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World-Class Customer Support

KORE maintains a geographically distributed support organization with full-time employees dedicated to customer support in the United States, Canada, United Kingdom, Netherlands, Australia, 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
  • 24X7 coverage
  • KORE Global Customer Support Agents trained to handle
    • KORE Connectivity
    • KORE sold IoT Hardware
    • Location Based Services
      • Position Logic
      • Critical Asset Management
  • Subject matter experts to handle escalations
  • 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 overall customer experience.

KORE WIRELESS CUSTOMER SUPPORT SERVICE LEVEL TARGETS

With KORE Global 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 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 our support agents 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
  High 

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

Examples:

  • Provisioning failures
  • 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

Inquiry, no loss of service.

Examples:

  • How-to questions
  • General requests for advice on service usage
  • 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 Premium Select Basic    

Urgent
(24X7X365)

15 Minutes 15 Minutes 15 Minutes 2 Hours Every 2 Hours**
High 60 Minutes 90 Minutes 120 Minutes 4 Hours Daily**
Normal 4 Hours 6 Hours 8 Hours N/A N/A
Low 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 unless it's emergency maintenance.

Global Customer Support Hours & Contact Information

   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) 203 816 1247