Contacting Support - Megaport Documentation

Need help with something? A great first step is to check out the Megaport Documentation on this site and save yourself the time collating relevant information and lodging a support request. We regularly update our content to address common call drivers. If you need further support or information, get in touch with our dedicated Support teams, who are ready to guide you through everything from creating a Megaport account, provisioning network connections, responding to incidents, to answering general inquiries.

Megaport only provides service-related support to partners via the partner contacts specified in the Megaport Portal account, not to users of any managed accounts. Unless otherwise agreed between Megaport and the partner in writing, the partner is responsible for providing support to their customers (GRA, Clause 2).

Support Requests Portal

Your primary support channel is the Support Requests Portal. Use the Support Requests Portal to create, manage, and follow up on support cases. Our Support team will monitor and process your support cases. For more information, see Support Requests Portal.

Partner Portal live chat 24/7/365

Reach out to our in-house Support team any time of day or night. Log in to the Partner Portal and click the blue live chat icon to start a conversation.

Phone

Contact our Support team through the number best for your region. For members of our Partner Program, select Option 2 when calling Megaport Support.

Australia +61 7 3062 7601
New Zealand +64 508 050 877
USA +1 425 954 2777
United Kingdom +44 1 202 286 622
Germany +49 32 211 121 713
Hong Kong +852 800 906 081
Japan +81 120 645 081

Support levels and responsibilities

Before escalating an issue to Megaport, it is expected that partners provide Level 1 and 2 support to the end customers as defined in the following table. The scope of support is limited to Megaport provided services. However, partners are required to investigate all potential contributing symptoms and components up to and beyond Megaport demarcations before escalating to Megaport at Level 3. Issues upstream from Megaport within a cloud provider network or other cloud are out of scope for Megaport Support and should be reported directly to the provider’s support team.

Support Level	Assistance Scope	Issues Covered
Level 1	Basic help desk resolution and service desk delivery	Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. If no solution is available, level 1 personnel escalate incidents to a higher level. Typical L1 Troubleshooting Customer premises equipment (CPE) Customer Local Area Network (LAN) Customer Wide Area Network (WAN) Customer Data Center Connections Customer Application Issues Customer Premises Power Customer Premises Configuration Confirm service is not affected by Partner, Cloud Provider, Megaport or any other service provider
Level 2	In-depth technical support	Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by level 1. If no solution is available, level 2 support escalates the incident to level 3. Typical L2 Troubleshooting Routing and switching issues within Customer LAN & WAN Verifying service configuration complies with product specification Isolating the issue into Customer Cloud Provider Network Physical connectivity investigation, including fiber optical up to Megaport demarcation point Utilizing diagnostics tools in Megaport Portal Utilizing Megaport Documentation Portal to verify product operation
Level 3	Expert product and service support	Access to the highest technical resources available for problem resolution or new feature creation. Level 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications. Partners who are unable to resolve level 1 and level 2 calls may contact Megaport level 3 support through the live chat feature in the Partner Portal. Typical L3 Issues Multiple Megaport provided services affected at the same time Services have not recovered after Megaport maintenance scheduled finish time Any functionality in the Megaport Partner Portal generating an error Physical connectivity to Megaport remains down following L1/2 troubleshooting

What you need before lodging a support request

Providing the correct information to Megaport is critical for efficient and effective assistance. When engaging our team, include the following information:

Service ID(s)
Company / organization
Description of request

When reporting an incident, also include the following information.

Problem symptom
Start time of issue
End time of issue (if resolved/mitigated)
What changes or actions were performed before the issue started?
What troubleshooting steps have already been taken?

​Support Requests Portal

​Partner Portal live chat 24/7/365

​Phone

​Support levels and responsibilities

​What you need before lodging a support request

Support Requests Portal

Partner Portal live chat 24/7/365

Phone

Support levels and responsibilities

What you need before lodging a support request