Basic | Standard | Premium Include support for Micetro software, appliances and connectivity to underlying services | Elite include support for Micetro software, appliances and connectivity to underlying services | |
|---|---|---|---|---|
Online self-help resources | ||||
Access to ticket portal (visibility to all tickets) | ||||
Onboarding session | ||||
Micetro related incident/request | 5 hours | 10 hours | 20 hours | 40 hours |
Critical response time | 2 business day | 1 business day | 1 hour (from receiving page) | 30 min (from receiving page) |
Non-critical response time | 2 business day | 1 business day | 1 business day | 1 business day |
24/7/365 support Micetro incidents | - | - | ||
Annual session with Men&Mice Technical Expert | - | - | ||
Annual business reviews | - | - | ||
Case prioritization | - | - | - | |
Regular status meetings (upon request) | - | - | - | |
Third-party collaborative support | - | - | - | |
Feature request tracking | - | - | - | |
Access to beta releases of future products | - | - | - | |
Post incident reports/RCA (if Micetro related) | - | - | - |
Professional services.
Men&Mice works together with businesses to provide modern solutions for real-life challenges. Customer feedback is handled in a personal fashion and directly integrated into product features.
Outstanding customer support, from proof-of-concept to feature development to troubleshooting and training is at the core of our business.
Human communication
Every query is answered by a knowledgeable and friendly human being, not automation or form responses.
Flexible support levels
Just like our software, support services also adapt to your needs and circumstances.
With you from the start
Our Customer care team works with you from a preview demo to a successful live deployment.
Elevate your skills
For over 20 years, the Men&Mice training courses have helped numerous businesses run their networks better.
Frequently asked
questions.
Support services
Support plans include support for Micetro software, appliances and connectivity to underlying services.
Professional Services and Consulting
Men&Mice offers additional professional and consulting services. All services are scoped and rendered upon resource availability and mutually agreed upon scheduling.
Micetro professional services
Stop-gap capability scripting (reading data into Men&Mice only)
Tool adoption
Assistance with API coding
Data migrations from other vendor solution
Data migrations to Micetro appliances
Micetro configuration recommendations
Automation and integration planning and development
Non-Micetro related consultancies
Offered to active Micetro Customers
Stop-gap Platform data migrations
Platform upgrade assistance
DDI data analysis and cleanup
DNS/DHCP troubleshooting (multiple platforms)
DNS/DHCP virtual team member for projects
Architectural reviews
Architectural recommendations based on DDI best practices
DDI environment audit
Third party collaborative support
DDI expert for projects
Assistance with migration plans and strategies
Not sure if your needs fall within our services?
Contact a Customer Service Manager today.
