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[Netmail Support]

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Support PlanInitial Response TimeAccess TypeHoursOther
Office 3658 hours*Electronic and PhoneBusinessFair Use Policy applies

Premium 24/7

4 hours*Electronic and Phone24/7 Emergency ServiceFair Use policy applies
Dedicated1 hour*Electronic and Phone24/7 Emergency ServiceFair Use policy applies

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SLAs/Benefits Details by Type

Office 365

    • Unlimited phone or email support. Any of our engineers will be pleased to assist you during business hours, 9am – 5pm EST (Monday to Friday).
    • Limited to technical issues with tenancy (excludes desktop support and training).

Premium 24/7

    • Unlimited phone or email support. Any of our engineers will be pleased to assist you during business hours, 9am – 5pm EST (Monday to Friday).
    • After-hours support is available for emergencies. Emergencies constitute a "down" system, such as mailflow interruption (for NetGovern Secure) or impeded legal proceedings (in the case of Netmail Archive/Search).  After-hours support is available only via telephone.

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