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    MindTouch
    Copyright (c) 2006-2014 MindTouch Inc.
    http://mindtouch.com

    This file and accompanying files are licensed under the MindTouch Master Subscription Agreement (MSA).

    At any time, you shall not, directly or indirectly: (i) sublicense, resell, rent, lease, distribute, market, commercialize or otherwise transfer rights or usage to: (a) the Software, (b) any modified version or derivative work of the Software created by you or for you, or (c) MindTouch Open Source (which includes all non-supported versions of MindTouch-developed software), for any purpose including timesharing or service bureau purposes; (ii) remove or alter any copyright, trademark or proprietary notice in the Software; (iii) transfer, use or export the Software in violation of any applicable laws or regulations of any government or governmental agency; (iv) use or run on any of your hardware, or have deployed for use, any production version of MindTouch Open Source; (v) use any of the Support Services, Error corrections, Updates or Upgrades, for the MindTouch Open Source software or for any Server for which Support Services are not then purchased as provided hereunder; or (vi) reverse engineer, decompile or modify any encrypted or encoded portion of the Software.

    A complete copy of the MSA is available at http://www.mindtouch.com/msa

    Contacting A Customer Champion

    Applies to:
    • CrashPlan for Home
    • CrashPlan PRO
    • CrashPlan PROe
    • SharePlan for Enterprise

    Summary

    Looking for help? We recommend exploring our online support documentation, which offers free technical articles for CrashPlan for Home, CrashPlan PRO, CrashPlan PROe, and SharePlan. If you have questions that are not answered in the documentation, our Customer Champions are ready to assist you!

    Standard Support Hours

    US
    • Monday through Friday: 7 a.m. - 7 p.m. central standard time (CST)
    • Saturday through Sunday: 9 a.m. - 5 p.m. central standard time (CST)
    AU
    • Monday through Friday: 0800 - 1800 Australian Eastern Time
    CrashPlan PROe

    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. To check an existing request, you must create an account

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

    • Product name helps us direct your request to the team that can best assist you
    • Operating system and version(s) of relevant system(s)
    • Detailed description of the question or problem
    • Screen shots of relevant settings in the app, console, or error messages
    • Computer ID (GUID) of affected device or devices (where's my computer ID?)
    • Logs can help us diagnose your issue more efficiently (how to find and send logs)
    • Username (or email address) of affected user account
    • Version of software you are running
    • 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. 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.

    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 a.m. - 5 p.m. US central standard time (CST) 

    Additional Resources

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

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

    Logs

    Include relevant log files with your initial support request to help our Customer Champions diagnose issues quickly and efficiently:

    How Support Requests Are Handled

    Our Customer Champions actively triage and monitor incoming support requests. Tickets are addressed according to severity of the issue. Priority is given to issues that require support for restores and getting backups actively working again. 

    We 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 1 (Critical):
      Enterprise server is stopped or so severely affected that 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
    • Severity 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.
    • Severity 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.
    • Severity 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.

    We offer more extensive severity levels for CrashPlan PROe customers.

    Automatic Ticket Closure

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

    • The ticket is marked "Solved" if the response provides a solution to the original issue. The ticket remains in this status for two (2) days before being automatically marked as "Closed". If you respond before this automatic update, the ticket re-opens and is re-assigned to the original Customer Champion.
    • The ticket is marked "Pending" if the response requires additional input from the requester. The ticket remains in this status for seven (7) days before being automatically marked as "Closed". If you respond before this automatic update, the ticket re-opens and is re-assigned to the original Customer Champion.

    When a ticket is marked as "Closed", the requester receives an automated email indicating as such. A Customer Satisfaction Survey will follow.

    Customer Satisfaction Survey

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

    Support Escalation

    Occasionally, you may find that a support ticket requires escalated. We understand backing up and restoring your data is extremely important and sometimes time sensitive. Here are the ways you can request ticket escalation:

    1. Update your support ticket from our ticketing system
    2. Call our support line
    3. Chat

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

    When a Customer Champion manager receives an escalation request, they review the request, evaluate the situation, and determine an appropriate action.

    This may require a direct conversation with the manager, or the support ticket may be reassigned to a Customer Champion with greater expertise regarding your particular issue. Escalations are reviewed as quickly and efficiently as possible.

    Supported Versions

    Code42 supports the two most current major software versions. A major release is indicated by a change to the first number in our software versions (for example, 3.x.x). This was revised from our previous method that used release dates for the version number (for example, 3.8.2010). For more information, refer to Code42's Product Lifecycle Policy

    Customer Responsibilities

    Customers must ensure they use the identified support methods for requesting services and that they 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.

    Bug Filing

    If you discover a behavior that may be a software bug, please submit a support ticket with our Customer Champion team. Include the steps taken to replicate the unexpected behavior. A Customer Champion will determine if the behavior is a bug, feature request, or configuration change on the user's end. If we deem the behavior as a bug, we will file a report on behalf of the customer. The resolution of the bug will depend on the severity, current state of our development cycle, and scope of impact on our deployment.

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    Last Modified
    16:18, 10 Dec 2013

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