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 issues are resolved within 48 hours (subject to increase).

Once you 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*.

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 our Terms of Use and Privacy Policy, visit

To download our Service Level Agreement and Escalation Matrix for support requests, click here.