If you have any problems with any of the software features or you believe a function is not properly
operating please follow these guidelines when emailing. Providing the following information in advance will ensure a
more efficient resolution to your request:
- State the product and the version number.
- Explain the problem and if/how it can be re-created.
- Where appropriate, provide the log files associated with the problem as well as your Diagnostic Report.
Support requests should submitted via the Online Support Submission Form.
|
| Requests with Evaluation Period | N/A | FREE | FREE |
| Sales, Reseller, Licensing, etc | FREE | FREE | FREE |
| Migration Related Issues | FREE | FREE | FREE |
| Product Defect Reports | FREE | FREE | FREE |
| Technical Support |
Token
| Token | Token |
Support tokens
Support tokens are required when requesting technical
support in relation to MailEnable products. When you register MailEnable
Professional or Enterprise Editions, you will receive 2 complimentary support
tokens*
that can be used to lodge technical support requests. These tokens will
expire 3 months after registration. Thereafter, support tokens must be
purchased. As MailEnable Standard Edition is provided free, all support tokens must be purchased.
Standard Class B support tokens are currently priced at $80.00
USD (response within 1 business day)
Priority Class A support tokens are currently priced at $180.00USD
(response within 2 hours)
Bundled packs of support tokens can be purchased at a reduced rate. For more
details on purchasing support tokens, please
click here.
Once a purchase has been made (either the product or support) and your email address is registered with MailEnable, you will be given a log-in to our Online
Services site to manage and track progress on support tickets, tokens, orders, and other items.
*Note: MailEnable makes no guarantees with respect to service levels or
honouring the complimentary support
tokens that are packaged with the product.
Support tokens are non transferable, however tokens can be issued by a MailEnable Reseller.
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