Microtech Support Guidelines

Prepare your request.
Make the session productive.

Create a support ticket first. If a quick response is required, send a WhatsApp message to the helpdesk on +230 5 801 7836. Clear details and your ticket reference help us route the request to the right department.

Create a Ticket Support Contacts

1. Submit a Clear Request

Submit your request through Create a Ticket. The ticket is the primary record for your issue and follow-up.

Describe the issue and the steps leading to it
Include screenshots and relevant error messages
Identify the affected application, cloud service or equipment, together with the company and user
State the priority and explain the business impact
If a quick response is required, message the helpdesk on +230 5 801 7836 with your ticket reference
The helpdesk receives WhatsApp messages only — no voice or WhatsApp calls
The helpdesk forwards requests to technical services, software support, training or the relevant department
Wait for the team to acknowledge and coordinate the request

2. Prepare Remote Access

Have TeamViewer or AnyDesk available before the session.

Use the remote-support tool agreed with the support team
TeamViewer may also be available through Sigma Panel
Share the session ID with the assigned agent through the agreed channel
Be ready to approve the incoming connection

3. Stay Available During the Session

Your cooperation helps the agent investigate and confirm the result.

Remain at your computer and reachable through the channel agreed with the assigned agent
Let the agent demonstrate, investigate and test
Avoid using the same computer for unrelated tasks during the session
Tell the agent before stepping away
If the session cannot proceed, the request may need to be rescheduled or requeued

4. Coordinate with Your IT Team

Installation, configuration or updates may require administrator access.

Arrange for your IT contact to be available where required
Confirm that the necessary access can be provided during the session
Plan computer replacements or Windows reinstallation with us in advance
Book installation assistance ahead of the day you need the new computer

5. Keep Follow-up Together

Use the same ticket for updates about an existing issue.

Quote your ticket reference when contacting support
Provide the results of any checks requested by the agent
For a quick response, send the helpdesk a WhatsApp message with the ticket reference and business impact
Avoid direct calls to individual team members and do not call the helpdesk
Reserve +230 5 257 6891 for top-priority escalation by WhatsApp message only
Use +230 5 801 7836 for routine requests and urgent follow-up

Remote-support tools

If the agreed tool is not already available, use the official vendor download page and prepare it before your support session.

Prepare your request.Make the session productive.