PerfectMail L1000 Maintenance & Support
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Premium Yearly Maintenance & Support
In addition to the extensive benefits of Standard Support, Premium Support customers are entitled to the following services:
- Jump to the front of the support queue with premium phone support
- Same day hot-shot replacement of any failed appliance
- Free, pre-paid shipping for the defective appliance
- Priority update service - receive your antispam and antivirus updates first
Don't spend time waiting for a support call back. With premium support, you receive
fast, priority service. Your call will either be handled by an available support technician or your
call will be returned before any waiting standard support inquiries.
Receive replacement machines fast. Premium support customers receive next business
day¹ replacement for failed appliances. Just call us and we will ship you a replacement
preconfigured with your settings and customizations.
When the replacement appliance arrives, just swap it for the failed unit and your PerfectMail
L1000 is instantly back in service. Just place the
defective unit in the pre-paid shipping carton and send it back.
Priority updates. Jump to the front of the update queue with priority updates. Your
machine will receive antispam and antivirus updates before Standard Support customers.
Stop worrying about antispam or antivirus update delays leaving you potentially vulnerable
to zero-day
attacks, with our priority update service, you receive maximum protection.
Standard Yearly Maintenance & Support
Customers who have a paid-up Standard Support agreement are entitled to the following benefits:
- Free updates, pushed to your machine, for the PerfectMail antispam engine
- Antivirus signature updates pushed to your machine as soon as they become available
- Phone support between 9:00am and 6:00pm Monday through Friday EST (holidays excepted)
- Return to depot hardware replacement service for defective hardware
- Ability to upgrade to more powerful PerfectMail appliances by paying the pro-rated upgrade
difference between your L1000 and the appliance of choice
Free Updates including bug fixes and feature enhancements.
XPMsoftware will maximize your e-mail protection by automatically
pushing updates to your PerfectMail appliance. There is no need to waste time downloading and
installing updates yourself². As a support customer, you never pay extra for
software improvements to PerfectMail³.
Antivirus updates. Get protection from the latest virus and Phishing threats with our
antivirus update service. Your machine will poll for updates every hour.
Worried about a zero-day threat? Use the PerfectMail Update Virus Signatures link (on the
Server Admin —> Services page to request immediate updates.
Support customers get live phone support. With PerfectMail support you don't have to
waste your time searching through FAQs or forums. Call in for free, live support.
Your appliance will be repaired or replaced at no charge to you as long as you have a
paid up support agreement in place (see details below). If possible, we will preserve or
re-apply your custom settings and configurations so your appliance will be ready for service
upon receipt.
Trade up to a more powerful appliance at any time simply by paying the
difference between the purchase
price of your machine and the retail price of the more powerful appliance. If your appliance
is more than one year old, your trade up credit will be reduced by 33% of the retail price of
your machine for each full or partial year of service.
Limited Hardware Warranty
PerfectMail appliances come with a one year limited hardware warranty. For one year from the
date of purchase, XPMsoftware will repair or replace, at our option,
any PerfectMail appliance that fails due to a defect in materials or workmanship. This
warranty applies to hardware only and does not cover installed software, configurations or
customizations as may be made by the customer.
Customer Obligations
If you suspect your appliance is in need of service, please
contact us for support or to arrange for a Return Materials
Authorization (RMA). The appliance must be returned to XPMsoftware at the customer's expense
and must clearly indicate the RMA number for the returned appliance.
Appliances received by XPMsoftware that do not contain an RMA number on the outside of the box
will be refused.
Customers must return their appliance in the original shipping carton or equivalent. We
suggest customers purchase shipping insurance and get a tracking number
when returning appliances. Appliances
lost or damaged during shipping are not covered under our standard hardware support warranty.
Customers are responsible for return shipping costs including courier charges, insurance,
customs duties, brokerage fees, etc. If we receive an appliance with COD delivery fees, it
will be refused.
XPMsoftware Obligations
Upon receipt of your appliance, we will assess the problem and repair or replace your
appliance at our sole discretion. You agree that we may use new, or refurbished components to
repair your appliance. If your appliance is no longer offered or is unrepairable,
we reserve the right to substitute a current model of our choice whose retail price approximately matches the list
price of your appliance.
We do not guarantee that we will be able to return your original appliance to you. We will do
our best but do not guarantee that we will be able to preserve your current configuration or
historical data when repairing your appliance.
We will ship your appliance back to you within 5 business days of receipt. It will be
returned to you via prepaid surface shipping.
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¹ Subject to availability.
² Subject to customer granting XPMsoftware secure shell access to to the appliance.
³ New features and new products not covered by the free update offer.
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