Understanding Support Requests

All incoming customer requests are assigned to the Customer Support Specialists for investigation and resolution according to engineer skill sets and availability. If required, the Customer Support Specialist will escalate the issue to ensure a speedy resolution.

Requests are grouped into one of three categories: incidents, provisioning, or inquiries.

Incidents

An incident is a support request regarding 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.

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 customer (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.

Severity Level Initial Response Update Frequency Time to Restore
1 - Service loss. Service is down or severely degraded.
These incidents can severely impact the customer’s ability to conduct business. This can mean that the services are down or not functioning and no procedural workaround exists.
15 minutes 30 minutes 6 hours
2 - Service is partially degraded or intermittently failing.
These incidents are high-impact problems that disrupt the customer’s business operation but there is capacity to remain productive and maintain necessary business level operations.
15 minutes 60 minutes 24 hours
3 - Incidents without impact to service.
These incidents are minor or no impact problems that involve partial loss of noncritical functionality.
30 minutes 4 hours 48 business hours

Note

The Time to Restore estimates only apply to incidents. The target time to restore is counted from the time the customer 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.

Caveats

  • Any time that Megaport Support waits for additional information from the customer 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.

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 quickly.

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.

Solution Architect or Sales questions

Megaport 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.

Billing questions

For questions regarding your Megaport invoice, start with any of these topics:

For billing or invoice issues or questions, contact Megaport Accounts Receivable.

Escalating a case

You might need to escalate an existing case if circumstances change. Here are some guidelines on when to escalate a case:

  • There has been an increase in the impact to your business
  • The issue is not being resolved quickly enough
  • The support effort is not meeting expectations

Start your case at escalation Level 1. For reference, the escalation path is as follows:

Escalating a case


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