Service level targets

This article includes:

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 onboarding
  • Ongoing customer success
  • Global Tier 1, 2 & 3 customer support
  • Full coverage for 24x7 operations
  • Subject matter experts (SME) 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.

 

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,
create a ticket.

Two consideration factors determine the severity level of each ticket:

  1. Customer impact
  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 promptly.

Ticket severity level definitions

Level Description
Urgent Service down or severely degraded due to platform, network, web services, or connectivity and no workaround is available.
Examples:
All SIMs and/or connectivity down
API or web service down
VPN/APN down
Platform down
Error page or server error
High Partial service down or mild degradation to the platform, network, or web services.
Connectivity is 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 requests

 

Response and escalation times

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

* Describes the times for ongoing communication to report progress.
** Until the 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 of a 3rd party partner of KORE is conducting that may impact services.

All change management notifications are scheduled at least five days in advance of any maintenance.

 

 

 

 

 

 

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