SmarterTools Support Policy

Do I receive any technical support with my product purchase?
Each new license purchase includes two Email Tickets at no additional charge, and each upgrade protection renewal or reinstatement includes one complimentary Email Ticket.

What type of support is available if I use a SmarterTools Hosted Service?
Any customer using a SmarterTools hosted service, such as the Hosted SmarterTrack Helpdesk, receives unlimited free Email Tickets for the lifetime of their subscription.

Do I receive any technical support from a SmarterTools software bundle?
Yes, the SmarterBundle includes two complimentary Email Tickets.

What support options are available?
SmarterTools offers a number of different types of support, including:

What free support options are available?
SmarterTools offers a number of free support options as well, including:

How can I purchase additional support tickets?
You can purchase support tickets directly from the website, or contact the Sales Department by emailing sales@smartertools.com. During business hours you can also start a live chat or call us at 1.877.357.6278. Support tickets can be purchased individually as needed or in packages. Customers that purchase a support package from SmarterTools actually pay less per ticket than customers that buy tickets individually. For more information, see Support Packages.

When do support tickets expire?
Based on our accounting requirements, all support tickets expire 12 months from the date of purchase.

Can I use one support ticket for multiple technical issues?
The support policy allows for one technical issue per support ticket. Multiple problems that seem to be caused by the same issue can be included in one ticket; however, if the support agent deems these to be separate issues, a new ticket will need to be submitted.

How do I get in contact with the Support Department?
To reach the Support Department your ticket must be submitted at the Tickets section of the Support Portal. All tickets, regardless of the type, must be submitted there. If there are no tickets available on your account, a message will appear at the top of the screen alerting you to purchase a ticket.

What kind of turnaround can I expect for a support ticket?
SmarterTools support staff responds to issues in the order they come in and makes every effort to give an initial response to tickets within four (4) business hours. ("Business hours" being SmarterTools' business hours). In most cases, the support staff easily meets this service level, and more often than not customers get responses within an hour. However, four (4) hours is the service level we use for internal metrics. Customers should understand that response times are based on a number of factors, including workload, severity and complexity of issues, and many other factors.

For issues of a serious nature that lead to a customer being "hard down", SmarterTools offers an Emergency 24x7 Ticket, which carries a one (1) hour turnaround metric. Emergency 24x7 Tickets can be submitted 24 x 7 x 365 and will still receive the same response time, even if submitted on a weekend, after SmarterTools' business hours, holidays, etc. For more information, see Emergency 24x7 Support.

What is a Remote Server Access Agreement (RSAA)?
Commonly, it is required for SmarterTools support to access a server remotely in order to resolve an issue. To protect SmarterTools and the customer, we have implemented an agreement, known as an RSAA, that allows the customer to provide us remote access, and also revoke this access. Each support ticket needs its own, separate RSAA, and when that ticket is closed, access is revoked. For more information, see Remote Server Access Agreement.

What happens if my issue turns out to be a bug?
If you open a support ticket with our staff and the issue is a verified bug, we will refund the cost of the support ticket or credit the ticket back to your account so it can be used in the future. For information on how quickly refunds are processed, please refer to the SmarterTools Refund Policy. (NOTE: Emergency Support tickets are non-refundable as the cost associated with the ticket ensures an initial response within one hour of submission and is NOT dependent on the resolution of the issue.) 

What support options are available for legacy products?
To ensure the highest levels of support, products become legacy after there have been two subsequent major releases. For example, if the current version is SmarterMail 12.x, supported versions would include SmarterMail 11.x and 12.x, while legacy versions include SmarterMail 10.x and earlier. Because SmarterTools provides upgrade protection to ensure customers have access to the most recent features and bug fixes, SmarterTools does not release minor updates for legacy products. However, customers may use support tickets for legacy products. That being said, customers on older versions of our products are encouraged to upgrade to the most recent release as subsequent major releases not only offer new features but may include changes to how specific pieces of the product works, thereby eliminating issues seen in older versions of products.

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