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Fort Systems stands behinds its anti-spam and anti-virus software and strives to provide exceptional support for our products. Our technical support team is committed to providing you with the highest level of service and support. We provide two levels of support – Standard Support and Platinum Support. Our Platinum Support offers you 24×7 web, phone and email support coverage.
| Features | Standard Support | Platinum Support |
|---|---|---|
| Contract Term | 1 Year (renewable annually) | 1 Year (renewable annually) |
| Support Access Channels | Web and Email | Phone, Web and Email |
| Support Requests Allowed | Unlimited | Unlimited |
| Who Can Report Support Requests | Up to three users may be enabled submit support requests. All support requests MUST be sent via email to support@fsl.com. | Up to three users may be enabled submit support requests. All support requests MUST first be sent to support@fsl.com. After submitting the email request, the customer is welcome to call 202 595-7760 extension 1. |
| Hours of Coverage | 8:00 AM to 6:00 PM EST (USA), Monday through Friday | 24 hours per day, Seven days per week |
| Request Response Time | A technical support engineer will respond to all Severity 1 requests within 12 hours. All Severity 1 requests received outside of the Hours of Coverage will be responded to on the next business day. We process the requests in the order of their severity. | A technical support engineer will respond to all Severity 1 requests within 6 hours or better. We process all requests as quickly as possible in the order of their severity. |