Installation and Upgrade Tickets are submitted at the time of purchase. Once received, a support agent will reply to schedule the day/time for the installation or upgrade to take place.
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.