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 premiersupport@pb.com 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