Eseye offers a single global support desk that provides operational support to our customer’s and their internal teams.

Our highly experienced team work closely with our customers to ensure a swift resolution to any issues.  All support calls are logged and fully reported on our system whether they are received by phone, email, or through our customer portal, SIAM.

Eseye’s standard offerings and service level agreements (SLAs) are outlined below, with bespoke service options available upon request.

Basic

Business 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

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 support during business hours

Telephone support during bus. hours

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

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 business hours

Telephone support during bus. hours

Public Holiday Support

OOH Emergency Telephone Support​

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

Business 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​

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

Business 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​

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

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