Support

What happens when you log a ticket.

Support is the part of the service you touch every week, so it is worth being specific about how it works.

How to reach us

support@mockmsp.com

Creates a ticket instantly with an acknowledgement and a reference.

+31 6 39413665

For anything that stops people working. Answered by an engineer, not a switchboard.

portal.mockmsp.com

Track open tickets, approve changes and view your documentation.

Mock MSP support app

Raise and follow tickets without leaving Microsoft Teams.

Out-of-hours support is available as an add-on with a defined on-call rota.

Priorities and response targets
Priority	What it means	Response	Update cadence
P1 — Critical	Multiple people cannot work, or a suspected security incident.	Within 30 minutes	Hourly
P2 — High	One person blocked, or a system degraded for many.	Within 2 hours	Twice daily
P3 — Normal	A problem with a workaround, or a standard request.	Same working day	Daily
P4 — Scheduled	Onboarding, changes and planned work.	Within 2 working days	On completion

Indicative targets. Actual targets are agreed per client and written into the service agreement.

Tell us where things currently slow your people down. We will tell you honestly whether we are the right partner for it.