Mirapoint Support & Educational Services

"Mirapoint has one of the greatest support teams around. There has not been one time in the 6 or so years that we have been using a Mirapoint server that I have received poor support. The Mirapoint support engineers are top notch and really know their stuff" Chris Bolling, IT Operations Manager-Central US, GMAC Home Services "I rate vendors not on the number of problems they have... but how they resolve and handle them! Mirapoint support is one of the best that I have worked with in that area bar-none." Jim DeSantis,Enterprise Messaging Architect, Delphi Corporation

Flexibility to Meet Your Specific Needs
In today’s business environment, messaging is mission-critical. Enterprises need a Secure Messaging Infrastructure™
they can count on for “five nines” reliability day in and day out. They also need training and technical support
so they can maximize the value of that infrastructure – and quickly get help to keep systems up and running.

We created MiraCare™ to meet these needs.
MiraCare is our single source for a unique combination of technical support and educational offerings. In the same way that Mirapoint’s Secure Messaging Infrastructure™ provides a single, integrated solution to replace expensive, piece meal messaging solutions that have evolved over time, MiraCare provides a single source for training and support. There’s no need to deal with separate support organizations for your hardware platform, operating system, basic messaging system and subscription-based security services such as anti-spam and anti-virus.

Instead, you can access all your service needs with one call.The result is:

• lower TCO
• faster, easier problem resolution
• single vendor accountability
• appropriate training to meet your specific needs
• simplified purchasing for all support services

Technical Support Services
The key to MiraCare is flexibility. In support services, this means a combination of popular standard plans and
specifically tailored plans for situations where messaging is a mission-critical function.

MiraCare Support Packages
We offer two standard support packages. Our gold package includes 9X5 support
(Monday through Friday, 8:00 a.m. to 5:00 p.m.), cover both hardware and software, and offers a committed
response time of less than two hours. It includes software updates and new releases, plus tested and verified emergencypatches in the unlikely event that they’re needed.

Our platinum package offers the same features as the gold package (but on a 24-hour, every day basis) plus a
committed 30-minute response to emergency support situations.

As an adjunct to these two packages, we also offer onsite support options.

MiraCare Tailored Support
MiraCare Tailored Support enhances the Standard Support Services programs with optional features tailored to your specific needs. It lets you purchase support options for a specific period of time, at a specific site.

It further allows you to tailor different support plans for different sites, and combine them into one worldwide MiraCare agreement. Basically, your options are unlimited. Here are some examples of what we’ve provided in the past:

• designated support engineers to be the focal point of contact with in Mirapoint for all technical support
• technical account managers tasked with ensuring the success of a large project
• on-site engineers to reside at your site on a long-term basis to handle all Mirapoint-related issues, and help with specific software tailoring that might be required
• specialized programs for high-security environments, maritime locations and extremely remote installations
• monitoring services that watch over your appliances, proactively responding to critical alarms and events that may occur

Educational Services
Whether you prefer training on-site, online, or at a Mirapoint facility, we have programs to meet your needs. Our educational offerings are outlined below.

Mirapoint Certified Engineer This three-day class provides an overview of the Mirapoint approach to messaging, and also covers system components and features of the various appliances, set-up and configuration procedures, interfaces, back-up, system monitoring and troubleshooting.

RazorGate Certified Engineer This two-day course covers all operational aspects of the Mirapoint RazorGate appliances, including setup, configuring, monitoring and troubleshooting.

Mirapoint Certified Directory Engineer This one-day course will familiarize the student with the LDAP protocol and various operational aspects of Mirapoint’s Policy Server including how to setup, configure, populate and troubleshoot this appliance.

Troubleshooting Workshop This one-day course trains individuals in advanced monitoring techniques for Mirapoint appliances as well as troubleshooting techniques.

Both the Mirapoint and RazorGate Certified Engineer classes are available online for those who prefer self-paced training that’s available whenever it’s convenient.

Technical Support is also available via phone.

• The technical support hotline is: + 1 408 720-3800
• Toll free number: +1 877 MIRAPOINT (647-2764)
• United Kingdom: +44 1628 535699
• Visit us at: support.mirapoint.com

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