Anytime, Everyday Support
Expertise & Commitment
Australian, Onsite Service
Service Level Agreements
Multiple Support Channels
Escalation Pathways
Micron21 provides a comprehensive approach to customer care that starts with a base 24/7 support that is included free with every service we offer. When comparing us to other providers, be sure to check the fine print. There are no charges to enjoy a basic level of support with Micron21 and you are not restricted in how you contact us to receive assistance any time of day or night.
Our offerings are designed to completely remove the complexity of IT management. Whether this involves taking full responsibility for the entire infrastructure or tailoring a custom approach to meet specific business needs, we have the service capability and the expertise know-how.
We can handle every aspect of enterprise-grade IT operations: development, DDoS protection, network, wireless, dedicated physical servers, cloud, backup, firewall, load balancing, and much much more.
| Plans | 24/7 Support | ESSENTIALS | MANAGEMENT | COMPREHENSIVE | TOTAL CARE |
| Allocated monthly time | N/A | 1 hour | 3 hours | 6* hours | 10 hours |
| What's Included | Initial fault investigation & Self Serve ("How To") assistance. All requests responded to within 24 hours. | Basic problem diagnosis and resolution & general configuration changes | Advanced problem diagnosis and resolution & service management | Proactive service monitoring, management & reporting. Priority support & escalation. | Comprehensive Plan for all our Services. Includes access to senior technicians and account management. |
| CLOUD WEB HOSTINGSHARED | 24/7 Support |
Shared: Essentials Order Now |
Shared: Management Order Now |
Shared: Comprehensive Order Now |
Total Care Order Now |
| PRICE | Included | $55.00 inc | $110.00 inc | $220.00 inc | $1650.00 inc |
| Single cPanel Express Transfer | Turn-Key migrations for a single website | Turn-Key migrations for multiple websites | Priority support and issue escalation. | ||
| Service access and connectivity issues | php.ini and .htaccess configuration assistance | Content Management System (CMS): Resolve security breaches | Vendor support escalation | ||
| Account enquiries | Content Management System (CMS): Basic Support "How to" | Content Management System (CMS): Plugin Install, Configure & Remove | Content Management System (CMS): Perform any requested work | ||
| Licensing assistance | Control Panel (cPanel/Plesk): Configuration & Support | Content Management System (CMS): Settings & Configuration | Content Management System (CMS): Updates & Upgrade scheduling | ||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Diagnose and resolve DNS issues | Business Hours Change Management Windows | Uptime Management: Proactively respond to service down events | ||
| Settings configuration advice | Support and configure DNS settings and nameserver delegation | Advanced problem resolution (<30m/incident): OS, Web Server & Network | Monthly Site Health Reporting (Availability & Performance) & Advice | ||
| Password resets | Diagnose and resolve AutoSSL & SSL issues | Uptime Monitoring | Outside Business Hours Change Management Windows | ||
| Backup & Restore advice | Create, restore and manage backups | Compromised website recovery | Best Efforts Third Party application and web code support | ||
| Initial fault investigation | Basic problem resolution (<10m/incident): Operating System | Database (DB): Repair & Optimise | |||
| Service Restarts | Database (DB): Installation & Configuration | Remote Eyes: Local PC issues in accessing M21 services |
| CLOUD WEB HOSTINGRESELLER | 24/7 Support |
Reseller: Essentials Order Now |
Reseller: Management Order Now |
Reseller: Comprehensive Order Now |
Total Care Order Now |
| PRICE | Included | $110.00 inc | $220.00 inc | $330.00 inc | $1650.00 inc |
| As Above | As Above but for multiple cPanel Accounts | As Above but for multiple cPanel Accounts | As Above but for multiple cPanel Accounts | ||
| Turn-Key migrations based on plan size | Additional Turn-Key migrations included | Full website migrations |
| EMAIL HOSTING | 24/7 Support |
Mail: Essentials Order Now |
Total Care Order Now |
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| PRICE | Included | $55.00 inc | $1650.00 inc |
| Account Management | Push Queued Mail | ||||
| Service access and connectivity issues | Create Distribution Lists, Alias', Forwarders, Contacts & Shared Resources | ||||
| cPanel to cPanel Migrations | SPAM investigation | ||||
| Licensing assistance | Remote Device Access: Email configuration (Business Hours as scheduled by M21) | ||||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Message Tracking | ||||
| Settings configuration advice | |||||
| Password resets | |||||
| Backup & Restore advice | |||||
| Initial fault investigation | |||||
| Service Restarts |
| DOMAIN NAMES | 24/7 Support |
Domain: Essentials Order Now |
Total Care Order Now |
||
| PRICE | Included | $22.00 inc p.a. | $1650.00 inc |
| Settings configuration advice | Diagnose and resolve DNS issues | ||||
| Password resets | Support and configure DNS settings | ||||
| Account enquiries | Assistance with name-server delegation | ||||
| Renewal management | |||||
