To raise a support ticket:
1. Log in to SIMPro and click on the chat widget on the bottom right of the page.
2. This will open up a chat with Wilo. Please ask Wilo your query. If it is a self-serve action she will be able to walk you through it.
3. If she is unable to find a solution she will create a ticket for one of our teams to look at in hours. The ticket will come across as an asynchronous chat meaning that the conversation will be saved allowing you to come back to it whenever you need.
Wilo is available 24/7 so will be able to help or create a ticket for one of our in hours teams to look at at any time.
If you experience any issues using SIMPro or Wilo, please contact us: support@wirelesslogic.com.
What should I include when raising a ticket?
When raising a ticket, Wilo will ask you to 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 (ICCID's), mobile numbers (MSISDN's) 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.