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

 

 

For information on service offerings and level of support,
download the Pitney Bowes Technical Support Overview.
Click on the icon below.  

 

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Resources

Data Sheet

Information Sheet