Official Support SLA
The guaranteed Service Level Agreement (SLA) for Mailborder support contracts is one business day. The official support hours are 9am-5pm M-F Eastern Standard Time (New York) excluding holidays.
The Support Center is monitored 24/7 and our support response times are typically within minutes anytime a ticket is submitted. However, we cannot absolutely guarantee this real-time support response at all times.
We have excellent support and often go above and beyond for our customers. We are not going to stand by while you have a network meltdown. We appreciate every customer we have and we will go above and beyond to keep your business.
Our support includes a support widget within the Master web interface. The widget has direct access to the Mailborder knowledge base and ticketing system. This allows you to search topics and submit support tickets without having to navigate our support system.