General Support Information

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. 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.

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:

Free SmarterTraining Available

SmarterTools now offers free webinars that cover a variety of topics such as installation basics, configuration options and other common questions about our products. For more information and a listing of when the training is available, visit the SmarterTraining page.

Individual Instruction

SmarterTools provides custom, one-on-one sessions for individuals or groups interested in a more in-depth discussion around any SmarterTools product. This intensive instruction is customer focused, and may require a significant amount of effort from the customer ahead of time to ensure their particular needs are met. For more information, visit the SmarterTraining page.

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.

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.