KORE boasts a globally distributed support network, with dedicated full-time experts in the United States, Canada, the UK, 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.
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 | Customer's Business Hours | Customer's Business Hours | 24/7 | |
| Training Sessions Training sessions to effectively manage your connected devices and navigate our platforms with ease. |
Self-Guided Onboarding | Self-Guided & Live Training | Self-Guided & Live Training | Self-Guided & Live Training |
| Designated Customer Success Manager (CSM) Your success partner, ensuring your objectives are met and exceeded. |
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| Dedicated Support Phone Line Priority access to KORE's upgraded phone system for advanced agent routing to ensure your call is routed. |
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| Support for ConnectivityProTM Platform Managed service including activation & deactivation of bulk SIMs submissions; rate plan changes and APN/profile updates and contracted rate plan changes. |
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| Operational Health Reviews Strategic insights to drive continuous improvement and stay ahead of challenges. |
| Designated Customer Success Manager | Escalating systemic issues and stewardship (Included with Platinum Package) |
- Escalate systemic issues and ensure stewardship for the resolution including network, platform health and operational vigor
- Full review of invoice, usage reports and issue management
- Advanced portal training customized to customer goals that includes:
- Portal Navigation with no cap on training sessions including in depth billing to ensure understanding of invoicing and the usage reports
- SIM provisioning at the individual and bulk level for activation, suspension, deactivation, feature and plan changes
- SIM management utilizing custom field tagging for unique identification and usage rules and alerts to monitor connections on daily and monthly level
- Robust ticketing system on issues, tracking issues through resolution and knowledge guides to best support your account
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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 |
Silver | Gold | Platinum |
| Critical - P1 | Service down or severely degraded | 3 Hours | 1 Hour | 15 Minutes |
| High - P2 | Partial service down or mild degradation | 6 Hours | 2 Hours | 1 Hour |
| Moderate - P3 | Minor loss of service or operational functionality | 9 Hours | 4 Hours | 2 Hours |
| Low - P4 | No loss of service, how to questions. | 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. |
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!