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Valimail Support

Valimail provides general technical assistance and support to Authorized Users.

BASIC

INCLUDED WITH ANNUAL SUBSCRIPTION

ENHANCED

PER ANNUM

PREMIER

PER ANNUM

Support Services

  • Email

Support Services

  • Email

Support Services

  • Email

Access to Valimail Support Portal

  • Learn and search for solutions
  • Submit and review support tickets

Access to Valimail Support Portal

  • Learn and search for solutions
  • Submit and review support tickets

Access to Valimail Support Portal

  • Learn and search for solutions
  • Submit and review support tickets

Response to incident

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  • All priorities – within 24 Business Hours

Business Hours – M-F 6am-6pm PT Excluding holidays

Response time in Business Hours

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  • Urgent – 1hr
  • High/Medium – 4hrs
  • Low – 24hrs

Business Hours – M-F 6am-6pm PT Excluding holidays

Response time in Business Hours

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  • Urgent – 1hr (24x7x365)
  • High/Medium – 4hrs
  • Low – 24hrs

Business Hours – M-F 6am-6pm PT Excluding holidays

Streamlined onboarding

  • Configuration tasks assigned via emails to customers and distributed to multiple Valimail agents to assist with configuration questions.
  • The entire onboarding process is done through email notifications and our support portal for easy access to all assigned tasks.

Streamlined onboarding

  • Two 30 minute onboarding kickoff calls
  • Configuration tasks assigned via emails to customers and distributed to multiple Valimail agents to assist with configuration questions.
  • The entire onboarding process is done through email notifications and our support portal for easy access to all assigned tasks.

Streamlined onboarding

  • Two 30 minute onboarding kickoff calls
  • Configuration tasks assigned via emails to customers and distributed to multiple Valimail agents to assist with configuration questions.
  • The entire onboarding process is done through email notifications and our support portal for easy access to all assigned tasks.
Technical Account Manager (TAM) *

* Per Annum

Services offered

  • Dedicated TAM for best practice, technical advice and onboarding guidance
  • Onboarding kick-off calls
  • Objective – Get to enforcement within 90 days
  • Communicate directly with customer’s technical team lead and executive sponsor
  • Onboarding status check calls with the technical team lead until the primary domain is at enforcement
  • Quarterly status and health check after environment is at enforcement
  • Response Time – Refer to Premier Package
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Incident Priority Definition

PriorityDefinition
UrgentThe Valimail platform is completely or partially down
HighAny critical condition which prevents the use of core Valimail platform functionality
MediumAny minor problem or error which can easily circumvent or avoid with minimal effort
LowGeneral question or feedback regarding Valimail products

Customer Responsibilities. In order to successfully provide the aforementioned Service Support, Customer is responsible for the following: (i) modifying or delegating the DNS records, or modifying other necessary settings, as outlined in the relevant Documentation, and for also restoring those records or settings to their original state at the end of the Subscription Term; (ii) assign a technical representative with the authority to approve or deny sending services; (iii) address SAML/SSO functionality prior to engaging Service Support, via Documentation or technical support; and (iii) Cooperate with Valimail for the replacement of sending services that cannot be aligned.

Valimail may close support tickets if they are outside the scope of the Support Services or if multiple attempts to contact the Customer with regard to a support ticket have gone unanswered. If a support ticket is closed due to lack of response, Customer may request that it be reopened. If, during the support inquiry process, the support issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned to the issue based on its current impact on the operation, then Valimail will upgrade or downgrade the severity level of the issue according to the severity level that most appropriately reflects the issue’s current impact. The support packages apply to Customer, only if Customer is a current paying subscriber of the applicable Support Services.