MICROSOFT

Go Microsoft 365

We have noticed a fast increase in Microsoft 365 subscription over the last 6 months by a number of companies in PNG. If you are not there yet, reach out to us for quote now.

Microsoft Customer Support Porfile

Solitec ICT Ltd

Microsoft Cloud Solution Provider (CSP) – Indirect Reseller

Company Overview

We are a Microsoft Cloud Solution Provider (CSP) operating as an Indirect Reseller, delivering Microsoft licensing, cloud services, and ongoing customer support through our authorised Indirect Provider / Distributor. Our services support customers primarily in Papua New Guinea (PNG) and the Pacific region, with a strong focus on compliance, security, and operational continuity across Microsoft 365, Azure, and related Microsoft cloud solutions.

Support Mission

Our mission is to provide timely, professional, and transparent support that enables our customers to operate securely and efficiently in the Microsoft Cloud.

Support Scope

We provide customer support for the following Microsoft CSP services:

• Microsoft 365 (Business, Enterprise, Government where applicable)

• Exchange Online, SharePoint Online, OneDrive, and Teams

• Azure subscriptions and resource management

• Security & Compliance (Defender, Entra ID, Purview – baseline support)

• Licensing management, renewals, upgrades, and billing inquiries

Support Channels

Customers can reach our support team through the following channels:

• Email Support: Primary channel for incidents, service requests, and billing queries

• Phone Support: Available during business hours for urgent matters

• Remote Support: Secure remote assistance for troubleshooting and configuration

• Distributor Escalation: Issues may be escalated to our authorised Indirect Provider (e.g. Dicker Data)

• Microsoft Escalation: Managed escalation to Microsoft Support via our Indirect Provider where required

Support Hours

• Business Hours: Monday to Friday, 8:00 AM – 5:00 PM (Local Time)

• After-Hours / Critical Incidents: Available by prior arrangement or for Severity 1 issues

Incident Severity Levels

• Severity 1 (Critical): Service outage or security incident impacting business operations

• Severity 2 (High): Significant degradation of services with limited workaround

• Severity 3 (Medium): Partial issues or user-specific problems

• Severity 4 (Low): General inquiries, requests, and advisory support

Response Time Targets

• Severity 1: Initial response within 1 hour

• Severity 2: Initial response within 4 business hours

• Severity 3: Initial response within 1 business day

• Severity 4: Initial response within 2 business days

Support Process

1. Issue logged via email or phone

2. Ticket acknowledgment and severity assessment

3. Troubleshooting and resolution by CSP support team

4. Escalation to Microsoft where required

5. Resolution confirmation and closure

Customer Responsibilities

To ensure effective support, customers are expected to:

• Maintain at least one Global Administrator account

• Provide accurate and timely information when logging issues

• Ensure licensed and supported configurations are in use

Microsoft Escalation Policy

For issues that cannot be resolved at CSP level, we will manage and coordinate escalation through our authorised Indirect Provider, who will in turn engage Microsoft Support as required. We remain the single point of contact for the customer throughout the lifecycle of the case, ensuring clear communication and timely resolution.

Data Protection & Confidentiality

All customer information is handled in accordance with Microsoft Partner agreements, data protection regulations, and confidentiality best practices.

Continuous Improvement

We regularly review support performance, customer feedback, and Microsoft program updates to improve service quality and compliance.

Contact Information

Customer Support Team
Email: support@solitecpng.com
Phone: +675 70868277

Experts in Azure

We specialize in helping organizations seamlessly migrate their systems to the Azure cloud, whether they require Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS), or a combination of these in a hybrid cloud setup. Our team of experts is well-versed in the intricacies of cloud deployment and will guide you through every step of the process. From assessing your specific needs to designing a tailor-made solution, we ensure a smooth transition to the Azure cloud. With our assistance, you can take advantage of the scalability, flexibility, and cost-efficiency that cloud computing offers. Whether you need to host applications, store data, or streamline your operations, our comprehensive approach will help you harness the full power of Azure and achieve your business objectives.

Complex Migration

Iaas, Paas, SaaS & Hybrid Cloud

Systems Architecture

Virtual Private Cloud

Virtual Machine

Storage

SQL Database

Entra

App Server

WHAT WE DO

RESOURCES

TOOLS

Azure Calculator

Azure Architecture

Azure App Source

Azure Resources

We support PNG Government and department of ICT initiatives toward its Cloud First Policy. We look forward to engaging with Departments, Commissions, Authorities, SOEs in implement Azure Cloud.

NEED A AZURE SUBSCRIPTION?

Why we are different?

We help you build and manage so you do not go out looking for support. We do not hide essential skills required to get you going.