Product support

We pride ourselves on industry leading support from dedicated and accessible atmail team members based in our Australian and US offices. Our first-time response rate is exceptional averaging under one hour, and our satisfaction rate remains around 96%.

atmail customer support infographic

Support packages

Features

SILVER

support

GOLD

support

PLATINUM

support

Document library
 
 
 Community forum  
 
 
 Client portal  
 
 
 Billing support – unlimited  
 ¹
 
 
 Software bug tickets  
 
 
 Other support tickets  
 
 Chat support  
 
 Phone support ²  
 
 Email support  
 
 Critical incident escalation  
³
 
 Security alerts notification  
 Premium level SLAs  
 24 x 7 x 365 phone support for critical impact issues SEV-1  
 Dedicated account manager  
 Dedicated technical account specialist  
 Quarterly service report  
 Annual review meeting  

¹ Via email only

² See ‘Support Hours’

³ Via support ticket or phone during support hours (see note ²)

Support hours

Support is available

  • 6am to 6pm Australian time (AEST) 7 days per week
  • 8am to 4pm Mountain Standard Time (MST) business days

Find out more

To find out more about pricing, SLA definitions and tailored support, contact our sales team