MICROAGE SERVICES SUPPORT

MicroAge Services include basic support, in addition to deeper, advanced support offerings.

MicroAge Support Responsibilities

MicroAge’s support role includes:

Troubleshooting and providing technical guidance for issues and escalations
Collecting and validating specific services request details
Maintaining communication with administrators to ensure issues are effectively addressed
Assisting with licensing, invoicing, and subscription inquiries
Supporting all purchasing and trial inquiries

Submit a Services Request

At MicroAge, we get it right for you the first time. Submit your services request via our client portal or call our 24/7 Services Support line, 800-544-8877, and press Option 8 for immediate assistance.

Submit Service RequestSubmit Service Request

Advanced Support Options

Clients with more advanced requirements or complex environments can explore MicroAge paid support options for elevated support. These elevated support offerings include faster response timeframes, active MicroAge engineering involvement, and access to additional technical resources and support.

Elevated support offerings include:

Backing your teams with end-to-end Office 365 and Azure Options
Maximizing value of Office 365 and Azure through Managed Services for routine engagement and adoption
Facilitating rapid adoption of specified initiatives with a dedicated MicroAge Engineer with scoped projects

SERVICE LEVEL AGREEMENTS

MicroAge response times vary by the time the ticket is submitted and the priority level set by our in-house services teams. MicroAge support members make every reasonable effort to respond to support requests within the standard support hours, included below:

Priority

Impact

Hours

Response Time

High

Service Outage (All users impacted)

08:00 - 20:00 EST

1 Hour

High

Service Outage (All users impacted)

20:00 - 08:00 EST

2 Hours

Standard

All Other Requests