Customer Care

Micron21 has built its reputation by delivering exceptional customer service.

With an average Net Promoter Score (NPS) of 88, we are rated very highly in the world class category for customer service. When you need us, we will be there to help you. Here's some case studies showcasing how we’ve helped our customers when they’ve needed us most.

Included in Every Plan:

Anytime, Everyday Support
We are a 24/7 data centre that is staffed around the clock, every day of the year. We are adequately staffed across all our shifts, to ensure you can reach a support team member as quickly as possible.
Expertise & Commitment
Our staff are experts in all things cloud and technology. Aside from technology service desk, we have specialists across cyber security, networking, infrastructure and solution architecture. We’re committed to solving all your technology challenges.
Australian, Onsite Service
Our service desk and engineers are located at our Data Centre. They have direct access to the tools and services for a speedy resolution to any IT issue. Most service providers are not actually located with your equipment and are often reliant on third parties creating needless complexity and finger pointing.
Service Level Agreements
All plans are backed by a Service Level Agreement (SLA), so you know what to expect each time you lodge a ticket or call in with a service request. Our ticket management solution is based on these SLAs with escalation rules and alerts to ensure someone is always on the case.
Multiple Support Channels
Lodge support requests how you like, when you like. We have several methods to flag your issues depending on your preference including: phone, online, email, live chat and your own customer portal.
Escalation Pathways
To ensure no call or support request goes unanswered, we continuously route requests upwards at Micron21 until it is attended to. This goes all the way up to the Managing Director to ensure we always deliver customer service.

Customer Care that starts with 24/7 support.

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.
 
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CLOUD WEB HOSTING
(SHARED)
24/7 Support Website: Essentials Website: Management Website: Comprehensive Total Care
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 HOSTING
(RESELLER)
24/7 Support Website: Essentials Website: Management Website: Comprehensive Total Care
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     Total Care
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 & Custom Rules      
  Licensing assistance Remote Device Access: Email configuration      
  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        
VPS, VCS & PHY 24/7 Support Server: Essentials Server: Management Server: Comprehensive Total Care
PRICE Included $165.00 inc $440.00 inc $770.00 inc $1650.00 inc
  Account Management Push Queued Mail Content Management System (CMS): Resolve secuirty 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 Newtorking (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

COLO 24/7 Support Server: Essentials Server: Management Server: Comprehensive Total Care
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  
  Escorted Data Centre access by appointment Diagnose and resolve DNS issues Operating System (OS): Resolve System Events Operating System (OS): Resolve Application Events  
  Initial Fault Investigation Diagnose and resolve Hypervisor Issues Operating System (OS): Performance Monthly Services Health Reporting (Availability & Performance)  
  KVM over IP access by appointment Operating System (OS): Settings & Configuration Formal Incident Reporting Root Cause Analysis  
    Networking (NW): VLAN configuration, IP Tables & Basic config 24/7 Monitoring: Infrastructure, Server & Network Dedicated Problem Manager  
    Unescorted Access: Staging Room & Common Areas Networking (NW): VPN configuration Third Party Vendor Management  
      Unescorted Access: Customer Office Space, Kitchen, Rec Room 24/7 Proactive Issue management  
        Solution & Network Architecture  
        Networking (NW): Advanced Routing: BGP, OSPF & eVPN  
        Securely dispose/destroy data or hardware  
        Unescorted Access: Meeting Rooms, Gym, Shower  
SECURITY APPLIANCES 24/7 Support Service: Essentials Service: Management Service: Comprehensive Total Care
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    

Micron21 for Total Care

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.

Come see us for yourself.

Book a tour to our state-of-the-art Tier IV Data Centre

Speak to one of our Australian Based Team now for Secure Cloud Services

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