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World-Class Customer Support

KORE maintains a geographically distributed support organization with full-time employees dedicated to customer care and support in the United States, Canada, UK, Netherlands, Australia, Singapore, Brazil, and the Dominican Republic. Our staff provides world-class customer support, featuring:

  • Focus on total customer experience
    • Customer engagement and on-boarding
    • On-going customer success
  • Global Tier 1, 2 & 3 customer support
  • Full coverage for 24X7 operations
  • Subject matter experts to handle escalations
  • KORE Call Centers trained to handle Connectivity, OEM Manufacturers, and Location-Based Services
  • Consistently high customer satisfaction ratings

At KORE, we focus on customer engagement at all levels and actively solicit feedback from our customers through satisfaction surveys and Net Promoter Score questionnaires to continuously improve our customer support and service delivery.

KORE WIRELESS CUSTOMER SUPPORT SERVICE LEVEL TARGETS

With KORE Wireless Customer Support, you have access to our team for assistance with technical issues, questions, and requests on all of our products and services. To access our customer support team, simply create a ticket via the KORE Wireless Portal. A “Ticket Severity” is assigned for each incoming ticket. Two factors considered when determining ticket severity are: (1) customer impact and (2) problem type. The ticket severity designation helps define the response time, update frequency, and acts as a guide for further escalation, allowing KORE Wireless to resolve issues in a timely manner.

Ticket Severity Level Definitions

This table defines the KORE severity levels.

Severity Level

Description

Urgent

Service down or severely degraded due to platform that was previously working, network, web services, or connectivity. No workaround.

Examples:

  • All Devices and/or Connectivity Down
  • API/Web-Service Down
  • VPN/APN Down
  • Platform Down
  • Error Page or Server Error
  High 

Partial service down or mild degradation to platform, network, or web services. Connectivity working in a restricted manner. No workaround.

Examples:

  • Provisioning failures
  • SIM resets
  • Connection fault
  • Platform feature intermittently working

 

Normal

Minor loss of service or operational functionality, which may require a temporary workaround.

Examples:

  • Provisioning Requests (Activations/Deactivations)
  • Minimal performance degradation
  • Incorrect product behavior with minor impact

Low

No loss of service.

Examples:

  • How-to
  • questions
  • General requests for advice on service usage
  • Clarification on product documentation or release notes
  • Product enhancement request


Response & Escalation Times

Response times per ticket severity and Support Tier.

Severity Level                                             Initial Response Time                                              Escalation time Update Frequency*
Support Tier Diamond Premium Select Basic    

Urgent
(24X7X365)

15 Minutes 15 Minutes 15 Minutes 15 Minutes 2 Hours Every 2 Hours**
High 30 Minutes 45 Minutes 60 Minutes 90 Minutes 4 Hours Daily**
Normal 2 Hours 4 Hours 6 Hours 8 Hours N/A N/A
Low 8 Hours 8 Hours 8 Hours 8 Hours N/A N/A

 

*“Update frequency,” describes the times for on-going communication to report progress
**Until ticket is closed


As needed, the following escalations will occur based on ticket severity:

    Elapsed Time Severity-Urgent Severity-High
    Within 15 Minutes Ticket routed to Customer Support Tier II immediately. Customer Support Manager is engaged and driving ticket resolution. Director & VP notified. Ticket routed to Customer Support Tier I to triage and resolve. Customer Support Manager notified.
    2 Hours Customer Support Director engaged and driving ticket resolution. Ticket escalated to Customer Support Tier II. Customer Support Manager notified.
    4 Hours Customer Support VP engaged and driving ticket resolution. Customer Support Director engaged and driving ticket resolution. 

Change Management Notifications

Change Management is planned maintenance or emergency maintenance that KORE or a 3rd party partner of KORE is conducting that may impact services.

All Change Management notifications are scheduled at least 5 days in advance of the maintenance.

Global Customer Support Hours & Contact Information

   Region Support Hours* Preferred Method of Contact
    United States, Canada & South America Mon-Fri, 8am – 8pm EST
Sun & Sat, 9am – 5pm EST
Create ticket via platform portal
Call 1-877-710-5673
    Netherlands Mon – Fri, 8:30am – 5pm CEST Create ticket via platform portal
Call +31 (0) 88 746 4626
    APAC Mon – Fri, 8am – 5pm AEDT Create ticket via platform portal
Call +61 3 9908 2190
    United Kingdom Mon – Fri, 9am – 9pm CEST Create ticket via platform portal
Call +44 (0) 203 816 1247

 

*After hours, urgent tickets are handled 24x7x365 by on-call support unit.