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Technical Support Agreement

Thobson Technologies offers Technical Support Agreements to meet the critical response needs of your business.

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Thobson Technical Support

Thobson offers Technical Support Agreements to meet the critical response needs of your business. We are committed to delivering the best support experience with a single objective in mind: your satisfaction.

We have a growing team of technical employees who are ready to work with you. With a team of around 70+ technical individuals, and still growing, we are sure to have the right people for your business. Here are a few reasons why you might choose to outsource your technical support function with Staff.

Technical Support

Migration

This End User License Agreement (EULA) is a CONTRACT between you (either an individual or a single entity) and Thobson Technologies ("Thobson"), which covers your use of the "Software & Services" that accompanies this EULA and related software components, which may include associated media, printed materials, and "online" or electronic documentation. All such software and materials are referred to herein as the "Software Product." A software license, issued to a designated user only by Thobson Technologies, is required for each user of the Software Product.

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Support Comparison

Self Managed Core Managed Fully Managed Premier*
24/7/365
Fully Managed Network Infrastructure
Fully Managed Hardware
Fully Managed
Level 3 Technicians On-site 24/7/365
System Level Health Monitoring and Graphing
System Level Monitoring Alerts & Notifications
100% Uptime SLA on These Items
Installation and Full Support of Core Software Package
Core Operating System Updates & Patches
Security Enhancements
Full Web Server Support including Apache (Linux)
Proactive Response & Restoration of Monitoring Events
Virus and Spam Protection
Free External Migrations**
Full Control Panel Support
Control Panel Updates and Patches
Dedicated Enterprise Resources
Dedicated Account Executive Team
Dedicated Technical Account Management Team
Solutions Architects Assistance
Custom Solutions for Growing Businesses
Managed, Sophisticated Solutions for Multi-node Configurations

Key Benefits

MDeamon Unlimited Email

Unlimited email support with one business day response

MDeamon Unlimited Phone

Unlimited phone support, at no additional charge, during normal business hours

MDeamon Priority Requests

Priority over all other non-priority support requests

MDeamon Budget Management

Better budget management by eliminating unforeseen operating expenses

MDeamon Priority Support

Priority support for the full term of your software product license

Deployment

All materials appearing anywhere on the Thobson™ Internet site are protected by worldwide copyright laws and treaty provisions. The copyright on such materials is held by Thobson™ or by the original creator of the materials. None of the materials may be copied, reproduced,modified, publishetd, uploaded, posted, transm distributed in any form or by any means other than as described in Thobson™ Logos and Links page or with Thobson™ prior written permission.

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Technical Support Agreement

Technical Support Services you may need
With our solution you keep control of everything. You manage your technical support team your way, we make this process of managing remote employee easy and simple for you. A key function you will want to include is regularl feedback meetings with your virtual team so that you can listen to what your customers are saying.

Training

Thobson Hosting extends a 30 day unconditional money-back guarantee to all virtual server clients. This service guarantee shall begin upon the set-up of Client's account and shall expire thirty days later. Client has the right to cancel his/her contract with Thobson by submitting a request from our website within the first 30 days. Upon cancellation, Client's account shall be terminated and all fees, excluding set-up, shall be returned in the form of a check to the Client.

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Summary Terms of Coverage

The following is a summary of the Technical Support Agreement coverage.

  • Supported Products - Current supported versions of MDaemon and RelayFax are eligible for priority Technical Support Agreements. Thobson agreement includes priority support for its licensed features (MDaemon Connector for Outlook, AntiVirus, and ActiveSync).
  • Term - A Technical Support Agreement is valid for the full term of the associated software product license if the product has current Software License Renewal Coverage. If the software product is no longer covered under Software License Renewal Coverage, the Technical Support Agreement is valid for a term of one year from the date purchase.
  • Scope - Technical Support is limited to providing assistance and correction of issues related to published product performance, installation, and configuration. Thobson Technologies may limit, or terminate support service to, or may elect not to renew additional support, if customer uses the services in an irregular, excessive, abusive, or fraudulent manner.
  • Availability - Phone and email Technical Support is available Monday through Saturday, 9:00 am to 6:00 pm GMT +5 - excluding weekends. Technical Support availability may occasionally vary from stated hours due to downtime for systems and server maintenance, company events, and circumstances beyond the control of Thobson Technologies. Phone Technical Support requests will be handled in the order in which they are received. Email Technical Support requests will be processed within one (1) business day.
  • Third Party Products - Third party applications, hardware, or use of MDaemon Technologies' products in an environment not meeting the products' minimum system requirements will not be supported.
  • Limitations - Thobson Technologies does not accept liability beyond the remedies set forth in the Technical Support Agreement Terms and Conditions including any liability for products not being available for use or for lost or corrupted data or software, or the provision of services and Technical Support. Thobson Technologies will not be liable for lost profits, loss of business, or other consequential, special, indirect, or punitive damages, even if advised of the possibility of such damages, or for any claim by any third party. Customer agrees that for any liability related to the purchase of this service, Thobson Technologies is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of Technical Support under this agreement.
  • Non-Transferable - Coverage is non-transferable and is valid for the Customer only. Resale or transfer of Technical Support plans is strictly prohibited, and will be grounds for termination or non-renewal of Technical Support. The SLA is only valid for the registered license keys and user associated with the key (licensee).
  • Upgrades - If a product that has a Technical Support Agreement is upgraded to a different license size, the Technical Support Agreement will remain valid for the duration of the original term of the agreement, however if the users are added to the License, the SLA needs to be revised too either instantly or upon the next renewal.

PURCHASING A TECHNICAL SUPPORT AGREEMENT

If you are purchasing a new product, or renewing an existing product, you will be offered available Technical Support Agreement options for each of the products you select at the time of purchase.

Please contact sales@thobson.com or 1.888.786.1107 for more details.