Support
mpower takes support very seriously, and will ensure that all issues are handled professionally, promptly and that communication is provided to our clients, every step of the way. Please include the following information: Name, Company Name, Contact Number, Date & Time, Detailed Description of Issue, (Please include screen shots of any error messages or relevant information).
To submit a support trouble ticket, please click on the appropriate Level
| LEVEL I support is in place for issues that are considered not critical to daily operations. LEVEL I issues are typically initiated within 5 business days or less, depending on the nature of the issue. |
| LEVEL II support is in place for issues that inhibit daily business operations and require prompt attention. The issues will be initiated within 1 business day or less, depending on the nature of the issue. |
| LEVEL III relates to any and all mission critical issues that severely disrupt daily business operations and require immediate attention. LEVEL III issues are considered first priority and will be initiated within 4 hours or less. |
***Note – Choosing an inappropriate tier for your support issue may result in the de-escalation of your issue in the support queue. Additionally, support issues that require 3rd party involvement, such as hardware or software manufacturers, may impact or delay resolution of the issue.