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Support FAQ

FAQ

What is the Paid Support model?

Technical Support is charged per incident. Support tickets are opened as normal over the phone or web form and charged once the ticket is closed.

Is there any pre-sales / installation free support?

Pre-sales and registered Trial support is free. Complimentary Installation Period Support is also available for 90 days after the registration of a purchased licence.

How many incidents are included in the Installation Period support?

There is no limit on the number of incidents during this period.

Are bug reports paid support incidents?

No. Any support incident that results in a bug report or an RMA, or is a known Kerio product bug, is of course not charged for.

I already paid for Software Maintenance. Doesn't that include Technical Support?

Software Maintenance entitles the user of the licence to free upgrades and updates to the Kerio Product. Technical Support has never been part of Software Maintenance. It was a free service available to licensed customers with valid Software Maintenance. This is now a paid service.

So, is a valid Software Maintenance still required when contacting Kerio Technical Support?

Yes. Many support issues are resolved by updating the product to the latest version, which is only possible with valid Software Maintenance.

How much does the support cost?

The price is 80 USD / 65 EUR / 55 GBP / 1600 CZK / 75 AUD per one support incident/ticket.

What payment methods are available?

Payment is possible by invoice or use of a payment card. The supported cards are: Visa Debit/Credit, MasterCard and American Express.

When is the card going to be charged?

The card will be charged after the support ticket is closed.

Would Kerio consider selling support incidents in quantity in advance?

Not at this point.

Would Kerio consider selling annual support contracts?

Not at this point.

Are Kerio partners required to pay?

No. Technical support remains free for Kerio partners.

How are partners identified by Kerio Technical Support?

Log into the Kerio Partner Portal. If you are the Technical Contact for your company, then you can see the Kerio Partner Support ID on the Partner Portal homepage and on your Profile page.

Report a Bug

Report a Bug

Found a bug in one of our products? PLEASE REPORT IT.

It is very important to us and we appreciate you taking the time to send us this information.

Report Bug

Terms of Service

Terms of Service

Pursuant to your request, Kerio Technologies, Inc., a Delaware corporation (“Kerio”), will provide paid technical support services related to Kerio products on a per incident basis to “You” and any entity You represent (collectively the “Customer”), pursuant the terms and conditions of this Paid Technical Support Services Agreement (the “Agreement”) as set forth below. This Agreement will be presented to you on a popup screen on Your computer once you’ve requested support. By clicking “I agree” on the pop up screen, You agree to be bound hereby in connection with the provision of such services. If You do not agree with this Agreement, please terminate the pop up screen and refuse to accept such services.

1. Definitions.
a. “Documentation” means any user instructions, manuals or other materials, and on-line help files regarding the use of Kerio products, as revised by Kerio from time to time, that are generally provided by Kerio in connection with Kerio products.
b.
“Error” means a failure in any Kerio product to materially conform to the specifications as described in the applicable Documentation.
c.
“EULA” means Kerio’s Software End User License Agreement, a current version of which can be found on the Kerio Website. The EULA applies to the purchase and usage of all Kerio software products.
d.
“Hardware” means any Kerio hardware product.
e.
“Hardware Sale Agreement” means Kerio’s Hardware Sale Agreement, a current version of which can be found on the Kerio Website. The Hardware Sale Agreement applies to the purchase and usage of all Kerio hardware products.
f.
“Incident” means any query made by Customer regarding to the existence of a single, specific issue or Error related to a Product. An Incident may involve several interactions between Customer and Kerio’s technical support personnel prior to resolution.
g.
“Product/s” means any and all Kerio software and hardware products.
h.
“Kerio Support Webpage” means Kerio’s technical support request webpage on its public website (the “Kerio Website”). Such webpage can be found at www.Kerio.com/support or the regional equivalent.
i. “Technical Support Guide” means Kerio’s Technical Support Guide, which can be found on the Kerio Support Webpage.
j. “Open Source Software” means components provided with the Software, for which the source code is generally available to the public and are licensed under the terms of various published open source software license agreements or copyright notices accompanying such software components in addition to any vendor specific license terms provided with the Open Source Software.
k.
“Paid Technical Support Services” means the provision by Kerio to the Customer of technical assistance, paid for and provided on a per Incident basis.
l. “Services Fee” means the per Incident fee applicable to the provision of the Paid Technical Support Services.
m.
“Software” means any Kerio software product.
n.
“Third Party Products” means any third party proprietary software or hardware that is manufactured by a party other than Kerio or its affiliates and has not been incorporated into Kerio products or services offerings of Kerio or its affiliates.

