SmartSupport Product Description

In this article...

• Contacting our SmartSupport Team
• SmartSupport
• SmartSupport Plus
• SmartSupport Premium

Contacting our SmartSupport Team

Submitting a ticket by clicking one of the forms below allows us to capture all required information at once so we can serve you quicker. 

You can also:

• Visit the My Requests page to see your open requests
• Email us at help@appdirect.com
• Call us at 833-427-7762
• Or click the Help button at the bottom right of this page                                                           

SmartSupport

Our standard free edition is automatically assigned to users. This support product covers license, access, user management requests, Microsoft 365 & and Google Workspace support, as well as support for cloud apps purchased on the AppDirect Marketplace.

Marketplace Support

• Billing and application access support.
• License provisioning and assignment.

Microsoft 365 & Google Workspace Support

• Tenant creation and administration.
• Problem diagnosis and troubleshooting
• Assistance with installation, setup and configuration
• How-to questions and advice

Self-Service

• Access to documentation and support ticket portal.

Tier 1-3 Assistance

• 24/7 phone, chat, and email access to support experts for your admins and end users.
• Admin technical support for Microsoft 365 & Google Workspace subscriptions.
• Managed escalations to Google as necessary.
• Access to Microsoft Premier level support.
• Tier 1-3 support for cloud applications purchased on the AppDirect Marketplace.

SmartSupport Plus

Whether you need assistance with activating or troubleshooting cloud software, SmartSupport Plus has you covered so your business can thrive in the cloud. Includes all the features of SmartSupport along with Support for third-party cloud apps.

The SmartSupport Plus edition is available at $9.95 user/month with a 12 months contract.

Support for third-party cloud apps

• An AppDirect expert can guide you and provide support as you learn to set up and use your new cloud-based applications
• 24/7 access to technical support experts
• Account setup
• Overview of core features and functionality
• Managed escalations to the provider
• Tier 1-3 support for any third-party cloud applications

SmartSupport Premium

Comprehensive helpdesk solution and technical service management that covers hardware, software, with end-to-end support for Google, Microsoft, and cloud apps. Includes all the features of SmartSupport Plus in addition to support for devices & computer hardware, operation systems, malware removal and connectivity.

The SmartSupport Premium edition is available at $14.95 user/month with a 12 months contract.

Devices & computer hardware

• Support of your devices and hardware, including third-party devices
• Laptops, desktops, and Chromebooks
• Tablets and mobile devices
• Peripherals, such as printers, scanners, hard drives, and docking stations
• Business AV technology, such as Smartboards and Chromeboxes

Operating system & malware

• Remotely resolve issues with your device’s operating system and software quickly, without disrupting your business.
• Installation and reinstallation
• Data backup and transfer
• Viruses, malware, and spyware removal
• Browser configuration and optimization

Connectivity

• Assistance getting online, no matter where you are.
• Access points in the office
• Wireless routers and modems at home
• Hotspots on the road