Megaport Premium Support
Megaport Premium Support is a high-touch operational service designed for organizations that require proactive management of their Megaport environment.
Intended for enterprises operating large hybrid-cloud deployments or business-critical network services, Premium Support extends beyond standard support by providing ongoing technical advocacy, operational guidance, and strategic oversight.
Each customer is paired with a dedicated Megaport Technical Account Manager (TAM) who serves as a trusted advisor and extension of the operations team. Rather than focusing solely on reactive issue resolution, the TAM helps drive architectural alignment, improve operational efficiency, optimize costs, and support future growth.
By maintaining a detailed understanding of your network architecture, business priorities, and technology roadmap, your TAM helps ensure you maximize the performance, reliability, and value of your Megaport investment.
What’s included?
Premium Support provides proactive operational management, technical advocacy, and prioritized escalation pathways through the following service offerings.
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Incident management – A single point of escalation through your TAM to streamline communications during infrastructure outages and coordinate with internal engineering resources, ensuring rapid root-cause analysis and resolution.
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Priority support request – Priority handling of support requests, with accelerated Service Level Agreement (SLA) response targets and enhanced escalation paths.
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Proactive operational reviews – Ongoing infrastructure health reviews and capacity assessments covering Port utilization, Virtual Cross Connect (VXC) capacity, and Megaport Cloud Router (MCR) and Megaport Virtual Edge (MVE) performance.
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Cost optimization – Ongoing assessment of your network services to identify underutilized or over-provisioned resources and align infrastructure spend with actual usage requirements.
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Capacity planning – Expert technical guidance to help scale network capacity ahead of anticipated traffic growth, seasonal demand, or major deployment initiatives.
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Configuration Assistance – Access to Megaport’s task-based implementation service for planned network maintenance, service deployments, migrations, and infrastructure updates.
Requesting Premium Support
Contact your Megaport Account Manager to discuss upgrading your operational environment to Premium Support. Below is a step-by-step overview that describes the onboarding and subscription workflow.
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Initial consultation – Contact your Megaport Account Manager or Solutions Architect to discuss your operational support requirements. A Megaport TAM will be introduced to your team to review the Premium Support offering, assess your current network environment, and identify your operational, technical, and business priorities.
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Subscription activation – Your Megaport Account Manager will coordinate the required commercial and service activation processes to enroll your organization in Premium Support. The service is delivered through a monthly subscription model aligned with your ongoing operational requirements.
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Operational onboarding – Once Premium Support is activated, your Megaport TAM conducts an operational kickoff workshop to establish communication channels, define escalation procedures, and agree on the cadence for ongoing operational reviews. During onboarding, the TAM develops a detailed understanding of your network architecture, business priorities, and support requirements to establish an initial roadmap for optimization, health reviews, and ongoing technical advocacy.