Client support
Service Desk Guide
How to reach MicroNet Global support, what we cover, how we prioritise your requests and what to expect at every step. Choose your region below — the desk numbers differ, everything else is the same.
Select your region
Service Desk Guide — UK & Europe
PDF · 9 pages · 150 KB
For venues and offices supported by the Watford service desk.
Service Desk Guide — US & Canada
PDF · 9 pages · 151 KB
For venues supported by the New York and Toronto desks.
Service Desk Guide — UAE & Middle East
PDF · 10 pages · 161 KB
For venues supported by the Dubai service desk.
Inside the guide
Six sections, and the answers clients ask for most
Every regional edition covers the same ground. Only the service desk numbers change.
How to access support
Phone, email and remote session — and when to use which.
What we support
The everyday IT your business depends on, and where the boundaries sit.
Priority levels and response times
P1 to P4, what qualifies as each, and what to expect.
Provisioning and account requests
Starters, leavers and changes, and the detail we need to action them.
On-site visits and escalation
When an engineer attends, and how something complex is escalated.
Frequently asked questions
The questions the desk is asked most often.
Call the desk
Your region’s number is in the guide, and in the bar at the top of every page.
Email a ticket
Write to [email protected] any time and you’ll get a confirmation with your reference.
Remote session
An engineer can connect to your machine when a fix is faster done than described.
Talk to us about supporting your estate
The same desk, the same guide, wherever your venues are.