EL mailarchive: Who provides support for the reseller and who for the end customer?

EL mailarchive: Who provides support for the reseller and who for the end customer?

The support rules (hereinafter referred to as the “Rules”) for EL mailarchive set out the technical support (hereinafter referred to as “Support”) that ELOVADE provides to its specialist retail partners. ELOVADE reserves the right to amend these Rules and will publish the updated versions in the Control Panel at cp.elovade.cloud

How to obtain support 

First-level support for end customers is provided by the specialist retail partner itself. 
In practical terms, this means that end customers do not contact ELOVADE directly, but should always contact the specialist retail partner if they have any questions or problems. 
 
An exception to this applies to specialist retail partners who have taken out a premium support contract (see the section below entitled ‘Paid technical support services’). In such cases, end customers may also contact ELOVADE Support directly. 
 
Specialist retail partners receive support from ELOVADE. They have access to: 
  1. Knowledge base 
  2. Manual / Documentation
  3. YouTube channel 
Technical support hours are Mon–Thu, 8.30 am – 5.30 pm
and Fri, 8.30 am – 3.00 pm (excluding public holidays) 

Standard Support 

ELOVADE’s technical support team is committed to providing high-quality support to specialist retail partners within a reasonable timeframe. Commitments to respond within a specified timeframe can only be offered as part of paid services. 
 
Standard Support includes the following: 
  1. Handling enquiries relating to EL Cloud Service, the Control Panel and hosting
  2. Handling enquiries relating to EL mailarchive
  3. Creating instances
  4. Configuration and set-up
  5. User management / directory services
  6. Archiving emails
  7. Exporting emails
  8. Compliance settings and auditing
  9. Access to archives via client / Outlook add-in / Web Access 

Standard support does not include the following: 
  1. Development of new software features at a user’s request 
  2. On-site support
  3. Remote support sessions
  4. Enquiries regarding third-party applications and/or operating systems
  5. Software training

ELOVADE does not provide support in the following cases: 
  1. Hardware and/or platform-specific software do not meet the minimum system requirements for the software. 
Some services that are not included in standard support may be offered as part of paid services. 


ELOVADE offers Premium Support. ELOVADE’s experts are here to assist you with any tasks or issues that may arise while using EL mailarchive.
 
Our Premium Support contracts include the following services: 
  1. Response time of no more than 4 hours during business hours: Mon.–Thu., 8:30 a.m.–5:30 p.m.
  2. and Fri., 8:30 a.m.–3:00 p.m. (excluding legal holidays)
  3. 12-month term, including support for all created instances (end customers)
  4. Support available in German or English
  5. An unlimited number of support requests (no additional “per-case” billing)
  6. Phone support for the reseller and their end customers
  7. High-priority email support for the reseller and their end customers
  8. Remote maintenance via the Internet 

Information on Remote Maintenance: 
  1. After coordinating by phone (+49 6441 67118-0), our technician can access your system and the end customer’s system directly. 
  2. Our remote maintenance software automatically establishes a secure, encrypted connection.
  3. For security reasons, every session is logged.
  4. You can download the necessary remote maintenance software here. 

Customized Technical Services with Config+ 

With Config+, we help you set up and configure our solutions flawlessly—quickly, efficiently, and 100% securely. 
Simply send us your request via this page—we’ll get back to you with a suggested appointment time and the expected costs: 

The EL Control Panel makes working with Elovade’s cloud products a breeze. You can manage all customers and services through a single interface and make changes in just a few simple steps. Comprehensive reports and statistics also give you a quick overview of storage utilization and revenue.