The first point of contact for questions is usually the partner. The relevant details can be found under Contact.

Only then should support@seppmail.com be contacted.

How to compose a support request

To enable us to process support requests quickly and efficiently, we ask for your active assistance:

1) In your enquiry, please always state the relevant customer domain (like "mycompany.tld"). The name of the customer (like "MyCompany Limited") is not relevant or helpful for our support.

2) If there is more than one search result, please send us the link to your search. You will receive this link via Share. Similar functions can also be found in the diagnostic tools. This copies the appropriate link to the clipboard so that you can paste it into your support enquiry using the keyboard shortcut CTRL+V.

Example from the message search:

Example result: https://login.seppmail.cloud/#/msgsearch/ch--5g_SypcBMB9X431YH123--ch/

3) For questions about individual messages or rejections, please send us the content of the Cloud ID field or the link that you can copy from the URL bar of your browser.
Example result: https://login.seppmail.cloud/#/msgdetails/abcdef1234567890abcdef1234567890_0.

4) If you have any questions about M365 configurations or routing errors within your M365 installation, ideally send us an Exo report.

5) You're welcome to send us reports of missed spam as described in Report spam to SEPPmail.

6) According to the SLA, there is generally no entitlement to telephone support. Please submit any queries in writing in the ticket and do not request a callback without providing further details.