Support
Support Features
StrongMail currently offers three levels of support for our customers. Platinum Support is StrongMail's premiere service offering covering enterprise customers 24/7. Standard Support is the base level support, providing quick turn-around time during business days. Express Support is available exclusively for StrongMail MTA Express customers, and is the only support option available for that product.
Platinum Support Hours: 24 x 7
Standard & Express Support Hours: 6am - 8pm PT, M-F, Excluding Holidays
StrongMail Holiday Schedule 2010
Priority Levels
The support offerings from StrongMail offer different response times and case handling based on the priority levels of the support cases. The following table defines the priority levels based on the issue and urgency of the situation.
| Priority Level | Description |
|---|---|
| Priority 1: Blocked/System Down | System is inoperable, not functioning; data is lost. |
| Priority 2: Major | Business outage or significant impact threatening future productivity. Very difficult to work around; system is somewhat usable. |
| Priority 3: Minor | Problem impact is visible; production is proceeding but in an impaired fashion. Workarounds are available. |
| Priority 4: Cosmetic | Issues do not have significant current productivity impact. |
| Priority 5: Enhancement/Feature Request | Product enhancements, usage questions and feature requests. |
At StrongMail, we let the customer decide the priority of a case because they are in the best position to assess the impact to their business.
| Support Services | Platinum Support | Standard Support | Express Support |
|---|---|---|---|
| Phone Support | 24/7 | 6am - 8pm PT, M-F | N/A |
| Includes Software Updates | Yes | Yes | Yes |
| Live Updates | Requires separate subscription service | Requires separate subscription service | N/A |
| Email Case Submission | Yes | Yes | Yes |
| Web Case Submission | Yes | Yes | Yes |
| Online Case Status | Yes | Yes | Yes |
| Number of Support Contacts | 4 | 2 | 2 |
| Initial Response Times by Case Priority | |||
| Priority 1 | 1 Hour | 4 Hours | 24 Hours (during support hrs) |
| Priority 2 | 2 Hours | 6 Hours | 24 Hours (during support hrs) |
| Priority 3 | 4 Hours | 8 Hours | 24 Hours (during support hrs) |
| Update Frequency Based on Case Priority | |||
| Priority 1 | Daily | Daily | Daily |
| Priority 2 | Daily | Daily | Daily |
| Priority 3 | Every 2 Days | Every 2 Days | Every 2 Days |
For additional information about what is included in your support package, please contact your account representative.
