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What levels of service and support are available?

SafePoint technical support is available 24 hours a day, 7 days a week. If you have a query or issue or require advice or assistance with any matter related to our service we encourage you to contact us so that we can answer your questions and provide advice or assistance when necessary. You can contact us for technical and service support advice or assistance via email at support@ibspoint.com or complete and submit our Online Contact Form.

All operating system and software updates are included free of charge along with the service. This includes updates to the SafePoint operating system itself as well as automatic hourly and daily updates to Anti-Virus and Spam rules and definitions.

All SafePoint Anti-Spam FireWall systems also come with a Free Instant Replacement Service. Should there be any problems with your SafePoint system which impact on the reliability of the system it will be replaced with an new system. Unlike the "instant replacement" service offered by some anti-spam appliance vendors who not only charge for "instant" replacement units but also take 24 hours or more to deliver them, SafePoint system replacements are carried out on an around the clock basis 24 hours a day, 7 days a week and in the event of a serious system issue with a SafePoint unit a replacement can usually be carried out within less and 30 minutes.

All of the SafePoint systems are automatically monitored for connectivity and active services on a continual basis. Server and network monitoring software notifies our technical support people via SMS if a problem is detected or if a request for urgent assistance from a customer is received and response time is usually within 5-10 minutes on a 24/7/365 basis. Multiple "hot swap" SafePoint units are on standby at all times in the event that an urgent system replacement is required. Should any SafePoint system should stop responding for any reason our technicians are notified immediately and will take appropriate action to resolve the problem, typically in less than 30 minutes.

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