Support Packages

Choose the support package
that is right for you.

Overview

If email is not your core capability and you could benefit from our professional expertise, our Support Team can help. We offer four levels of support and employ team members in different time zones so we can respond to you faster.

Support levels

Self-Help

Created for in-house email experts who know exactly what they are doing and never need to contact our service desk. (Included for all customers.)

Essential Support

Designed for customers with non-critical email systems, who are happy to wait for responses during Australian business hours (8am – 6pm AEST). Included in all new cloud subscriptions. (Included for Cloud customers.)

Platinum Support

Perfect for telcos, ISPs and hosting providers who cannot afford downtime on their customer email platforms. This secures 24/7/365 support from our highly experienced email experts, improved SLAs, priority 1 and 2 remote access diagnosis (for on-premises customers), phone support for critical issues, a named support manager, a quarterly service review, an annual review meeting, and more.

Custom Support

Built specifically for you, when your business requires more than Platinum Support.
Swipe left to see full table.
SUPPORT FEATURES SELF-HELP (INCLUDE) ESSENTIAL SUPPORT (INCLUDE FOR CLOUD) PLATINUM SUPPORT CUSTOM SUPPORT
Help Centre Library
Administrave help (e.g. licences and billing)
Portal access (for account information,
licensing, support access, and [if on-premises]
product downloads)
Business hours support
(AEST 8am-6pm, EST 9am-5pm, GMT 9am-5pm)
24x7 support
Negotiable
Tracked support requests
Support for product branding
Negotiable
Application and product support
Priority 1 incident response time
2 business hours 30 minutes
(24x7x365)
Negotiable
Priority 1 remote access diagnosis (on-premises)
Negotiable
Phone support for critical issues (including outages)
Negotiable
Priority 2 response time
1 business day 2 business hours Negotiable
Priority 2 remote access diagnosis (on-premises)
Negotiable
Priority 3 and 4 response time
2 business days 1 business day Negotiable
Security risk notification
Negotiable
Security risk mitigation (pre-rectification)
Negotiable
Named support manager
Negotiable
Quarterly service review (of support tickets,
response times, and [if cloud hosted] uptime)
Negotiable
Annual review meeting (and product roadmap)
Negotiable

“Email is one of our key services and we have significant business clients, so I don’t have to emphasise how important it is for our email service to run smoothly. Atmail has provided the high-level support and documentation we need and complied with our suggestions and feature requirements quickly and smoothly.”

Mladen Knezevic
Mladen Knezevic System Engineer, ISP Department

Want to learn more?

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