Pelion
Support Plans
Pelion support plans help your business get the helping hand it needs to succeed. With accessible access to our team of experts we ensure your best placed to succeed.
Fast response, rapid SLAs.
Downtime impacts revenues, at Pelion we offer industry leading SLAs and resiliency to ensure minimal disruption to your business should the worst happen.
Proactive support, constant collaboration
Honest, clear and concise feedback from proven experts that have overseen thousands of IoT deployments. We ensure you not only deploy smartly but do it aligned to your objectives for the maximum return with best in class advice.
Fixed cost support, to tax on growth
With Essentials included on all Pelion Plans, and the flexibility to choose from fixed priced tiers, we ensure you never pay more than you should for support, just because you grew your business. We’re here to champion growth not tax it.
Pelion
support plans
Get the most from your connectivity with our Pelion Support Plans. Our support help ensures you get the very best connectivity security, reliability and expertise from Pelion.
| Essentials | Professional | Enterprise | |
|---|---|---|---|
| Service Contact | |||
Contact Method | Email, Support Portal and Phone | Email, Support Portal and Phone | Email, Support Portal and Phone |
Service Times Europe North America | 8:00 AM-6:00 PM GMT 8:00 AM-6:00 PM Eastern Time | 8:00 AM-6:00 PM GMT 8:00 AM-6:00 PM Eastern Time | 8:00 AM-6:00 PM GMT 8:00 AM-6:00 PM Eastern Time |
Priority Incident Service Times | N/A | 24x7 for P1/P2 issues | 24x7 for P1/P2 issues |
Initial Response Times P1 P2 P3 | 1 business hour N/A N/A | 1 hour (24/7) 4 hours (24/7) 8 business hours | 30 minutes (24/7) 3 hours (24/7) 6 business hours |
| Additional Support Resources | |||
Pelion Knowledgebase Access | Yes | Yes | Yes |
| Technical Services | |||
Trace Requests | Not included | Yes - At customer request | Yes - At customer request |
Integration Support (Devices, API) | Not included | Not included | Yes |
eUICC Migration | Not included | Not included | Yes |
Ad Hoc Custom Reporting | Not included | Not included | Yes - At customer request |
| Additional Support Services | |||
Onboarding Support | Self Service | Email, Support Ticket | Email, Support Ticket and Phone |
| Service Management | |||
Planned Event/Change Support | At predefined windows | Planned in advance | As required |
Root Cause Analysis Reports | Not included | Yes - Upon customer request | Yes - Upon customer request |
Service Review Meetings | Not included | Not included | Yes - Quarterly |
Dedicated Escalation Contact | Not included | Not included | Yes |
| £50 per month included on all Pelion plans | £250 per month | £1000 per month up to 10,000 SIMs £1,500 for over 10,000 SIMs | |
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