Raising a Mimecast Support Case

Document created by user.oxriBaJeN4 Employee on Jun 8, 2016Last modified by user.oxriBaJeN4 Employee on May 20, 2019
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See the Service Monitor: Listing Support Cases page for full details of how to list all your support cases.

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
  • Mimecaster Central Support Community
  • Mimecast Knowledge Base
  • Business Continuity Planning Manual
  • Weekly Customer Service Report
  • Service Monitoring & Alerting
✓ Proactive✓ Proactive
  • Service / Business Review
✓ Annual✓  Biannual
  • Customer Success Support 


Sucess Desk

✓ Named Customer 

Success Manager

✓ Named Senior 

Success Manager

  • Proactive Success Planning & System Optimization
  • Annual  Immersion Session
  • Annual  Cyber Resilience Session
  • Eligibility for Beta & Early Adopter Programs
  • Named Mimecast Executive Sponsor
  • Annual SOP and Policy Review
  • Annual  Strategic Roadmap Planning Session


Education Services


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

Support Services


Success OfferingsBronzeSilverGoldPlatinum
  • General Telephone Support 
Implementation Only

Local Business Hours


24 / 7 / 365 Support


24 / 7 / 365 Support

  • Telephone Support for P1 Critical Issues
Local Business Hours 
24 / 7 / 365 
24 / 7 / 365 Prioritized
24 / 7 / 365 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. Insert your Mimecast ID, in parenthesis, in the subject line, followed by a description of your issue, e.g. "(00-0000-0000000) assistance with policy."
  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 IdFinding Your 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).


Gathering the 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 0861 114 063 (local) and +27 (0) 11 7223711 / +27 (0) 11 7223700 (international)

1300 302 953 or +61 3 9017 5101

New Zealand

+64 9 8010787


+65 3 1583357

United Arab Emirates

8000 3570 3724

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:
  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.


See Also...


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