Mimecast Customer Care - Support Phone Service Improvements - Mar 2024

Updated January 02, 2026 14:48

Service Update

Availability	March 15th, 2024
Product(s)	All Products
Who's affected	All Mimecast Customers

Overview

Mimecast is thrilled to share some exciting updates regarding the continued evolution of our 24/7 critical phone support processes. We're constantly striving to improve our services and provide the best possible experience for our customers. With that goal in mind, we're implementing significant changes to ensure prompt and efficient support when you need it the most.

Considerations

Ensure you have your Mimecast ID ready before calling as this can only be accessible within the Mimecast Administration Console. If you cannot access Mimecast services and need to contact Support, having your Mimecast ID beforehand will allow you to proceed with the call.
If you are unable to access the Mimecast ID using the Mimecast Administration Console, contact your Account Manager for assistance in obtaining the information.

What's changing

Moving Away from Third-Party Answering Services

One of the key improvements is a transition away from third-party answering services. Our customers have not had a great experience with these services, and we believe that direct communication is essential for delivering exceptional support. Therefore, instead of depending on intermediaries, we're streamlining the process by capturing voicemails on the weekends, linking them to a case with customer information and enabling our engineers to directly reach out to our customers. This eliminates latency in getting the information to Support and ensures the correct, customer-provided information is received 100% of the time. During the business week you will still be able to access our call-back options.

Generating Support Tickets for Voicemails

When you leave a voicemail with our support line during weekends, rest assured that your message will be promptly addressed. Each voicemail will automatically generate a support ticket, ensuring that your issue is logged and acknowledged without delay. Your organization’s Mimecast ID will still be required to ensure your ticket includes all the necessary information while still being accessible through Mimecaster Central, for ticket tracking purposes.

See Raising a Case.

Swift Response within One Hour

Upon the creation of a support ticket from your voicemail, our dedicated team will swing into action. We're committed to providing timely assistance, which is why we guarantee a call back within one hour. This streamlined approach minimizes waiting times and allows us to address your concerns swiftly and effectively.

Leveraging Our Global Support Team

By embracing this new process, we're harnessing the expertise of our global support team more efficiently. Regardless of your location or the time of day, you can count on us to be there when you need assistance. Our team members are equipped with the necessary information and resources to resolve your issues promptly.

Recommended actions

Nothing needs to be done as a result of these changes.

At Mimecast, we understand the importance of responsive and reliable support. These enhancements to our weekend phone support process reflect our unwavering commitment to your satisfaction. We're confident that these changes will further elevate your experience with our services as we continue to evolve our services to meet our customer’s needs.

Should you have any questions or require assistance, please don't hesitate to reach out to our support team. We're here to help, 24/7.