Mimecast Customer Care - Support Case Routing - Oct 2023

Service Update

Availability	Case Routing: Live Phone Updates: End of October 2023
Product(s)	All products
Who's affected	All customers

Overview

Mimecast is pleased to announce changes to handling support cases and calls to provide a better customer experience.

Why are we changing, and what is the benefit?

• We want to improve the resolution time, and this can be done by ensuring the case is routed to the correct specialist team.
• If more customers are using the online case logging portal, this will free up the phone lines for critical support needs, which can be resolved quickly.
• Utilizing the phone triage team will ensure that our Support Engineers can focus on resolving online cases efficiently and cases can be routed to the appropriate specialist team. 
• There will be an improvement to the overall customer support experience.
• See Raising a Case, to correctly categorize support cases and avoid unnecessary delays.

Considerations

• Ensure you have your Mimecast ID ready before calling, as this can only be accessed 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

Online Case Routing

• With the current Support POD system, one of the significant improvements includes online cases being routed directly to a team of specialists for the selected product area.
• When customers open the case online, it is directly routed to the specialist team.
• See Raising a Case, to correctly categorize support cases and avoid unnecessary delays.

Phone Case Routing 

• From the end of October, all phone calls will be routed to our triage team, who will assess and open a case for you. They will then route your ticket to a specialist team to address the next steps, whether scheduling a call or proactively reviewing a solution to your needs.
• Phones are moving towards critical support needs. A new functionality called Queue Call Back will be introduced, which means customers no longer need to wait on hold as we will call them back.
• Queue Callback is available Monday - Friday 12:00 PM (Eastern Standard Time), with on-hold time set at 15 Minutes, after which the caller will be added to the Queue Callback.
• After Friday 12:00 PM (Eastern Standard Time), the call hold time will be extended to 30 minutes, after which our voicemail service will trigger and generate a case.

New Phone Routing Options

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

Recommended actions 

• We encourage customers to open cases online and only use phone calls for critical support needs.
• Review the case category list here to categorize support cases and avoid unnecessary delays.
• Customers are also encouraged to be mindful and save the following numbers to avoid blocking or ignoring them.

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.

See Also..

• Mimecast Customer Care - Raising a Case