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.
Overview
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.”
