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 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.

Individual Support Incidents Buy Now
Email

Resolve an incident via email

$50
Phone

Resolve an incident via email and phone more info

$80
Emergency

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

$349
Installs & Upgrades

Assistance installing or upgrading software versions more info

$299
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
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

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