| Hands-on managed transfers |
| VIRTUAL & DEDICATED SERVERS | 24/7 Support |
Server: Essentials Order Now |
Server: Management Order Now |
Server: Comprehensive Order Now |
Total Care Order Now |
| PRICE | Included | $165.00 inc | $440.00 inc | $770.00 inc | $1650.00 inc |
| Account Management | Push Queued Mail | Content Management System (CMS): Resolve security breaches | Priority support and issue escalation. | ||
| Service access and connectivity issues | Create Distribution Lists, Alias', Forwarders, Contacts & Shared Resources | Content Management System (CMS): Plugin Install, Configure & Remove | Vendor support escalation | ||
| cPanel to cPanel Migrations | SPAM investigation & Custom Rules | Content Management System (CMS): Settings & Configuration | Content Management System (CMS): Perform any requested work | ||
| Licensing assistance | Remote Device Access: Email configuration | Business Hours Change Management Windows | Content Management System (CMS): Updates & Upgrade scheduling | ||
| Control Panel (cPanel/Plesk): Basic Support Includes all "how to" queries | Message Tracking | Advanced problem resolution (<30m/incident): OS, Web Server & Network | Uptime Management: Proactively respond to service down events | ||
| Settings configuration advice | Diagnose and resolve Hypervisor Issues | Uptime Monitoring | Monthly Site Health Reporting (Availability & Performance) & Advice | ||
| Password resets | Operating System (OS): Settings & Configuration | Compromised website recovery | Outside Business Hours Change Management Windows | ||
| Backup & Restore advice | Networking (NW): VLAN configuration, IP Tables & Basic config | Database (DB): Repair & Optimise | Best Efforts Third Party application and web code support | ||
| Initial fault investigation | Application (APP): Supported Apps - Installation & Configuration | Remote Eyes: Local PC issues in accessing M21 services | Operating System (OS): Perform any requested work | ||
| Service Restarts | Operating System (OS): Resolve Security Events | Operating System (OS): Resolve Application Events | |||
| Firewall configuration changes | Operating System (OS): Package Install, Configure & Remove | Customer scheduled Updates & Upgrades | |||
| Add/Remove Resources | Operating System (OS): Resolve System Events | Monthly Services Health Reporting (Availability & Performance) | |||
| Operating System (OS): Performance | Root Cause Analysis | ||||
| Micron21 scheduled Updates & Upgrades | Dedicated Problem Manager | ||||
| Formal Incident Reporting | Application (APP): Third Party - Issue Management (Best Efforts) | ||||
| 24/7 Monitoring: Infrastructure, Server & Network | Third Party Vendor Management | ||||
| Networking (NW): VPN configuration | 24/7 Proactive Issue management | ||||
| Application (APP): Supported Apps - Issue Management | Solution & Network Architecture | ||||
| Application (APP): Third Party - Installation & Configuration | Networking (NW): Advanced Routing: BGP, OSPF & eVPN | ||||
| IRAP Management & compliance maintenance* | |||||
| PCI Management & compliance maintenance* |
*Excludes external charges and licences such as compliance certification, vulnerability scanning, independent audits and penetration testing
| COLOCATION COLO | 24/7 Support |
Colo: Essentials Order Now |
Colo: Management Order Now |
Colo: Comprehensive Order Now |
Total Care Order Now |
| PRICE | Included | $165.00 inc | $440.00 inc | $770.00 inc | $1650.00 inc |
| Server Racking & Deracking | Remote Hands (REM): Hardware installation & Configuration | Remote Hands (REM): Hardware diagnosis & resolution | Remote Management (REM): Third Party DC Colo facilities | ||
| Packaging removal & disposal | Create, restore and manage backups | Operating System (OS): Resolve Security Events | Operating System (OS): Perform any requested work | ||
| Remote Hands (REM): Power Cycles & Equipment Checks | Support and configure DNS settings and nameserver delegation | Operating System (OS): Package Install, Configure & Remove | Operating System (OS): Updates & Upgrade scheduling | ||
| SECURITY APPLIANCES | 24/7 Support |
Service: Essentials Order Now |
Service: Management Order Now |
Service: Comprehensive Order Now |
Total Care Order Now |
| PRICE | Included | $165.00 inc | $440.00 inc | $770.00 inc | $1650.00 inc |
| E.g. DDoS, WAF, Custom FWs | Custom Firewall (FW): Installation & Configuration | DDoS: Custom Layer 7 Signatures | |||
| Custom Firewall (FW): Issue Management |
Proactive Monitoring: We keep an eye on your services around the clock and act on any events.
Total Cover: This plan encompasses all of your services with Micron21’s most comprehensive level of support.
Save You Time and Money: Our technicians are experts across a vast range of cloud products and are also backed by our senior specialists. This saves you from running around or employing your own small IT army.
Regular Patching and Maintenance: We will sit with you to create a maintenance schedule around your business’ operations and design a backup plan to best protect your data.
Monthly Reports: We’ll provide a monthly report to keep you fully informed of any issues and service suggestions. You’ll also enjoy access to our reporting tools if you would like to create adhoc reports when you like.
