The MAPILab Ltd. Company offers our customers the following technical support programs: Standard and Premium.

Standard Support Program

The Standard support program is available to all users (both registered and unregistered, but requests of registered users have the highest priority and are processed in the first place) and is free of charge on the stage of product testing and during the year since the purchase. The prolongation of the product license also extends the technical support based on the Standard support program for additional year. The Standard support program includes the following kinds of technical support:

1. support via online system on our company web-site. This is the main and the most recommended way of appealing for technical support. The given system requires registration with specifying of login name and password. It is a system of tickets (requests). The maximum time of reply to a placed ticket is 48 hours. It is not a forum, the problem solving is performed personally and all transferred information is available only to the employees of MAPILab technical support department and the user, who placed the current ticket. After the problem is solved, the ticket is closed. Also, the ticket is closed automatically in two week if no new messages appear in it.
2. support via FAX. You can send the message to us by means of fax. The fax service is available on the number +1 (419) 8210730, working non-stop 24/7.

Premium Support Program

The ways of technical support is offered to the purchasers of our tools and solutions for Microsoft Exchange Server. Premium Support program allows to solve a problem or get an answer in a very short period of time. The personal contact with an employee of the technical support department or an employee of the marketing department gives you a possibility to describe your problem in the most exact way and get the most qualified answer. Premium Support includes the following kinds of technical support:

1. support via Live Help. The online system that works in real-time mode and is represented as a chat-session in which two people participate: client and technical support employee. Live Help is available on workdays from 7:00 till 18:00 GMT. After end of chat you can get a copy of the chat transcript emailed to you.
2. support via Instant Messages systems is available on workdays from 7:00 till 18:00 GMT. In order to use this kind of technical support, you should leave a request with the date, time and the name of Instant Messages system, by means of which an employee of technical support can contact you. It is possible to use ICQ, Windows or MSN Messenger, Skype. If you don't use any of the abovementioned systems, please, specify the name of the program using which we can contact you.
3. support via Remote desktop connection. The given system allows the technical support employee to connect to the desktop of your computer and configure the system or solve a problem together with you. This current way of technical support is available on workdays from 7:00 till 18:00 GMT. In order to use this kind of technical support, you should leave a request with the date, time and way to contact you for establishing the remote connection.
4. Phone support. You can contact us by means of the toll-free number in the USA. The telephone support is available on workdays from 7:00 till 18:00 GMT. The technical support phone number is provided together with the Premium Support Licese key. Please, be prepared to specify the registration code of the Premium Support Program after the operator's response.

In order to use these kinds of technical support, it is necessary to purchase the Premium Support Program. It can be bought both separately and together with the purchase of products of MAPILab Ltd.

By obtaining the Premium Support Program, you get a registration code, which will allow you to use all real-time ways of technical support. The support is carried out in English.

Frequently Asked Questions and useful topics

Please, browse the following documents before placing a support request, as they may indeed contain the solution to your problem and save you the time of waiting for your request to be answered:

In case your support request is regarding incorrect software operation, please compare the version of the software installed on your machine with the latest version available on our web site. The software error may have already been fixed in the latest version. Please include additional information in your support request when describing erroneous program operation so that we can make a thorough investigation. Such additional pieces of information may include: Operating System version, Microsoft^® Office version, service packs and updates installed, Microsoft^® Exchange server version etc.

If you want to send us your ideas, suggestions or proposals (which do not require a reply) you can do so using the special suggestion form on this web site.