Creating Orders for Replacement SIM Cards
SIM Orders have to be accompanied by very specific notes.
These instructions assume that you already know how to create orders in X3. Please do not attempt to create orders without proper training.
The following steps must be followed for all SIM card orders.
Shipping a SIM card must be approved first. if you believe that a SIM card should be replaced or sent to a customer, please contact someone Tier 2 support (Liam, Seth, Ron) or a trainer and they will assess the situation and pass it along to the Modems Program Manager (Ron Parks), who will review and provide final approval to send SIM cards to customers.
The steps for replacing a SIM card are as follows:
Approval (Mentioned above).
Acquire shipping information from the customer.
Tag Karina Wentz in your Intercom ticket and add notes.
Add the SO number once you have one.
Create the order in X3 using the instructions below.
Update the customer with order and shipping information and give them SIM change instructions and APN instructions if needed.
Follow up and help as needed until the customer is able to access their equipment remotely.
Creating a SIM Order.
Note: The shipping address that we have on file for the customer's company is rarely the address that the SIM card needs to go to. Please ask which address we should send SIM cards to.
Current SIM Card part numbers are:
SIMTLNX for Telnyx SIM cards. (Typically ChemTreat only.)
SIMVZW for Kajeet Verizon SIM cards. (Usually all other customers.)
SIMATT for Kajeet AT&T SIM cards. (If AT&T is needed, and for international use. IMPORTANT - For international use please contact Kajeet to make sure that we can get a SIM card activated to work in the target country.)
We don't charge for SIM cards. Please make sure that the cost is zero.
PO should be the ticket number in Intercom. "Ticket 0000."
Delivery Address is Drop and add it in delivery address on the right, unless it's going to an address that's already on file.
Mode Ground, Carrier Fed Ex, Incoterm FRE, no account number.
In the header notes please give all of the instructions that the production team could need. This information could include;
Intercom and Help desk ticket numbers.
Static or Dynamic IP.
APN (should mirror what the modem already had unless we're switching to a different type of SIM card or IP in which case the customer will have to manually change the APN on-site).
The modem that the SIM will be used in.
Whether or not to leave the old SIM active or suspend it. (Make sure that your ticket reflects the deactivation process and that it is completely followed through.)