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.

We also have a dedicated forum for support also. You will likely find an answer quickly in the forum without needing to open a support ticket.

Vancouver, Canada Elko, Nevada, USA London, United Kingdom Johannesburg, South Africa Perth, Australia Brisbane, Australia Ankara, Turkey Moscow, Russian Federation Jakarta, Indonesia Beijing, China Almaty, Kazakhstan Chita, Russian Federation Ulaanbaatar, Mongolia Khabarovsk, Russian Federation Krasnoyarsk, Russian Federation

For software support incidents

MICROMINE offers excellent support for Annual Licence Members:

  • 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

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.

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.

Phone Support

Australia +61 (0)8 9423 9090
Canada +1 (604) 646 8924
China +86 (10) 5907 0556
India +61 (0)8 9423 9090
Indonesia +62 (21) 7590 5333
Kazakhstan +7 (727) 227 90 73
Mongolia +976 7011 3889
Russia +7 (495) 665 46 55
South Africa +27 (0) 87 150 7580
Turkey +90 (312) 241 5571
UK +44 (0) 20 3176 0091
USA +1 (775) 777 1330 (for Pitram)
or +1 (604) 646 8924

For CRITICAL incidents - Pitram or 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.

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

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