Enterprise Support Services

 


Recommended for more than 2,000 users.


Because we realize that the needs of enterprise are highly specialized, we offer a dedicated range of additional support options, including administrator training, design, implementation and fully managed solutions.


Enterprise Support Package: Tier 1 ($8,000.00 / year)

  • Top-of-the-Queue Attention
  • 30-Minute Response Time
  • 12 Remote Session Support Incidents during Business Hours
  • Unlimited Support during Business Hours
  • Support for 6 Incidents Afterhours
  • Immediate Prioritization with Level-Three Engineers
  • Multi-Year Discount Available
  • 1-year Service Contract

At the enterprise level, support becomes unlimited during business hours. Tier 1 includes support for up 6 afterhours during the course of a 1-year service contract.


In addition, instead of receiving graduated support, your cases will be immediately prioritized to our Level-Three Engineers, who have been working with IceWarp for years and have the most comprehensive messaging experience.

Enterprise Support Package: Tier 2 ($20,000.00 / year)

  • Top-of-the-Queue Attention
  • 30-Minute Response Time
  • FULL 24x7 Unlimited Support
  • Immediate Prioritization with Level-Three Engineers
  • Account Assigned to a Dedicated Account Manager
  • Live System Monitoring by Support Staff
  • FREE Administrator Training for 1 Member of your IT Staff
  • Multi-Year Discount Available
  • 1-year Service Contract

Tier 2 includes three very distinguished service upgrades:


First Upgrade: A Dedicated Account Manager will take full supervision of your account, remaining committed to your venture throughout the most critical support episodes as well as during periods of trouble-free operations. He will continually monitor your system and his goal will be to ensure that your messaging solution is fully optimized.


Your Dedicated Account Manager will:

  • Anticipate points of concern and handle potential problems before they arise
  • Notify you of possible system inefficiencies
  • Understand the complexities of your company's unique messaging needs
  • Understand your stated goals and strategies, ensuring that they are met
  • Diligently work to shorten troubleshooting time
  • Improve continuity between your IT administrators and our staff

Second Upgrade: IceWarp support staff will provide Live Remote System Monitoring. This will ensure the quickest response possible when something goes wrong, and is the best way to avoid downtime.


Third Upgrade: As an added bonus, we will provide FREE Administrator Training for 1 member of your IT staff, tailored to fit your organization's specific needs.


Please contact our business office and we'll set up a free consultation.

Enterprise Managed Services ($55,000.00 / year)

  • Top-of-the-Queue Attention
  • 30-Minute Response Time
  • FULL 24x7 Unlimited Support
  • Immediate Prioritization with Level-Three Engineers
  • Account Assigned to a Dedicated Account Manager
  • Live System Monitoring by Support Staff
  • FREE Administrator Training for 2 Members of your IT Staff (Customized Package)
  • Multi-Year Discount Available
  • 1-year Service Contract

IceWarp's Enterprise Managed Services Solution goes beyond traditional support by providing comprehensive managed services, including the design, planning, installation, deployment and management of your entire messaging solution.

Enterprise Managed Services Plus (Custom quote*)

  • Top-of-the-Queue Attention
  • 30-Minute Response Time
  • FULL 24x7 Unlimited Support
  • Immediate Prioritization with Level-Three Engineers
  • Support by a Dedicated Account Engineer
  • Live System Monitoring by Support Staff
  • FREE Administrator Training for Up to 3 Members of your IT Staff
  • End-User Support
  • 1-year Service Contract

The Plus support solution includes all the benefits of the standard enterprise managed solution -- with the addition of end-user support. IceWarp Senior Engineers will take care of Planning & Design, Development & Implementation, and Sustained Administration.


* Please contact IceWarp Sales for your customized price quote.

** Business Hours: 9:00 AM to 5:00 PM EST Monday through Friday


 

For more information, please call Sales at 1.888.ICEWARP.