ManageEngine
software maintenance
and support services
At ManageEngine, we believe every customer is important and is the reason for our existence. We also realize that our success lies in keeping our customers happy.
Email support
ManageEngine provides email support for all of our customers. Email us for help getting started with the product, usage assistance, problem diagnosis and resolution, clarification of documentation, and technical guidance. You can write directly to product and component support staff using our list of email alias, or you can use the “Submit a request” button to fill out support request form.
Important notes:
- Please provide as much information as possible to make sure you get the right response.
- To report a bug, kindly tell us the steps to reproduce it.
Classic support
With Classic support, you can reach out to our support team through email or chat during regional business hours. Our support specialists will work on the case and, if needed, will provide support over a remote session at the earliest availability. And you get access to our product upgrades, and other online resources. Classic support is included, free of charge, with your Subscription license of any ManageEngine product.
Premium support
Purchasing premium support gives you the boost you need to configure and successfully deploy the ManageEngine product for your business. In addition to the services included in our Classic support, Premium support gives you a single point of contact, quicker turnaround time, 24-hour multi-channel assistance (including telephone support). The complete list of Premium support services is presented below.
Support services
| S.No. | Services | Classic | Premium |
| 1. | Acknowledgement of support request | Within 8 Hours | Within 3 Hours |
| 2. | Email support | Regional business hours | Mon. - Fri., 24 hours a day |
| 3. | Chat support |  |
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| 4. | Support via remote connection | High priority issues | |
| 5. | Online resources | |
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| 6. | Service packs | |
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| 7. | Minor releases | |
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| 8. | Telephone support | |
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| 9. | Single point of contact | |
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| 10. | Global escalation team | |
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| 11. | 24x7 support | High impact issues | |
| 12. | Customer portal | |
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| 13. | Health check | |
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| 14. | Online training (4 hrs) | |
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| 15. | Custom product support* | |
*Custom product support includes custom database queries, scripts, upgrades, configurations, and other customer-specific requests.
Terms and conditions of support plans, support features, pricing and support availability are subject to change.
For questions about your current plan, please contact sales@manageengine.com.