As part of our email hosting services, we are responsible for keeping the mail server up and running. If there is a problem with our mail server, we will fix it for free. When it comes to your individual email account, we will provide you with your account info (i.e. username, password) along with the common settings necessary for a trained technician to setup/debug your local email. We also have some documents on our support page that will help you setup some common email programs (like outlook, iPhone, etc.)

That being said, local install, setup or debugging issues are not covered under our hosting agreement. These items include:

  • Setting up Outlook or another email program
  • Using Outlook’s features
  • Setting up email on any phone or tablet device
  • Debugging sending or receiving issues

When issues like that arise, you have a few options:

  1. Use your in-house IT person to help you resolve the issue
  2. Hire an IT consultant
  3. Use Metisentry’s paid support services

If you are interested in using our paid support services, here are a few things you should know:

  • We charge $104 per hour, with a minimum of 1/2 hour. Even if the support time is 5 minutes, the 1/2 hour rule applies
  • Based on the current size of our backlog and the nature of the issue, a support request could take as little as a few hours or as much as several days
  • We do not guarantee that the problem will be fixed or that it will not come back, we are simply charging for our time to look at the problem and will help the best that we can

If you would like to request paid support from us, please complete the form below to open a support ticket with us:

Your Name (required):

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Detailed Description of Your Request: