All the resources you need to get your questions answered
All customers have access to our Bronze Support Plan, knowledge base, developer center, and optional added professional services – allowing you to get the help you need, when you need it.
Have a question and need a quick answer?
View our most frequently asked questions
Prioritized Support Requests
Regardless of your service level, you can expect to receive a response to your email-based support ticket within 8 business hours.
By upgrading to one of our premium support plans, you will receive prioritized support requests for all incidents submitted to the Help Desk via Phone or Email during standard business hours.*
*Standard business hours include Monday-Friday, 9:00am-5:00pm EST
Real Time Notifications
Ever wanted to receive real-time notifications on your email operations? With our premium support plans – you can!
Upgrade your plan to gain access to your personal, customized dashboard to monitor real time status updates and warnings. You’ll have the data needed to see what’s happening and why – allowing you to stay informed on your performance and know the exact moment when something requires your attention.
More Ways to Get in Touch
Need to contact technical support? All customers receive unlimited email-based support during standard business hours.* Those looking for additional support options can upgrade to one of our premium support plans. Once upgrading, you will have three methods to get in touch with our expert support team:
- Unlimited email-based support
- Advanced phone support with a live support engineer
- Multi-party WebEx/conference support sessions (established contacts only)
*Standard business hours include Monday-Friday, 9:00am-5:00pm EST
Hear what our customers have to say about DataMotion support…
DataMotion SecureMail is well-suited for legal firms and departments that share highly confidential information on a daily basis
– Administrator, Information Technology
I think the support is great from DataMotion, although I have never had an issue using the software.
– Endpoint Review Manager, Hospital & Health Care
Allows piggyback licensing so our clients can send encrypted e-mails without having their own licenses.
– Systems Administrator, Information Technology
Any sensitive data that needs to be encrypted, DataMotion SecureMail is our go-to to send to clients and vendors.
– Data Security Administrator, Information Technology
We use SecureMail to scan emails that may have PHI and HIPAA information to send it securely.
– Professional, Hospital & Health Care
DataMotion SecureMail is excellent if your company or organization is implementing a secure messaging functionality for end-users.
– Project Manager, Information Technology
It’s being used by multiple departments that have a requirement to send confidential information to outside organizations.
– Administrator, Health, Wellness and Fitness Company
Browse our Support Plans
Compare our customizable Bronze, Silver, and Gold Support Plans to choose the one that suits your business needs.
Bronze
- BASIC TROUBLESHOOTING RESETS ADD/REMOVE ETC.
- À LA CARTE PROFESSIONAL SERVICES
- PRODUCT SERVICE CENTER ACCESS
- General Email Support (M-F 9AM-5PM ET)
Silver
- BASIC TROUBLESHOOTING RESETS ADD/REMOVE ETC.
- À LA CARTE PROFESSIONAL SERVICES
- PRODUCT SERVICE CENTER ACCESS
- General Email Support (M-F 9AM-5PM ET) 4 Hour Response Time (Std. Business Hours)
- PHONE BASED LIVE SUPPORT ENGINEER (M-F 9AM-5PM ET) 4 Hour Response Time (Std. Business Hours)
- WEBEX / CONFERENCE SUPPORT SESSIONS
- ADVANCED PRODUCT TROUBLESHOOTING
- REAL-TIME NOTIFICATIONS OF BASIC SAAS OPERATIONS
- UNLIMITED SAAS SUPPORT PER OPERATIONS SLA
- PRIORITY ENGINEERING SUPPORT
Silver
- BASIC TROUBLESHOOTING RESETS ADD/REMOVE ETC.
- À LA CARTE PROFESSIONAL SERVICES
- PRODUCT SERVICE CENTER ACCESS
- General Email Support (M-F 9AM-5PM ET) 1 Hour Response Time (Std. Business Hours)
- PHONE BASED LIVE SUPPORT ENGINEER (M-F 9AM-5PM ET) 1 Hour Response Time (Std. Business Hours)
- WEBEX / CONFERENCE SUPPORT SESSIONS
- ADVANCED PRODUCT TROUBLESHOOTING
- REAL-TIME NOTIFICATIONS OF BASIC SAAS OPERATIONS
- UNLIMITED SAAS SUPPORT PER OPERATIONS SLA
- PRIORITY ENGINEERING SUPPORT
- REMOTE INSTALLATIONS (BUTTON/ADAPTER/POP3 SMTP)
- ONE (1) HOUR OF PROFESSIONAL SERVICES SUPPORT PER MONTH
- 24/7 COVERAGE
- PER 24X7 GUIDELINES & SLA
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Need Additional Assistance?
Our experts are always willing to help – browse our professional services for personalized support. All professional services may be purchased individually by contacting sales.
Solution architecture definition
Performance profiling and optimization
Training for system users, admins and developers
Advanced API integration support for developers
Custom applications and solutions development
Custom monitoring and reporting solutions
