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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.

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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 web form. Replies via email are possible Tickets must be opened via web form. Replies via email are possible Web form, 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

Find out how you can benefit from Premium Support

Please fill in the form for a consultation