Technical support at MailStore is provided exclusively by qualified IT experts who handle cases within extremely short response times. We are here for you!
Do you need support during your test phase? Are you already a customer and have a technical problem? Are you looking for more technical information or detailed instructions? You are in the right place.
We are stronger together! As an SMB software vendor, we rely on specialized value-added distributors to allow us to always offer the best service possible.
Are you a reseller or service provider with a direct contractual relationship with MailStore? Then please contact us directly via our support center.
Are you a reseller with a contractual relationship via a distributor? Then please contact your distribution partner directly. We ensure that the technical support provided by our partners meets the same standards as our own support services.
Interested in becoming a MailStore reseller? Or are you a service provider and interested in adding email archiving as a service to your portfolio? Find out more about our Partner Program here.
We value customer feedback, so we ask our customers about their service experience satisfaction once a support case has been resolved.
94.4 percent of our customers rate their overall customer satisfaction with “satisfied” or “very satisfied”.
97.5 percent of our customers rate our support staff’s expertise and experience as “satisfied” or “very satisfied”.
94.9 percent of our customers are “satisfied” or “very satisfied” with the time it took to resolve their support case.
The average response rate to our survey is at 18.1% in Q3 2023 (15.7% in Q2). The figures above show average percentage of “satisfied” or “very satisfied” customers.
If your MailStore Server license includes our Premium Support or if you are using the MailStore Service Provider Edition, our support team is also available by phone.
A valid Update & Support Service includes the following services:
A new MailStore Server installation already includes an Update & Support Service for up to three years.
The contract must be extended before the end of the contract period. Customers will be notified ahead of time and automatically will receive an offer. Cancellation or renewal is not required. Please note, however, that without valid Update & Support Service you cannot receive any of the services listed above.
If your Update & Support Service has already expired and you would like to reactivate it, you need to purchase an upgrade. (See the question ’Can you reactivate an expired Update & Support Service?’)
Yes, it is possible to reactivate an expired Update & Support Service by purchasing an upgrade. An upgrade costs 70 percent of the list price of the existing user licenses, and is thereby significantly more expensive than a renewal. The contract period of the new Update & Support Service begins on the date of purchase.
|Services within the contract period||Standard
(included in the price)
|Free bug fixes, patches and interim releases||Yes||Yes|
|Free upgrade to new main versions||Yes||Yes|
|Access to unreleased hotfix versions||No||Yes|
|Technical support by email *||Yes||Yes|
|Technical support by telephone *||No||Yes|
|Option to purchase additional user licenses||Yes||Yes|
|Priority query handling with a maximum response time of 24 hours on weekdays||No||Yes|
|* During business hours (Monday to Friday from 8:30 a.m. to 5:30 p.m. CET)
A one-, two-, or three-year contract for the Update & Support Service can be chosen when purchasing the product.