IceWarp Support
Every IceWarp user is entitled to contact our Support Team using Live Support form found on our website.
The tool is available to everybody, free of charge. Response time is 48 hours.
Because all questions deserve to be answered
Live support
Live Support is your first point of contact with our technical team. Available for free to use for everyone.
- Callback (Priority support & Cloud customers only)
- 2 hours typical response time in business hours
- 48 hours guaranteed response time
- Mirapoint product support
Emergency support
Ideal for isolated incidents requiring the immediate attention of the Support team. Your case automatically receives the highest priority, and we guarantee the assistance within 2 hours.
- Single incident support
- Callback available
- Remote support included
- 2 hours guaranteed response time
Cloud
Support only for our cloud customers who have their data in our data centres. These requests will be automatically treated with a high priority.
- Callback available
- 2 hours guaranteed response time (severity 1 and 2)
- System monitoring
Priority support
On-premises customers can purchase Priority support as a service to ensure they get just the level of support they require. Guaranteed response time can be as low as 1 hour, including callback for critical issues, depending on the selected plan.
- Pre-paid service
- Callback available
- Plan-based response time
Frequently asked questions (FAQs)
The support engineer will, at their discretion, call you back at your phone number to collect information relating to your support case or to inform you of important changes or progress.
Yes, anybody can ask anything about IceWarp. From how-to questions on configuring your favourite email client, through resetting your password, to complex issues, such as setting up your domain. No question too simple or too complicated to be left unanswered.
An issue is considered critical when your system is down, or a large number of users are affected in their regular work. It also applies to critical loss of application functionality or performance resulting in high number of users being unable to perform their normal operations.
Please use the Live support chat facility. A member of our Support team will respond to you within 48 hours.
If you close the browser, you will get your answer by email, provided that you give us your email address.
A member of our Support team can help you with your case by accessing your system via remote connection.