How Do I Contact Soracom Support?

Pricing Questions and Pre-sales Consultations

If you have questions concerning service pricing or implementation, or if you would like to request a pre-sales technical consultation, please use the Contact Us page.

Technical Support, Account, and Billing Inquiries

For technical issues, account inquiries, or billing questions, you must submit a support ticket through the Soracom User Console.

Creating a Support Ticket

To submit a ticket, follow these steps:

1. Log in to the User Console.
2. Click the Support menu at the top right, and select Contact us. This will redirect you to the Soracom Support portal.
3. Click the Submit a request link located on the top right of the support portal.
4. Fill in the request form with all relevant details and click Submit.

Using the AI Support Bot

For technical questions, you can get immediate assistance from the AI Support Bot. There are two ways to use it:

• During Ticket Creation: When you select the ticket category I have a question about technical specifications or usage, the AI Support Bot will automatically generate a response based on Soracom documentation and the information you enter in the Subject and Description fields.
• Directly in the User Console: Click the Support menu and select Soracom Support Bot. After acknowledging the user agreement, enter your question to start the conversation.

If the AI-generated response does not resolve your issue, you can escalate to support staff by replying to the ticket with the message: "I would like a response from your support staff."

Best Practices for Submitting a Ticket

To help resolve your issue efficiently, please adhere to the following guidelines.

Check for Known Issues First

Before submitting a ticket, especially for communication outages, check the Soracom Status Dashboard to see if there are any known service outages.

Provide Detailed Information

The more information you provide, the better the support team can assist you. Be sure to include:

• Symptoms: A clear description of the problem.
• Timestamps: The time or period when the problem occurred, including the timezone.
• Frequency: How often the issue occurs (e.g., once, intermittently, constantly).
• Business Impact: How the issue is affecting your production environment or operations.
• Resource IDs: Relevant IDs such as your IoT SIM IMSI/ICCID, Group ID, or VPG ID.
• For UI Bugs: Steps to reproduce the issue, screenshots of the error, and the browser version.

Keep Inquiries in a Single Ticket

If you have multiple related issues, please open a single support ticket for all of them. If you need to add more information after submitting, simply reply to the existing ticket rather than creating a new one.

Managing Your Tickets

Soracom support utilizes a ticketing system where all inquiries and related correspondence are stored centrally.

Checking Ticket Status

Once submitted, you can check the status of your ticket in the support portal:

• Open: The ticket has been created or support is actively working on it.
• Pending: Support has responded and is waiting for your reply. Note: If a ticket remains in Pending status for a certain period without a reply, it will automatically be set to Solved.
• Solved: The issue is resolved, or no response was received from you.

Replying to Tickets

You will receive email notifications when support engineers respond to your ticket. You can reply in two ways:

1. Via the Support Portal (Recommended): Reply directly on the support portal page to ensure all communication is tracked correctly.
2. Via Email: You can reply directly to the notification emails, subject to the following rules:
   • Registered Address Only: You must reply from an email address registered to your Soracom account (either your Primary or a Support Email Address).
   • Use "Reply All": Always use Reply All to ensure your response is logged in the ticketing system.
   • Additional Recipients: To receive replies at other addresses, add them as Support Email Addresses in your account's Email Settings. Newly added addresses will only receive notifications for subsequent tickets.