Licenses protected by Maintenance and Support receive unlimited, free technical support for standard issues. These issues are dealt with during our normal business hours via email and/or phone call. For more information on the support ticket options available and answers to common questions, please refer to the SmarterTools Support Policy.
However, not every issue happens during a standard business day. Problems occur in the middle of the night, on weekends and on holidays. At these times, small problems can become larger ones in a hurry. To assist with these, SmarterTools offers Emergency Support tickets.
Emergency 24x7 Support - BUY NOW
$299 per ticket
An Emergency 24x7 Ticket can be used to resolve a critical technical issue where a business is experiencing a complete outage or critical failure of SmarterTools software that is negatively affecting a large number of end users.
Emergency Support tickets are submitted as part of the purchase process, right from the SmarterTools website and will receive a one-hour response time, 24/7/365, regardless of when the ticket was submitted. This includes weekends, after SmarterTools' standard business hours, holidays, etc. NOTE: Emergency 24x7 Tickets receive a one-hour initial response time; however, some issues do take longer to resolve. This ticket guarantees a response within one-hour, while the resolution may take longer. After the critical issue is addressed, emergency tickets are handled during business hours.
Items covered under an Emergency 24x7 Ticket could include complete outages due to software bugs, installation or migration issues, or other issues that are affecting a large number of end users. If SmarterTools deems an emergency support request to be of non-emergency nature, the emergency support costs may be refunded and the issue will be resolved through standard support channels.
Important Note for Legacy Versions:
Emergency support for legacy versions of SmarterTools products is solely for response time. A support technician will do whatever they can to assist you with any emergency you have and attempt to get your server back online by modifying the server configuration, adjusting product settings, etc. However, please note that SmarterTools will only offer bug fixes for installations running the current build of our products. SmarterTools will NOT provide bug fixes for SmarterMail 16.x or earlier, SmarterTrack 14.x or earlier, or SmarterStats 11.x or earlier. If a bug is found in a 100.0.xxxx build, the bug fix will be provided in a future 100.0.xxxx update.