SpamExperts offers high quality standard support. Additional services and extra support contracts can be purchased. All information on the SpamExperts Support levels and Service Level Agreements can be found in the following pdf document.
SpamExperts Service Level Agreements (SLAs)

There are four different levels of support available. Standard support and SLA 1-3.

- NBD = Next Business Day
- 24/7/365 = 24 hours / 7 days a week / 365 days a year
- SLA level 2 guaranteed response time only applies to phone inquiries during office hours from 09.00-18.00 GMT+1
- SLA level 1-3 only are available to SpamExperts Domain Dedicated customers

Prices

- Prices quoted are on a per server basis for the period of 1 year and exclude 19% VAT.
- In the case of emergency phone support a fee of € 75.00 is charged per phonecall/ support request which is not directly resutling from a software failure caused by SpamExperts.
- The standard fees remain in place for re-installations and support caused by errors from the SpamExperts Domain Dedicated client him/her-self.
- All emergency support is dealt with in the English language unless agreed on differently

Standard support

• Access to online support resources
  
  All SpamExperts customers have access to support resources such as the FAQ, documentation sheets, and instruction videos available on the SpamExperts website
  
  
• Access to the SpamExperts live-chat
  
  All SpamExperts customers have access to the SpamExperts live-chat available via the SpamExperts website. SpamExperts aims to have its live-chat available during office hours Monday through Friday from 09.00 until 18.00 GMT+1.
  
  
• Email ticket support
  
  All SpamExperts customers have access to the SpamExperts email ticket support via the SpamExperts website, or via support@spamexperts.com. This service is normally available 24/7/365 and the SpamExperts support team aims to adequately answer all your questions within 1 business day.
  
  
• Telephone support
  
  SpamExperts aims to be available to all its clients that require technical telephone support during office hours Monday till Friday from 09.00 until 18.00 GMT+1. The general support number is: +31 43 711 3800.
  
  
• 24/7/365 monitoring of the filtering software
  
  SpamExperts aims to monitor the filtering software for all SpamExperts Domain Hosted and Dedicated customers 24/7/365. In case of a software error or disruption, the SpamExperts development team will directly attempt to resolve the issue.
  
  
• Maintenance
  
  All SpamExperts Domain Dedicated customers regularly receive scheduled maintenance services. In order to ensure no disruptions for the customers' filters, non-emergency maintenance is scheduled at fixed hours on Fridays from 01.00-04.00 a.m. and 08.00-10.00 a.m. UTC.
  
  
• Access to newly released patches and updates
  
  All SpamExperts customers receive regular patches and updates to their filtering software to assure optimal filtering at all times and to adjust to changing demands of filtering spam correctly. SpamExperts develops and refines the filter and major new releases are rolled out various times during the year.

Premium support

SpamExperts offers premium support to customers with a level 1, 2, or 3 service level agreement.

• Guaranteed response times
  
  The guaranteed response time can be purchased as "4 hour response time" or "Next Business Day". 4 hour response time implies that the problem will be attended within four hours, next business day within one business day. SpamExperts aims to have one (or more, if necessary) system engineers work on the problem until the issue is fully resolved. SpamExperts however cannot under any circumstances provide full assurance that the reported problem is resolved within the response time, it can only provide assurance that the support request is analyzed and attended within the guaranteed response time and worked on full-time until the problem is resolved. Reported problems should be either communicated via normal phone or through the emergency phone support and should be accepted by one of SpamExperts' support employees. SpamExperts expects full cooperation and availability from the customer over the period the support request is dealt with. Problems reported via email ticket support do not fall under the guaranteed response agreement.
  
  
• 24/7/365 emergency phone support
  
  SpamExperts offers SpamExperts Domain Dedicated customers with a level 3 service level agreement 24/7/365 emergency phone support. The service level agreement can only be purchased for all the SpamExperts Domain Dedicated servers in the filtering cluster of the customer. SpamExperts aims to be reachable at all times but cannot be held responsible for being unreachable should the phone system be experiencing downtime. For each emergency phone support enquiry, a € 75.00 fee is charged to the client unless it is a direct result from the malfunctioning of the SpamExperts filtering software caused by a change implemented by SpamExperts.
  
  
• Breach of contract
  
  In the event of SpamExperts failing to deliver the contracted service level, the accountability terms of SpamExperts outlined in the general terms & conditions apply.
  
  

* The SpamExperts General Terms & Conditions apply to all situations at all times and hold true for all service levels unless service level agreement 1, 2, or 3 specifies differently.