Email and Phone Support

SmarterTools offers a variety of support tickets that customers can utilize for technical assistance. For more information on the support ticket options available and answers to common questions, please refer to the SmarterTools Support Policy.

Email Support - BUY NOW 

$50 per ticket

An Email Ticket can be used to resolve a technical issue via email during normal business hours and will expire 12 months from the date of purchase. After purchasing an Email Ticket, customers will need to submit the ticket using the Tickets section of the Support Portal. Support tickets are answered in the order they are submitted with an initial response typically within four business hours. 

Phone Support - BUY NOW

$80 per ticket

A Phone Ticket can be used to resolve a technical issue via email and phone during normal business hours and will expire 12 months from the date of purchase. If the issue requires remote server access, a Phone Ticket or Emergency 24x7 Ticket is necessary. After purchasing a Phone Ticket, customers will need to submit the ticket using the Tickets section of the Support Portal. Support tickets are answered in the order they are submitted with an initial response typically within four business hours. 
 
NOTE: All support tickets expire 12 months from the date of purchase.

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I have purchase a email ticket to seek for assistance on my email account and waited for more than 24hr. I am able to sent but not able to receive? How long does it take for someone to contact me and assist me further?
LAURIE CHIN (May 16, 2015 at 2:50 AM)
Hey Laurie!

It looks like you purchased the ticket but haven't submitted it at our portal. We allow tickets to be purchased in advance and sit in customer's accounts until they're ready to use them. That's why you didn't get contacted in regards to your ticket, you'll first need to submit it. Click on the Tickets tab and then click Create Ticket.

Hope this helps!

Andrea Rogers (May 18, 2015 at 10:11 AM)
If I purchase a support ticket, and its a bug, am i refunded, not charged in the first place, or just continue to have a ticket available for later? We have many issues with SM16 and posting to the forum isn't getting things addressed, Will a ticket help get our problems addressed quicker? Thanks
Scott Carullo (June 27, 2017 at 2:39 PM)
Hello Scott! A ticket with Support would provide one-on-one assistance for the problem you're facing in SmarterMail. And yes, when an issue from a support ticket is determined to be caused by a bug, that ticket is most definitely refunded. HOW it is refunded though can be decided by you.

If you submitted one of the complimentary support tickets that come with new licenses and renewals, we would refund that ticket back to your account for future use. If you purchased the ticket, we typically refund the invoice and the money you spent would be sent back to your bank account. However, if you wished to keep the purchased ticket on your account for future use, you would just need to let the support agent know to refund the ticket but not the invoice.

I hope this helps!

Andrea Rogers (June 28, 2017 at 8:42 AM)

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