2. Provision of Technical Support Services.
2.1
Kerio will provide technical support services in accordance with the support conditions provided on the Kerio Webpage, its Technical Support Guide, its EULA and its Hardware Sale Agreement, all of which can be found on the Kerio Website and may be updated from time to time without notice.
2.2
Free Technical Support Services. Technical support services will be provided free of charge to: a. Kerio end user customers within 90 days of Customer’s registration of the Kerio Product identified in the Incident; b. Kerio channel partners (authorized distributors and resellers), provided they identify themselves with their partner identification; and c. Kerio registered trial licenses, for the life of the trial (usually 30 days).
2.3
No Technical Support Services. Kerio has no obligation to provide Paid Technical Support Services or adjudicate issues regarding Incidents caused by or related to: (a) violation of the EULA or the Hardware Sale Agreement by Customer or its representative; (b) accident; force majeure; unusual physical, electrical or electromagnetic stress; neglect; misuse; failure of electric power, air conditioning or humidity control; usage of the Product with third party products; Customer’s negligence or misuse; (c) improper installation by Customer or its representative; (d) improper usage of the Product (usage that deviates from any operating procedures as specified in the Documentation); (e) actual or attempted modification, alteration or addition to the Product by non-Kerio personnel; (f) use of Third Party Products (ie. use of faulty/damaged hardware or media on which the Kerio Products are installed; or (g) other reasons not related to Kerio Products.
2.4 Paid Technical Support Services.

2.4.1 Kerio will provide Paid Technical Support Services to Customer, upon Customer’s request and upon Customer holding a valid software maintenance subscription, on a pay-per-Incident basis pursuant to Section 3 below.
2.4.2 Customer may request such Services via phone, the Software’s web administration interface or by filling out a web form on the Kerio Support Webpage. Phone contact numbers, phone support hours of operation and target response times can be found on the Kerio Support Webpage. Customer will be asked to provide a valid license number at that time.
2.4.3 Once the technical support request is received by Kerio, the Incident reported on is deemed “open” unless service is denied. Kerio reserves the right to deny Paid Technical Support Services or suspend the provision thereof to any customer, at anytime, for any reason.
2.4.4
Kerio will make reasonable efforts to respond to each technical support request within a reasonable time, but does not guarantee that a response will be provided within a specific time period.
2.4.5
Each Incident will be limited to the discussion of a single, specific issue or Error. Kerio reserves the right to request that Customer submit multiple technical support requests where multiple issues exist. Accordingly, for example, to the extent Customer raises numerous unrelated issues on a technical support phone call, Kerio reserves the right to only respond to the issue raised in the initial request.
2.4.6 If the answer to the issue raised by Customer in its technical support request can be found in the Documentation, Kerio may refer Customer to such Documentation rather than address the issue in its response.
2.4.7
If the answer to the issue raised by Customer in its technical support request has been given in a previous technical support request response, Kerio may refer Customer to such response rather than readdress the issue.
2.4.8
If the issue raised by Customer in its technical support request is not of a technical support nature, Kerio may refer Customer to another source.
2.4.9
The Incident is deemed “closed” when the symptoms of the issue or Error reported, are no longer present, as determined by Kerio, or when: a. Section 2.3 above applies (payable); b. a bug exists in the Kerio Product in question (not payable); or c. other, exceptional cases where either Kerio or the Customer determines that the Incident cannot be addressed and/or solved (may or may not be payable depending on work done by Kerio personnel). Once an Incident is deemed closed, the provision of Paid Technical Support Services regarding the Incident is terminated.
2.5
Section 2.2 above notwithstanding, Kerio may, at its discretion, decide to discontinue any Product and/or the Paid Technical Support Services, in total or for any particular Product, at any time without notice (“End of Availability”). However, Kerio will make every effort to provide timely notice of End of Availability and applicable support lifecycle policies and timelines for discontinuance on the Kerio Support Webpage.

