Creating A Support Ticket
Moving forward all support inquiries will need to be done via our support ticketing system rather than Slack.
The reason for this is as we continue to keep up with the increased demand and volume, we will need a better way to keep track of all of the open inquiries and issues that you need us to solve.
If you need an issue escalated you can do so with your account manager but please have your exact ticket number handy so that we can trace the original request. Please see the steps below:
- To submit a ticket, simply go to this link and fill out the information required.
- This will then create a ticket in our system that is coded to your account so we will be able to see all of your needs in one organized place.
- In the field that says User ID, please enter your ID number. If you need help finding it then please ask your account manager.
- Once you submit a ticket you will receive an email with a ticket number and you will be updated with a status via email as well.
As we continue to create better processes, we are open to your feedback and suggestions! Please understand that this is for us to service you better.
Usage requests and status check-ins can still be done via Slack!
It is also important you manage expectations with your end customer. Moving forward there will be a 24 hour SLA on the following requests:
- Suspend Request
- Restore Request
- Cancel Request
- Swap ICCID Request
- Update IMEI Request
- Re Profile Request
- Data Issue
Please note we will no longer allow the reinstatement of a canceled/expired sim card. If you cancel or expire a line then that sim card cannot be turned back on again and you will need to issue a new sim card to your customer.