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Icewarp

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COOKIE ANYONE?

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our website. learn more

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ICEWARP SUPPORT

Every IceWarp user is entitled to contact our Support Team using Live Support
form found on our website. The tool is available to everybody, free of charge.
Response time is 48 hours.

Live Chat support
Live Chat is your first point of contact with us. It is quick and easy to use
for all our customers.
Sales and technical support
Available during business hours and weekends
Quick response time
Chat now
Cloud Support
Our dedicated support for all customers using our cloud services.
A dedicated team of cloud engineers
Quick response time (typically within 2 hours)
Available during business hours and weekends
Create request
Priority Support
Our dedicated support for all customers using IceWarp on-premises with a service
contract.
Contract-based paid service (plans available)
Guaranteed response time
Phone support included
Create request Purchase now
Support team
Every IceWarp user is entitled to contact our Support Team using Live Support
form found on our website.
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Petr
Application Specialist
Michal
Application Specialist
Steve
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Tomas
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Anna
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Vaclav
Application Specialist
Michael
Head of Support
Petr
Application Specialist
Michal
Application Specialist
Steve
Application Specialist
Tomas
Application Specialist
Anna
Application Specialist
Vaclav
Application Specialist
Michael
Head of Support
Petr
Application Specialist
Michal
Application Specialist
Steve
Application Specialist
Tomas
Application Specialist
Anna
Application Specialist
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FREQUENTLY ASKED QUESTIONS (FAQS)

Can I address both technical and sales-related questions? +

Absolutely. Our Live Chat support agents are ready for all your questions,
whether they are purely technical or sales-related inquiries such as licenses,
subscriptions or contracts.

What is the best way to reach your support? +

Live Chat support is always your first point of contact. Cloud customers can
exclusively reach the dedicated cloud support team, and on-premises customers
with a service contract can reach the dedicated priority support team.

When is the best time to reach our support? +

You can reach us anytime; however, the Live Chat support agents are available
only during business hours and at weekends. Cloud and Priority engineers are
available 24/7 for any top priorities (severity 1 or 2).

What is your typical response time? +

We typically respond to any request within a couple of hours on the Live Chat
and within the same time on the Cloud support (top priorities only). We can,
however, respond within an hour in our best contract-based priority support
plan.

What is the benefit of having a dedicated engineer or talking to a dedicated
team? +

The benefit of having a dedicated engineer is the time during which you
communicate only with one person who is dedicated to your case until it gets
resolved. The advantage of a dedicated team is the priority your tickets get
while being treated by team members.

Where can I see the list of available options for Priority support? +

Available Priority support plans for customers using our product on-premises are
visible here. You can choose a plan with a quick response time as low as one
hour up to a plan that provides extra services such as server health check, the
user or admin training or server upgrade.

How can I reach the support over the phone? +

Phone support is exclusive to customers with service contracts (Priority
support). The rest of the customers can be contacted by the support (call-back)
if it helps to resolve their issues or address their claims.

How can I get a dedicated engineer in need of an emergency? +

You automatically get a dedicated engineer to address your incident when you
purchase Emergency support services. You can communicate with one person for as
long as a couple of hours over the phone, through helpdesk tickets or remote
sessions.

What is incident-based paid service? +

It is a paid service that guarantees you the quickest response time and a
dedicated engineer to resolve your issue, which could take up to a couple of
hours.

How does the communication work on the Live Chat? +

When you start the communication over the Live Chat, and you cannot wait until
you get served, feel free to place the question, leave your contact details, and
we will get back to you over email. You can follow up on that anytime directly
from your email or the chat interface on our website.

How can I get remote support? +

Remote support can be provided either as an on-demand paid service or as a
free-of-charge service within the Cloud, Priority and Emergency support.


SEVERITY

Severity 1
System is down! All users are affected by this issue.
Severity 2
Critical loss of application functionality or performance resulting in high
number of users unable to perform their normal functions.
Severity 3
Moderate loss of application functionality or performance resulting in multiple
users impacted in their normal functions.
Severity 4
Minor loss of application functionality, product feature requests, how-to
questions, configuration help, etc.
Please wait, your order is being processed ... There was an issue with your
order Sorry we could not complete your order. Please contact our Support team
via Live support to resolve the situation. Thank you! We have received your
request and we will get back to you soon. Thank you! We have received your
order. This is your SLA ID for future use. We have sent it to you to your email
address. Proceed to payment Subscription paid: Quarterly Yearly
Product
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