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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.

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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.

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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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Flexible, transparent, and designed to fit every need.

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