On-Demand Subscription Services Product Support Terms

(Last modified: February 11, 2020)

As part of your access to the Services, we will provide you with the following:

a)  SELF HELP.  24/7 access to web self-help and user and support articles.

b)  TECHNICAL SUPPORT.  We provide technical support over the phone and via the Internet (“Remote Support”) unless otherwise specified.  To receive Remote Support you must provide us access to your device.  When submitting an issue, you will be requested to provide sufficient detail for us to reproduce the problem.  Additional support, such as diagnosis of your IT environmental or infrastructure issues, may be available, subject to additional terms and fees.

            (i)            Telephone Support.  PB product support is available from 7 am to 7 pm Central Time, Monday through Friday, excluding PB observed US holidays (“Normal Operating Hours”).  You may contact PB Product Support toll-free by phone during Normal Operating Hours.  Contact numbers are located at https://www.pitneybowes.com/ca

            (ii)           Electronic Requests.  You may submit a request to PB Product Support electronically by going to https://www.pitneybowes.com/ca, signing in to Your Account, and submitting a ticket 24 hours a day, 7 days a week.  Requests received outside Normal Operating Hours are processed the next business day.

            (iii)          If there are 50 or more users within your organization, then you must identify a limited number of staff who are responsible for escalating requests for support assistance to us (“Authorized Personnel”). We will provide remote technical support assistance to the Authorized Personnel for issue resolution with the Services. Authorized Personnel will then be responsible for providing technical support to other users within your organization. Any issue escalated to us for technical support must be related to Services provided by us (and not to your organization’s operating environment or other hardware or software). Additional fees will apply if your organization does not have Authorized Personnel available.