Support Plans

This SmartVault customer service level agreement serves as a guide for supporting all SmartVault customers. The SmartVault Customer Care and Technical Support group provides three levels of support, depending on the user’s subscription level and relationship with the company. All support SLAs are applicable to SmartVault’s business hours, which are Monday through Friday 8:00 AM to 6:00 PM Central Time, excluding holidays.

SmartVault Lite and Guest User Support

For all customers on the Lite (free) plan or Guest Users of another plan. This support provides the following options to the user:

• Help and Knowledge Base access at http://help.smartvault.com
• Submit a Support Request.
• Email the Support Team at support@smartvault.com. Response time may vary by plan type.
• Automated Electronic support via emailing applicable Knowledge Base articles

SmartVault Basic Support

For all customers on monthly, Individual, and Team plans. This support provides the following options to the user:

• Help and Knowledge Base access at http://help.smartvault.com
• Submit a Support Request.
• Email the Support Team at support@smartvault.com. Response time may vary by plan type.
• Automated Electronic support via emailing applicable Knowledge Base articles
• Phone support via voice mail on a Basic Support line. These customers may leave a voice mail message for the support team to review and respond. For Basic Support, call (713) 479-5400, option 4.

Response time for tickets submitted for Basic Support is targeted at 1 business day. Support personnel will attempt to respond within 4 hours, however it is dependent on support workload.

SmartVault Premium Support

For all Professional plan, partners, vault-bundle, and annual pay customers. This support provides the following options to the user:

• Help and Knowledge Base access at http://help.smartvault.com
• Submit a Support Request.
• Email the Support Team at support@smartvault.com. Response time may vary by plan type.
• Automated Electronic support via emailing applicable Knowledge Base articles
• Phone support with a customer support representative via a Premium Support line. If all customer representatives are busy, the customer can leave a voicemail. For Premium Support, call (713) 479-5475.

Response time for tickets submitted for Premium Support is targeted at 1 hour. Support personnel will attempt to respond sooner, however it is dependent on support workload.

Contact SmartVault Support

• Email the Support Team at support@smartvault.com. Response time may vary by plan type.
• Call SmartVault Basic Support at (713) 479-5400, option 44.
• Call SmartVault Premium Support at (713) 479-5475.