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
Support packages
Features |
SILVERsupport |
GOLDsupport |
PLATINUMsupport |
|---|---|---|---|
| Document library | |
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| Community forum | |
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| Client portal | |
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| Billing support – unlimited | ¹ |
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| Software bug tickets | |
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| Other support tickets | |
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| Chat support | |
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| Phone support ² | |
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| Email support | |
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| Critical incident escalation | ³ |
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| Security alerts notification | |
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| Premium level SLAs | |
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| 24 x 7 x 365 phone support for critical impact issues SEV-1 | |
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| Dedicated account manager | |
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| Dedicated technical account specialist | |
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| Quarterly service report | |
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| Annual review meeting | |
¹ Via email only
² See ‘Support Hours’
³ Via support ticket or phone during support hours (see note ²)