Global Client Support

MessageLabs are not the only Software as a Service company to offer 24/7 telephone support, but what makes our service different is what lies behind it; a Global Client Support Team with a strong service ethos, who are responsive, technically skilled and focused on continuous improvement.

Our service can be accessed 24/7 by telephone or email and our focus on clients’ needs is reflected in our client surveys which regularly show that 95% are satisfied with the support they receive.

24/7 professional support you can rely on

Key features of our support services are:

• Telephone and email support available 24/7, year round.
• Global Teams located in EMEA, North America and Asia Pacific all operate to the same high standard, whilst adding local expertise.
• Clear escalation procedures with accountable, named contacts.
• Support features such as knowledgebase, raising and tracking tickets available via ClientNet our online portal.
• Support SLAs for technical support/fault response which target the following response time of all support calls based on the following categories:
  - Critical: 95% calls responded to within 2hrs
  - Major: 85% calls responded to within 4hrs
  - Minor: 75% calls responded to within 8hrs