Description
Mailprotector's standard support hours are Monday through Friday, 9:00 AM to 8:00 PM ET, excluding holidays. The support team is ready to help our partners during these hours, and we do our best to answer your support requests as quickly as possible.
Email is an important, if not critical, component of your and your clients' information technology. If you or your client is experiencing an emergency email down situation, Mailprotector has on-call staff ready to respond.
After-Hours Support
Emergencies Defined
Mailprotector defines an emergency as a mail down incident:
- All email is not being delivered to the destination host
- More than one person cannot send email messages
- A domain has been disabled or blocklisted for suspicious activity
Escalating a Support Request
If your need matches one of the defined emergencies above, submit a Mail Down request.
Submit a Mail Down Request
- MailProtector Console: Click the
question mark and choose Contact Support
Shield Portal: Click on the menu in the upper-right corner and choose Contact Support
- Help Center: Click on the
menu in the upper-right corner and choose Submit a Request.
Select Email flow down or broken. Fill out other fields. Because the issue impacts the domain, make sure to select Issue Severity: Everyone unable to use mail.
Any other combination of ticket submissions will not trigger emergency support, as the ticketing system does not consider the other choices an emergency. Please note that if this combination is chosen for any other type of issue, the on-call technician may reprioritize the severity of your ticket and you will be assisted during standard business hours.
Please be as detailed as possible with the description, any links or attachments, and the affected domain. If you want a technician to call you or contact you through Zoom, please indicate that when submitting the request.
Once you click on Submit, the on-call technician is paged and will begin reviewing the submitted ticket as soon as possible.
Updated