Support: Contacting Technical Support

Support Points

Support points may be used for either e-mail or telephone support incidents (provided that you have a sufficient number of points)*. An e-mail support incident costs 10 points, and telephone support incident costs 30 points. Points purchased at different times may be combined to use a support incident. Points expire one year from their date of purchase.

Support Availability and SLA

Incident Support is available Monday through Friday, 9:00 – 17:00 in your local time zone. Incident support is not available on major government holidays. Once your support incident is logged with our support team, a support technician will respond to your inquiry within four business hours.

Initiating a Support Incident

To initiate an e-mail support incident, please use our online reporting form. You will receive a ticket number via email. Further communication can then be done from your email program referencing the ticket.

Open a Support Case online

To initiate a telephone support incident, please call 1-866-722-5492.

Upon submitting your support request, you will be issued an incident ticket number. Please keep this number for your records, as Scalix will use this number to manage your incident until it is resolved.

Support Terms

Scalix offers customer support on a per-incident basis. An incident is defined as assistance with one issue, problem, or question relating to the use or installation of a Scalix product, regardless of the number of communications required. A single support case is a problem which cannot be divided into subordinate problems. If a problem includes subordinate problems, then each will be treated as a separate incident. Scalix Technical Support will provide technical support for the following types of incidents:

Problems with the installation, operational usage and configuration of Scalix products
Product feature requests where the customer wishes to be kept informed of disposition

Scalix Technical Support will generally decline the following types of cases, which are effectively handled by onsite teams, partners or Scalix Professional Services:

General or incremental performance tuning
General advice concerning architecture
Capacity or performance planning
General configuration questions for non-Scalix software

Scalix will use all commercially reasonable efforts to respond to and resolve support incidents in a professional and timely manner. A support incident may be opened for any Scalix product that is a current release.

Once closed, a customer may request that the support incident be re-opened up to 90 days following original closure, as long as it is determined that the problem is exactly as originally reported. A support incident must be pre-purchased and on hand before a support case can be opened. The support points will be decremented when a support case is opened. If it is later determined that the support case is a result of a product failure (bug), as defined and determined by Scalix, the points will be credited back to the customer record or, if desired, the charge for the incident will be credited back to the credit card.

*Community Edition users may only use e-mail incidents.