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.
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.
| 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.
Tier 1 support includes:
Tier 2 support includes: |
Available with Tier 1 or Tier 2 coverage includes: |
| 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. |
