Excel Micro, LLC – Technical Support Department Overview
We are excited to be working together with your team. Our goal is to provide you with an experience unlike any other distributor. Excel Micro’s valued clients all receive access to our in-house technical support department which can be reached by phone, email or through our knowledgebase portal. Emergency off hours support is available.
Each technician has completed extensive training on the products distributed through Excel Micro. By priding ourselves on our customer service and knowledge of our industry, clients have the ability to work one on one with our team and are not just provided a link to an administration guide.
In order to be sure you are getting the best service possible from our team, we ask that you follow our simple processes. We are constantly looking at innovating and developing ways to further improve on our program.
Please check in with our team to see if any changes or additions have been added to our processes.
Excel Micro’s in-house Technical Support Department is available by phone or email during normal business hours and also offers a knowledgebase portal that is accessible 24x7. All phone, email, and ticket communications will be issued a case number for reference. Resellers must contact Excel Micro directly on behalf of their end user clients.
Normal business hours are Monday through Friday 8:00am-8:00pm ET except on US Federal Holidays found here: http://www.opm.gov/policy-data-oversight/snow-dismissal-procedures/federal-holidays
Contacting by Phone
877-466-7726, follow the prompts
Low Priority – less than 4 hours
Medium Priority – less than 1 hour
High Priority (Emergency) – Immediate response
Contacting by Email
Submit a Ticket – http://support.excelmicro.com
(click submit ticket button)
Email – support@excelmicro.com
24 hour response time
Outside of normal business hours (Monday through Friday 8:00am-8:00pm ET) and on US Federal
Holidays
Contacting by Phone
877-466-7726
1 hour response time
High Priority (Emergency) will receive an immediate response.
Low Priority cases may be deferred until the next business day at Technicians sole discretion.
$75 per incident fee for phone support if support is provided by technician www.ExcelMicro.com
877-4-No-Spam

Excel Micro, LLC – Technical Support Department Overview
Contacting by Email
Submit a Ticket – http://support.excelmicro.com/ (click submit ticket button)
Email – support@excelmicro.com
Response time – Next Business Day
Excel Micro offers a knowledgebase that is accessible anytime. Within the knowledgebase portal you will be able to submit and track tickets, access troubleshooting documents, administration guides, vendor alerts and more. Knowledgebase Portal - http://support.excelmicro.com/
Our partner portal, https://portal.excelmicro.com
, is a centralized management tool that allows you to pull monthly actual usage reports, view contract details, perform migrations, and much more. The partner portal is built for our resellers on our Universal Service Agreement. Resellers using NuvoConnex will continue to use NuvoConnex unless they convert to the Universal Service Agreement or until they are otherwise informed. For more information on our partner portal please contact the sales team, sales@excelmicro.com
.
When communicating with a technician on any open case please always refer to the case number that was originally provided. This will quickly expedite the process and make your experience with our team even better.
In the event that a reseller submits a Support Request to Distributor by email during normal business hours and Distributor does not respond within 48 hours, Client should immediately contact Distributor by phone. Client must provide the Ticket ID created with the initial ticket.
Excel Micro clients have exclusive access to our multi-vendor migration tool. The migration tool allows you to currently migrate any Google Message Security (Postini) and McAfee SaaS Email Security account to our other email security solutions. Our tool will migrate all users, aliases, domains, individual and global approved and blockers senders, and IP addresses to the new platform. Resellers will be responsible for changing clients MX records and IP ranges after the account has been migrated.
Resellers are also responsible for removing the account from their original solution after they have been migrated. Our migration team can assist with your migrations anytime. Migrations will never cause any interruption to email or filtering. Migrations may take up to 2 business days. www.ExcelMicro.com
877-4-No-Spam