You run Smppcube on your own servers, that's the point. Support is how you keep that independence without being on your own at the worst moment. Three levels of backup. You own the platform; you choose how much of us stands behind it.
Year 1 of Basic support is already in the $6,400 price.
Every tier fixes real bugs and answers real questions, that never costs extra. What changes as you climb is how fast we answer, through how many channels, and whether the clock is a target or a contract.
Email, on your side
Renews $1,280/yr from year 2
The floor, and it is a real floor: every genuine bug gets fixed and every how-to gets answered, by email, on your business day, at no charge in year one.
Faster, more ways in
Renews $2,480/yr from year 2
When a slow reply starts costing you money. Jump the queue, add live chat, and get a four-hour response target through the working day.
24×7, in writing
Renews $3,680/yr from year 2
A named engineer, a phone that rings at 3am, and a contractual response clock by severity. This is the tier you buy when your own clients hold you to an SLA.
Not sure yet? Start on Basic and upgrade the moment your real support volume tells you to, nothing here is a locked-in decision.
Tap a tier to focus its column. Nothing hidden, including where the cheaper tiers stop.
| Coverage | Basic | Priority | Premium |
|---|---|---|---|
| Price · year 1 | Included | $1,200/yr | $2,400/yr |
| Renews · year 2+ | $1,280/yr | $2,480/yr | $3,680/yr |
| Channels | Email + ticket | Email + ticket + chat | Email + ticket + chat + phone + private channel |
| Coverage hours | Business hours | Extended hours | 24×7×365 |
| First-response target | 1 business day | 4 business hours | Severity SLA (in writing) |
| Named engineer | |||
| Bug-fix priority | Standard queue | Elevated | Top priority + hotfix |
| Onboarding | Remote session | + Setup review | + White-glove |
| All v9 updates |
On Premium the response clock isn't a hope, it's a contract, by how much the problem actually hurts. Basic and Priority targets are honest aims; these are commitments.
Production down, no messages flowing
Continuous effort until a workaround is in place
Major feature impaired, no workaround
Worked through to resolution during coverage
Minor or degraded, a workaround exists
Scheduled into the normal queue
Cosmetic, how-to, or enhancement request
Logged, answered, batched where sensible
Response time is time-to-human, 24×7 for Sev-1. Exact terms and any credits are set out in your signed SLA, ask us for the current template.
These sit outside the support tiers because they build or move something rather than keep the platform running. Priced up-front where we can, scoped where every job is different.
Live sessions for the admins who build campaigns and read the Sales & Profit console. Five days bill as a week, you save.
We carry your contacts, templates and routes across, and on a full migration your send history and billing records too, so you launch with history intact.
Prefer we run the servers? We host and operate your install, scoped to your throughput and uptime needs. You still own the perpetual license.
Quoted to your setupYour logo, palette, domain and sender identity across the whole platform, a white-label finish scoped to your brand.
Quoted to your setupSupport covers the platform doing what it's documented to do: install help, configuration questions, and fixing genuine bugs, at no extra charge, on every tier. Billable work is anything that changes or extends the product: custom connectors, bespoke reports, migrations, training days and managed hosting. If we're fixing Smppcube it's support; if we're building something new for you it's a scoped add-on.
No. If the platform isn't behaving the way the documentation says it should, fixing it is support, whatever your tier. Your tier changes how fast we respond and through which channels, not whether a real bug gets fixed.
An incident is a reproducible problem with a running production install, messages not flowing (Sev-1) or a major feature failing with no workaround (Sev-2), for example. How-to questions and enhancement requests are still supported, but they sit outside the timed severity clock.
Yes. Every tier, including a Basic renewal, keeps you entitled to all updates within v9. Renewing support and staying current on the platform are the same yearly line, not two bills.
That's the norm here, not the exception. Support runs over whatever channel you allow: email and the ticket portal always, plus chat or a private channel on higher tiers. Nothing about support requires the platform itself to phone home, your install stays sealed.
Both. Move up or down at renewal, or run on your own team and let support lapse, the platform keeps working either way, because the license is perpetual and yours. Restart support later whenever you need it; a Basic renewal is about 20% of the license.
The license is yours forever either way. Support just decides who's awake when something needs a hand.
