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Contacting Mailscreen Support - Guidelines

Please follow the three (3) steps described below before you contact the Mailscreen Support Center. If you follow this you will save time when you contact us and we will be able resolve your problem in a timely manner.

Step 1

Check if your answer to the problem could be found in the documentation you have received from Mailscreen:

  • Manuals
  • Mailscreen FAQ
  • Mailscreen e-Support KB

Discuss the problem with your local system administrator.

Collect information about the problem, you could use following checklist:

  • What happens? Write down exactly the error message that you get.
  • When was the error discovered first time?
  • What do you expect to happen?
  • Have you discovered the problem earlier?
  • Could the error be reproduced?
  • Have you tried to use the service this way earlier?
  • Have other users the same problem?
  • Have any changes been done in the Mailscreen configuration?
  • Have any changes been done in the SMTP server that Mailscreen submits email messages to?
  • Have any changes been done in the Firewall that manages the network traffic?
  • If your problem is coming and going, please describe circumstances and under what conditions the error appears.
  • What documentation has been consulted?

Step 2

To resolve your problem as quickly as possible, we recommend that you have following information available when you contact the Mailscreen Support Center.

  • Description on the problem and how it could be replicated
  • Together with the support engineer at Mailscreen Support Center you need to define the severity of your problem according to following criteria
    • Question
    • Problem, Working
    • Problem, Operation affected
    • Problem, Service outage (no delivery of e-mail are working)
    • Assignment/Order

Step 3

When you have gone through step 1 and 2 you will have the information that the Mailscreen Support Center needs to find the error on your problem as quickly as possible.

Use one of following options to contact the Mailscreen Support Center

Online

If you have access to Mailscreen e-Support you could register your support ticket HERE. You will receive an automatic notification/confirmation about your case with case number after registration.

Telephone

Call the Mailscreen Support Center at +46-8-544 406 00 (24/7/365)