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.

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 questions related to the operability of Microsoft products. Noventiq handle escalations to Microsoft of major incidents such as new or undocumented issues, code defects, or service availability issues that are within Microsoft’s control. 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 Portal.

Service level	Basic
On boarding & activation support	✔
Tenant & Subscription – related questions	✔
Automated Billing and Invoice Payment Services (Active Platform)	✔
Support time	8x5
Contact method	Email, ServiceDesk
Severity-based Response time	2/4/8/8 hours
Corrective Support	Consultations, remote connection
Managed escalation of incidents to the Microsoft Support Service	✔
Support lines	L1
Advisory support	✔
Assistance in installations and configuration/Implementation support	Not included
O365 Portal / Azure portal Credential Sharing	Not included
The number of requests to resolve	Unlimited
Reporting - support	Not included
Service Manager	Not included

If you have any feedback or suggestion you want to share with us – please, use New Ticket form, or send an email to Noventiq.support@noventiq.com