Contact Number: 0333 003 1701 / 0333 003 1703
Email: support@westcoastcloud.co.uk
We are committed to providing you with the best customer service experience. Our dedicated team is here to assist you during the following hours:
Monday-Friday
8:00 AM - 6:00 PM
Saturday
Closed (Except for P1 cases)
Sunday & Bank Holidays
Closed (Except for P1 cases)
For any assistance outside of these hours, you can reach us via phone at 0333 003 1703 (high priority (P1) incidents only).
Please note: HIGH priority cases can ONLY be raised via Phone Call
Escalation to Westcoast Cloud
Kindly use the below template when raising cases to Westcoast Cloud.
For all escalations to Westcoast Cloud Technical Support, a minimum amount of information that must be provided by the reseller.
This should be considered the minimum information provided to Westcoast Cloud to initiate a support request.
• Reseller name
• Reseller agent name/email address
• Reseller agent telephone number
• Customer (Partner) Name/End customer name
• Tenancy Name (onmicrosoft.com)/ Tenant ID
• Service Affected
• When was the last time the service/product was working?
• When the issue occurred
• A brief description
• Troubleshooting Carried Out
• Screenshots / Attachments
*We are a break-fix team. Therefore, Root Cause Analysis (RCA) and scripting of PowerShell commands are out of our Support Boundaries Per ticket, we will solve one issue for one device/user at a time. Additional issues outside of the support request/scope will be closed or support will be provided as best endeavours.
Service Levels
The call priority will determine the service levels, as follows:
| Priority | Response Time |
|
High Priority (P1) A service that has a critical impact to business operations A breached account where security of the environment may be compromised (i.e. Global Administrator account) A service that was previously working is no longer working for ALL users. |
2 Hours |
|
Normal Priority (P2) A service that has a non-critical business operation or a workaround is available. A service that was previously working that is no longer working for some or one user(s) |
4 Hours |
|
Advisory A business operation having no current business impact, service question, training, or technical pre-sales consultancy |
Next Business Day |
As calls may be passed to a third-party provider to resolve, Westcoast Cloud is unable to guarantee a resolution time with our service levels.
Overview of Technical Support Model
The support model is designed for the reseller to provide the best possible level of service to their customers for support. Here’s how it works:
Not included in the Technical Support Model
The technical support team cannot support any services that are not included within the scope of the support agreement with the vendor (Break-Fix Support)
Where a case is escalated to the technical support team, clear expectations will be set.
Where a case is outside of the scope of support, the case will be closed or treated as an attempt to resolve the case on a “best endeavours" basis.
Examples (but not limited to) of out-of-scope issues and enquiries are provided below.
- Localised network issues
- DNS management/change
- Apple & Android specific issues
- Root cause analysis
- Office application issues (post-activation)
- Operating systems issues
- Visual Studio cases
- Partner Centre-based issues.
Call Prioritisations
Calls for cloud services are prioritised in the following way:
| Priority | Incident Type | Methods |
| High Priority (P1) |
Service Interruption affecting all End Users on a tenant(s). Business Critical |
Phone call |
| Normal Priority (P2) | Service Interruption affecting one or more End Users | Phone call, email, Westcoast Cloud Help centre |
| Advisory | General Education or How-to query | Phone call, email, Westcoast Cloud Help centre |
- P1 Cases (Phone Call > Email to provide the required information)
- P2/ Advisory Cases (Email > Use “Escalation to Westcoast Cloud” template as reference point)