Q&A
If you have a contract or you are a CSP customer, but you see only Basic support in the list of available services – please, raise a request to us with the details of the service that is missing, and name of your Noventiq Account Manager. We will verify all the details and revert to you within 2 business days.
Yes, it could happen - since we changed the portal, some of the data might not be available in the Tickets list – especially if you’re looking for the historical data. We have two option how to solve this:
If you have any of the BI Dashboards available for you, you will find tickets history in one of the reports (see the description here – link to Reports section of the KB)
If you don’t have any BI reports yet – you can raise a support request (https://support.noventiq.com/tickets/create) and ask us to export your historical data and share it with you.
You can export tickets to excel file any time you want!
Go to the Tickets list page (https://support.noventiq.com/tickets), and select tickets you want to export using filters – or use Clear Filter button to remove all the filers and export everything. Click the button Export to Excel and the file will be downloaded automatically with the list of tickets that matches the filters you’ve selected with the following details:
Ticket ID
Ticked Status
Subject
Requestor name Priority
Creation date
Closure date (if ticket is closed)
Basic support is the support we provide for all users of Noventiq Support portal. All requests you raise under this Support package will be sent to Platform support team and they will do their best to address all your queries or route your question to the appropriate team. If you see only Basic Support in the list of available services, it means that we don’t have any data on your support contracts or CSP support eligibility.
General
As Cloud Service Provider Noventiq provides its customers with basic support for Microsoft products purchased within CSP agreement.
Support Service includes Incident Support and User consultations. Noventiq assists its customers in case of billing and subscription issues, provide consultations on installation, configuration, and administration-related issues. Noventiq handle escalations to Microsoft of requests such as new subscription creation/quota increase or billing-related issues and concerns. Support with issues related to third-party applications and workloads purchased outside CSP agreement is out of scope.
Support Service is provided from the moment Customer purchased Microsoft products and passed registration on Noventiq Support System. In order to get registered in Noventiq Support system – please, contact your account manager or send an email to mwp-support@noventiq.com with the following details:
Company name
Your Noventiq Account manager name
Location (country & city)
Tenant/subscription ID
Domain name
Contact details (Full name & email address)
Scope
Full scope of the services described in the table below. Support provided in English language only.
Service level | Basic |
|---|---|
On boarding & activation support via Noventiq Subscriptions | ✔ |
Tenant & Subscription Management via Noventiq Subscriptions | ✔ |
Automated Billing and Invoice Payment Services via Noventiq Subscriptions | ✔ |
Incident support & consultations | Email consultations |
Support lines included | L1 |
Support time | 8x5 local time |
Contact method | |
Response time | 8 hours |
Managed escalation to Microsoft Support | Not included |
Advisory support | Not included |
Consultations on installation, configuration, and administration questions | Not included |
Assistance in installations and configuration | Not included |
Reporting | Not included |
Service Manager | Not included |
Assumptions
Client shall designate a person OR persons to whom all Noventiq may be addressed and who has the authority to act on all aspects of the Services.
Unless otherwise agreed to by the parties, Client shall respond within two (2) business days to Noventiq request for documentation or information needed for the Service. If response is not provided in time, support ticket is automatically closed.
Client acknowledges that Noventiq obligation is only to aid Client with respect to the tasks detailed in this Service In-Scope Description, and that such assistance may not result in some, or all tasks being completed.
Client acknowledges that Noventiq is providing Services to assist Client in support of the initiatives and activities described herein and shall not assume any cost or schedule liability.
Client acknowledges that in situations when raised support case cannot be solved within the scope of the CSP Free support, customer will be advised to purchase package of tickets or unlimited support packages.
If you have any feedback or suggestion you want to share with us – please, use New Ticket form (https://support.noventiq.com/tickets/create), or send an email to Noventiq.support@noventiq.com
Noventiq Support