Structure of technical support

CUSTOMER CARE is the single ‘point of entry’ for SIM-Networks clients, making it as easy as possible for them to interact with the company and saving the time required by searching for individual contacts in specific departments.

We are there for you 24/7/365 and in 4 languages: EN, DE, RU, UA .

Do you need to clarify or change the details of your tariff? Do you wish to identify the optimal configuration for expanding your infrastructure resources? Interested in our special offers for leasing or purchasing equipment? Do you have questions about your documents or billing with us? We help you to deal with these and other details. And if your questions are of a strictly technical nature, we will quickly connect you to our round-the-clock technical support service to help you resolve them.

Any day, any hour, any minute, on weekdays or holidays, in any time zone and from anywhere in the world, you can reach us and will always receive a helpful and competent response.

HOW DO I CONTACT CUSTOMER CARE?

  1. Online chat on our website.
  2. Callback request form on our website. (Callback).
  3. E-mail: ask@sim-networks.com
  4. Ticket system on the website (for clients registered in the system)

Rules for submitting a request to technical support

How to create a ticket on the website

Note

Only a user who is authorised in the system can generate a ticket. Users without authorisation who try to create a ticket will receive an error message: ‘Access forbidden’.

  • Go to the website https://www.sim-networks.com/ and click on the icon.
  • Authenticate yourself or create a new account.
  • Click the icon again, and from the menu that appears, select the item My Tickets.
  • In the dialog that opens, click on the point ‘New Ticket’.

Note that we have streamlined the process of creating new tickets. No longer do you need to select the department to whom the ticket is sent. Just describe the essence of your request in the requisite field, and Customer Care will decide to whom it should be sent for resolution (tech support, finance department, sales department etc.)

In addition to the standard, conventional technical support processes offered by our support department, we give emphasis to the additional functionality, that, as a rule, we grant to our cloud clients:

  • Pre-project audit. In various situations our customer service team may

require information to clarify the project parameters and for verification of the technical solution. In this case we will request the necessary documents, data and accesses, then will prepare the optimal design scope and develop an effective solution.

  • Migration. In the initial stage of cooperation (during transfer

of the client infrastructure to the SIM-Cloud), our specialists will provide comprehensive assistance in moving data, deployment of systems and training the client’s personnel in using the infrastructure in the cloud. The main channel of communication, used as standard for the technical support service, is the ticket system.

During the pre-project audit, consultations and migration, additional channels such as Skype or telephone may also be used. All work via the ticket system is carried out in observation of the ITIL standards. These are in particular the recording and handling of incidents and the SLA.