Awesome technical support 24 hours a day
Provided free of charge by a talented team of IT security experts
When you choose MailGuard as your IT security provider, you don’t just get a proven service that improves productivity and profitability. You get access to a technical support team that is the envy of the industry.
Free access to phone and email technical support is provided 24 hours a day, as standard. Whatever time of day, you can rest assured that an IT security expert is only a phone call away.
The MailGuard model of support
It’s a fact of life that many support teams in the industry are outsourced overseas, and staffed by people who lack the passion, proximity and knowhow to deliver the support your business deserves.
At MailGuard, we don’t try to get you off the phone as quickly as possible with a less than adequate response. Instead, you can expect the fast answers you want and an efficient resolution. We are enormously proud of our support record of a 98% first call resolution rate.
Our support team is in-house and collaborates closely with the guys who built the service from the ground up. Such proximity enables the opportunity to provide a level of technical support that goes above and beyond customer expectations time and time again. It also means suggested product enhancements can be fed straight back to the development team who then innovate further.
What’s more, such is the overriding success of our support team; we attribute our success of being the IT security provider most likely to be recommended to colleagues to them.
Above: a graph showing MailGuard’s Net Promoter Score (NPS) compared with well known brands. NPS is a customer loyalty metric used by Apple and GE which asks how likely customers are to recommend products or services.
Hallmarks of MailGuard’s awesome support
- Phone and email support 24 hours a day at no additional charge
- Fast response from talented, helpful in-house security specialists
- A 98% first call resolution rate
- Peace of mind knowing your IT systems are efficient as possible
Customer experiences with MailGuard support
“I deal with varied support teams including IBM, Lotus Notes and Symantec to name a few. They should all base their support training on the MailGuard model.” - McPhersons Consumer Products
"You always have quick responses.” - Enspire Australia
“Your support desk and the guys on it are easily the best support of any spam protection product I've ever experienced.” - TBC Plus IT
“Your technical support is excellent. The level of service is really outstanding.” - Bond Lawyers
MailGuard offers three ways to engage our Service Desk. Please choose whichever option suits you best:
- Phone - Our Service Desk hotline is 1300 30 65 10. In line with our Service Level Agreement (SLA) MailGuard Service Desk staff are available 24 hours a day.
- MailGuard Console- As a MailGuard user or partner, you can also make any request via the Support Tab on the MailGuard console. As with an email, your request will be established within our system and dealt with immediately by our service desk team.
Please feel free to contact our team if there's anything we can do to help.