Service Desk and Service Delivery When You Need It

Turn to our experienced teams for expert Technical Support and Service Delivery 

Service Desk Options

Basic*

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

What's included

  • Email cover during business hours

Priority 1 (Critical Incident)

  • First response 8 business hours
  • Next response 8 business hours

Priority 2 (Major Incident)

  • N/A
  • N/A

Priority 3 (Minor Incident)

  • N/A
  • N/A

Priority 4

  • N/A
  • N/A

Standard

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

What's included

  • Email cover during bus. 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
  • Weekly

Priority 4

  • First response 8 business hours
  • Weekly

Enhanced

Business 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 bus. 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
  • Weekly

Premium

Business Hours: Monday to Friday
24hrs**

What's included

  • Email support during bus. 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
  • Weekly

*Basic Service Level option is provided to all customers at no charge, although we recommend reviewing carefully our service plans to meet your needs.

**24 hrs starts Monday 06:00 IST through to Friday 22:00 CET

Working with Eseye’s support engineers we have been able to optimise our data protocols within our application, reducing our costs by 25% while delivering a superior solution and customer experience.
Udo Goldbach
Operations Manager Europe, Philips Healthcare

Learn more about our Intelligent IoT Connectivity

Accelerated IoT Device Prototyping

Accelerate your IoT device design and reduce time to market. Learn more about our rapid IoT device prototyping solution - the HERA 300

IoT Connectivity Hardware

Our HERA 600 routers with our intelligent connectivity are trusted by global brands to connect IoT devices in over 190 countries.

Intelligent Global Connectivity

Our Intelligent network switching platform dynamically changes the network profile to achieve near 100% global connectivity

Seamless Cloud Integration

The world's first direct connection to AWS - learn more about our unique integration that can seamlessly provision device data to AWS IoT.