Here we define the quality level of the availability of our online software, how our support service works, as well as bug fixes. We also cover security issues, as well as warranty and liability matters.
Security Measures
Maxony takes measures to protect our servers against unlawful interventions by third parties, without however being able to guarantee absolute protection against such interventions. It is the customer's responsibility to protect itself against unauthorized access to or manipulation of its computer equipment, in particular by appropriately protecting its access codes.
Access to Our Services
Apart from a private agreement or technical incidents limiting access to the services, the use of Maxony's internet services is open 24 hours a day, 7 days a week. Maxony may at any time limit or interrupt access to its services in order to carry out maintenance. Maxony will then communicate by email or directly in its software the information concerning this maintenance when it is necessary. If for any reason you are unable to access our online service, we ask you to contact our support team.
Support Team
First Level
The first contact you will have with our support agent to help you deal with the problem you are experiencing. We offer free phone and email support in several languages for Europe and the United States. Maxony also provides training material such as videos in our FAQ section. Our agents are able to help you with your functional issues and how to use our software optimally, and to help you find the best technical and commercial solution with our software. All issues will generate a ticket number which will be communicated to you by email to allow you to follow the case. In some cases, the support agent will need to escalate to the second level, for which they will need:
- To obtain all useful information about the customer (customer number, browser type, screenshot, etc.)
- To try to reproduce the incident if possible
- To search the FAQ database for an available solution
- To check all DNS, SPF, DKIM, deliverability issues (if applicable)
Second Level
After the first contact and after having been able to reproduce the problem, we will get in touch with our team of developers, as well as our network team for deliverability issues or our legal team for legal matters.
Support Levels According to Your Plan
Support is provided to all our customers. The level of commitment depends on the plan subscribed:
| Plan | First response time* | Channels |
|---|---|---|
| Free and Flex (prepaid) | Best effort (no time commitment) | |
| Pro | 24 business hours | Email, phone |
| Mailpro Dedicated | As per contract (negotiated times, enhanced support) | Email, phone, dedicated contact person |
*Indicative time for providing you with a first response, counted during our business hours (Europe: Monday to Friday, 8 a.m. to 5 p.m., Geneva time; Americas: 9 a.m. to 5 p.m., GMT-6), excluding weekends and public holidays. Resolution time depends on the complexity of the issue and is not subject to any commitment.
These times assume that your request reaches us from your account's email address and contains the elements needed to reproduce the issue (description, URL concerned, screenshot, expected result). An incomplete request may require additional exchanges: the time then runs from receipt of the missing information.
Infrastructure and Availability
Our services (website, online applications, API, SMTP, SMS gateway) run on a shared infrastructure, common to all our customers, operated and monitored continuously by our IT team, 24 hours a day, 365 days a year. On this shared infrastructure, services are provided on a best-effort basis: we do everything we can to ensure maximum availability and to restore service as quickly as possible in the event of an incident, without any quantified availability commitment.
If your business requires quantified contractual commitments — guaranteed availability, dedicated infrastructure, specific confidentiality or compliance requirements — the Mailpro Dedicated plan meets them with a tailor-made service agreement, at a customized rate. Contact our sales team.