Your essential guide. Welcome to our services
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1 Your essential guide Welcome to our services
2 Hello
3 Thanks for choosing Wireless Logic to manage your connectivity As Europe s leading provider of M2M & IoT Managed Services, we are delighted that you re connecting with us. Continue reading for key contacts, a guide to connectivity, Service Level Agreements and an overview of our value-added services. We look forward to working with you. 3
4 How to access SIMPro For your SIMPro login details, please Multiple users and various access options are also available.
5 SIMPro Managing your SIMs online If you are yet to be introduced to our online portal - SIMPro, this is a one window control centre to manage your entire SIM estate. This will be an essential tool to monitor and control your connections, all through an easy-to-use and intuitive interface. Provision and manage your SIMs Create multiple solutions to provision your SIM estate Monitor usage in real-time via NetPro View your recent billing information through BillPro Communicate via SMS to/from any mobile device. 5
6 Your guide to connectivity 01 your orders to 02 Order confirmation You will receive an to confirm once your order has been processed. Tracking information will also be included for your reference. 03 View your SIMs on SIMPro Once your SIMs are despatched, you can view their details via SIMPro. If you have ordered active SIMs, you will receive an updating you of the progress of your activation. 6
7 Your key contacts SIM Management option 2 > 1st line support - SIM checks > SIM configuration > SIMPro training Sales Admin salesadmin@wirelesslogic.com option 1 > Usage queries > Usage reports > Billing/Invoice queries > Cancellations Orders orders@wirelesslogic.com option 1 > New orders > Master agreements Sales sales@wirelesslogic.com option 1 > Quotes > Account reviews > Additional & upgrade services Finance creditcontrol@wirelesslogic.com option 3 > Copy invoice, statements and DD mandates > Payment queries > Remittance advices > Request bank details > Change of address/contact details Development development@wirelesslogic.com option 5 > SIMPro technical support > SMS portal via SIMPro > SIMPro feedback and development Technical Support support@wirelesslogic.com option 4 > Private network infrastructure support > IP and APN configuration > VPN set up > Mobile network outage management 7
8 Our standard Service Level Agreement (SLA) The standard Wireless Logic SLA is operational during normal business hours: Monday - Friday, 8.30am to 6.00pm GMT Activation timescales Our SLA (Service level agreement) for activations is 48 hours. Large scale requests may take longer depending on the Mobile Network Operator (MNO). Additional services, such as fixed IPs, will require a further 24 hours to be provisioned. A confirmation will be sent to your account contact once your SIMs are ready to use. Do you have access to SIMPro? Request and track your activation online. For login details, please simmanagement@wirelesslogic.com 8
9 SIM Changes For up to five SIMs Allow up to 3 working hours. Over five SIMs (bulk requests) Completed within 48 working hours. Large scale requests may take longer depending on the network. SIM Swaps Please allow up to 48 hours for SIM swaps to be completed. Replacement SIMs will be shipped via Royal Mail - 1st Class Recorded and will require a signature upon delivery. Please note that we may charge for shipping. Bulk requests Requests for large scale SIM swaps can take longer to process. For more information please contact the SIM Management Team. 9
10
11 Value-added services NetPro Secure, carrier-grade and resilient infrastructure connecting devices across a VPN - with no CAPEX. MapPro A unique platform of mapping and geo-location tools powered by HERE and Google Maps. Connected Hardware Solutions Leading router brands - expert guidance, configuration and 3G/4G connectivity. Comprehensive support at every stage. APIs Integrate the SIMPro platform into your own systems using a range of APIs. For more information, please contact your account manager. 11
12 wirelesslogic.com Headquarters Wireless Logic Group Ltd Horizon, Honey Lane Hurley, Berkshire SL6 6RJ United Kingdom T +44 (0) E hello@wirelesslogic.com Wireless Logic France Parc de la Duranne 255, Avenue Galilée Aix-en-Provence Cedex 3 T +33 (0) E info-france@wirelesslogic.com Wireless Logic GmbH Technopark Neukeferloh Am Hochacker Grasbrunn T +49 (0) E info-germany@wirelesslogic.com Wireless Logic Spain C/ Jose Luis Goyoaga 32 Edificio Noray, Oficina Erandio (Bizkaia) T E info-spain@wirelesslogic.com Wireless Logic Denmark SimService A/S Valdemarshaab 11, 1 DK 4600 Køge T E info-denmark@wirelesslogic.com
SIMPro - User Guide. Customer Documentation. Version Issue Date 17/08/2017. Wireless Logic Ltd Horizon Honey Lane Hurley, Berkshire SL6 6RJ
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