3. Services Fee.
3.1
The current, published Services Fee will be charged for each Incident reported and addressed. Multiple queries, issues or Errors will not be addressed in a single Incident, but will be billed separately.
3.2 The published Services Fee can be found on the Kerio Support Webpage and may also be provided via phone request from Kerio technical support personnel.
3.3
While payment information (along with invoicing details) will be requested when the Incident is opened, the Services Fee will not be charged until the Incident is closed by Kerio technical support personnel. Once charged, the Services Fee is non-refundable.
3.4
NOTWITHSTANDING ANY PROVISION HEREIN TO THE CONTRARY, KERIO ULTIMATELY RESERVES THE RIGHT TO CHARGE CUSTOMER THE SERVICES FEE REGARDLESS OF OUTCOME OF THE INCIDENT IF IT DEEMS APPROPRIATE (IE., BASED ON DEGREE OF WORK DONE BY KERIO TECHNICAL SUPPORT PERSONNEL, TIME SPENT ADDRESSING THE INCIDENT, ISSUES CONFRONTED AND COMPLEXITY OF THE SERVICES PROVIDED, ETC.).
3.5
Payment must be made by credit card.
3.6 The amount of the Paid Technical Support Services Fee is subject to change without notice, but will not change once an Incident is opened.
3.7
The Paid Technical Support Services Fee is exclusive of any taxes, duties, or similar charges imposed by any government. Customer shall pay or reimburse Kerio for all federal, state, dominion, provincial, or local sales, use, personal property, excise, value added, withholding or other taxes, fees, or duties relating to the transactions contemplated by this Agreement.

4. Open Source Software Support. To the extent possible, Kerio will provide Paid Technical Support Services for Incidents related to open source software contained in the Software.

5. Customer Obligations. Customer’s obligations regarding Paid Technical Support Services are as follows: (a) Customer agrees to act professionally during the course of its technical support inquiry. Accordingly, Customer agrees to treat Kerio technical support personnel with respect and not use profanity or other aggressive or abusive language or behavior. (b) Customer agrees to receive and implement any Kerio communications which may be provided as part of the Paid Technical Support Services, to include receiving product updates (new version releases) and/or product patches. (c) Customer agrees to cooperate with Kerio during the provision of the Paid Technical Support Services, to include providing Kerio technical support personnel with remote access to its computer systems and with any necessary information, and shall follow instructions and implement any corrective procedures provided. (d) Prior to the commencement of Paid Technical Support Services, Customer will protect and back up all Customer data and information stored on its computer systems and on the Product in question.

6. Disclaimer of Warranty. KERIO CANNOT GUARANTEE THAT AN INCIDENT WILL BE RESOLVED. HOWEVER, KERIO WILL MAKE REASONABLE EFFORTS TO PERFORM PAID TECHNICAL SUPPORT SERVICES IN A PROFESSIONAL MANNER. TO THE MAXIMUM EXTENT PERMITTED BY LAW, (I) THIS EXPRESS LIMITED WARRANTY AND THE REMEDIES PROVIDED HEREIN ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES AND REMEDIES, WHETHER ORAL OR WRITTEN, STATUTORY, EXPRESS OR IMPLIED, WITH RESPECT TO THIS AGREEMENT AND THE PAID TECHNICAL SUPPORT SERVICES PROVIDED HEREUNDER; AND (II) KERIO AND ITS LICENSORS SPECIFICALLY DISCLAIM ANY AND ALL STATUTORY AND IMPLIED WARRANTIES, RELATED TO OR ARISING IN ANY WAY OUT OF THIS AGREEMENT, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTIBILITY OR FITNESS FOR A PARTICULAR PURPOSE. NOTHING IN THIS AGREEMENT SHALL BE CONSTRUED AS EXPANDING OR ADDING TO THE WARRANTIES FOR THE KERIO PRODUCTS, AS SET FORTH IN THE EULA AND THE HARDWARE SALE AGREEMENT.

