Technical Support

Technical support at MailStore is provided exclusively by qualified IT experts who handle cases within extremely short response times. We are here for you!

MailStore Server

Submit a Ticket

MailStore SPE

Submit a Ticket

MailStore Gateway

MailStore Home

Get in Touch With Us

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.

Mo. – Fr. 8:30 a.m. to 5:30 p.m. CET

[email protected]

+1 (800) 747 - 2915*

*For users who have booked premium support.

Support for Partners

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.

Need Support?

Are you a reseller or service provider with a direct contractual relationship with MailStore? Then please contact us directly via our support center.

Support Center

Find your Distributor

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.

Partner Locator

Become a MailStore Partner

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.

Register now

Webinars

Experience our products MailStore Server and the MailStore Service Provider Edition live, free of charge and without obligation.

MailStore Server MailStore SPE

Excellent support for our customers

We value customer feedback, so we ask our customers about their service experience satisfaction once a support case has been resolved.

94.8%

Overall Customer Satisfaction

94.8 percent of our customers rate their overall customer satisfaction with “satisfied” or “very satisfied”.

96.9%

Expertise and Experience

96.9 percent of our customers rate our support staff’s expertise and experience as “satisfied” or “very satisfied”.

97.9%

Time to Resolve Support Case

97.9 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 15.7 percent in Q2 2023 (15.6% in Q1 2023). The figures above show average percentage of “satisfied” or “very satisfied” customers.

Support FAQ

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.

What does the Update & Support Service include?

A valid Update & Support Service includes the following services:

Technical support from MailStore by OpenText or your responsible partner
Updates to the latest MailStore Server version
The basis for adding additional users to your existing installation

A new MailStore Server installation already includes an Update & Support Service for up to three years.

What conditions apply to extending or cancelling the Update & Support Service?

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?’)

For an upgrade quote, please contact our customer service at [email protected] or +1 (800) 747 - 2915.

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.

For an upgrade quote, please contact our customer service at [email protected] or +1 (800) 747 - 2915.

What are the differences between Standard and Premium Update & Support Service?

Services within the contract period	Standard (included in the price)	Premium (optional)
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)

What contract periods are available for the Update & Support Service?

A one-, two-, or three-year contract for the Update & Support Service can be chosen when purchasing the product.

Tech Tips

In our blog series "Tech Tips" we want to introduce all interested users, customers and partners to various topics related to MailStore Server.

Tech Tips: Migrating Existing MailStore Server Customers from Microsoft Exchange Server to Microsoft 365

In our Tech Tips series of blogs, we want to enlighten interested parties, customers, and partners about various topics concerning MailStore Server. The accompanying video…

Tech Tips: Setting up Let’s Encrypt SSL/TLS Certificates in MailStore Server

As we’re sure you already know, our Tech Tips blog series aims to provide interested parties, customers, and partners with detailed information on selected product…

Tech Tips: Archiving Microsoft 365 Emails for New MailStore Server Customers

We created our blog series Tech Tips to familiarize all interested parties, customers, and partners with product features and user scenarios related to MailStore Server. This time we'll show you archiving Microsoft 365 Emails for New MailStore Server Customers.

Tech Tips: Restore and Export Options

In our Tech Tips blog series, we want to give all interested parties, customers, and partners detailed information on selected product features of MailStore Server.…

Tech Tips: Automated Archiving

In our Tech Tips blog series, we want to enlighten interested parties, customers, and partners on various topics to do with MailStore Server. In this…

Tech Tips: Tips for Using the Outlook Add-in

In our blog series Tech Tips, we want to share our expertise with interested parties, customers, and partners so that everyone gets the very best…

Tech Tips: Installation and Configuration of MailStore Gateway

As you perhaps already know, in our Tech Tips blog series, we aim to provide interested parties, customers, and partners with detailed information on selected…

Tech Tips: How to Move MailStore Server

In our Tech Tips blog series, we want to give all interested parties, customers, and partners detailed information on selected product features of MailStore Server.…

Tech Tips: Advanced Search Function in MailStore Server

In our Tech Tips blog series, we want to give all interested parties, customers, and partners detailed information on selected product features. As well as…

Video: Licensing MailStore Server

If you’re a regular reader of our blog, you’ll be familiar with our tech tips. This blog series uses brief videos to provide interested parties,…

Tech Tips: The Right Archiving Strategy

In our Tech Tips blog series, we want to give all interested parties, customers, and partners detailed information on selected product features and demonstrate how…

Tech Tips: Creating A Backup

In our Tech Tips blog series, we want to give all interested parties, customers, and partners detailed information on selected product features and demonstrate how…

Tech Tips: Creating Status Reports in MailStore Server

We created our blog series ‘Tech Tips’ to inform interested parties, customers, and partners about different topics related to MailStore Server. In the corresponding videos,…

Want to learn more on email archiving?

In our practical white papers & guides, you will find answers to the most important questions about email archiving.

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