Software Maintenance Agreement

Software Support

Exclaimer’s cloud software is fully supported in all active subscriptions.

  • Supported customers receive all product updates and upgrades free of charge.

  • Only the latest version or the directly preceding version of Exclaimer software is supported.

Supported Microsoft Systems

The SMA is valid for all Microsoft operating systems and software supported by Exclaimer products (see the release notes for your product for the full list).

  • If the Microsoft Operating System or Software is no longer supported by Microsoft, Exclaimer will make reasonable efforts to resolve the issue.

  • However, if the issue is caused by an unsupported system, Exclaimer reserves the right to request that you update your system to the latest version before offering any additional support.

Raising a Support Ticket

Exclaimer Support provides dedicated technical support through the creation of an online support ticket.

  • All Support customers must raise a support ticket by visiting: www.exclaimer.com/support

  • Each support case will be allocated to an Exclaimer Support Engineer, who will contact you within 6 working hours, depending on the severity of the case.

  • Remote desktop sessions may be arranged in advance, subject to the availability of the Exclaimer Support team.

Support channels available:

  • Email

  • Live chat

  • Telephone

  • Remote support using TeamViewer

Support Hours

Support is available 24/5, during the following times:

  • Australia/Asia: Monday 00:00 – Saturday 01:00 (UTC)

  • United Kingdom/Europe/Africa: Monday 00:00 – Saturday 01:00 (UTC)

  • Americas: Sunday 16:00 – Friday 17:00 (ET)

Terms of Support

When you purchase or renew an SMA (for either an on-premises or cloud solution), the terms and conditions of the then-current applicable End User License Agreement (EULA) for the product apply.