Support FAQ

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1. What hours of support does SMX provide?

2. How do I contact the 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. How do I submit an email rejected as a virus?

8. What do I do if my Office 365 emails are delayed?

9. Have a different question?​​​

10. What are SMX Christmas hours?​​​


1. What hours of support does SMX provide?

SMX standard hours of operation is Monday to Friday from 08:00 AM to 07:00 PM NZT, apart from statutory holidays. We provide email support to all customers. Emails received outside of these hours will be responded to on the next business day. SMX also offers an extended support service, for more information on gold support contact sales@smxemail.com


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

To contact the email Support 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 SMX Support Desk requires a copy of the misclassified email. This means that the original email must be sent to emailsupport@smxemail.com. The SMX Support 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 Support 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 Support 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. How do I submit an email rejected as a virus?

Please follow the steps below to save and submit the email to the Support Desk.  You may need assistance from your IT team for the below steps, however if you are comfortable following them please carry on.

A. Save the whole email, including any attachments, to a folder on your computer (the desktop is suggested so you can locate it easily).


B. Next, please follow the instructions below for either WinRAR or 7-Zip:

C. Zip the email and password protect the zip file.

D. Compose a new message to emailsupport@smxemail.com and attach the password protected zip file.

E. Note: Please include the password in the body of the email so we are able to open it.

Watch this video guide on how to put a password on Zip files in Windows 7.


8. What do I do if my Office 365 emails are delayed?

If your Office 365 emails are delayed because they are getting queued, you would need to whitelist our IP addresses by updating your Office 365 filter settings. Please follow below instructions to whitelist our IP addresses.

  • Login to the Office 365 Exchange Admin Center (EAC)
  • Click on Protection
  • Click on Connection Filter, then click the Edit icon:

  • Click Connection Filtering then click the Add icon within the IP Allow list section


  

  • Add the SMX IP ranges in /24:

            203.84.134.0/24

            203.84.135.0/24

            113.197.64.0/24

            113.197.65.0/24

            113.197.66.0/24

            113.197.67.0/24

  • Tick the Enable Safe List checkbox
  • Click Save to apply the changes

 


9. Have a different question?

Contact us here.


10. What are SMX Christmas hours?

As 2016 draws to a close, please take note of the following office closure dates and after-hours support details for the 2016/2017 festive period.

Early support desk closure, Friday 16 December 2016: SMX Christmas party

Due to the SMX company Christmas party on Friday 16 December 2016, please note that the SMX support desk will close at the earlier time of 15:00 NZDT instead of 19:00 NZDT.

Email queries after 15:00 NZDT will be replied to on Monday 19 December 2016. In case of emergency, please contact us on 0800 SMX SMX (0800 769 769) to be connected to our after-hours support.

SMX Christmas holiday closure

SMX will close on Friday 23 December at 14:00 NZDT and reopen again on Wednesday 4 January 2017, operating at the usual times (08:00 to 19:00 NZDT Monday to Friday).

Email and phone support will be available on 28/29/30 December 2016 from 08:30 to 17:00 NZDT. We will be closed on the New Zealand statutory public holidays. While the office is closed, the usual support for urgent after-hours queries still applies: Call 0800 SMX SMX (0800 769 769) and follow the prompts to get a callback from SMX support.