Support Services
Dedicated Support for Secure, Compliant Communication Systems
When your communications infrastructure is mission-critical, support isn’t optional; it’s essential. MailSPEC’s Support Services provide technical assistance, rapid issue resolution, and ongoing guidance for clients using our platform across highly regulated industries.
Whether you need urgent help, performance tuning, or policy consultation, our team is ready to act with the urgency and expertise your organization requires.
Tiered Support That Scales With You
Our Support Services are built to meet the needs of both lean IT teams and complex enterprise environments. We offer flexible service level agreements (SLAs) and escalation paths to ensure you get the right response at the right time.
Tier 1–3 technical support
24/7 emergency support options
SLA-backed response and resolution timelines
Case management with full visibility into issue history
You choose the level of support that fits your operation—whether you're in-house, hybrid, or fully outsourced.
Expert-Led Troubleshooting
Our support team includes senior engineers and compliance specialists familiar with the intricacies of email encryption, secure messaging, file-sharing protocols, and sovereign cloud deployments.
Troubleshooting for MailSPEC tools, including EasyCrypt, PassLink, Pulse, and JACE
Root cause analysis and post-incident reviews
Forensics support for security and compliance incidents
Log interpretation and alert analysis
We don’t just answer tickets—we solve problems with context and precision.
Proactive Health Checks and System Reviews
Support means more than fixing what’s broken. We help you stay ahead of problems before they escalate.
Scheduled system health assessments
Monitoring alerts and performance review
Capacity planning and usage reports
Recommendations for system optimization
Proactive guidance reduces unplanned downtime and extends the life of your MailSPEC deployment.
Compliance Support and Documentation
For compliance teams, system behavior needs to be explainable and auditable. Our Support Services include documentation and guidance tailored to regulatory audits and internal reviews.
Assistance with audit trails, retention policies, and metadata tagging
Exportable reports and access logs from JACE
Support for regulatory inquiries (HIPAA, SEC 17a-4, MiFID II, GDPR, APPI)
Escrow and recovery process documentation
When regulators or internal stakeholders come calling, we help you prove your compliance posture clearly and confidently.
Upgrade and Migration Assistance
As your organization grows, your infrastructure needs may evolve. Our support team helps manage transitions smoothly.
Assistance with software upgrades and patching
Migration planning and validation
Rollbacks and failover testing
Custom migration scripts and tools (as needed)
Even if you’re not using our Managed or Professional Services, you can rely on Support to guide major changes safely.
Why Choose MailSPEC Support Services?
Direct access to engineers with compliance and cybersecurity expertise
Support team with experience in regulated sectors, including healthcare, finance, and public services
Rapid resolution backed by measurable SLAs
Long-term support relationships, not just help desk tickets