While our Support Centre answers most queries, our team is available to assist with technical faults or specific requests through our ticketing system.
How to Raise a Support Ticket
To ensure your issue is tracked and resolved efficiently, please use one of the following methods:
Online Portal (Recommended): Log in to app.onsim.uk and select Support Centre from the left-hand menu.
Email: Send your request to support@onsim.uk.
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Phone: Call us at 0333 880 4008.
Note: Our phone team may ask you to submit a formal ticket depending on the complexity of your request.
Live Chat: Please note that we cannot provide technical support via live chat. Messages sent here outside of office hours will automatically be converted into a support ticket.
Mandatory Information for Technical Faults
To adhere to our SLAs and resolve issues quickly, all fault reports must include the following:
Exact Nature of Fault: A detailed description of the issue.
Affected Users: The specific extension numbers or Direct Dial (DDI) information affected.
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3 Call/SMS Examples: You must provide three examples from the last 72 hours, including:
Whether the call/SMS was Inbound or Outbound.
The exact time and date.
All phone numbers involved (e.g., Ext 2001 called 07xxxxxxxxx).
Tip: Raising a ticket via the Online Portal is the fastest way to report call issues, as it allows you to select these examples directly from your recent call logs.
Service Level Agreements (SLAs)
Our office hours are Monday – Friday, 09:00 – 17:00. Response and resolution times are based on the priority levels below:
Priority Classifications
| Priority | Extent of Impact | Type of Issue |
|---|---|---|
| Critical | All Users | Total loss of service for the entire site. |
| High | One or several users | Unable to make/receive calls; features severely impacted. |
| Medium | One or several users | Minor faults or service change requests (e.g., diverts). |
| Low | Individual/Group | General queries or information requests. |
Response & Resolution Times
| Priority | Initial Response | Problem Definition | Action Plan | Resolution |
|---|---|---|---|---|
| Critical | 6 Working Hours | 1 Working Day | 2 Working Days | 3 Working Days |
| High | 1 Working Day | 2 Working Days | 3 Working Days | 7 Working Days |
| Medium | 2 Working Days | 3 Working Days | 5 Working Days | 10 Working Days |
| Low | 3 Working Days | 5 Working Days | 7 Working Days | 14 Working Days |
Our Commitment
We aim to provide a high-quality, efficient service. Our team will always act in a professional manner, using plain language to ensure your issues are resolved as quickly as possible within our set SLAs.