MailEnable Support Overview

MailEnable is committed to provide our customers with premium support on our products, and quick resolution to any product related issues that may occur. If you have any issues with MailEnable products, please follow these steps to ensure an efficient resolution:

Step 1: Check for an Existing Answer to Your Problem

If you are experiencing difficulties with MailEnable products, it is very likely that the issue has already been addressed through the following resources:

• MailEnable Online Knowledge Base
• MailEnable References & Documentation
• MailEnable Discussion Forum

Enter a keyword to search through the MailEnable resources (Online Knowledge Base, Documentation and Discussion Forum):

TIP: For maximum results with your searches, try using more words or use boolean logic as follows. Example: "Upgrade AND Version AND Settings" instead of simply typing "Upgrade".

Step 2: Request Assistance from MailEnable

If you cannot find an existing answer to your problem on our Online Knowledge Base, Documentation and Discussion Forum, then you need to raise a Support Request via the Online Support Request Form.

• Online Support Request Form

IMPORTANT: Please note that the use of a Support Token may be required when submitting a support request, depending on your request type. Please refer to the following table to see if your request requires the use of a support token.

Support Request Type	Standard	Professional	Enterprise	Premium
Requests with Evaluation Period	N/A	FREE	FREE	FREE
Sales, Reseller, Licensing etc	FREE	FREE	FREE	FREE
Migration Related Issues	FREE	FREE	FREE	FREE
Product Defect Reports	FREE	FREE	FREE	FREE
Technical Support	Token	Token	Token	Token

Support Tokens

In order to provide premium support, MailEnable needs to recover the costs associated with providing knowledgeable advice and prompt resolution, this may require the use of a support token to facilitate servicing your request.

MailEnable categorises support request types and use token 'classes' as means of prioritizing the responsiveness of the support. The following support tokens are available for purchase.

How to Purchase Support Tokens

Support Tokens can be purchased during the submission of a support request via the Online Support Request Form. Otherwise, support bundles can be purchased via the following methods:

• Online Order Form
• Online Services

IMPORTANT: Support tokens are non transferable, however tokens can be issued by a MailEnable Reseller. For detailed terms & conditions, see our Support Policy.