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Support contracts

SpamExperts offers a variety of great online resources to help you find the answers you are looking for. These include the Knowledgebase and the PDF documentation. As a SpamExperts customer, you benefit from friendly standard support with clearly defined guarantees and commitments. Via the SpamExperts email ticket system or by simply giving us a call, you can address questions you do not find an answer to in the Knowledgebase.

For specific guarantees and/or commitment levels, preferred support handling, guaranteed response times or outside business hours support, SpamExperts offers the following attractive Premium Support Contracts. Thus, in business critical situations, Premium Support Contract holders make sure they’ve got the assistance they require exactly when needed. Pricing is available upon request.

Exclusive Benefits of the Premium Support Offerings

  • High level guarantees and commitments
  • Dedicated phone number and extended support hours
  • Dedicated Senior Support Team
  • Preferred Support Handling
  • Guaranteed Response Time
  • Priority Escalation (ticket escalation option)
  • Proactive Filter Monitoring and Performance Optimization
Standard Support Contract Premium Support Contract 24/7 Premium Support
Support Availability Business Days, M-F
09:00 - 18:00 CET
Extended Support Hours, M-F
09:00 - 21:00 CET
Email Ticket Support Yes Yes Yes
Phone Support Yes Dedicated number Dedicated number
Filter Software Monitoring 24/7 Yes Yes Yes
Severity Definition Yes Yes Yes
Guarantees & Commitments On best-efforts basis Medium-level High-level
Guaranteed Response Times - Yes Yes
Priority Escalation - Ticket escalation button Ticket escalation button
Premium Proactive Monitoring
& Performance Optimization
- Yes Yes
24/7 Emergency Phone Support* - - Yes

*A fee of 100 EUR / 130 USD applies per emergency support incident which cannot be classified under severity levels 1, 2, or 3, reported by phone outside the standard phone support hours.