The Soracom Support team is pleased to announce SORACOM Support Office Hours (hereafter "Office Hours"), a new support program that allows customers to make an appointment to consult directly with our support staff via web meeting.

Office Hours is an opportunity for customers to more quickly resolve concerns in their IoT projects, learn how to utilize the features of the Soracom platform, and other issues that are difficult to explain via support tickets, by speaking directly with our support staff.

While Office Hours are intended for customers with a paid support plan (Priority Support and Enterprise Support), during the month of Septembre 2022, customers without a paid support plan are also eligible to request Office Hours appointments.

If you would like to request an appointment, please read the following information and submit a support ticket to apply.

Examples of consultations

• You have a question or issue related to the use of the Soracom Platform in your IoT project.
• You would like to learn more about Soracom Platform services, features, and how to make the most of Soracom support services.
• You have an issue that requires direct consultation with Soracom support staff, such as sharing information on screen or confirming operations.

In principle, support services provided in Office Hours will follow the Scope of Support Services (Japanese).

Dates and times

Office Hours for the month of September 2022 are as follows:

• September 12-16 (Monday-Friday), between 10:00 and 18:00 JST

Customers may apply for a 30-45 minute appointment during this time.

Application Deadline

Friday, September 9 (Friday) by 15:00 JST

Cost

Free of charge

How to apply

To apply, please submit a new support ticket by copying the following information and filling in your Office Hours request details:

Subject: SORACOM Support Office Hours Request
Inquiry Category: Other Inquiry
Description (of inquiry): 

- Preferred Date and Time (1st choice): 
- Preferred Date and Time (2nd choice): 
- Preferred Web Meeting Tool: 
  - If you do not specify, we will send you the URL of Google Meet. If you would like to use other tools, please feel free to contact us.
- Details to be discussed: 
- Other requests: 

Conditions

• Before applying, please make sure to confirm that the nature of your request adheres to the Scope of Support Services (Japanese).
• Office Hours will be provided as a Limited Preview. Accordingly:
  • We may limit your participation or adjust the date and time based on the details of your request.
  • We reserve the right to stop accepting applications prior to the application deadline without prior notice.
• Only one application per customer (SORACOM account) is allowed.
• If we are unable to answer your questions during your appointment, we may follow up with a support ticket afterwards.
• We kindly request your participation in filling out a survey, to be sent to you at a later date.

Office Hours schedule for the month of October 2022 (and later) will be announced at a later date.