Getting support from Global Micro Solutions.

Yes — email is always available. The Helpdesk processes emails during Coverage Hours (Working Hours for Bronze and Silver, Extended Working Hours for Gold, 24×7 for Platinum P1/P2). Your email will be picked up at the start of the next Working Day for Bronze plans.

Nominate multiple Technical Contacts (there is no limit). Update the list as people change roles by emailing support@globalmicro.co.za. If your only nominated Technical Contact is unreachable, your support call may be delayed until you can confirm an authorised contact. We recommend at least two Technical Contacts and quarterly review.

Per the MSA (clause 5), only nominated Technical Contacts can log support calls. This is to prevent unauthorised changes to your environment. End users with issues should contact your Technical Contact, who will then escalate to GMS if needed.

Respond means we acknowledge the ticket, assign it, and begin investigation. Plan means we provide a written plan of action and our initial assessment. Workaround means we provide a temporary way to continue working while we engineer the permanent fix. Fix means the issue is permanently resolved. For Priority 1 issues, the response (within 2 hours) is faster than the workaround (within 4 hours) is faster than the permanent fix (within 15 business days).

Per MSA clause 15.1.2, we must be able to reach you immediately to keep work moving. P1 and P2 issues often need clarification, configuration changes, or test confirmation we cannot do without your input. If we cannot reach you, your ticket may be reduced to Priority 4. For Priority 3, 4, and 5 we work asynchronously — email and ticket updates are sufficient.

A few possibilities: your plan may be Bronze or Silver (after-hours codes only apply to Gold and Platinum); you may be on Gold and it is outside Extended Working Hours (before 06:30 or after 21:30 SAST, weekends, or public holidays — Gold only covers Extended Working Hours); you may be on Platinum but typed the code incorrectly (verify with your account manager); or you may be on Platinum and the code is correct — contact us at support@globalmicro.co.za and we will investigate.

Our Helpdesk is based in South Africa, with extended-hours coverage during SAST business and extended hours. Response times are measured during Coverage Hours of the support team, not the customer. For Platinum 24×7 cover, this distinction does not matter — the team is available continuously.

It depends on how your contract is structured. Often each subsidiary or operating company has its own MSA and its own support plan. If you are not sure, contact your account manager or check your contract addenda. Each MSA has its own Technical Contacts and entitlements.

Yes — if the impact of an open issue escalates (for example a P4 intermittent issue becomes a P1 service outage), notify the Helpdesk immediately by phone. The Helpdesk will reclassify the ticket and the new Priority’s response and coverage rules will apply from that point.

For Gold and Platinum customers calling outside Working Hours, the +27 11 731 0600 number transfers to an after-hours emergency Helpdesk specifically for Priority 1 and 2 incidents. Priority 3, 4, and 5 issues raised outside Working Hours are accepted but will not be worked on until the next Coverage Hours window.

Per MSA section 16, failure to meet the Response Time Commitment entitles the customer to a Service Credit on the next billing cycle. The credit amount depends on tier and severity of breach (see MSA clause 16 for details). Service Credits are the customer’s sole remedy for SLA Response Time breaches.

The Master Services Agreement (Annexure A) at globalmicro.co.za/contracts/annexure-a-master-services-v10-13.pdf contains the full legal terms. This page translates the operational parts into plain English; the MSA is authoritative if there is any conflict.