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 below and a member of our support team will connect with you soon. You can also call our 24/7 Services Support line, 470-221-4557 for immediate assistance.

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
08:00 - 20:00 EST
2 Hours
Standard
All Other Requests
20:00 - 08:00 EST
4 Hours