At Micron21, we will never have a "trouble ticket" 
system, or be unreachable by phone, or not have someone on duty for you. You can always speak to a Micron21 support engineer during the day and at any time in an emergency. Our phone support is unlimited, and doesn't end until the situation has been resolved.
Technical support is typically needed at three main times
When a server is being tested, before it goes live
When something isn't working correctly in the application or database
When the site or server is down for some unknown reason.
If you think about each of these scenarios you will probably come to the same conclusion we reached when we started this business. Without exception, in each instance you'll want to be talking to someone who knows their stuff. What you don't want is to have to fill out a "trouble ticket" and mark it "urgent"; or to have the phone picked up by someone who doesn’t know what they’re talking about; or worse yet, to have to explain your problem to a call centre person in another country.
We believe our first-line support people should be software and database knowledgeable. They should have good communication skills and a dedication to their work. They should be methodical, yet lateral in their thinking.
Whether there is a problem or not, whether the matter is trivial or major, we're here to keep you online. We're a resource that's highly specialised and have probably seen something like your problem before. So we can generally provide a solution quickly and efficiently.
Like everything we do, it's part of the partnership we provide. Skilled, qualified, support engineers to complement your own team and resources.
