Technical Support Policies

Our Technical Support policies are the result of nearly two years of research and more than 1,000 customers and partners surveyed on their support practices and expectations. The results of the research, combined with our experience over the years, led us to these policies. Our goal is to provide high quality, high value and timely service to our customers. When a problem arises, you will receive the best possible service.

Complimentary 90-day "Installation Period" Support
Many of the technical support questions that we receive from customers come during their initial deployment. To assist customers during this installation phase, Kerio offers unlimited complimentary support 24x5 for 90 days after product registration. And if a problem arises after the initial 90 days that is determined to be caused by a bug or other flaw in the Kerio product, that support incident remains complimentary.

Valid Software Maintenance - 2 free incidents
With valid annual Software Maintenance, each license is entitled to 2 free support incidents. Further incidents will be charged as per the current policy. These 2 free incidents expire with the Software Maintenance period if unused.

Ongoing Support Options
After the 90 days of complimentary "Installation Period" Support, customers will have the following options:

• Support offered by Kerio Certified and Preferred partners

  Our network of Certified and Preferred partners are required to maintain active technical certifications on our products, the same certifications that our internal support engineers must maintain. Find a Kerio Partner.

• Kerio Knowledge Base

  A repository of short articles developed by our support team that help solve the most common technical questions that our customers ask. View the Kerio Knowledge Base.

• Kerio Product Forums

  An online community of customers, partners and Kerio employees that discuss the latest developments and questions about our products. Browse the Kerio Product Forums.

• Paid support provided by Kerio Technical Support Engineers

  Technical Support will continue to be offered directly from Kerio with individual support incidents available for purchase. For more information about paid support, please read the Paid Support FAQ.

Kerio Partner Support
Technical Support is available free of charge to all Kerio Partner Program members. When you submit a support incident via the incident wizard below or over the phone, you will be asked for a Partner Support ID, which you will find in the "Your Profile" section of the Kerio Partner Portal. Please note that your Partner Support ID is tied to a specific person (i.e. technician, sales engineer) in your organization, so make sure you correctly assign your Technical Contact details in the “Update my details” section of the Portal.

Kerio Technical Support Pricing

Support Conditions

1. Valid Software Maintenance or a registered Trial license is required.
2. Always read the accompanying product documentation and search Kerio’s Knowledge Base articles for a solution to your problem before attempting to contact Kerio Technical Support.
3. Please have your product server license number ready.
4. Please have a credit card number ready. We accept Visa, MasterCard and American Express.
5. Certain IT skills are required to administer Kerio products and be able to benefit from Kerio Technical Support. See guide to administering Kerio products - minimum qualifications
6. Please read our Technical Support Guide for detailed information about Kerio Technical Support.

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