> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bondio.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Raising Support Requests via the Platform

> How to submit a support ticket via the Bondio platform, plus SLAs and response expectations

Before raising a support request, please make sure you've completed the initial troubleshooting steps outlined in the [Customer Support Checklist](/troubleshooting-checklist).

If the issue persists after troubleshooting, contact Bondio Customer Support via the **"Raise an Issue"** button on the platform.

## 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

Please include the following screenshots:

1. eSIM Settings page
2. eSIM page showing the network selected
3. Network Selection page (automatic selection turned off)
4. Mobile Services / Mobile Data page

**Optional (but very helpful):**

* 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                                                                                           |

Business hours: **Monday – Friday, 7:00 GMT – 18:00 GMT**

## 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.