KORE Global Support Services

End-to-End Support for IoT Solutions – From Launch to Continuous Growth

Your Partner in IoT Success

Launching IoT projects is complex, requiring more than just an initial deployment – it demands a trusted partner who delivers sustained support throughout the entire lifecycle. KORE’s Global Technical Support Team goes beyond the basics, offering post-deployment solutions that adapt to emerging needs, scale with your operations, and drive ongoing value. Our commitment? To be more than a support system—to be a collaborative partner, every step of the way.

the kore benefit

Round-the-Clock Proactive Support

Resolve issues swiftly with our globally available 24/7 technical team, ensuring continuous uptime and seamless operations for your IoT solutions.

Dedicated Customer Success Team

Simplify onboarding and empower your team with expert guidance to maximize your IoT investment. Experience a seamless transition and continuous support designed to delight at every interaction.

Global Network Monitoring

Proactively detect, manage, and resolve network issues with a team dedicated to optimizing performance, ensuring reliability, and delivering peace of mind for your IoT operations.

Support Tiers

Self-Service Ticket Portal Access
24/7/365 outage support, providing peace of mind and rapid issue resolution
Change Management & Incident Notification
Proactive network monitoring at KORE operation centers with corrective measures
General Support Availability
Training sessions to effectively manage your connected devices and navigate our platforms with ease	Self Guided Onboarding
Designated Customer Success Manager (CSM) ensuring your objectives are met and exceeded
Priority access to KORE’s upgraded phone systems for advanced agent routing to ensure your call is routed
Support for ConnectivityPro Platform, including activation & deactivation of bulk SIMs submissions; rate plan changes, APN/profile updates and contracted rate plan changes
Operational Health Reviews to drive continuous improvement and stay ahead of challenges

Self-Service Ticket Portal Access
24/7/365 outage support, providing peace of mind and rapid issue resolution
Change Management & Incident Notification
Proactive network monitoring at KORE operation centers with corrective measures
General Support Availability	Customer’s Business Hours
Training sessions to effectively manage your connected devices and navigate our platforms with ease	Self Guided & Live Training
Designated Customer Success Manager (CSM) ensuring your objectives are met and exceeded
Priority access to KORE’s upgraded phone systems for advanced agent routing to ensure your call is routed
Support for ConnectivityPro Platform, including activation & deactivation of bulk SIMs submissions; rate plan changes, APN/profile updates and contracted rate plan changes
Operational Health Reviews to drive continuous improvement and stay ahead of challenges

Self-Service Ticket Portal Access
24/7/365 outage support, providing peace of mind and rapid issue resolution
Change Management & Incident Notification
Proactive network monitoring at KORE operation centers with corrective measures
General Support Availability	Customer’s Business Hours
Training sessions to effectively manage your connected devices and navigate our platforms with ease	Self Guided & Live Training
Designated Customer Success Manager (CSM) ensuring your objectives are met and exceeded
Priority access to KORE’s upgraded phone systems for advanced agent routing to ensure your call is routed
Support for ConnectivityPro Platform, including activation & deactivation of bulk SIMs submissions; rate plan changes, APN/profile updates and contracted rate plan changes
Operational Health Reviews to drive continuous improvement and stay ahead of challenges

Self-Service Ticket Portal Access
24/7/365 outage support, providing peace of mind and rapid issue resolution
Change Management & Incident Notification
Proactive network monitoring at KORE operation centers with corrective measures
General Support Availability	24/7
Training sessions to effectively manage your connected devices and navigate our platforms with ease	Self Guided & Live Training
Designated Customer Success Manager (CSM) ensuring your objectives are met and exceeded
Priority access to KORE’s upgraded phone systems for advanced agent routing to ensure your call is routed
Support for ConnectivityPro Platform, including activation & deactivation of bulk SIMs submissions; rate plan changes, APN/profile updates and contracted rate plan changes
Operational Health Reviews to drive continuous improvement and stay ahead of challenges

Response Times

Levels	DEfinition	Silver	Gold	Platinum
Critical - P1	Service down or severely degraded	3 Hours	1 Hour	15 Minutes
High - P2	Partial service down ore mild degradation	6 Hours	2 Hour	1 Hour
Moderate - P3	Minor loss of service or operational functionality	9 Hours	4 Hour	2 Hour
Low - P4	No loss of service, how-to questions	24 Hours	8 Hour	4 Hour

WORK IN ACTION

Asset Tracking for High-Value Heavy Machinery

An Australia-based company dedicated to the hiring and renting of high-value heavy machinery such as rollers, water trucks, tractor brooms, tractor grids, and other mobile site amenities across Australia for…

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Aviation Asset Tracking Requires Comprehensive Connectivity

In supporting its core aviation customers with resilient, global communications, Guardian Mobility Inc. wanted to broaden its network technologies offerings by adding cellular connectivity to its strong portfolio of satellite…

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CoMotion Makes the Great Outdoors More Accessible with KORE.

CoMotion, a leader in innovative transportation solutions, has introduced Europe’s first inclusive shared mobility Hub, powered by KORE eSIM. This case study highlights CoMotion’s journey to revolutionising AMaaS (Accessible Mobility-as-a-…

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Comprehensive Electronic Logging Device (ELD) Solutions for Fleet | Case Study

Background In December 2017, the Federal Motor Carrier Safety Administration’s (FMCSA) “ELD mandate” went into effect requiring the use of Electronic Logging Devices (ELD) for commercial drivers who must prepare…

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