Customer Support
We provide dedicated technical and administrative support for all our managed cloud and Microsoft 365 customers.
Choose Your Support Tier
All customers receive standard support. Upgrade to premium for around-the-clock coverage.
Standard Support
Included with all plans
Premium Support
24/7 phone support
When We're Available
Standard support issues received outside business hours will be triaged first thing the next business day. Premium support customers can call any time.
What We Support
Our team provides administrative and technical support across the following areas.
Incident Response
- Outage triage and root cause analysis
- Service degradation diagnosis
- Post-incident review and remediation
- Escalation to cloud providers on your behalf
Infrastructure & Reliability
- Cloud infrastructure troubleshooting (AWS, Azure, GCP)
- Monitoring, alerting, and observability issues
- CI/CD pipeline and deployment failures
- Performance degradation and capacity planning
Escalation Process
If we cannot resolve your issue directly, here is how we escalate.
Initial Diagnosis
Our team investigates and attempts to resolve your issue directly.
Vectorised Swarm Review
Complex issues are escalated organisation-wide within Vectorise. We onboard on-demand engineers into the war room at no extra cost to you to resolve critical incidents.
Microsoft Escalation
Platform-level issues are raised directly with Microsoft on your behalf.
Upgrade to Premium Support
Get 24/7 phone access to our senior engineers. Call us to upgrade your plan today.
For standard support, email [email protected]