Get help from
our Support Team
If you’re looking for answers, our documentation section is the best place to start – you’ll usually find exactly what you need. And if you don’t, no problem – we’re here to help.
We’re here to help
Evaluate your incident
How much impact, if any, is the problem having on your organization?
Low
Low impact or minor issue
Medium
Non-critical issue that is impacting on operations
Not directly affecting email delivery
High
Severe functionality issues affecting most users
Critical
Complete email interruption or loss of functionality
Severe impact on services, affecting all users
No possible workaround
Standard Support Center SLA
Included with every license
| Priority | Response within |
Resolution within |
Operational cover |
|---|---|---|---|
| Critical | 2 hours | 6 hours | 08:30 to 18:30 GMT+1 |
| High | 6 hours | 12 hours | 08:30 to 18:30 GMT+1 |
| Medium | 8 hours | 1 day | 08:30 to 18:30 GMT+1 |
| Low | 1 day | 3 days | 08:30 to 18:30 GMT+1 |
Premium Support Center SLA
For Premium Support customers
| Priority | Respond within |
Resolution within |
Operational cover |
|---|---|---|---|
| Critical | 1 hour | 4 hours | 24-hour |
| High | 4 hours | 12 hours | 08:30 to 18:30 GMT+1 |
| Medium | 8 hours | 1 day | 08:30 to 18:30 GMT+1 |
| Low | 1 day | 3 days | 08:30 to 18:30 GMT+1 |
Premium Support includes 24/7/365 telephone support, which is accessed via a dedicated phone number and personal PIN code.
Please contact us to find out more.