Education and Support
Get in touch with our support team!
Impact of the incident is the measure of how business critical it is:
Critical
Complete email interruption or loss of functionality causing a severe impact on services availability affecting ALL users. There is no possible workaround.
High
Severe functionality or email flow degraded having a severe impact on most of the users.
Medium
Non-critical issue having an operational impact, but with no direct impact on email delivery.
Low
Low impact or minor issue related to the product.
Documentation
This is an incredible Support Resource, please search there before opening a support request!
Support Center
The online ticketing system is the most efficient way to access support services!
Telephone
For critical issues only
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 |
|---|---|---|---|
| Critical | 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 |
|---|---|---|---|
| Critical | 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.
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