Technical Support

Choosing a Support Option

SmarterTools offers several free resources to help customers resolve common issues. In addition, customers that have purchased or upgraded licenses may have support incidents available. Individual support incidents or support packages are also available for purchase.
View frequently asked questions about support

Support for Installed Software

Each new product purchase includes two (2) email support incidents at no additional charge and each upgrade protection renewal or reinstatement includes one (1) complimentary email support incident. NOTE: After a Support Incident is purchased, the incident, whether it's a phone or email ticket, still needs to be submitted to the Support Team by logging into the SmarterTools Portal or via Account Management.

Individual Support Incidents* Buy Now
Email

Resolve an incident via email during normal business hours

$50
Phone & Remote Access

Resolve an incident via email and phone during normal business hours more info

$80
Emergency

Initial response within one hour; available 24/7/365 more info

$349
Installs & Upgrades

Assistance installing or upgrading software versions (load balancing and failover not included) more info

$299
After Hours
Installs & Upgrades

Software installation and upgrades after normal business hours (load balancing and failover not included) more info

$349
Support Packages* Buy Now
Standard

Community resources and two email incidents

Included
Silver

10 email incidents

$249
Gold

10 email or phone incidents

$449
Platinum

Gold Support and two
emergency incidents

$749
Custom

Tailored to a company's specific business needs more info

Contact us
*All support incidents expire 12 months from the date of purchase.
SmarterTools Portal

Using the Portal

The SmarterTools Portal provides a centralized location for customers and partners to access self-service resources, submit support tickets and manage all aspects of their account(s). Use the Account Management section to manage items such as your account settings, billing information, email preferences and licenses/subscriptions.

Free Support Resources

SmarterTools provides a variety of free resources to help you get started with your new software, including:

Individual Instruction

SmarterTools provides custom, one-on-one sessions for individuals or groups interested in a more in-depth discussion, demonstration and training about any SmarterTools product. This intensive instruction is customer focused, and may require some effort from the customer ahead of time to ensure their particular needs are met. This includes deciding on a course of study, coming up with questions, planning who from the organization will attend and more. View more information about SmarterTools' Individual Instruction and how it can help you become an expert at using SmarterTools products.

Phone Support

Phone support incidents allow for telephone and email conversations with SmarterTools support agents to resolve your issue(s). If your issue requires remote server access, a phone or emergency support incident is necessary.

Emergency Support

Emergency Support is available for situations where a business is experiencing a complete outage or a critical failure of SmarterTools software that is negatively affecting a large number of end users. Items covered under Emergency Support could include complete outages due to software bugs, installation or migration issues or other issues. If SmarterTools deems an emergency support request to be of a non-emergency nature, any emergency support costs will be refunded to the customer and the issue resolved through standard support channels.

Installs and Upgrades

Installation and upgrade support is geared towards those customers who do not feel comfortable installing the software themselves and would prefer the guidance of a professional SmarterTools support agent. With our Installs and Upgrades option, a fully qualified support technician will install your SmarterTools software, and, where applicable, set the product up in Microsoft Internet Information Services (IIS).

For customers who have purchased SmarterMail, our support technician will also assist you with the configuration of your initial domains, security settings, and the built-in antispam technologies.

If you have purchased SmarterStats, you will also receive assistance with the configuration and import of your initial site via FTP, UNC, or Remote Service.

In the case of SmarterTrack, the support agent will also assist you with configuration of your initial groups, departments, and agents, as well as establishing the connection to your database (SQL Server Express 2005).

NOTE: Installation tickets do not cover setting up failover or load balancing for any products as these types of set up are generally very specific and customized based on customer needs. See our KB article "What is covered with a SmarterTools installation support ticket" for more.

After Hours and Weekend Installs and Upgrades

Installation and upgrade support is geared towards those customers who do not feel comfortable installing the software themselves and would prefer the guidance of a professional SmarterTools support agent. With our After Hours and Weekend Installs and Upgrades option, a fully qualified support technician will install or upgrade your SmarterTools software, and, where applicable, set the product up in Microsoft Internet Information Services (IIS) after your normal business hours or on a weekend so that any customer downtime is minimized.

For customers who have purchased SmarterMail, our support technician will also assist you with the configuration of your initial domains, security settings, and the built-in antispam technologies.

If you have purchased SmarterStats, you will also receive assistance with the configuration and import of your initial site via FTP, UNC, or Remote Service.

In the case of SmarterTrack, the support agent will also assist you with configuration of your initial groups, departments, and agents, as well as establishing the connection to your database (SQL Server Express 2005).

NOTE:After hours installation tickets do not cover setting up failover or load balancing for any products as these types of set up are generally very specific and customized based on customer needs. See our KB article "What is covered with a SmarterTools installation support ticket" for more.

Custom Support

For large organizations or companies requiring specialized SLAs, SmarterTools offers custom support agreements. These agreements include:

  • Unlimited product maintenance
  • Advance notice of releases and planned features
  • Participation in private BETA programs and special promotions
  • Up to five critical support incidents per month
  • Bi-weekly support meetings with lead product developers

Individual Instruction Guidelines

  • Requests for individual instruction should be made to sales@smartertools.com
  • Once your request is received, you will be contacted by a educational facilitator
    who will go over any additional requirements
  • Individual sessions will be available during normal SmarterTools business hours
  • Sessions are billed in 1 hour increments
  • Price quote must be filled/paid prior to the session
  • We will cover 1 product per session

Session Topics

In order to ensure you receive the full benefit of the session you will need to provide a list of items or topics that you want to cover. These topics can include deploying a product, installation, setup, configuration, security or even individual features. It's really up to you. Once the facilitator receives your list of topics, they will be able to give you an estimation of the length of the session. From there, a day and time can be agreed to.

Pricing

  • $149 for the first hour
  • $69 each additional hour
  • (1 hour minimum)