How do I raise a support ticket?

To raise a support ticket:

  1. Log in to SIMPro and click Help on the Navigation bar.
  2. Click on Support tickets in the dropdown menu:

    Picture18.png
  3. Click on the green Create button to create a new ticket. You can also view your history of previously raised tickets on the Support Tickets page.
  4. When you click Create, a search bar will appear. You can search for the relevant issue for your ticket:

    Picture160.png
  5. If you do not find the answer to your question, click on Contact Us:

    Picture161.png
  6. You can then select the relevant issue from the provided menu.
  7. Complete the ticket form, answering all questions as prompted. You can also add optional attachments or a note to the message explaining the issue in more detail.
  8. Click Send to submit the ticket:

    Picture20.png

If you experience any issues using SIMPro, please contact us: support@wirelesslogic.com.

What should I include when raising a ticket?

When raising a ticket, please include as much detail as possible. The more information provided about the incident, the faster it can be resolved.

When reporting an incident, you must supply the following as a minimum:

  • Example SIM numbers (ICCIDs), mobile numbers (MSISDNs) and IP addresses involved
  • Full description of the incident experienced, including service affected, business impact and priority
  • Postcode location and/or full address, including country
  • Example dates and time
  • Quantity of devices/SIMs impacted by the incident
  • APN impacted by the incident
  • Technical device details
  • Historical information of the incident (if applicable).

Please ensure that basic checks have been undertaken and perform an initial diagnosis to understand the symptoms.

Was this article helpful?
0 out of 0 found this helpful

Articles in this section