Technical Support Contacts and Policies

Before You Contact Support
Before contacting our technical support team:

• Read the Documentation: Please be sure you have read the appropriate product manual .
  
• Upgrade to the Latest Version: Make sure you have installed the most current version of the software. The problem you are experiencing may have already been fixed in the new version.
  To upgrade your Kerio product, just download the latest version and install that over top of the existing version. All settings and license information will remain. Un-installation is NOT NECESSARY!

Email Support
Email support is the best way to contact us for most questions! Email support is available for licensed and demo users of Kerio WinRoute Firewall, Kerio MailServer, and Kerio WebStar. Most emails will be answered within two business days.

Information to Include in Your Email
The output of the SysDump program for any machine that is having trouble is always helpful.

• Kerio WinRoute Firewall users: We kindly ask Kerio WinRoute users to attach a configuration dump file with your email. This file can be created by pressing Ctrl+S from the Kerio WinRoute Administration program.
  
• Kerio MailServer users: Include your mailserver.cfg and users.cfg files (as a single zipped attachment). Also be sure to tell us the name & version of your operating system.

Kerio MailServer Virtual Appliance support
Kerio confirms that support will be provided to customers running the Kerio MailServer Virtual Appliance for VMware, created by Kerio, on supported Operating Systems in a VMware virtual machine environment. Support will not be offered to virtual appliances that are using an operating system that is not supported by Kerio MailServer. Kerio will provide unqualified support for Kerio MailServer Virtual Appliance for VMware running in a VMware virtual environment in an identical manner as with Kerio MailServer running on any other major x86 based systems without initially requiring reproduction of issues on native hardware. Should Kerio suspect that the virtualization layer is the root cause of an incident; the customer will be required to contact the appropriate VMware support provider to resolve the VMware issue.

While Kerio products are expected to function properly in a VMware virtual environment, there may be performance implications which can invalidate Kerio's typical sizing and recommendations.