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All incoming support requests are assigned to our Customer Support Team for investigation. If necessary, the team escalates the issue internally to ensure a speedy resolution. For more information, see Escalating Support Cases. Requests are grouped into one of three categories: incidents, provisioning, or general inquiries.

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Incidents

An incident is a support request about a previously active service that has ceased functionality, or has degraded to being highly unusable. Incidents do not include new service provisioning issues or general inquiries.

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Severity and response goals

Megaport sets the severity level for each submitted incident. The severity level defines the targeted time frames for the initial response from Megaport and escalation potential. This process assists the appropriate resources within Megaport manage problems quickly and efficiently according to their severity level. All incidents are prioritized according to their impact on the partner (1 through 3), with 1 being the most critical. The priority of the incident can be upgraded or downgraded depending on troubleshooting progress. This table outlines Megaport Support targets for initial response time, how often you can expect an update and time to restore a service, prioritized by severity level.
The Time to Restore estimates only apply to incidents. The target time to restore is counted from the time the partner reports the issue to Megaport Support and an incident ticket is created.
Megaport Support makes continuous efforts to isolate, diagnose, and deliver a workaround or repair during Megaport’s normal local business hours. When the severity level has been downgraded, the support team follows the appropriate guidelines.

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Caveats

  • Any period of time that Megaport Support waits for additional information from the partner is not included in the target restore time.
  • If Megaport Support provides a new written date and time for an update, this replaces the previously quoted Update Frequency estimate.

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Provisioning

Provisioning requests involve activating new services or troubleshooting issues that relate to service activation. These requests are not assigned severity levels; however, they are handled as a high priority and are resolved as quickly as possible.

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General inquiries

Inquiries are information requests sent to Megaport that are not related to an incident. Inquiry requests are automatically set to Severity 3, as they do not impact any services.

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Solution Architect or Sales questions

Megaport’s Partner Solution Architects can help address any questions on architecting your network, configuring your services, or designing solutions. If you have any questions for our Solution Architects or Sales Team, see the Sales page on the Megaport website.

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Billing questions

For questions about your Megaport invoice, start with any of these topics: For billing or invoice issues or questions, contact .
Last modified on August 21, 2026