1NCE Premium Service

Premium Service provides more than connectivity – it offers operational assurance, dedicated expertise, and business continuity protection for mission-critical IoT deployments. It is designed for enterprises that rely on IoT for revenue-critical systems or public infrastructure. 

The standard offering provides connectivity with standard support coverage. Premium adds: 

• 24/7 expert support (instead of 24/5) 

• Faster incident response – critical incidents responded to within 1 hour 

• Dedicated Technical Account Manager (TAM) providing: 

• Technical ownership 

• Proactive optimization 

• Strategic architecture guidance 

Premium is insurance + optimization + partnership for your IoT deployment. 

• Premium is designed for enterprise-scale deployments 

• Smaller numbers of high-value devices (e.g., security cameras or critical assets) can also benefit if the use case is mission critical 

• Typical deployments: 2,000+ SIMs 

• 24/7 expert support via phone, ticket, and chat 

• Priority handling – skip standard queues, faster routing, TAM oversight 

• Real engineers handle incidents – not chatbots 

• Defined response and resolution targets for critical, major, minor, and low-priority incidents 

Your TAM acts as your single technical point of contact: 

• Architecture guidance 

• Use case onboarding 

• Solution optimization 

• Proactive support and escalation 

• Performance monitoring and roadmap alignment 

Premium Service is offered as an annual subscription with prepaid billing. It can be activated at any time. There is no formal trial period; benefits apply immediately upon activation.

1. Request upgrade via portal, sales, or solution architect 

2. Premium subscription is activated immediately 

3. No SIM replacement or migration required 

4. TAM assigned and senior engineering support applies immediately

Premium Service works seamlessly with any cloud provider, but customers using AWS gain additional commercial advantages. Through 1NCE’s partnership with AWS, Premium customers can access better rates on cloud costs and benefit from managed FinOps services. These benefits are entirely optional, allowing your organization to enjoy Premium support regardless of your cloud choice, while leveraging AWS-specific savings if desired. 

In the event of a major outage, Premium customers are given immediate priority classification. Incidents are handled by dedicated teams with direct escalation paths, ensuring that critical issues are addressed within one hour. Customers receive continuous updates throughout the resolution process, and a detailed post-incident review is conducted to analyze the cause, provide corrective recommendations, and ensure operational continuity. 

Fleet Management Company 

• Thousands of vehicles, real-time tracking 

• Premium helps with outage response, architecture optimization, and performance monitoring 

EV Charging Operator 

• Connected charging stations, uptime critical for public reliability 

• Premium Service provides proactive monitoring and technical escalation during emergencies 

Smart Metering Provider 

• Nationwide deployments with regulatory requirements 

• Premium provides performance analytics, cost optimization, and proactive architecture guidance