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    Home > Administrator Resources > Premium Enterprise Support

    Premium Enterprise Support

    Applies to:
    • CrashPlan PROe

    Overview

    Code42 Customer Champions are available for extended hours to our Enterprise-level customers. This article provides details about support, including:

    • 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.

    Code42 Software, Inc.

    Code42 Software, Inc. shall provide Support and Maintenance Services in accordance with the terms of this document, which such terms may be amended from time to time by Code42 Software, Inc.

    Customer Champion Support Services

    1.  Items Covered by Support and Maintenance Services

    1. 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);
    2. If the managed appliance was purchased; 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
    3. All available Updates and Upgrades as they become available for general release (electronically via download from CrashPlan’s PROe website).

    2.  Items Not Covered by Support and Maintenance Services

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

    • Third-party components not provided by Code42;
    • Any modifications to the Software; or hardware
    • Use of the Software other than in a recommended environment described in the Documentation

    How To Contact A Customer Champion

    Web Support

    Use our online form to submit a support request 24 hours a day. You can submit a ticket or check the status of an existing ticket via our ticketing system.

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

    • Operating system and version(s) of relevant system(s)
    • CrashPlan PROe 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

    Contact a Customer Champion 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 CrashPlan PROe. 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.

    Extended Telephone Support Hours

    Country

    Time Zone

    Week Days

    Weekends

    Contact

    USA

     

    24x7

    24x7

    1855 411 4242

    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

    Anywhere

    24x7

    24x7

    +1 612 333-4242

    • 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 Support web site. We are staffed and prepared to handle your issues 24x7.

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

    Chat Support

    We also offer the opportunity to chat directly with a Customer Champion from the button at the bottom of our page.

    • Chat hours are 7 AM - 5 PM US Central Time 

    Severity Levels / Response Times for Premium Support

    Customer-reported product failures and questions are addressed by our Customer Champions according to a priority scheme based on the problem severity and potential customer impact. You will set your own severity level when contacting a Customer Champion to ensure that you receive the attention necessary to resolve your problem.

    Severity Levels & Response Times for Premium Support
    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

    What Your Support Plan Covers

    This plan provides you, our customer, with the ability to contact Customer Champions directly for issues related to our CrashPlan PROe or Managed Private Cloud solutions. This service includes the following:

    • Unlimited support calls regarding CrashPlan PROe product solutions. 24 hours a day, 7 days a week, 365 days a year.
    • Severity 1 Response Service – Customer Champions will make every effort to respond to any Severity 1 / system down CrashPlan PROe or managed appliance related issue typically within 1 hour of receipt of your issue.  A critical issue is defined as situations where a CrashPlan PROe 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 management is provided if a managed appliance solution was purchased.

    Managed Appliance Considerations

    • The Customer Champions need network access to the managed appliance, so that we can take full responsibility for managing event reporting and resolution.
    • By default, customers are not allowed management access to the managed appliance (this includes root, shell, ssh access). As a result of this, the Customer Champions will need all other necessary access and permissions to monitor and manage your managed appliance.
    • The Customer Champions maintain exclusive administrative access to the managed appliance itself.
    • If access is restricted, the Customer Champions cannot commit to specific response times as noted in the Severity section.

    Customer Responsibilities

    Customers must ensure they use the identified support methods of requesting services and clearly explain the nature of the issue or request for help.  When Customers are required to assist with the resolution of their problem or the finalization of their request, they should be available at the agreed upon time.

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    Last Modified
    16:36, 24 Mar 2014

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