AfterHours Per-Incident Support

AfterHours Per-Incident Support


  • Not sure how big the problem is? We will solve the problem (minutes or hours, it’s an incident).
  • Telephone Number Provided via Email After Purchase

Product Description

Mail’s Best Friend offers timely and quality technical support by email expert. The team averages 90% resolution on the first contact. We are dedicated to helping you get the most out of your email product while improving your ROI, reducing administration and ensuring the highest level of performance. Listed below are some helpful links and important information.

Contacting Technical Support

Telephone: Provided via Email After Purchase

Hours of Service


Request for Information

  • Clear and concise description of the problem
  • Including steps to reproduce the problem
  • Relevant error logs or messages (i.e., log files, screen shots, config files)
  • Troubleshooting and Diagnostics

Standard Process of Troubleshooting and Diagnostics

  • Configuration: Review and verify system configuration
  • Version: Verify product version
  • Documentation: Initial signs and effects of issues need to be documented
  • Review: Information relevant to the scope of the issue (i.e., log files, screen shots, config files, etc) will be reviewed
  • Control Environment: Establish any changes made prior to the development of problem

Your Responsibilities

We ask that when you log a case with Mail’s Best Friend Support that you make yourself and the appropriate people available to assist in the resolution of the matter. This will expedite your resolution. Your timely response and feedback to the support team will make this process efficient.

Alternate Assistance

Unfortunately, there are issues where Mail’s Best Friend Support Engineers will be unable to assist you. Below are some areas where we will have to refer you elsewhere:

  • Issues related to customization work performed on product configuration files or third party plug-ins.
  • Support for products and /or versions that have expired or ended. Please refer to published End of Life date.
  • Networking problem
  • DNS issues
  • Diagnosis or support of third party products and enabling software (e.g. operating systems and network software).

Additional Support Information

  • Per-Incident Covers up to 2 hours, possibly more (Discretionary time can be given by the support agent.).
  • Per-Incident will resolve 1 specific issue.
  • All support is 1 year renewable.


About Us

We help our clients build and maintain the best eMail solutions in the world. We offer, fully integrated eMail solutions using best-of-breed components. fully customized integration, support, and management resources. solutions that reduce costs, improve performance, and provide a sustainable competitive advantage.

Contact us

Mailing Address:

Mail’s Best Friend
550 Rockbridge Dr. SE
Leesburg VA, 20175

Company Info:

Phone: 703.988.3605
Fax: 703.880.7027

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