SMB Support Services

 


Recommended for up to 2,000 users.


IceWarp offers annual support contracts tailored to your needs. Whether for small business or enterprise, support contract packages include Top-of-the-Queue attention. You are guaranteed to receive a response from one of our Support Engineers within 30 minutes.


Since email is mission critical for your small business, IceWarp offers a variety of packages, each tailored to your company's unique needs and challenges. Support is offered either during or after business hours, via email, phone or even remote connection.

SMB Standard Package ($1,500.00 / year)

  • Top-of-the-Queue Attention
  • 3-Hour Response Time
  • 4 Remote Assistance Incidents during Business Hours
  • Unlimited Email Support during Business Hours
  • 1-year Service Contract

This package includes our fast 3-hour response time from one of our engineers. It entitles you to support during the standard business hours for up to 4 remote assistance incidents during the course of your 1-year service contract -- even if it takes multiple sessions to resolve the matter.


In addition, you get unlimited email support during business hours with the same guaranteed 3 hour response time.


You only need to submit a ticket to Contract Support queue and an IceWarp engineer will respond within 3 hours with a detailed email and/or will open a remote support session.

SMB Plus Package ($2,900.00 / year)

  • Top-of-the-Queue Attention
  • 2-Hour Response Time
  • 6 Remote Assistance Incidents during Business Hours
  • Unlimited Email Support during Business Hours
  • Two-Pronged Support (phone + remote session)
  • 1-year Service Contract

SMB Plus provides support for up to 6 incidents during the course of a 1-year service contract -- 2 more than SMB Standard. In addition, the response time from our engineers will be upgraded to 2 hours.


SMB Plus also comes with IceWarp's two-pronged support: our technicians will troubleshoot your incident both on the phone and while logged into a remote session.

SMB Premium Package ($3,400.00 / year)

  • Top-of-the-Queue Attention
  • 1-Hour Response Time during Business Hours
  • 6 Remote Assistance Incidents during Business Hours
  • 1 Remote Assistance Incidents after Business Hours
  • Unlimited Email Support during Business Hours
  • Two-Pronged Support (phone + remote session)
  • 1-year Service Contract

SMB Premium takes support to the next level. Wait half as long for a response from one of our engineers -- no more than 1 hour during business hours.


In addition to receiving remote session support for up to 6 incidents during business hours, a 7th is offered after business hours. So if a critical issue arises in the middle of the night, simply call with your Customer ID Number and you will receive a response within 2 hours. Support for additional after-hour incidents is available at a rate of $500 per incident.


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


 

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