Support, run by the people who run your security.
One desk for everything Megalodon delivers — cloud subscriptions bought through us, Akula, Hammerhead and the MEG managed services. You reach a responder, not a queue.
- [email protected]
- Phone
- +52 624 184 7089
- Hours
- Mon–Fri 08:00–18:00 Mountain Time (UTC−7) · Critical 24/7/365
- Languages
- English · Español
Three ways to open a ticket
Pick the channel; the ticket is the same and lands with the same team.
Email us
Every message to our support address opens a ticket that a person acknowledges, with a reference you can use to follow up.
[email protected]Submit a request
The form below is the fastest route — severity, product and tenant go straight to the right engineer.
Open a requestSecurity incident
Active breach, ransomware, compromised account? Treat it as Critical: put URGENT in the subject and the incident response team mobilizes 24/7/365.
Incident ResponseFirst line for your cloud subscriptions — and everything we run
For the subscriptions you buy through us, Megalodon is your first point of contact. We receive the request, resolve it, and escalate to the vendor when the fix has to come from them.
Subscriptions & licensing
Add or remove seats, change plans, renewals and cancellations for Microsoft 365, Azure and Dynamics 365 licenses purchased through Megalodon.
Billing & invoices
Invoice questions, usage and Azure cost reviews, payment methods and billing disputes on your Megalodon account.
Technical support
Break/fix for Microsoft 365 — Exchange, Teams, SharePoint, Intune, Entra ID — and Azure services, diagnosed by our engineers under GDAP delegated access.
Service health & outages
We watch Microsoft service health, confirm whether an issue is already known, and keep you informed until it is resolved.
Identity & security
MFA and Conditional Access, compromised accounts, Defender alerts — handled by the same team that runs our SOC.
Platforms & managed services
Akula One, AwareShark, Hammerhead appliances and MEG-180 / 360 / 720 operations — supported under the SLA in your agreement.
What to expect, by severity
Severity is agreed with you when the ticket is opened. These are our response targets; the SLA in your signed agreement prevails.
MEG-720 customers keep the 15-minute response SLA of their managed service.
From intake to closure, with one owner
One ticket, one team. If the fix must come from Microsoft, we open and drive the case.
What the support desk covers
Stated once, so there are no surprises.
- Business hours
- Monday to Friday, 08:00–18:00 Mountain Time (UTC−7), excluding public holidays.
- Critical (Severity A)
- 24/7/365 — every day of the year.
- Languages
- English and Spanish.
- Coverage
- United States and Mexico — Cabo San Lucas, Baja California Sur · Sheridan, Wyoming.
- Pricing
- Support for subscriptions and services purchased through Megalodon is included. Project work outside support — migrations, new deployments, training — is scoped and quoted separately.
Before you write, you can check
The vendor portals remain yours to use. Purchases and cancellations of subscriptions bought through Megalodon go through us, not directly with the vendor.
Microsoft 365 admin center
Users, assigned licenses and service settings.
02Azure portal
Resources, costs and configuration of your Azure subscriptions.
03Microsoft 365 service status
Confirm whether an issue is already known to Microsoft.
04Azure status
Platform incidents by region and service.
05Microsoft Learn
Official product documentation.
Tell us what is happening.
A Megalodon responder acknowledges by email. For an active incident, put URGENT in the subject.
Megalodon Cybersecurity participates in the Microsoft Cloud Solution Provider (CSP) program. Microsoft, Microsoft 365, Azure and Dynamics 365 are trademarks of the Microsoft group of companies.