Eseye Service Desk

IoT Service Level Agreements

Service Delivery When You Need It

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Providing operational IoT support

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 Infinity IoT Platform.

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

Eseye Service Desk
and Support Options

Basic

Support During Business Hours: Monday to Friday 09:00-17:00 CET

  • Email support during business hours
  • Priority 1 (Critical Incident) First Response within 8 business hours
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Standard

Support During Business Hours: Monday to Friday options: 08:00-18:00 CET, IST or EST

  • Email support during business hours
  • Telephone support during business hours
  • Priority 1 (Critical Incident) First Response within 2 business hours
  • Priority 2 (Major Incident) First Response within 2 business hours
  • Priority 3 (Minor Incident) First Response within 4 business hours
  • Priority 4 First Response within 8 business hours
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Most Popular

Enhanced

Support During Business Hours: Monday to Friday options: 08:00-22:00 CET, IST or EST

  • Email support during business hours
  • Telephone support during business hours
  • Public Holiday Support
  • OOH Emergency Telephone Support
  • Quarterly Review Meetings
  • Technical Account Owner
  • Service Achievement Report
  • Priority 1 (Critical Incident) First Response within 1 hour
  • Priority 2 (Major Incident) First Response within 2 business hours
  • Priority 3 (Minor Incident) First Response within 4 business hours
  • Priority 4 First Response within 8 business hours
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Premium

24hr Support, Monday to Friday

  • Email support during business hours
  • Telephone support during business hours
  • Public Holiday Support
  • OOH Emergency Telephone Support
  • Quarterly Review Meetings
  • Technical Account Owner
  • Service Achievement Report
  • Priority 1 (Critical Incident) First Response within 1 hour
  • Priority 2 (Major Incident) First Response within 2 business hours
  • Priority 3 (Minor Incident) First Response within 4 business hours
  • Priority 4 First Response within 8 business hours
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What our customers say

4.6
94% Recommended

The partnership with Eseye has become very strategic to our ongoing development. The relationship provides high levels of service delivery, as well as a support structure that will provide peace of mind to all our commissioners and users alike

Everon - high levels of service delivery

Peter Kerly, UK Managing Director

The validation process was very thorough, which really impressed us. The guys ran through an exhaustive list of technical checks. This highlighted some issues we were able to put right before deployment and gave us a lot of comfort and security going forward. No other supplier has given us the same degree of technical support as Eseye

Yoco - degree of technical support

Michael Madsen, Senior Technology Lead

Our decision to work with Eseye stems from the fact that we believe they are the only M2M specialist with such deep device and connectivity expertise. Their ability to manage the end-to-end connected solution for our fixed point EV charge stations was the main driver for our decision to choose Eseye as our partner. In addition, their 24/7 support for our infrastructure was key

Charge Your Car - end-to-end connected solution

Alexandra Prescott, Operations Director

Eseye Support Options

Eseye Service Desk
and Support Options

Technical support is part of our service desk packages. So, if something goes wrong, it won’t be for long. Download our brochure to learn more and compare packages.

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