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.
|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|
To diagnose your issue as quickly as possible, include the following information in your request:
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.
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.
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.
Here is how our Customer Champions determine severity when prioritizing support tickets:
1 - Critical
|You cannot reasonably continue your work. You experience a complete loss of service and/or encounter one of the following scenarios: |
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.
When a Customer Champion provides a response to a submitted ticket, one of two changes occurs:
When a ticket is marked as Solved, you receive an automated notification email.
We send a customer satisfaction survey after a support ticket is closed. We appreciate your feedback! It helps us provide more effective support.
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.
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.
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.
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.