Support Request Form

This form allows you to submit a query or support request. Once a support ticket is raised, it is placed in a prioritized queue for review by a staff member, depending on its content.

In order to provide premium support, MailEnable needs to recover the costs associated with knowledgeable advice and prompt resolution. MailEnable provides high quality support as well as providing an excellent mail server platform and may require the use of a support token to facilitate servicing your request. Support tokens can be purchased after filling in the ticket below, or purchased in a bundle at a reduced rate. Please click here for more details about support bundles.
Please complete as much information as possible about your configuration and environment. Completeness of information will significantly improve the efficiency of servicing your request.

The current time at the support office is 4:55:34 AM Friday, January 24, 2025.

Step 1 of 5: Product Details

Primary E-Mail Address:	* Registered users should use their exact online services e-mail address.
Alternate E-Mail Address (Recommended):	* This address is used as an alternate contact address where the above address is not contactable (e.g. Hotmail). If your server has issues receiving mail you should specify an alternate address.
Server Product:	Professional Edition Enterprise Edition Enterprise Premium
Evaluation code:	To locate your Evaluation Code, please run the Diagnostic Report
Version:	Note: Please use the Diagnostic Report to determine the version of MailEnable you are running. If you are not running the most recent version of MailEnable, please check the product download page for updates that address your issue before lodging a support call.
Operating System:	Not Applicable Windows 2008 Server (32bit) Windows 2008 Server (64bit) Windows 2012 Server Windows 2016 Server Windows 2019 Server Windows 2022 Server

Step 2 of 5: Issue Description

Short Description:
Long Description:	[Please enter a longer description of the problem. For critical issues, please consider supplying your Skype address so an engineer may contact you.]
Support Files:	Upload.. * Important: Including the server's diagnostic report will significantly improve the resolution time. Files over 10MB in size can be submitted after the ticket has been raised.
Domain Name (Optional):	* This is used to allow us to remotely query your server to check relay settings etc.
Module:	Not Applicable List Server Connector SMTP Connector POP Retrieval Connector Postoffice Connector Mail Transfer Agent IMAP Service POP Service Synchronisation Service MAPI Service Web Mail Service Web Administration Service Remote Administration Service Antivirus Plug-In Message Filtering Plug-In Configuration Providers Installer Other
Control Panel (if installed):	Not Applicable None Installed CWIPanel Helm Hosting Controller Hosting Accelerator Plesk StarFlow Other

Step 3 of 5: Request Details

Severity:	This section allows you to outlined the nature of the issue you are experiencing. Not Applicable (Request is of low/negligible severity) Non-Critical (environment, integration, customization, information) High (Some server functions are severely inhibited) Critical (Core server functions are inoperable) Note: The Severity classification is purely to give support engineers more information about the problem you are experiencing. The following section outlines the target response times associated with this submission.
Priority:	MailEnable provides the following classes of ticket submissions. These types are associated with the level of responsiveness you will receive: If you have prepurchased support packages, or have a support token, please select Class B Class A (Emergency): high priority response (2 hours, 24/7) - $180.00 USD Class B (Standard): normal priority response (1 business day) - $80.00 USD Class C (non-paid): low priority response (1 business day) Learn more on these selections Note: To have your request attended to with priority, submit it as a paid request. If the issue is deemed to be a defect or problem that should reasonably be addressed by MailEnable, the payment may be refunded, unless you have submitted an Emergency (Class A) token, as these are non-refundable.
Attachments:	IMPORTANT: Once you have submitted your support request, you will receive a confirmation mail message. Please ensure that you reply to this message attaching the respective MailEnable System Logs (Debug, Activity, W3C) to assist in diagnosing the issue. In particular, if you are submitting an application defect it is imperative that you send through your diagnostic report as well as any logs relating to the module to which you are reporting a defect in. Alternatively, you can supply Terminal Services/Remote Desktop access at the end of submitting the support ticket. Please see the KB regarding how to access these logs and the diagnostic report.
Policy:	I have read MailEnable's Support Policy and agree to the conditions and terms associated with it.