Software Maintenance Agreements

Quick resolutions and updates for your software. We offer two levels of support to help you quickly resolve technical issues and update software. Each service options provides access to web self-help, technical support, product repairs, data updates and rate changes.

Key Benefits

Global Support
Customizable service options
Proven results
Mitigate business risk
Resolve technical issues and update software quickly.

How it Works

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 Billable
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.

Pitney Bowes' Premier Support supplement includes:

Exclusive PIN access for dedicated case management

  • Expedited “front of the line” call routing
  • Direct Access to top tier Case Managers (HIPAA certified and classified security clearance Case Managers may be available for an additional fee – contact for details)
  • Assigned Account Manager for quality and satisfaction assurance
  • Semi–annual support review by Account Manager
  • Expedited shipping if parts are required
  • Access to additional client defined remote resolve tools

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