An Installation and Upgrade Ticket can be used for assistance with installing or upgrading a product and will expire within 12 months from the date of purchase. After purchasing an Installation and Upgrade Ticket, customers will need to submit the ticket using the Tickets section of the Support Portal
Installation and Upgrade Tickets are geared towards those customers who do not feel comfortable installing the software themselves and would prefer the guidance of a professional SmarterTools support agent. A fully qualified support agent will spend approximately one hour to 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 agent 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 and Upgrade 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.