KORE boasts a globally distributed support network, with dedicated full-time experts in the United States, Canada, the U.K., Netherlands, Malta, Australia, Brazil, and the Dominican Republic. What sets us apart? Our committed staff delivering unparalleled customer support through:
We prioritize customer engagement, actively seeking feedback through surveys and Net Promoter Score questionnaires to refine and enhance our support and overall experience. At KORE, your success is our priority.
Each ticket is assigned a severity level, determined by customer impact and problem type. This designation guides our response time, update frequency, and potential escalation for a swift resolution. Response times per ticket severity and Support Tier are as follows:
| Severity Level | Definition of Severity Levels & Response Times |
Self-Service | Silver | Gold | Platinum |
| Critical - P1 | Service down or severely degraded | N/A | 3 Hours | 1 Hour | 15 Minutes |
| High - P2 | Partial service down or mild degradation | N/A | 6 Hours | 2 Hours | 1 Hour |
| Moderate - P3 | Minor loss of service or operational functionality | N/A | 9 Hours | 4 Hours | 2 Hours |
| Low - P4 | No loss of service, how to questions. | N/A | 24 Hours | 8 Hours | 4 Hours |
Our team understands that Urgent Severity (P1) cases are of utmost importance to your business. These cases are treated with the highest priority and urgency to ensure swift resolution and minimize any impact on your operations. Below is an overview of how we handle critical cases:
| Event | Elapsed Time | Action |
| P1 Case Reported | Platinum - Up to 15 Minutes Gold - Up to 1 Hour Silver - Up to 3 Hours |
Case routed to Global Technical Support (GTS) agent. GTS Supervisor is engaged and driving case resolution. GTS Manager is notified. |
| 1st Escalation | Platinum - 2 hours Gold - 3 hours Silver - 5 hours |
GTS Manager is engaged and driving case resolution. GTS Director is notified. |
| 2nd Escalation | Platinum - 4 hours Gold - 5 hours Silver - 7 hours |
GTS Director is engaged and driving case resolution. GTS VP is notified. |
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 unless it's emergency maintenance.
| Region | Support Hours* | Preferred Method of Contact |
| United States, Canada | 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 |
| Australia | 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) 189 532 0831 |
Choose the plan that suits your needs and ensures a hassle-free IoT experience.
| Benefits | Self-Service | Silver | Gold | Platinum |
| Self-Service Ticket Portal Access | ||||
| 24/7/365 Outage Support Enjoy round-the-clock access, providing peace of mind and rapid issue resolution. |
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| Change Management & Incident Notification | ||||
| Network Operation Centers Proactive monitoring and incident management. | ||||
| General Support Availability | Business Hours | Business Hours | 24/7 | |
| Training Sessions Training sessions to effectively manage your connected devices and navigate our platforms with ease. |
Only during Onboarding | Only during Onboarding | During Onboarding & On Demand | During Onboarding & On Demand |
| Designated Customer Success Manager (CSM) Your success partner, ensuring your objectives are met and exceeded. |
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| White Glove Support Experience a personalized touch with top-tier, concierge-style assistance for your unique needs. |
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| Dedicated Support Phone Line Priority access to a dedicated phone line, so you're never left waiting (account based in USA and Canada only). |
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| Operational Health Reviews Strategic insights to drive continuous improvement and stay ahead of challenges. |
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| Designated IoT Solution Architect Supporting IoT deployment success across the organization through connectivity, solutions and analytics through a tried and tested 7x7 framework. |
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| Discount on Additional Purchases from KORE Product/Services Catalog Based upon conversations with your account manager and KORE approval. |
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| Support for ConnectivityProTM Platform Managed service including activation & deactivation of bulk SIMs submissions; rate plan changes and APN / profile updates. |
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| 6 months free of “SecurityProTM” our network monitoring tool Organizations now have the diagnostic and troubleshooting tools needed to monitor and secure the network traffic of their connections on a device level. |
Partner with KORE for your support needs and experience unparalleled reliability, security, and efficiency in your IoT journey. Contact us today to discuss how we can elevate your IoT operations to new heights!