Fort Systems stands behinds its anti-spam and anti-virus software and strives to provide exceptional support for our products. Our world-class 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 firstname.lastname@example.org.||Up to three users may be enabled submit support requests. All support requests MUST first be sent to email@example.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.|