How can we help?

We think these articles could help:

    See More
    Home > Administrator Resources > Premium Enterprise Support

    Premium Enterprise Support

    Applies to:
    • CrashPlan PROe
    • SharePlan for Enterprise

    Overview

    These terms and conditions (Terms) describe the support and maintenance services (Support Services) to which enterprise subscribers of Code42 Software (Software) are entitled, provided such subscriber is a current and compliant licensee of Code42 Subscription Services pursuant to a license agreement between customer (also referred to hereunder as ‘you’) and Code42 or an authorized reseller of Code42 enterprise software:

    • Support hours and contact information (web, phone, email, and live chat)
    • Severity levels and response times
    • What is and what isn't covered by Support

    Information on our standard Support policies is available at Contacting A Customer Champion.

    Any definition not specifically defined in these Terms shall be as defined in the license agreement between you and Code42.

    Support Services

    Items Covered by Support Services

    • Online, phone, chat and/or email Support for all technical issues relating to the use of the Software (including errors or problems with the Software, issues during setup and assistance understanding specific features of the software);
    • If a Managed Appliance was purchased from Code42; Online, phone and/or email Support for all technical issues relating to the use of the Managed Appliance (including errors or problems with the Hardware, issues during setup and assistance understanding specific features of the Hardware); and
    • All available Updates as they become available for general release (electronically via download from Code42's support website). Updates means those subsequent releases of the Software and Documentation which are generally made available to licensees of the Code42 Software which are made available to Code42 customers as part of Support Services at no additional charge, other than the Fees for Code42 Subscription Services. 

    Items Not Covered by Support Services

    Code42 is not obligated to provide Support Services for errors or problems caused by the following (each, an “Excluded Cause”):

    • Third-party components not provided by Code42
    • Altered, damaged, or modified Software
    • Errors caused by your negligence or other causes beyond the reasonable control of Code42
    • Use of the Software other than in a recommended environment described in the Documentation
    • Use of unsupported Software versions as defined in our Product Lifecycle Policy

    How To Contact Support At Code42

    Web Support Services

    Use Code42's online form to submit a Support Services request 24 hours a day. You can submit a ticket or check the status of an existing ticket via Code42's ticketing system.

    Include the following information in your request to help our Support diagnose the issue faster:

    • Operating system and version(s) of relevant system(s)
    • Software version
    • Detailed description of the question or problem
    • Screen shots of relevant settings in the console or error messages
    • GUID of affected device or devices
    • Username of affected user or users
    • Tell us if you are using any of our PROe Cloud Services

    Phone Support Services

    Contact Support by telephone if your issue is urgent. We recommend calling us if you cannot restore files, adopt, or if you have a server that is preventing multiple users from access to the functionality of the Software. All calls are answered in the order in which they are received. You will be given a ticket number for referencing your specific issue for subsequent updates.

    Enterprise Telephone Support Hours

    Country

    Time Zone

    Week Days

    Weekends

    Contact

    USA

    CST/CDT

    07:00 to 19:00

    09:00 to 17:00

    1877 680 7526

    Australia

    AEST / AEDST

    08:00 to 18:00

     

     1800 042 042

    New Zealand

    AEST / AEDST

    08:00 to 18:00

     

    +64 9 887 3317

    Around the World

    NA

    NA

    NA

    +1612 333 4242

    Severity 1 Assistance
    Severity 1 issues are addressed 24x7 regardless of location. Call for assistance:
    • USA: 1877 680 7526
    • Internationally: +1612 333 4242

     

    • If you are an Australian/New Zealand based customer and have issues outside the normally staffed timeframes for our Australian office – please call +1612.333.4242 or submit a ticket via our Customer Champion web site. We are staffed and prepared to handle your Severity 1 issues 24x7.  

    • If you are based outside of the United States and Australia/New Zealand and need to speak to Support – please call us at: +1612.333.4242 or submit a ticket via our Customer Champion web site. We are staffed and prepared to handle Severity 1 issues 24x7. 

    Enterprise Chat Support Services

    We also offer the opportunity to chat directly with Support from the button at the bottom of our page. Chat hours:

    • Monday – Thursday 7 AM - 12 midnight US Central Time
    • Friday 7 AM - 5 PM US Central Time

    Severity Levels / Response Times for Premium Support Services

    Customer-reported product failures and questions are addressed by Support according to a priority scheme based on the problem severity and potential customer impact. Support will collaborate with you to understand the issue, then set severity based on the description and criteria of each severity level in the table below.

    Severity Levels & Response Times for Premium Support Services
    Severity Level Description/Criteria Initial Response Time Recommended Contact Method
    1 - Critical The use of CrashPlan PROe is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service and/or encounter one of the following scenarios:
    • Inability to restore from backup
    • Inability to renew your account
    • Account has expired
    For Managed Appliance related issues:
    • A RAID array has failed or gone offline
    • The managed appliance(s) is offline or will not boot
    1 hour Phone
    2- High

    You experience a severe loss of service. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected and a temporary workaround is unavailable.

    For Managed Appliance related issues:

    • A RAID array is degraded
    • Disk space is critically low
    4 hours Web or chat
    3 - Medium

    You experience a minor loss of service, which results in a partial, non-critical loss of functionality of the software. The impact is an inconvenience, which may require a workaround to restore functionality.

    For Managed Appliance related issues:

    • A disk drive has failed and is being replaced by your hot spare
    • Disk space is low and adding storage space should be considered
    1 business day Web or chat
    4 - Low You request information, report a Documentation error, or recommend a future product improvement but there is little to no impact on the operation of the Software. 3 business days Web

    Service Level Agreement (SLA)

    You may contact Code42 directly for issues related to our Software and Code42 Subscription Services as follows:

    • Unlimited support calls regarding the Code42 Subscription Services
    • Severity 1 Response Service – Support will make every effort to respond to any Severity 1 / system down enterprise software or managed appliance related issue typically within 1 hour of receipt of your issue, 24 hours a day, 7 days a week, 365 days a year.  A critical issue is defined as situations where a Code42 production system is down and/or non-operational or the managed appliance RAID array has failed or the appliance is offline and/or will not boot.
    • Monitoring and Hardware Services are provided if a Managed Appliance solution was purchased.

    Customer Responsibilities

    You must use the methods of requesting Support Services as described in these Terms. You must clearly explain the nature of the issue or request for help. You are required to assist with the resolution of your problem of the finalization your request, as reasonably requested by Code42; failure to do so may impact Code42's ability to adhere to the response times in these Terms.

    Managed Private Cloud Terms and Conditions

    If you have questions on your Hardware, Monitoring services or the installation of your Code42 Managed Private Cloud, please see Code42's Managed Private Cloud Terms and Conditions.

    You must to post a comment.
    Last Modified
    09:54, 30 Jul 2014

    Tags