan, our team will contact you as soon as possible. In case you are interested in our Premium Support offering, please visit our website for additional information or contact success@emnify.com.
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