7. Limitation of Liability. TO THE MAXIMUM EXTENT PERMITTED BY LAW, KERIO AND ITS LICENSORS SHALL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOST PROFITS, LOSS OF DATA, COST OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES, LOSS OF USE OF EQUIPMENT OR FACILITIES, OR INTERRUPTION OF BUSINESS, WHETHER BASED UPON CONTRACT, TORT OR ANY OTHER LEGAL THEORY, ARISING FROM ITS PERFORMANCE OR NON-PERFORMANCE UNDER THIS AGREEMENT, WHETHER OR NOT KERIO AND ITS LICENSORS HAVE BEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. BECAUSE SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE PRECEDING LIMITATION MAY NOT APPLY TO CUSTOMER. KERIO’S LIABILITY UNDER THIS AGREEMENT WILL NOT, IN ANY EVENT, EXCEED THE PAID TECHNICAL SUPPORT SERVICES FEES PAID BY CUSTOMER TO KERIO IN RELATION TO THE INCIDENT/S DIRECTLY IMPLICATED IN ANY SUCH CLAIM FOR DAMAGES. THE ABOVE NOTWITHSTANDING, BE ADVISED THAT CUSTOMER’S RIGHTS MAY BE IMPACTED BY CERTAIN LAWS OR REGULATIONS OF CERTAIN STATES OR COUNTRIES FOR THE PURPOSES OF ANY SUCH CLAIM (IE., RELATED TO CONSUMER PROTECTION, EXCLUSIONS OR LIMITATIONS ON CERTAIN TYPES OF DAMAGES, EXCLUSIONS OR LIMITATIONS ON CERTAIN TYPES OF WARRANTIES).

8. Data Privacy and Protection. Customer agrees and understands that it may be necessary for Kerio to collect, process and use Customer data in order to perform the Paid Technical Support Services. This may include transferring Customer data to affiliated companies. In doing so, Kerio and its affiliates will: (i) protect and keep confidential such data; (ii) not use such data for reasons other than for facilitating the provision of the Paid Technical Support Services; and (iii) not sell, distribute or pass on such information to any third party, except as required by law.

9. Suspension of Service; Termination. Kerio may suspend its performance or terminate this Agreement and all Paid Technical Support Services at any time if (i) it is discovered that Customer is currently in breach of the EULA and/or the Hardware Sale Agreement, or (ii) Customer is in material breach of this Agreement (which includes, but is not limited to, the occurrence of one of the situations identified in Section 2.2 hereof, the nonpayment of Services Fee or Customer’s failure to honor to its obligations under Section 5 hereof ). In such cases, Customer will be liable for (and charged) the Services Fee.

10. Miscellaneous. Customer may not assign or delegate this Agreement to any third party without the prior written consent of Kerio. This Agreement shall be governed by the laws of the State of California without regard to conflict of laws principles. The parties consent to binding arbitration under the rules of the American Arbitration Association, proceedings to be held in Santa Clara County, California. This Agreement constitutes the entire agreement of the parties with respect to the provision of Paid Technical Support Services by Kerio to Customer, and supersedes all prior written or oral communications, understandings and agreements. This Agreement may not be amended except in writing and signed by both parties. Any waiver of the provisions of this Agreement must be in writing to be effective. Except as expressly set forth herein, no terms of any purchase order or other business form that Customer may use will affect the obligations of the parties under this Agreement, and any such purchase order or other business form of Customer which contains additional or conflicting terms are hereby rejected by Kerio. Customer agrees that purchase orders do not have to be signed to be valid and enforceable. If any provision of this Agreement is found to be invalid or unenforceable, the remaining terms will continue to be valid and enforceable to the fullest extent permitted by law.

