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    Home > Contacting A Customer Champion

    Contacting A Customer Champion

    Applies to:
    • CrashPlan for Home
    • CrashPlan PRO

    Summary

    Looking for help? We recommend exploring our online support documentation. If you have questions that are not answered in the documentation, our Customer Champions are ready to assist you.

    For information about Code42's enterprise support policies, see Premium Enterprise Support.

    How To Contact A Customer Champion

    Support Method Contact Information Hours
    Web Support 24 hours a day, 7 days a week
    Phone Support United States: 888-314-8842 Monday to Friday, 9 a.m. - 5 p.m.
    US Central Time
    International: +1 612-333-4242, option 1

    Web Support

    Use our online ticketing system to submit a ticket or check the status of an existing ticket. To check an existing request, you must create an account

    To diagnose your issue as quickly as possible, include the following information in your request:

    • Product name (CrashPlan for Home or CrashPlan PRO)
    • Operating system and version
    • Software version of the CrashPlan app
    • Computer ID (GUID) of affected devices
    • Logs from the CrashPlan app
    • Email address (or username) of affected user accounts
    • Detailed description of the question or problem
    • Screenshots of relevant settings or error messages
    • Cloud backup destinations that you use (CrashPlan Central or the Code42 cloud)

    Phone Support

    Contact a Customer Champion by telephone if your issue is urgent, such as being unable restore files or adopt a device. 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.

    Additional Resources

    If your technical request cannot be answered by a Customer Champion, please visit our forums.

    Our customers are collaborative, engaging backup advocates. Many answers to questions about unsupported uses can be found there.

    How Code42 Handles Support Requests

    Our Customer Champions actively monitor and triage incoming support requests. Tickets are addressed according to severity of the issue.

    Customer Champions try to update tickets at least once every business day. Depending on the severity, responses may be made more frequently.

    Support Severity Levels

    Here is how our Customer Champions determine severity when prioritizing support tickets:

    Severity Level Description

    1 - Critical

    You cannot reasonably continue your 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

    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 there is no temporary workaround.

    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.

    4 - Low

    You request information, report a documentation error, or a recommend a product improvement, but there is little to no impact on the operation of the software.

    Automatic Ticket Closure

    When a Customer Champion provides a response to a submitted ticket, one of two changes occurs:

    • The ticket is marked Solved if the Customer Champion provides a solution to the original issue.
      • After three days, the solved ticket is automatically marked as Closed. If you respond before the ticket is closed, the ticket is marked as Open for additional work with our Customer Champion team.
      • If you reply to a closed ticket, our ticketing system creates a new follow-up ticket.
    • The ticket is marked Pending if the Customer Champion requires additional input from you.
      • After seven days, the pending ticket is automatically marked as Solved, as explained above.

    When a ticket is marked as Solved, you receive an automated notification email.

    Customer Satisfaction Survey

    We send a customer satisfaction survey after a support ticket is closed. We appreciate your feedback! It helps us provide more effective support. 

    Support Escalation

    Occasionally, you may find that a support ticket must be escalated. We understand that your data is extremely important and access can be time-sensitive. You can request a ticket escalation by:

    Include your ticket number, the reason for escalation, and the severity of the issue, as well as any added contact information that will help us serve you better.

    A Customer Champion manager reviews the request as quickly and efficiently as possible, evaluates the situation, and determines an appropriate action. This may require a direct conversation with the manager, or the support ticket may be reassigned to another Customer Champion.

    Supported Versions

    Code42 supports the two most current major software versions (for example, 3.x.x and 4.x.x). For more information, refer to Code42's Product Lifecycle Policy.

    Your Responsibilities

    Use the identified support methods for requesting services and clearly explain the nature of the issue or request for help. When our Customer Champions need you to assist in order to resolve the problem or complete your request, be available at the agreed-upon time.

    Bug Filing

    If you discover a behavior that may be a software bug, submit a support ticket to our Customer Champion team. Include the steps taken to replicate the unexpected behavior.

    If we identify the behavior as a bug, we will file an internal report. The resolution of the bug will depend on its severity and scope, as well as the current state of our development cycle.

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    Last modified
    11:08, 21 Jul 2015

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