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 Knowledgebase
Knowledgebase
Diagnosing and Reporting a Service Outage

If you are experiencing a service outage, please check our status page at http://status.socketlabs.com for up-to-date news of any maintenance that might be going on or outages of which we are aware.

Please also see our article that discusses basic SMTP connection diagnostics to ensure you are experiencing a true service outage:  http://support.socketlabs.com/kb/105

If the status blog does not address the issue, and it is a true service outage: i.e. our servers are not responding, please create a support ticket detailing your issue AND notify us immediately via our 24x7 emergency support line at 484-418-1285.

Please note that service interruptions caused by overage suspensions, policy(AUP) violation suspensions, automated spam detection suspensions, or other individual service availability issues are not considered a service outage.  Individual account issues are handled during regular business hours, which are Monday-Friday from 9:00AM EST to 5:00PM EST, excluding any posted holidays.


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