Support: Post-Deployment Services

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.

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.

Incident Support

Incident-based support is 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.

Incident 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.

Incident 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.

Premium Support

Premium Support provides you with annual support coverage with better availability and response times than incident support. You must subscribe to the Software Subscription Service in order to be eligible for Premium Support.

There are five levels of Premium Support:

Feature	Scalix Annual Support	Scalix Bronze Support	Scalix Silver Support	Scalix Gold Support	Scalix Platinum Support
Included Support Points*	100	250	750	1,500	3,000
Availability	12 x 5	24 x 7	24 x 7	24 x 7	24 x 7
Response time	3 business hours	3 hours	2 hours	2 hours	1 hours
Standard User Unlocking	N/A	Yes	Yes	Yes	Yes
IT staff given free enrollment to our Technical Training	0	1	2	4	6
Scalix System Usage & Performance Assessment (Remote review of security, performance & usage)	N/A	Annual	Semi-annual	Quarterly/year	Monthly

*A single e-mail incident costs 10 points, and a single telephone incident costs 30 points.

For support services pricing see our Pricing page. For more information about support offerings contact your Scalix sales representative or your local reseller.