What am I responsible for?
First line support is your responsibility. However, we’ve got you covered with Help articles for the majority of common end user support queries here, as well as a handy first line troubleshooting guide with step by step instructions that your support agents can follow to resolve the majority of your customers’ problems.
2nd line Support
So you’ve worked through the troubleshooting steps and you haven’t managed to resolve the problem? Don’t worry, you can raise a ticket with the eSIM Go Support team here.
To help us help you as quickly and efficiently as possible, these details make it much easier for us to look into your ticket and get quick answers from our suppliers:
- ICCID
- Location data - ideally the specific location within the country
- Details of any troubleshooting already completed
- Device type
- Screenshots from your customers device including eSIM settings and details of networks it’s connected to
- Details of the API call, the endpoint you’re using and the response with time stamps
These are not all going to be applicable for every ticket and we understand that you don’t always get everything on the list from your customers but the more detail you give us, the easier it is to investigate quickly.
How urgent is my ticket?
- Low: Minimal to no business impact. For when you have a query but don’t need an instant answer.
For example: General business admin, questions about coverage or general API queries.
- Normal: Minimal to moderate business impact. For individual end user issues to be addressed within a reasonable timeframe.
For example: eSIM install or activation issues, minor connectivity issues affecting a small number of users or issues with topping up your eSIM Go balance.
- High: Significant business impact. For when your query relates to something that causes problems with the day to day running of your business.
For example: Loss of connectivity affecting multiple users or destinations or a full system outage.
- Urgent: Total business outage. For when something serious has happened that means your business cannot operate.
For example: Total outage across the eSIM Go platform or a connectivity outage impacting all destinations or users.
What to expect from eSIM Go
- A personalised response within 24 hours confirming we have your ticket, we’re looking into it and next steps.
- Regular updates on where we are up to with investigating your ticket.
- Follow up communications once we believe your issue is resolved to confirm that you’ve tested the fix and that things are working as they should be.
You can find full details on our SLAs in the eSIM Go Technical Service Agreement here.