Support: Post-Deployment Services

Choose the support plan that meets your needs.

Our goal is to make sure you continue to realize the full benefits of your Linux-based email system well after purchase. Our support team is made up of experienced engineers who are trained to find effective technical solutions. We offer support via email and/or phone, and, with your permission, we access your system remotely. This gives us a real-time view of the problem and provides you with a much more effective and timely resolution.

We provide several optional support services:

Software Subscription Service

Our Software Subscription Service provides product upgrades, updates, and patches on an annual per-user subscription basis for Premium Users of Small Business Edition and Enterprise Edition. The service also provides proactive product notifications and technical notes. It is priced per Premium User. We highly recommend this service to all Small Business Edition and Enterprise Edition customers to ensure your Scalix software remains up-to-date and you get the most out of your Scalix deployment.

Incident Support

Incident-based support is available to all of our customers. An incident is a single issue, problem, or question relating to the use or installation of our software – regardless of the number of communications required to solve the issue. Support incidents are used to cover topics such as operational usage of our software, software configuration, and installation questions.

Incidents are further defined as either email only, or email and phone. You may purchase an individual email incident or 5-packs of email or email/phone incidents. We provide incident-based support from 8:00 AM – 5:00 PM in your local time zone. We support products that are within two major releases from the current release. You will not be charged for an incident if the issue is the result of a product bug.

Please note that Enterprise Edition customers receive a 5-pack of email incidents and Small Business Edition customers receive a 3-pack of email incidents with your initial product purchase. These are valid for 90 days from purchase.

Premium Support

Premium Support provides you with 24x7 support coverage. You must subscribe to the Software Subscription Service in order to be eligible for Premium Support.

There are four levels of Premium Support:

Feature	Bronze	Silver	Gold	Platinum
Included email/phone incidents*	10	35	75	Unlimited
Phone response time	4 hours	2 hours	2 hours	2 hours
IT staff given free enrollment to our Technical Training	2	3	4	6
Scalix System Usage & Performance Assessment (Remote review of security, performance & usage)	N/A	2/year	4/year	6/year

* To help expedite your Scalix implementation, the number of email/phone incidents provided are doubled in the first year. For example, if you choose Premium Support Bronze level, you are covered for 20 email/phone incidents the first year, and 10 each subsequent year. Additional incidents can always be purchased “on the fly,” as needed, at any time.

For support services pricing see our Pricing page. For more information about support offerings contact your Scalix sales representative or your local reseller.