Short answer
Call FirstNet's Rapid Response desk, which operates 24/7 and takes tickets by email, phone or portal. Platform issues are escalated to Mimecast or SendMarc by FirstNet, so you never deal with the vendor directly.
In detail
How the support path works:
- Rapid Response is the single front door for incidents, service requests and everyday needs such as releasing a quarantined message
- FirstNet's managed service covers policy tuning, threat triage, user release workflows, DMARC programme management, archive search support and continuity activation where contracted
- Product issues that need the vendor go to Mimecast engineering through FirstNet under the Mimecast Elite MSP Programme
- SendMarc platform escalations are routed through FirstNet, and authentication changes follow a joint process: FirstNet specifies, your administrator executes, FirstNet validates
- Impersonation events found in SendMarc forensic reports or by Sophos MDR feed into FirstNet's incident response workflow
Response, resolution and availability targets are defined in your contracted SLA. Always log a ticket first, because escalation runs through FirstNet's service management from there.
Source: FirstNet Email Security & Threat Protection service page →
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