GENERAL SUPPORT

The MICA technical support staff are available by telephone or email during normal business hours of Monday through Friday, 9am until 5pm Eastern Standard Time, as well as for consulting when requested and scheduled. In addition, emergency or after hour support staff are available 24 hours a day, 7 days a week, 365 days a year via cellular telephone. MICA provides uninterrupted network monitoring service and support utilizing custom interface and monitoring tools as well as well-known, reliable tools.

SERVICE MONITORING

Each Internet Data Center (IDC) has a “nerve center” called the Network Control Center (NCC). The entire facility, network and customer systems are pro-actively monitored by the support staff. The NCC utilizes phone + pager + mobile phone + e-mail + web-based notification system escalation methodology, should disasters arise; this ensures quick response by skilled engineers.

MICA has implemented Hewlett Packard’s OpenView and custom network management platforms to monitor each facility on our LAN and WAN. These software tools allow our technicians to monitor specific server processes at an O/S network and application level and take action on events created by these processes. Such actions might include the start and restart of a process or even the sending of a page alert to a customer. Our SupportWeb site allows our clients free, secured access to MRTG utilization statistics on-line, in real-time.

SUPPORT CONTACTS

For service or support issues, customers of MICA can contact our technical support staff and system engineers by calling:

(248) 355-1438, ext. 102…..Help Desk M-F, 9am-5pm EST
(248) 355-1488…………Facsimile
(248) 224-2633…………After Hour/Emergency 1st Line Tech Support
(248) 808-0348…………After Hour/Emergency 2nd Line Tech Support
email support@mica.net for non-urgent support, trouble ticket assignment