How can we help?
5 ways we ensure you receive a premiere support experience
Industry certified engineers provide support so we can correctly identify and fix your problem on the first call.
Support requests are cross referenced against our library of ITIL service templates, so we can resolve your problem swiftly.
We handle all support requests in house - we do not outsource.
We have invested in the latest screen sharing technology and remote diagnostics tools.
You can escalate a support request to a manager or executive at any time.
Comprehensive Support Service Level Commitments & Targets
While other service providers offer basic SLA’s which measure the time up until the time a support ticket reference is issued, we take a more responsible approach. Our financially backed Support SLA covers the 4 key measurable commitments and targets essential to providing the support experience our customers demand.
Response Time Commitment
We guarantee a maximum time to respond to you support requests.
Measured from time a Service Request is received until an engineer is assigned and scheduled to work on the issue
Plan Time Commitment
We guarantee a maximum time to plan your resolution.
Measured from time a Service Request is received until an Engineer commences work on resolving the issue
Temporary Resolution / Workaround Target
We have set target times within which we need to provide a temporary resolution or workaround.
Measured from the time a Service Request is received until your business can continue operating with minimal impact.
Permanent Resolution Target
We have set target times within which we need to provide a permanent resolution.
Measured from the time a Service Request is received until your issue is permanently addressed.
What happens when something goes wrong?
From time to time, even the best maintained services will a have its challenges. When you place your trust in Global Micro, we reward that trust with complete transparency and will always keep you informed.
WhatsApp Broadcast Groups
All technical contacts have the option to be included in our WhatsApp broadcast groups. This allows us to keep you informed on a real-time basis of any service issue affecting multiple customers or partners. To be added to the Broadcast Groups, please send a support request to firstname.lastname@example.org.