SIP Providers

Tested SIP Providers

To test Kerio Operator you will need a trial SIP trunk. We have tested Kerio Operator with a variety of SIP providers around the world and prepared knowledge base articles about how to configure Kerio Operator to work with them. Choose any of the tested SIP providers and request a trial SIP trunk. If you have successfully tested Kerio Operator with a SIP provider not listed on this page, feel free to let us know and we will update the list.


Worldwide

Net2Phone - Integration Guide | Website

Skype Connect - Integration Guide | Website


USA

nexVortex, Inc. - Integration Guide | Website

MegaPath - Integration Guide | Website

VoicePulse, Inc. - Integration Guide | Website

Bandwidth.com CLEC - Integration Guide | Website

SIP.US - Integration Guide | Website

Teliax - Integration Guide | Website

TelePacific - Integration Guide | Website

Vitelity - Integration Guide | Website


UK

sipgate GmbH - Integration Guide | Website

VOIP-unlimited - Integration Guide | Website


Germany

easybell GmbH - Integration Guide | Website

equada GmbH - Integration Guide | Website

QSC AG - Website

sipgate GmbH - Website


Austria

fonira Telekom GmbH - Website

comm-IT EDV DienstleistungsgmbH - Website

kabelplus GmbH - Website

sipcall by Backbone Solutions AG - Website

Switzerland

sipcall by Backbone Solutions AG - Website

Canada

Telephonic.ca (CAN) - Integration Guide | Website

NEXCO Networks (CAN) - Integration Guide | Website


Australia

ISPhone - Integration Guide | Website

Exetel - Integration Guide | Website


Netherlands

Breezz - Integration Guide | Website


France

Devopsys - Integration Guide | Website


Italy

VoipVoice - Integration Guide | Website

ActiveNetwork s.p.a - Integration Guide | Website

Multiwire - Integration Guide | Website


Denmark

PlusTEL ApS - Integration Guide | Website


Czech Republic

vox.802.cz - Integration Guide | Website

Netphone - Integration Guide | Website

ha-loo - Integration Guide | Website

Xphone - Integration Guide | Website

Fayn - Integration Guide | Website

Software Maintenance

Licensing and Software Maintenance FAQ

Licensing FAQ

What’s included with a new purchase?

Kerio products are licensed as a server license plus user licenses. The server license includes 5 users. Additional user licenses are sold in packs of 5 users. A new license purchase comes with a 1-year Software Maintenance contract, valid from the registration date, entitling the user to product updates for the first year. An annual Software Maintenance renewal is required to continue receiving product updates after the first year.

For sales in Russia, please be aware that product updates provided to a customer who has purchased a FSTEK-certified version of any Kerio product may not be FSTEK certified.

Optional features

Several integrated features are available for Kerio Connect and Kerio Control. Kerio Control options are included with hardware appliances, and Kerio Connect options are included with hosted SaaS licenses.

Kerio Control Web Filter: Selectively block, allow or log access to 141 continuously updated categories of content in Kerio Control.

Kerio Antivirus: Protect your network from viruses, Trojans, worms, spyware and adware while minimizing impact on memory and system performance for Kerio Connect and Kerio Control.

Kerio Anti-spam (advanced): Reduce inbox clutter of unwanted messages with multiple layers of spam filtering in Kerio Connect.

Exchange ActiveSync: Provide support for a wide range of mobile devices in Kerio Connect.

How are users counted?

For all intents and purposes, in all Kerio products, a user is a person. There are some slight variations in how a user is defined in each product as specified below.

Kerio Connect
A user is a mailbox. The number of user licenses needed is the total number of user mailboxes created in Kerio Connect across all domains. The number of aliases, mailing lists, domains, groups or resources is not limited and does not count toward the license.

Kerio Control
A user is an account with login access to Kerio Control and its services. An individual user can connect from as many as 5 devices represented by an IP address, including VPN clients, mobile devices, IP phones, desktop computers, etc.

If an individual user needs to connect from more than 5 devices, an additional user license will be required to support the additional devices.

