Understanding Nomad Internet’s Support Response Times and Service Level Agreement (SLA)

At Nomad Internet, we know how critical it is for our customers to get timely and effective support when they need it most. Whether you’re working remotely, managing your smart home, or traveling across the country in your RV, having reliable internet and responsive support is essential. That’s why we’ve established a clear Service Level Agreement (SLA) that outlines our response times and resolution expectations based on the urgency of your request.

Here’s a breakdown of our support response times according to the priority level of your inquiry:

1. Urgent Inquiries

For issues that are classified as urgent, we understand that time is of the essence. These issues could involve critical outages, severe service disruptions, or other high-impact problems that require immediate attention.

• First Reply Time: 1 hour
• Pausable Update Time: 1 hour
• Requester Wait Time: 6 hours

Our team will respond to your urgent inquiries within one hour, providing immediate attention and ongoing updates every hour until the issue is resolved. We strive to minimize downtime and ensure your connection is back online as quickly as possible.

2. High-Priority Inquiries

High-priority inquiries are typically service-impacting but may not completely disrupt your ability to use the internet. These could include slower speeds, minor connection drops, or other non-critical issues that still require prompt attention.

• First Reply Time: 2 hours
• Pausable Update Time: 2 hours
• Requester Wait Time: 8 hours

Our team responds to high-priority inquiries within two hours and provides regular updates every two hours to keep you informed on the progress of your case. We aim to resolve these issues within eight hours, ensuring minimal impact on your connectivity.

3. Normal Inquiries

Normal inquiries often involve questions about service performance, troubleshooting common issues, or account-related concerns. These are important but not necessarily time-sensitive.

• First Reply Time: 3 hours
• Pausable Update Time: 3 hours
• Requester Wait Time: 10 hours

For normal inquiries, our team responds within three hours and provides updates every three hours until the issue is resolved. We prioritize getting your concerns addressed within a reasonable 10-hour window, ensuring you have the information or assistance you need in a timely manner.

4. Low-Priority Inquiries

Low-priority inquiries typically involve non-urgent questions, such as general account management, service information, or guidance on optimizing your connection. While these matters are important, they don’t directly affect your ability to use the internet.

• First Reply Time: 4 hours
• Pausable Update Time: 4 hours
• Requester Wait Time: 12 hours

We respond to low-priority inquiries within four hours, ensuring you have the information you need. Regular updates will be provided every four hours until resolution, and our goal is to fully address your inquiry within 12 hours.

Our Commitment to You

At Nomad Internet, we take pride in our ability to deliver fast, effective support no matter the issue. With our clear SLA targets, we ensure that your concerns are handled promptly, keeping you informed at every step. Whether it’s an urgent issue or a low-priority question, we’re committed to providing the support you need to stay connected—reliably and consistently.

If you ever need assistance, don’t hesitate to reach out to our customer support team, knowing that you’ll receive a timely and professional response based on your inquiry’s priority. With Nomad Internet, you’re never alone when facing technical difficulties—we’re always here to help.

Updated on: 09/27/2025