> ## Documentation Index
> Fetch the complete documentation index at: https://docs.megaport.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Megaport Partner Program Support Services

> This help topic describes the Megaport Support team.

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We’re here to help.

Megaport offers a wide variety of support resources designed to enhance the value of your Megaport services. These resources and tools provide several approaches to find solutions and solve problems.

## Megaport Support team

Megaport’s global Support team is available around the clock (24 hours a day, 7 days a week, 365 days a year) to help customers quickly and easily use, manage, and troubleshoot the Megaport products in their network.

<Image src="/images/support/follow-the-sun.png" alt="Follow the sun model used by the Support team" width={500} />

Our follow-the-sun support model ensures that high-priority cases can be transferred seamlessly to provide continuous coverage when working to solve critical problems. By using a single unified case tracking system, Megaport Support engineers know they are working with the latest details and status of each case.

The Megaport Support team responsibilities are divided among Technical Support Engineers (TSE), Network Operations Centre (NOC) Engineers, and Operations Engineering (OpsEng).

<Image src="/images/support/support-flow.png" alt="Support request flow" width={900} />

### Technical Support Engineers (TSE)

TSEs are responsible for all customer-facing activity and communications, such as:

* assisting with incidents
* provisioning new services
* sending maintenance notifications
* answering general inquiries

### Network Operations Centre (NOC) Engineers

TSE escalate any customer issues that they are unable to resolve within their triage processes to the NOC Engineers team. This team is responsible for monitoring the production network and managing any incidents that affect multiple customers. If required, the NOC team will escalate issues to resolutions teams, including third-party backbone providers, data center operators, cloud service providers, or Megaport engineers.

### Operations Engineers

NOC Engineers escalate any customer issues that they are unable to resolve within their triage processes to the Operations Engineering team.

The Operations Engineering team is responsible for the maintenance of the production network. Their area of responsibility is broad and ranges from network software and hardware upgrades to activation of new network components to support expansion. They are also the final escalation point for the Customer and NOC Engineers.