Technical Support
Open Support Ticket
Experiencing technical issues or need assistance with our services? Submit a support ticket and our technical team will help resolve your issue quickly. We're committed to providing timely and effective support.
We're Here to Help
Whatever you're running into, from a Microsoft 365 hiccup to a full outage, our Canadian support team is ready to jump in and get you back on track.
- Certified Microsoft 365 & Google Workspace Experts
- 24/7 Coverage for Critical Incidents
- Guaranteed SLA Response Times
- Bilingual Support in English & French
- Dedicated Canadian Support Team
General Contact Info
Prefer to reach us directly? Our team is available during business hours, with 24/7 coverage for critical issues.
Phone: 438-607-5666 EXT:900
Email: support@gigasphere.ca
Locations: Toronto · Montreal · Calgary · Winnipeg
Submit Support Ticket
What To Expect
How Your Ticket Gets Resolved
Your ticket is instantly logged and you'll receive a confirmation email with your ticket number. Our Level 1 team reviews it and classifies it by the priority and category you selected.
You'll receive emails any time your ticket's status changes, including when it's picked up, escalated, or resolved. You can reply directly to any update email to add information.
Priority is based on business impact, not submission order. Critical outages go first with an initial response within the hour; general requests are handled within one business day. See the Response Expectations table above for full details.
Every ticket has an escalation trigger. If it isn't resolved within its window, it's automatically escalated to the next support level, up through our senior engineering and escalation resources, until it's resolved.
Requests flow through our support hierarchy: Level 1 handles intake and first response, Level 2 tackles deeper troubleshooting, Level 3 owns complex or critical incidents, and a Level 4 escalation resource is available for additional engineering capacity. See Support Levels below.
Service Level Agreement
Response Expectations
| Priority | Description | Initial Response | Escalation Trigger |
|---|---|---|---|
| High | Business-critical outage or full service disruption | Within 1 hour | Escalate to L2 if unresolved in 2 hours |
| Medium | Partial impact, degraded performance, or workaround available | Within 4 hours | Escalate to L2 if unresolved in 1 business day |
| Low | General inquiry, minor issue, or non-time-sensitive request | Within 1 business day | Escalate to L2 if unresolved in 3 business days |
Escalation Hierarchy
Support Levels
First Response
- First point of contact for all inbound support requests
- Ticket intake, logging, and initial classification
- Basic troubleshooting and initial resolution attempts
- Clear escalation to Level 2 when issues remain unresolved
Advanced Support
- Advanced troubleshooting and in-depth technical investigations
- Resolution of issues escalated from Level 1
- Root cause identification and interim workaround delivery
- Coordination with Level 3 when deeper infrastructure expertise is needed
Expert Engineering
- Expert-level support for complex system and infrastructure issues
- Ownership of critical incidents and major outages
- Root cause analysis and permanent resolution engineering
- Post-incident documentation and process improvement
Escalation Resource
- Supplemental escalation resource across both Level 2 and Level 3 activities
- Assists with advanced technical investigations when bandwidth is required
- Available for critical incidents requiring additional engineering capacity