Mimecast Customer Care - Raising a Case

This guide describes how you can raise a Technical, Account, or Security related Support Case with Mimecast.

Considerations

• Only System Administrators can create Technical Support Cases.
  Business Contacts can call the Concierge Account Support team (Option 2) when reaching out to Mimecast for additional assistance.
• Have your Mimecast ID ready. If you cannot access Mimecast services and need to contact Support, having your Mimecast ID beforehand will allow you to proceed with the call.
  Where to find your Mimecast ID:
  • Email Security Cloud Integrated: Select your avatar (in the top-right corner), and it appears in the drop-down.
    It's also shown under Configuration | Account.
  • Email Security Cloud Gateway: Select your avatar (in the top-right corner), then Account and Support Details.
    It's also shown under Account | Account Settings.
    

    Mimecast ID is required to reach Technical Support.
    Mimecast ID is not required to reach Concierge Account Support.

• If you are unable to access your Mimecast ID, contact Concierge Account Support for assistance.

Raising Priority Cases

Case initial response SLAs are determined by the Support Package you have purchased. In the unlikely event that you need to raise a priority 1 support case, we will respond to the priority 1 support cases made by one of your designated contacts on a  24 hours a day, seven days a week, and 365 days basis.

Priority 1 support cases are as follows:

•    Suspected data loss.
•    Critical mail delays / Mail flow outage.
•    Unable to access Administration Console.
•    Reporting security issues.  

Phone Case Routing 

• All calls are routed to our Front Line Support team, who will assess your issue and open a case. They will then forward your ticket to a specialist team for further action, such as scheduling a call or reviewing a solution.
• Queue Call Back allows you to avoid waiting on hold; this will save your spot in the queue, and we will call you back when we reach you in the queue.
• After Friday 12:00 PM (EST), hold time increases to 30 minutes.
• When requesting a callback, we will use the number you dialed. If you want a callback on a different number, you can enter it followed by the # key.

Please save the following numbers so that they are not blocked or ignored: 

AU [phone]
DE [phone]
NA [phone]
UK [phone]
ZA [phone]

Mimecast will call back with the number that is based on your Mimecast hosting jurisdiction. For example, if the Mimecast account is hosted in the US then you will receive a callback from the US support line. 

Authentication

Direct Customers

You can authenticate directly from the Mimecast Administration Console, or Mimecast Email Security Cloud Integrated, by using the following steps:

Mimecast Administration Console

1. Log in to the Mimecast Administration Console.

2. Navigate to the user icon in the top-right corner, then click on Contact Support.

Mimecast Email Security Cloud Integrated

1. Log in to  Mimecast Email Security Cloud Integrated.

2. Navigate to the user icon in the top-right corner, then click on Help & Support.

 

MSP Partners

You can navigate to the Support Portal, by using the following steps:

Mimecast Partner Portal

1. Log in to the Mimecast Partner Portal.

2. Navigate to Menu | Customers.

3. Select In Progress, search for the customer you wish to raise a Support Case on behalf of, and click on Admin Console, or Email Security CI, depending on the customer.
   

   For partners managing over 300 customers; if the customer's name is not in the drop-down, please enter it in the Submitting on behalf of  field when submitting the ticket.yyy

4. To access the Support Portal:
   
   • Mimecast Administration Console: Navigate to the user icon in the top-right corner, then click on Contact Support.

• • • Mimecast Security Cloud Integrated: Navigate to the user icon in the top-right corner, then click on Help & Support.

Raising a Case

You can view a video tutorial on how to raise a case:

Video Tutorial for Direct Customers

Video Tutorial for MSP Partners

You can create a Support Case by using the following steps:

Raise a Case

1. Navigate to the Mimecast Community Portal.
   
   
    
2. Click on Mimecast Support where you will have two options to choose from: Raise a Support Case and Check Existing Requests. 
3. Select Raise a Support Case:
4. Select your Support Case type from the drop-down menu.

• I have an account or general question: For non-technical issues, e.g., Licensing, or Account maintenance.
• I need technical support regarding a product: For technical issues.
• Report a security issue (False Positive/Negative, Compromised Email, Threat Intelligence, Web Security Recategorization): For general issues relating to false positives / false negatives, URL re-categorization, or spam outbreaks.

Displayed fields depend on whether you are a Direct Customer or an MSP Partner (who will see an additional GRID selection field).

4. In the Submit a Request form, enter as much detail as possible, then click on Submit.
   The more details you provide, the quicker we can begin investigating, addressing your issue, and delivering a better support experience.
   
    
5. Click on  Submit.
6. You can also view existing or old cases by clicking on Check Existing Requests from the Support Portal, which will allow you to view tickets raised by yourself or opened by your organization:

Mimecast Support retains troubleshooting logs for 14 days. Cases raised after this period may be inconclusive.

Submit A Request - Form Fields

Field	Mandatory	Applies To	Issue Type	Description
CC	No	Everyone	All	Enter an address to Cc the request to.
GRID	Yes	MSP Partners	All	Select the Grid you are raising the ticket for.
Topic	Yes	Everyone	General	Select the Non-Technical Case Reason from the drop-down menu.
Product Area - Case Reason	Yes	Everyone	Technical, Security	Select the Product Area / Case Reason from the drop-down menu. Please remember to check the tickbox to acknowledge that you have provided Samples, as requested.
Paste Complete Header Information	No	Everyone	Security	Paste Complete Header Information into this field. This is normally a minimum of 30 lines. You can also attach this as an EML file.
Subject	Yes	Everyone	Technical, Security	Enter a Subject for the case. This will be the main title that appears when the case has been created. Knowledge Base Article recommendations are driven by the keywords input in the Subject field, so do check out what is being recommended to you – the solution to your problem or answer to your question may be right there without needing to submit the case.
Description	Yes	Everyone	All	Please provide as much detail as possible describing the question or problem you are having, what you’re trying to achieve, and the details of troubleshooting steps you’ve taken so far (limit 32000 characters).
Attachments	No	Everyone	All	You can attach files that are relevant to your case, including screenshots.

See Also...

• Mimecast Customer Care - Information to Expedite Support Cases
• Mimecast Customer Care - Support Hub Access And Available Actions
• Mimecast Customer Care - Support Hub Account Contacts