Raising a Mimecast Support Case

Document created by user.oxriBaJeN4 Employee on Jun 8, 2016Last modified by user.oxriBaJeN4 Employee on May 16, 2018
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Support Packages

 

Our 24 hour seven days a week Help Desk, is staffed by highly skilled email management engineers. As one of our customers, you automatically benefit from unlimited access to Mimecaster Central including the Knowledge Base, and free email support during standard business hours. If you have greater support needs, we can help with one of the following enhanced support packages:

 

Legendary Services

 

Success OfferingsBronzeSilverGoldPlatinum
  • Mimecase Knowledge Base
  • Business Continuity Planning Manual
  • Weekly Customer Service Report
  • Service Monitoring & Alerting
✓ Proactive✓ Proactive
  • Service / Business Review
✓ Annual✓ Biannual✓ Quarterly
  • Assigned Mimecast Support / Contact

✓ Customer 

Service Desk

✓ Customer Experience Advocate✓ Enterprise
Manager
  • Proactive Success Planning & System Optimization
  • Eligibility for Beta & Early Adopter Programs
  • Annual Online Immersion Session
✓ Plus Onsite Immersion Day
  • Bi-Annual Strategic Roadmap Planning Session

 

Education Services

 

Success OfferingsBronzeSilverGoldPlatinum
  • Mimecast Academy Instructor Led Training
  • Access to Online Videos, Content & Group Webinars
  • Annual Video Instructor-Led Training


Support Services

 

Success OfferingsBronzeSilverGoldPlatinum
  • Local Business Hours Online Support
  • Local Business Hours Telephone Support
✓ During Implementation Only

✓ Plus Full

24 / 7 / 365 Support

✓ Plus Full

24 / 7 / 365 Support

✓  Plus Full

24 / 7 / 365 Support

  • Telephone Support for P1 Critical Issues
✓ Business Hours ✓ 24 / 7 / 365 ✓ Prioritized✓ Enhanced
  • "Follow The Sun" Continuous Support for P1 Issues

 

Raising a Support Case via Email

 

To raise a support case via email:

  1. Send an email to support@mimecast.com (offshore clients should use support@foreshore.net).
  2. Add your Mimecast Account Code (if known) to the subject line, together with a description.
  3. Include your Company Name in the body of your email.
  4. Provide a brief summary of the issue / reason for the case.
  5. Include any applicable screenshots of the problem.
  6. For email tracking cases, include the following information: From / To / Date / Time / Subject of the email.

 

Raising a Support Case via Phone

 

Mimecast ID

 

Before raising a support case by phone, you must have a Mimecast ID. You'll be asked to provide this before being connected to a support engineer. You can find this in your account profile, available in the Administration Console or Connect Application. See the Account & Support Details section of the Administration Console User Interface page for full details.

 

The identification can be either:

  • Your Mimecast ID.
  • The Mimecast ID of the customer account for which you are raising a support case (Partners and Managed Service Providers only).
Entering your Mimecast ID will be mandatory from May 14th, 2018. Until that time, you can still connect to a support engineer if you don't enter your ID, but your call will be prioritized behind customers that have. See our Telephone System Improvements Service Update for full details, and follow the Service Updates section of Mimecaster Central to keep informed of any further changes.

Case Information


Before raising a support case by phone, hav
e the following additional information ready:

  • Whether your issue is related to a P1 critical mail flow issue. See the Raising a Priority 1 Support Case section below.
  • The case reference number, if the call is regarding an existing case.

Calling our Support Team


If your service package includes telephone support, call your regional number listed below to raise a support case, with your Mimecast ID and case information ready to go:

 

RegionTelephone Number
United Kingdom+44 (0) 20 7847 8701
North America+1 800 660 1194
South Africa+27 0861 114 063
Australia

1300 302 953 or +61 3 9017 5101

New Zealand

+64 9 8010787

Singapore

+65 3 1583357

Offshore+44 (0) 1534 752 300

 

Raising a Support Case via the Website

 

To raise a support case via our website:

  1. Click on the following link:
    https://www.mimecast.com/customer-success/technical-support.
  2. Complete the Get Support section as required.
    The "Issue Details" field is character limited.
  3. A case reference is emailed to you with the details.
  4. Reply with any additional information.

 

Raising a Priority 1 Support Case


In the unlikely event that you need to raise a priority 1 support case, ensure you follow the guidance below. We will respond to priority 1 support cases made by one of your designated contacts on 24 hours a day, seven days a week, and 365 days of the year basis.

 

Priority 1 support cases must be:

  • Logged for an email or service outage that results in a total loss or significant impairment of your Mimecast services. In this scenario, your organization would not be able to send or receive email, or may not have access to the Mimecast applications.
  • Raised by telephone.

 

All other support requests will be dealt with according to the level of your support subscription.

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