Software Maintenance Agreements

To succeed, it’s critical that your physical and digital commerce technology is up-to-date and performing at optimum levels. With Software Maintenance Agreements (SMA) from Pitney Bowes, it’s easy to do.

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SMA Coverage Attributes No SMA SMA Tier 1 SMA Tier 2
SAP Material used as SMAX Entitlement Code/Order Line Detail No Code/Blank SMA_TIER1 SMA_TIER2
Self-Help: 24/7 access to web self-help and user and product support articles Yes Yes Yes
Technical Support: Telephone and Remove/Electronic, Mon – Fri 8AM – 8PM EST* Billable Yes Yes
On-Site Support (at PBI discretion after attempt to remote solve)* Billable Billable Yes
Refresher Training Billable Billable Billable
24/7 Emergency Standby Phone Support Coverage Billable Billable Billable
Expedited Overnight Parts Shipment Billable Billable Billable
Installation of Carrier Rates Updates Billable Billable Billable

*See full description of SMA coverage here.

Features

Global Support

Customizable service options

Reduced Complexity

Mitigate business risk

Software Maintenance Agreement

Tier 1 support

Tier 1 support includes:

  • Self-help with access 24/7 access to our web self-help user and product support articles.
  • Fixes to ensure maximize productivity. 
  • Product updates to ensure compliance and enhance product performance.

Tier 2 support

Tier 2 support includes:

  • All of Tier 1 support. 
  • Onsite maintenance support if remote support is unsuccessful (some limitations apply, see Pitney Bowes terms for details.)

Premier Support Options

Available with Tier 1 or Tier 2 coverage includes:

  • Direct access to support agents. 
  • Assigned account support manager. 
  • Expedited field dispatch and parts shipment. 
  • Semi-annual support review. 
  • Installation of carrier rates updates.

Resources