Support Overview
Support is a vital part of the total Alt-N Technologies customer experience. We want you to get the most from our products long after the initial purchase and installation and we are dedicated to ensuring that any issues are resolved to your satisfaction.
Customer Service
Our customer service department can help you with:
- Activation issues
- Questions regarding your purchase
- Questions regarding upgrades or renewals
- General product questions
U.S. Toll Free: 866-601-ALTN (2586)
International: 817-601-3222
sales@helpdesk.altn.com
Technical Support Options
Alt-N Technologies offers a variety of support options to get you up and running quickly when you have a technical issue:
- Support Agreement
- Available in 6-month and one-year terms
- Available for MDaemon (SecurityPlus is covered with a MDaemon Support Agreement), Outlook Connector, and RelayFax
- Offers unlimited product support
- Offers priority product support during normal business hours
- Available via telephone or email
- Better manage IT operating expenses
- Learn more…
- Per-Incident Telephone Support
- Available at $90.00 (U.S.) per incident
- Offers priority product support during normal business hours
- Available for any supported Alt-N Technologies' product
- Learn more…
- Free Email Support
- Available via our Request Support page only
- Ongoing support is only available via email during normal business hours
- 3-5 business day response time
- Offers unlimited product support
- Available for any supported Alt-N Technologies' product
- Online Self-Support
- Available 24/7
- Many solutions can be found through our extensive Knowledge Base, FAQs, or Community Forums
Self-Support Resources
As part of our commitment to superior customer service, we provide web-based access to self-help facilities, including:
- Knowledge Base - List of commonly mentioned issues regarding Alt-N Technologies' products.
- Frequently Asked Questions (FAQs) - A mix of technical and process oriented commonly asked questions.
- Community Forums - User forums that require registration for additional product support questions.
- Literature- Repository of technical documentation available for Alt-N products.
- Downloads- Collection of application programs, manuals, user guides, and release notes.
- Product Key Locator - Directions on how to locate your current product registration key.
- Product Support Request Form - Preferred method for submitting support cases because you can document your question in detail and have questions immediately directed to the most appropriate support professional.
Supported Products
Support for the following products can be obtained by using the Product Support Request Form:
Note:
Support has been discontinued for MDaemon email servers running on Windows 95, 98, ME, or NT.
*Effective June 1, 2012 Product Support will change to the following:
SecurityGateway / ProtectionPlus
- Available for end-user customers
- Your SecurityGateway product key must have current Upgrade Protection in order to receive priority telephone and/or one-day email support. If your SecurityGateway key has expired, paid telephone or 3-5 day email support is available.
- For ProtectionPlus priority technical support you must have current Upgrade Protection on both your SecurityGateway AND ProtectionPlus product keys.
- Priority telephone support is available during normal support hours*
- One-day email response - Request Support page
MDaemon Email Appliance Support
*Support Hours:
Priority support is available during normal business hours, Monday through Friday, 7:00 am - 5:30 pm U.S. Central Standard Time (excluding weekends and U.S. holidays) by calling:
U.S. Toll Free: 866-601-ALTN (2586)
If you have any questions on these support offerings or would like further details on Alt-N Technologies' support policies and procedures please contact us for more details.
Note: Alt-N Technologies reserves the right to deny support for abuses to the system.