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%.

Support hours

  • 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

atmail product support

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)

atmail customer support infographic