To ensure all users are able to access the network securely and be adequately protected, it is required that a license be purchased for each user that will need to login to Kerio Control. The admin account does not count as a user. Guest Network allows admins to create a separate network for guest users, isolating internal network resources from guest access.

Kerio Control Web Filter
The number of users in the Kerio Control Web Filter must correspond to the number of users in the Kerio Control license.

Kerio Operator
A user is an account with login access to Kerio Operator and its services. The license key limits the number of users. The total number of extensions is also limited to at most three times the number of licensed users.

Kerio Workspace (This product is no longer available.)
A user is an account with login access to Kerio Workspace and its services. The number of user licenses needed is the total number of user accounts that will access Kerio Workspace. The admin account does not count as a user.

EDU/GOV Licensing

Customers from the education sector are entitled to special EDU pricing. Discounted GOV pricing is also available to non-profit or government organizations. Please contact sales for pricing information.


Software Maintenance FAQ

Kerio’s Software Maintenance ensures access to up-to-date product versions and security updates. With a valid Software Maintenance you can install any patch or version of Kerio products released.

Why purchase Software Maintenance?
  • Access to the latest version of the product
  • Protection against the latest security threats
  • Take advantage of the newest technology available
  • No financial surprises when new versions are released
How Software Maintenance works
  • Software Maintenance entitles the license holder to all product version updates free of charge throughout the duration of the Software Maintenance term.*
  • Initial software license purchase comes with 1 year of Software Maintenance valid from the registration date. 1 additional year of Software Maintenance may be purchased at the time of initial license purchase for a maximum of 2 years of Software Maintenance.
  • 1 year of additional Software Maintenance may be purchased at any time, provided there is less than 1-year remaining on the current Software Maintenance term.
  • Up to 2 years of Software Maintenance may be purchased on the Software Maintenance renewal date.
  • Software Maintenance should be bought and registered before expiration.
  • When Software Maintenance is registered after the expiration date, the Software Maintenance period is extended by exactly 1 year from the expiration date.
  • Start date is the date when the product was originally registered via the Kerio web page or in the product’s administration interface.

* Note: For sales in Russia, please be aware that product updates provided to a customer who has purchased a FSTEK-certified version of any Kerio product may not be FSTEK certified.

What happens if my Software Maintenance expires?
  • It is still possible to use the product, but you will not be able to upgrade past the last version released when your Software Maintenance was still valid.
  • Integrated Sophos Antivirus in Kerio Connect and Kerio Control will stop working 60 days after SWM expiration.
  • Kerio Control Web Filter will stop working.
  • IPS/IDS engine in Kerio Control will not receive new rule updates.
  • Exchange ActiveSync in Kerio Connect will stop working.
  • Expired Software Maintenance can be brought up to date by purchasing missed years.

We strongly recommend renewing your Software Maintenance to be protected from all security threats, including the newest and most dangerous ones.

Software Maintenance Pricing

The cost of Software Maintenance for 1 year is approximately 33% of the current new license price.

User count increase and Software Maintenance

When you increase the number of users on your license, these additional users will be covered by Software Maintenance until the server product expiration date.

How do I register my Software Maintenance?

If you left the "automatic update registration" box checked during the Software Maintenance purchase process there is nothing you need to do. The changes will be made automatically once the order is processed.

If the "automatic registration" box was unchecked you will receive an email with an attachment of the link to update your registration when you are ready for the changes. Changes may take up to 24 hours.

Can I change or move a registered license to another system?

In some cases, you may wish to upgrade hardware or change operating systems. The license may be registered to another system, and any updates to the registration (e.g. operating system) will be performed during registration. Before registering a license on a new system, you must remove the license from the previous server by either uninstalling the software or taking the system permanently offline.

Are there any limitations to the software with a trial license?

All software versions of Kerio products are available as a fully functional 30 day trial for unlimited users. This includes add-on services such as the Sophos Anti-Virus and the Kerio Web Filter. When the 30 day trial expires, a valid license must be installed via the Administration interface to resume functionality.

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