Support FAQ

1. What hours of support does SMX provide?

2. How do I contact the 24/7 email support/help desk?

3. How do I notify SMX of a misclassified email?

4. I am a customer of SMX and somebody sending email to me has incorrectly received notification that their message was rejected for suspected spam content (i.e. a false positive). How do I get this resolved?

5. I am not a customer of SMX and I have received notification that my message was rejected for suspected spam content (ie. a false positive). How do I get this resolved?

6. What do I do if I receive a spam message (i.e. a false negative) after becoming a SMX customer?

7. Have a different question?


1. What hours of support does SMX provide?

SMX provides 24/7 email support to all customers. SMX also offers an extended support service, for more information on gold support contact sales@smxemail.com


2. How do I contact the 24/7 email support/help desk?

To contact the 24/7 email support/help desk send an email to emailsupport@smxemail.com


3. How do I notify SMX of a misclassified email?

In order for SMX to investigate an email problem the help desk requires a copy of the misclassified email. This means that the original email must be sent to emailsupport@smxemail.com. The SMX help desk will automatically issue you with a case number to be included in all future correspondence related to this case.

These are the steps to follow when sending the misclassified email to the SMX help desk with most common email clients:

  1. Launch your email client
  2. Create a new message and address it to emailsupport@smxemail.com
  3. Drag and drop the misclassified email into the newly created message, it will now appear as an attachment

Below are flash movies showing the process on common email clients:

Outlook

Outlook Express

Thunderbird

Note: Only misclassified emails that are submitted using this method can be investigated by the SMX help desk. Any other method will not create an rfc822 MIME attachment, which will not provide the message in its original form.


4. I am a customer of SMX and somebody sending email to me has incorrectly received notification that their message was rejected for suspected spam content (i.e. a false positive). How do I get this resolved?

To submit a false positive please follow the procedure outlined in question 3 above.


5. I am not a customer of SMX and I have received notification that my message was rejected for suspected spam content (ie. a false positive). How do I get this resolved?

To submit a false positive please follow the procedure outlined in question 3 above.


6. What do I do if I receive a spam message (i.e. a false negative) after becoming a SMX customer?

To submit a false negative please follow the procedure outlined in question 3 above.


7. Have a different question?

Contact us here.