Support

Where ever you are in the world, you have access to our extensive network of global service consultants via telephone or email. Our team will provide you with the support you need to maximise the return on your software investment.   With 14 global locations and a multi-lingual team, Micromine is equipped to support you in your country and your language.

When you contact us for support with an incident, we will email you within one business day acknowledging your request and supplying you with a tracking number. Our service team will then contact you in a timely fashion to provide the assistance required. If you need to know how your request is progressing, you can contact us quoting the tracking number that was initially supplied to you.

For software support incidents

• Global support – telephone and email
• 5 days a week, Monday to Friday 8am to 5pm local time
• Online assistance using GoToMeeting we can work with you to identify the issue and help resolve it

Logging cases

To help us promptly resolve your incident, please provide the following information when requesting assistance:

• Product and Module
• Licence number
• Description of the incident, including:
  • Frequency of incident occurrence
  • Number of users affected
  • What you were trying to achieve when the incident occurred
  • The activity conducted at the time of the incident
  • The time the incident occurred

• Any available screen shots or example files.

For CRITICAL incidents - PITRAM/ DOME users

As a PITRAM or DOME user, you have access to after business hours support for critical incidents. A critical incident is one that is essential to your mine site’s operation. We aim to respond to your request within one hour, and will continue to work on the issue until a permanent resolution is implemented, or a temporary measure is found to keep your system operational.

• Global support – telephone and email
• 7 days a week, after hours (local business hours)

To source the direct phone number for critical after hours support, please refer to your PITRAM/ DOME weekly report, or contact the services desk during business hours.