Software Maintenance Agreements

Quick resolutions and updates for your software. We offer two levels of support to help you quickly resolve technical issues and update software. Each service options provides access to web self-help, technical support, product repairs, data updates and rate changes.

Key Benefits

Global Support Customizable service options Proven results

Mitigate business risk

Resolve technical issues and update software quickly.

How it Works

SMA Coverage Attributes	No SMA	SMA Tier 1	SMA Tier 2
SAP Material used as SMAX Entitlement Code/Order Line Detail	No Code/Blank	SMA_TIER1	SMA_TIER2
Self-Help: 24/7 access to web self-help and user and product support articles	Yes	Yes	Yes
Technical Support: Telephone and Remote/Electronic, Mon – Fri 8AM – 8PM EST*	Billable	Yes	Yes
On-Site Support (at PBI discretion after attempt to remote solve) *	Billable	Billable	Billable
Refresher Training	Billable	Billable	Billable
24/7 Emergency Standby Phone Support Coverage	Billable	Billable	Billable
Expedited Overnight Parts Shipment	Billable	Billable	Billable
Installation of Carrier Rates Updates	Billable	Billable	Billable

*See full description of SMA coverage here.

Pitney Bowes' Premier Support supplement includes:

Exclusive PIN access for dedicated case management

Expedited “front of the line” call routing
Direct Access to top tier Case Managers (HIPAA certified and classified security clearance Case Managers may be available for an additional fee – contact premiersupport@pb.com for details)
Assigned Account Manager for quality and satisfaction assurance
Semi–annual support review by Account Manager
Expedited shipping if parts are required
Access to additional client defined remote resolve tools

For information on service offerings and level of support, download the Pitney Bowes Technical Support Overview. Click on the link below.