Resolving an issue* depends on the type and severity level of the incident.

  • Issues that are related to connectivity with Cequens are resolved within 12 hours. 

  • Operator/provider related issues are resolved within 48 hours -- this timing may increase due to different operators’ SLA.

What happens when I submit a new ticket?

You will receive an email with a ticket number that is used to track the status of your request and our Service Support team will respond as soon as possible.

You can also check the status of your tickets and history logs via this link.

Note: If you are a first-time user on our support portal, you will receive an email with a URL to activate your account and create a password. Please make sure you check your junk folder if you do not receive the email through your primary inbox.

*The average response time is 3 minutes to 1 hour; depending on your internet speed and system accessibility. For more information about Cequens terms of use and privacy policy, visit www.cequens.com.

Still have questions? Submit a ticket or reach out to our Support Agent via our chatbot.