Providing Support Contact Details
This topic describes how to provide your internal tech support contact details in the Megaport Portal.
To streamline communication between the Megaport Support team and your account, company, or organization, we need to know how to contact your internal support team. During initial account setup, a Company Admin or Sales Team member enters the support phone number and email address. These details provide a way for us to reach out should you need any assistance.
Here are the contact detail requirements by account type:
| Account Type | Supported By | Contact Details Required? | Details Displayed in Megaport Portal? |
|---|---|---|---|
| New direct | Megaport | Yes | Yes |
| Existing direct with no provisioned services | Megaport | Yes | Yes |
| New partner | Partner | Yes | Yes, visible in managed account list. |
| New partner | Megaport | Yes | Yes, visible in managed account list. |
| New managed | Megaport | Yes | No |
| New managed | Partner | No | No |
| New distributor | No | No |
After the support details are added to an account, they can be edited by certain account users, but they can’t be deleted. The viewing and editing permissions by account type are:
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Company Admins can view and edit support contact details.
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Direct account users can view the support contact details, but can’t edit them.
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Managed account users supported by their partners can view the support contact details, but can’t edit them.
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Managed account users supported by Megaport can’t view or edit support contact details.
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Distributor account users can’t view or edit support contact details.
Partners can find more information in the Megaport PartnerVantage program overview and the Megaport VantageTransact Documentation.
Note
New and existing direct accounts without any provisioned services can’t place orders until their account setup is complete, including technical support contact details and a billing market. You can still add services to a saved configuration and view pricing, but the services can’t be ordered until the account setup is complete.
Your Contact At Megaport
This page will also show the email addresses of your Megaport Account Manager and/or Customer Success Manager.
To enter support details
- Visit the Megaport Portal and log in.
- Choose Company > Account Contacts.
- Enter the phone number of your internal support team.
The number is validated against the billing market format of your billing contact phone number. Megaport requires a technical support team phone number and team email address for new direct accounts and for existing direct accounts without any provisioned services. -
Enter the email address of your internal support team.
The email format and address is validated against the email address provided during account sign up. -
Click Save.