1. Raise Issue (eSIM troubleshooting)
Please include all of the following in your submission:- Subject
- Description → Clear description of the issue. Examples:
- Connected to the correct network but no internet
- Cannot connect to any supported network manually
- Service stopped working after data usage
- ICCID (can include multiple if it is the same root cause)
- What is the signal strength? → No signal, 1, 2, 3, or 4 bars
- Did the subscriber try to manually select the networks? → Yes / No
- Where is the subscriber located? → Urban / remote area
- Attachments → Mandatory screenshots (see below)
Mandatory screenshots
All screenshots must be:- Full screen
- Network name and signal bars clearly visible
- eSIM Settings page
- eSIM page showing the network selected
- Network Selection page (automatic selection turned off)
- Mobile Services / Mobile Data page
- Data Roaming enabled
- Speed test results (necessary when the end user is claiming low speed)
- GPS location on Google Maps (to check if the user is in a remote or urban area)
2. Submit the ticket request
Once the information has been filled in, please ensure you click “Submit” for processing. You will receive a confirmation once the ticket has been submitted.3. Ticket processing
An agent will review your ticket and begin the investigation shortly. Please monitor your email for any follow-up communication from our team.Service Level Agreements (SLAs) & responsiveness expectations
| Priority | Description | Target First Response | Target Total Resolution | Example Scenarios |
|---|---|---|---|---|
| P0 Urgent | Systemic or major service outage or severe degradation affecting multiple users | Within 15 business minutes | Within 4–8 business hours | Complete network outage, SIM activation failures impacting all users, entire label is down |
| P1 High | Significant impact to service for multiple users where no immediate workaround exists | Within 30 business minutes | Within 8–12 business hours | Connectivity issue affecting a subset of SIMs, routing errors |
| P2 Medium | Partial degradation or non-critical issue where a workaround is available | Within 2 business hours | Within 2 business days | Individual SIM connectivity problem solvable by adding a plan attachment or providing an eSIM replacement; API performance issue but it still works |
| P3 Low | General inquiries, non-urgent requests, or feature questions | Within 4 business hours | Within 3–5 business days | Billing questions, portal access issues, feature requests |
Additional notes
- Business hours apply: All response and resolution targets apply only during Bondio’s standard operating hours (Monday to Friday, 7:00 GMT – 18:00 GMT), except for P0 Urgent tickets, which we aim to resolve from 7:00 GMT – 18:00 GMT, any day of the week.
- SLAs do not apply to roaming partners: Bondio can only guarantee SLAs on platform uptime and API availability — we cannot guarantee uninterrupted service on any specific roaming partner. This is because Bondio’s roaming sponsors provide best-effort resolution only — they do not guarantee network uptime for roaming. Bondio will, however, work to find alternative solutions and networks if the problem persists in order to provide the best user experience.
- Collaborative resolution: Some issues may require input from Bondio’s network and platform partners. Resolution targets assume timely cooperation from these third parties.
- Best-effort commitment: While Bondio strives to meet or exceed these targets, actual resolution times may vary depending on issue complexity and stakeholder dependencies.
- Continuous improvement: Bondio reviews SLA performance periodically to ensure support efficiency and transparency.