SmarterTools Support Contracts

Bronze Support Package - FREE to All Customers

Bronze support is a combination of services provided by SmarterTools to aid in the resolution of issues that customers may have. These services include:

• SmarterTools Public Forums
• Knowledge Base
• Includes 1 support incident through email or phone
  • Each product purchased adds an incident to your account
  • When licenses are upgraded to a new major version (ex. 2.x to 3.x), an additional incident is provided
  • Incidents are restricted to normal business hours
  • Incidents submitted during normal business hours receive initial responses within 4 hours
  • All incidents expire one year from purchase or upgrade date
  • Additional single incidents can be purchased when you submit a new ticket, or support packages can be added to your account for reduced pricing.

Silver Support Package

Silver support is an economical way of getting a large number of support incidents for non-critical issues. Because silver support is limited to email only, it is not suggested for high availability or rapid-response issues. These services include:

• All Bronze support options
• Includes 8 additional support incidents through email
  • Incidents can be used on any SmarterTools application, on any installation
  • Incidents are restricted to normal business hours
  • Incidents submitted during normal business hours receive initial responses within 4 hours
  • All incidents expire one year from purchase or upgrade date

Gold Support Package

Gold support has all of the attributes of Silver support, with the addition of phone support on all incidents. These services include:

• All Bronze support options
• Includes 8 support incidents that can be submitted through email or phone
  • Incidents can be used on any SmarterTools application, on any installation
  • Incidents are restricted to normal business hours
  • Incidents submitted during normal business hours receive initial responses within 4 hours
  • All incidents expire one year from purchase or upgrade date

Platinum Support Package

Platinum support is the absolute best solution for high-availability or rapid-response environments. With incidents able to be used through email or phone and the addition of a fixed number of critical incidents that are able to be used off hours 24x7x365. These services include:

• All Bronze support options
• Includes 10 support incidents that can be submitted through email or phone
• Includes 2 critical incidents that can be used off-hours 24x7x365.
  • Incidents can be used on any SmarterTools application, on any installation
  • Support incidents are restricted to normal business hours
  • Critical incidents are available 24x7x365
  • Incidents submitted during normal business hours receive initial responses within 4 hours
  • All incidents expire one year from purchase or upgrade date