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 email support incidents at no additional
charge and each upgrade protection renewal or reinstatement includes a complimentary
email support incident. All support incidents expire 12 months from the date of
purchase.
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Individual Support Incidents
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Buy Now
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Email
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Resolve an incident via email
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$50
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Phone
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Resolve an incident via email and phone more info
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$80
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Emergency
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Initial response within one hour; available 24/7/365
more info
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$349
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Installs & Upgrades
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Assistance installing or upgrading software versions more info
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$299
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Support Packages
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Buy Now
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Standard
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Community resources and two email incidents
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Included
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Silver
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10 email incidents
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$249
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Gold
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10 email or phone incidents
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$449
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Platinum
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Gold Support and two
emergency incidents
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$749
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Custom
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Tailored to a company's specific business needs
more info
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Contact us
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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
Customers can find free solutions to common issues via the knowledge base, online
help, community forums, white papers and other resources.
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
Installs and Upgrades 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, while
adding the Web interface to 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).
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