Your Cloud Support Hub
Whether you’re troubleshooting an issue, need technical advice, or just want to speak to someone who gets it, we’re ready to help. This is your go-to guide for getting the support you need.
We’ve got your back
We believe great technology should come with even better support.
Our UK-based cloud support team keeps things simple— no jargon, no hoops. We focus on what partners actually need: fast replies, real people, and clear answers.
It’s all part of our promise to help you grow, stay productive, and feel confident every step of the way.
How we can support
First-line support
Your go-to team for cloud issues
Quick responses
Calls and outbound help when needed
Clear
updates
Always in the loop on your cases
Specialist support
Focused, plain language
help
Here when it counts
Weekday and out-of-hours help
We’re specialists, not generalists
Our support teams are split into product-focused groups; Modern Workplace, Backup & Security and Email, so you always speak to someone who knows your tech inside out.
Email Team
Handle support queries related to Exchange and email services, including third-party tools like Exclaimer.
Backup & Security Team
Support backup and/or security solutions, such as Acronis Cyber Cloud and Bitdefender.
Modern Workplace & Azure Team
Focused on Microsoft’s Modern Workplace portfolio, plus Azure.
How we prioritise your tickets
Every ticket matters. We treat each request with care, knowing how important it is to you.
Urgent issues – outages, security concerns or anything business critical go straight to the top of the queue.
Everything else is handled swiftly via a queue, ensuring nothing is missed and every partner gets the help they need.
We keep you updated so you know what’s happening and when to expect a resolution.
Help us help you – faster
The more you tell us upfront, the quicker we can get things sorted. Before you raise a ticket, here’s what’ll really speed things up:
Handy info to have ready:
- What you’ve already tried: Let us know what steps you’ve taken so far.
- Screenshots: A picture’s worth a thousand words!
- Who’s affected: Is it you or the whole team? Names and emails help us pinpoint the problem.
What info we need to verify you:
- Your partner business name
- Primary contact name, email or phone number
- Giacom account number (e.g. mex123456)
- MPN ID or last/current billing amount
How to reach us
Check the Knowledgebase first!
Our Knowledgebase is available 24/7 with helpful guides, answers to common questions, and troubleshooting tips.
It’s often the quickest way to find what you need. You can find it in the Resources section of Cloud Market. And of course, if you still need support, our team is always here to help.
Our support hours
8:30 – 17:30
Monday to Friday
Out of Hours (OOH)
Critical support only
FAQs
We’re around Monday to Friday, 08:30–17:30 (not including bank holidays).
If something critical comes up after hours, raise an Emergency Support Ticket and an on-call engineer will be in touch within 1 hour.
We aim to sort your issue as quickly as possible:
- Standard priority: Sorted within 8 business hours
- If we flag as high priority: We’ll aim to fix it within 4 business hours
Emergency tickets (out of hours): We’ll give you a call within 1 hour to talk it through
If you think there’s a security issue, please call or contact us on LiveChat straight away.
We’ve got your back when it comes to security.
- We always verify who we’re talking to before sharing anything sensitive
- Info is collected securely—never over plain text—and stored in a self-destructing field that’s wiped once your ticket’s sorted
- LiveChat and support tickets are locked down and only accessible via your authorised portal account
We’ll never ask for passwords in plain text. If we need one, we’ll use a secure message or phone call (with recording turned off), and everything’s handled in line with GDPR.
Yep! Our Knowledgebase is packed with handy guides for common issues, setup help, and more–available whenever you need it.