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 Remote/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 maximum 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.

Technical Support Overview:

Channel	Goal	Notes
By Phone	Answer the Phone within 60 seconds	Dial 844-256-6444
By Chat	Respond to a live chat request within 30 seconds.	Available Monday-Friday 8am and 8pm ET.
Create A Case	Representative response within 60 seconds	Make your own support request online.