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Pricing

Support plans

Expert Support
for Mission-Critical IoT

When connectivity issues strike, response time matters.Choose a support plan with guaranteed SLAs and get direct access to IoT connectivity experts.
Response times you can count onNo more waiting in queues. With Priority and Instant plans, your tickets are guaranteed a response within hours, or minutes.
IoT Connectivity expertsOur support team has deep expertise in cellular networks, device connectivity, and IoT deployments. Get answers from engineers who understand your stack.
Flexible plans for every stageStart free with web and email support. Upgrade when your deployment demands faster response times and priority handling.

Choose your Support Plan

All plans include access to our Help Center and Support Documentation.
Upgrade anytime from your dashboard.

Starter
Great support, always includedEvery Simbase account comes with email support and Help Center access at no cost. When your deployment demands guaranteed response times, our paid plans have you covered.
Free
Guaranteed Response Times
P1 (Critical):-
P2 (High):-
P3 (Normal):-
Help Center access
Web and email support
Priority
For production deploymentsGet guaranteed response times within business hours, so downtime never catches you waiting. Priority handling over free-tier tickets means your critical issues move to the front of the queue.

$39/mo

Min.
12 months

Guaranteed Response Times
P1 (Critical):4 hours
P2 (High):8 hours
P3 (Normal):24 hours
Priority response times
Web and email support
Help Center access
Instant
For mission-critical IoTWhen every minute matters. Built for 24/7 operations managing hundreds or thousands of devices where near-instant response is essential.

$249/mo

Min.
12 months

Guaranteed Response Times
P1 (Critical):30 minutes
P2 (High):2 hours
P3 (Normal):3 hours
Help Center Access
Web and email support
Fastest response times
Support that's ready when you are.

Every Simbase account includes real human support from day one. Upgrade to a paid plan when your deployment needs guaranteed response times and you need to know someone is on it.

Our commitment to you

We stand behind our response time guarantees.
If we miss an SLA, you're eligible for a support credit equal to that month's plan fee.
Submit a support ticket within 30 days to claim your credit.

View full SLA terms ->

Frequently Asked Questions

Questions about response times, what's included, or which tier fits your setup? We're here.

What support plan do I need for a production IoT deployment?

For most production deployments, our Priority plan is the right fit. It gives you guaranteed response times within business hours and priority handling for critical issues. If you're running 24/7 operations with hundreds or thousands of devices where every minute of downtime counts, Instant support is built for that.

Does Simbase offer SLA-backed support for IoT deployments?

Yes. Our Priority and Instant support plans both include guaranteed response time SLAs. Priority covers P1 critical issues within 4 hours during business hours. Instant covers P1 issues within 30 minutes, around the clock.

What are the guaranteed response times for each support plan?

Starter is free and has no guaranteed response times. Priority guarantees P1 in 4 hours, P2 in 8 hours, and P3 in 24 hours. Instant guarantees P1 in 30 minutes, P2 in 2 hours, and P3 in 3 hours.

What IoT connectivity providers offer guaranteed support response times?

Simbase offers guaranteed response time SLAs on its Priority and Instant support plans, covering P1 critical issues down to 30 minutes on the Instant tier. This is designed for IoT operators who cannot afford unresolved connectivity issues to sit in a queue.

What is the difference between Priority and Instant support?

Both plans include guaranteed response times and direct access to our support team. The key difference is speed and availability. Priority covers business hours with a 4-hour P1 response. Instant covers around the clock with a 30-minute P1 response, making it the right choice for mission-critical deployments.

What counts as a P1 critical issue for Simbase support?

A P1 issue is any situation where a significant number of devices have lost connectivity, a core platform function is unavailable, or your operations are directly impacted and there is no workaround. Examples include mass SIM deactivation, API outages affecting device management, or billing errors blocking activations.

What is included in the free Simbase support plan?

Every Simbase account includes email support and full access to our Help Center at no cost. There are no guaranteed response times on the free plan, but you can reach our team directly and browse step-by-step documentation for the most common questions.

Are Simbase support response times guaranteed on weekends and public holidays?

For Priority support, guaranteed response times apply 24/5, covering every hour of the working week. For Instant support, response time guarantees apply 24/7 including weekends and public holidays.

Is there a minimum contract for paid Simbase support plans?

Yes. Both Priority and Instant support plans require a minimum commitment of 12 months, billed monthly.