Software Maintenance Agreements


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