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.
Scalix supports products that are within two major releases from the current release. You will not be charged for an case if the issue is the result of a product bug, however a valid support entitlement is always required to open the case.
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.
Scalix Basic Support
Scalix Basic Technical Support is based on incidents and 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.
Basic Technical support is offered through e-mail and telephone, and is available Monday through Friday (excluding holidays), from 9:00am - 5:00pm in your local time zone. when you initiate a support incident, our support team will respond within four business hours. Scalix supports 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.
Basic Technical Support is sold through a points system. A single e-mail incident costs 10 points, and a single telephone incident costs 30 points. Support points are sold in packs of 50, 110 and 180. For support points pricing and purchase, please visit our pricing page. New customers receive free support points with their initial purchase of Enterprise Edition and Small Business Edition that are valid for one year.
For improved response time, Scalix Basic Support is also offered as an annual subscription with 100 points included. This is available Monday through Friday (excluding holidays), from 8:00am - 8:00pm in your local time zone. When you initiate a support incident, our support team will respond within three business hours.
Scalix Premium Support
Premium Support provides you with annual support coverage with 24x7 availability and better response times than Basic Support. In addition, you get unlimited free Standard Users instead of a number limited by a ratio depending on the version of Scalix you are using, as well as system health checks and included training passes for Scalix Training. You must subscribe to the Software Subscription Service in order to be eligible for Premium Support.
There are four levels of Premium Support from Bronze through Platinum.
Support Type Summary
|Basic Technical Support||Basic Annual Support||Bronze Premium Support||Silver Premium Support||Gold Premium Support||Platinum Premium Support|
|Included Support Points*||**||100||250||750||1,500||3,000|
|Availability||8 x 5||12 x 5||24 x 7||24 x 7||24 x 7||24 x 7|
|Response time||4 business hours||3 business hours||3 hours||2 hours||2 hours||1 hours|
|Standard User Unlock||No||No||Yes||Yes||Yes||Yes|
|IT staff given free enrollment to our Technical Training||0||0||1||2||4||6|
|Scalix System Usage & Performance Assessment (Remote review of security, performance & usage)||N/A||N/A||Annual||Semi-Annual||Quarterly per year||Monthly|
* A single e-mail incident costs 10 points, and a single telephone incident costs 30 points.
** Depending on points package purchased.