Basic

Opening Hours

Monday to Friday
09:00-17:00 CET.

What's Included

Email support during business hours

Priority 1
(Critical Incident)

First Response:
8 Business Hours
Next Response:
8 Business Hours

Priority 2
(Major Incident)

N/A

Priority 3
(Minor Incident)

N/A

Priority 4

N/A

Standard

Opening Hours

Monday to Friday options
08:00-18:00 CET
08.00-18:00 IST
08:00-18:00 EST

What's Included

Email support during business hours

Telephone support during bus. hours

Device Onboarding

Priority 1
(Critical Incident)

First Response:
2 Business Hours
Next Response:
4 Business Hours

Priority 2
(Major Incident)

First Response:
2 Business Hours
Next Response:
8 Business Hours

Priority 3
(Minor Incident)

First Response:
4 Business Hours
Next Response:
Weekly

Priority 4

First Response:
8 Business Hours
Next Response:
Weekly

Enhanced

Opening Hours

Monday to Friday options
08:00-22:00 CET
08.00-22:00 IST
08:00-22:00 EST

What's Included

Email support during business hours

Telephone support during bus. hours

Public Holiday Support

OOH Emergency Telephone Support​

Device Onboarding

Quarterly Review Meetings

Technical Account Owner

Service Achievement Report

Priority 1
(Critical Incident)

First Response:
1 Hour
Next Response:
2 Business Hours

Priority 2
(Major Incident)

First Response:
2 Business Hours
Next Response:
4 Business Hours

Priority 3
(Minor Incident)

First Response:
4 Business Hours
Next Response:
24 Business Hours

Priority 4

First Response:
8 Business Hours
Next Response:
Weekly

Premium

Opening Hours

Monday to Friday
24hrs**

What's Included

Email support during business hours

Telephone support during bus. hours

Public Holiday Support

OOH Emergency Telephone Support​

Device Onboarding

Quarterly Review Meetings

Technical Account Owner

Service Achievement Report

Invitation to Eseye User Group

Priority 1
(Critical Incident)

First Response:
1 Hour
Next Response:
1 Business Hour

Priority 2
(Major Incident)

First Response:
2 Business Hours
Next Response:
2 Business Hours

Priority 3
(Minor Incident)

First Response:
4 Business Hours
Next Response:
16 Business Hours

Priority 4

First Response:
8 Business Hours
Next Response:
Weekly

Service Desk Options

Basic

Standard

Enhanced

Premium

Opening Hours

Monday to Friday
09:00-17:00 CET.
Monday to Friday options
08:00-18:00 CET
08.00-18:00 IST
08:00-18:00 EST
Monday to Friday options
08:00-22:00 CET
08.00-22:00 IST
08:00-22:00 EST
Monday to Friday
24hrs**

What's Included

Email support during business hours

Telephone support during bus. hours

Public Holiday Support

OOH Emergency Telephone Support​

Device Onboarding

Quarterly Review Meetings

Technical Account Owner

Service Achievement Report

Invitation to Eseye User Group

Priority 1
(Critical Incident)

First Response:
8 Business Hours
Next Response:
8 Business Hours
First Response:
2 Business Hours
Next Response:
4 Business Hours
First Response:
1 Hour
Next Response:
2 Business Hours
First Response:
1 Hour
Next Response:
1 Business Hour

Priority 2
(Major Incident)

N/A
First Response:
2 Business Hours
Next Response:
8 Business Hours
First Response:
2 Business Hours
Next Response:
4 Business Hours
First Response:
2 Business Hours
Next Response:
2 Business Hours

Priority 3
(Minor Incident)

N/A
First Response:
4 Business Hours
Next Response:
Weekly
First Response:
4 Business Hours
Next Response:
24 Business Hours
First Response:
4 Business Hours
Next Response:
16 Business Hours

Priority 4

N/A
First Response:
8 Business Hours
Next Response:
Weekly
First Response:
8 Business Hours
Next Response:
Weekly
First Response:
8 Business Hours
Next Response:
Weekly