How Do I Contact Soracom Support?

For technical issues, account inquiries, or billing questions, you must create a support request through the Soracom User Console. For pricing questions or pre-sales consultations, use the Contact Us page.

Technical Support, Account, and Billing Inquiries

Creating a Support Ticket

1. Log in to the User Console.
2. Click the Support menu at the top right and select Contact us. You are redirected to the Soracom Support portal.
3. Click Submit a request at 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 help from the Soracom Support Bot. You can use it in two ways:

• During ticket creation: When you select the ticket category I have a question about technical specifications or usage, the Support Bot automatically generates 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."

Keep the following limitations in mind:

• The accuracy of responses is not guaranteed.
• You can have at most five interactions per ticket.
• The Support Bot cannot review attachments.
• The Support Bot cannot answer questions about features that are not publicly available.
• Support Bot conversations are not visible to Soracom Support, so include all relevant details in your ticket.

Support Plans

• Basic support: Available Monday–Friday, 9:00–21:00 UTC.
• Enterprise Support Plan: Available 24/7/365, with a 1-hour guaranteed response for Urgent and High priority tickets. This plan requires a 1-year minimum commitment.

For details, see Technical Support.

Pricing Questions and Pre-sales Consultations

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

Best Practices for Submitting a Ticket

Check for Known Issues First

Before submitting a ticket, especially for communication outages, check the Soracom Status Dashboard for any known service outages.

Provide Detailed Information

The more information you provide, the better the support team can help you. 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 (for example, once, intermittently, or constantly).
• Business impact: How the issue affects your production environment or operations.
• Resource IDs: Relevant IDs such as your SIM ID, IMSI/ICCID, Group ID, or VPG ID.
• For UI bugs: Steps to reproduce the issue, screenshots of the error, and your browser version.

Keep Inquiries in a Single Ticket

If you have multiple related issues, open a single support ticket for all of them. To add information after submitting, reply to the existing ticket instead of creating a new one.

Managing Your Tickets

Soracom Support uses a ticketing system that stores all inquiries and related correspondence centrally.

Checking Ticket Status

After you submit a ticket, you can check its status 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. If a ticket stays in Pending status for a certain period without a reply, it is automatically set to Resolved.
• Resolved: The issue is resolved, or no response was received from you. If you have more questions, you can reopen the inquiry.

Replying to Tickets

When support engineers respond to your ticket, email notifications are sent only to your Primary Email Address, unless you add Support Email Addresses. Newly added Support Email Addresses only receive notifications for tickets created afterward.

You can reply in two ways:

1. Via the support portal (recommended): Reply directly on the support portal page so that all communication is tracked correctly.
2. Via email: Reply directly to the notification email, following these rules:
   • Registered address only: Reply from an email address registered to your Soracom account (your Primary Email Address or a Support Email Address).
   • Use Reply All: Always use Reply All so that your response is logged in the ticketing system.

Relevant Documentation

• Technical Support
• Soracom Support Bot
• Email Settings