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Support Center
The online ticketing system is the most efficient way to access support services!
Telephone
If you are uncomfortable with our Support Center or you just want to speak with us.
Documentation
This is an incredible Support Resource, please search there before opening a support request!
Service Level Policy (SLA)
Our Support Center is committed to the following service level agreement (SLA) policy:
Standard Support Center SLA
| Priority | Respond within | Resolve within | Operational Hrs |
|---|---|---|---|
| Urgent | 2 Hrs | 6 Hrs | Business Hours |
| High | 6 Hrs | 12 Hrs | Business Hours |
| Medium | 8 Hrs | 1 Day | Business Hours |
| Low | 1 Day | 3 Days | Business Hours |
Business Hours are referred to GMT+1, from 08:30 am to 18:30 pm.
Premium Support Center SLA
| Priority | Respond within | Resolve within | Operational Hrs |
|---|---|---|---|
| Urgent | 1 Hrs | 4 Hrs | Calendar Hours |
| High | 4 Hrs | 12 Hrs | Business Hours |
| Medium | 8 Hrs | 1 Day | Business Hours |
| Low | 1 Day | 3 Days | Business Hours |
Premium Support includes phone support available 24/7/365 with a dedicated phone number and personal PIN code is available on request. Contact sales team for a quote.
Impact of the incident is the measure of how business critical it is:
Urgent
Complete email interruption or a critical functionality disruption causing a severe impact on services availability affecting all of the users. There is no possible workaround.
High
Critical functionality or email flow degraded having a severe impact on most of the users.
Medium
Non-critical function having an operational impact, but with no direct impact on email delivery.
Low
Any other minor problem related to the product.
Questions About Our Services? Ask Our Experts
LIBRAESVA SRL
Piazza Cermenati, 11
23900 Lecco - ITALY
VAT ID: 03442930131
LIBRAESVA LIMITED
Spaces, 83 Baker St
London W1U 6AG - United Kingdom
VAT ID: 274381685
LIBRAESVA INC
2608 2nd Ave, Suite 327
Seattle, WA 98121 - United States