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Code42 Support

Code42 Enterprise Support Policy

Applies to:
  • CrashPlan PROe
  • Code42 CrashPlan (previously CrashPlan PROe)

Overview

This policy document describes "Support Services," the procedures that Code42 Software (also referred to here as "Code42," "we," or "us") follows to help our enterprise customers ("you") use our enterprise software. Our Support Services are divided into multiple subscription options ("Support Plans"). We have a specific name for the team of people who provide the Support Services to you: "Customer Champions."

This document explains:

  • Which Support Services are included in each Support Plan
  • When and how you can contact our Customer Champions
  • How we define the severity level of each issue
  • How you can escalate an issue

This document applies only to our enterprise customers. Consumer and small business customers can refer to Contacting A Customer Champion.

Support Plans

You can choose to subscribe to one of the following Support Plans provided by Code42:

  • Code42 Silver Support
  • Code42 Gold Support
  • Code42 Platinum Support

Support Services

Each Support Plan includes a certain set of Support Services. This table explains which Support Services are included and which Support Services are not included in each Support Plan.

Support Service Code42 Silver Support Code42 Gold Support Code42 Platinum Support
Access to self-service documentation Yes Yes Yes
Access to user forums Yes Yes Yes
Issue reporting options

Web only

 

  • Web
  • Chat
  • Phone
    (800 number provided)
  • Web
  • Chat
  • Phone
    (800 or international toll-free number provided)
Administrators who can contact Customer Champions 1 4 6
Consultation for pre-planning and best practices No Yes Yes
Access to named Customer Champion contacts No No Yes

Contact Hours And Response Times

Your Support Plan affects the times our Customer Champions are available to you and the speed of their response to your issues.

Support Service Code42 Silver Support Code42 Gold Support Code42 Platinum Support

Support contact hours

  • Severity 1 - 4 issues:
    Monday - Friday, 8 a.m. - 5 p.m.
  • Severity 1 issues:
    24 hours a day, 7 days a week
  • Severity 2 - 4 issues:
    Monday - Friday, 8 a.m. - 5 p.m.
  • Severity 1 - 4 issues:
    24 hours a day, 7 days a week
Support contact hours on holidays
  • Severity 1 - 4 issues:
    We respond to issues after the holiday.
  • Severity 1 issues:  24 hours a day, 7 days a week
  • Severity 2 - 4 issues:
    We respond to issues after the holiday.
  • Severity 1 issues:  24 hours a day, 7 days a week
  • Severity 2 - 4 issues:
    We respond to issues after the holiday.
Response time for Severity 1 issues 1 business day 1 hour 1 hour
Response time for Severity 2 issues 1 business day 4 hours 4 hours
Response time for Severity 3 issues 1 business day 1 business day 1 business day
Response time for Severity 4 issues 3 business days 3 business days 3 business days

Our definitions of issue severity are provided below.

Time Zones

The time zones for these support contact hours vary depending on your location.

Your Location Time Zone For Support Contact Hours
USA US Central Time Zone
(UTC−05:00 or UTC−06:00, depending on daylight saving time)
Europe Western European Time Zone
(UTC±00:00)
Asia Western European Time Zone
(UTC±00:00)
Other locations US Central Time Zone
(UTC−05:00 or UTC−06:00, depending on daylight saving time)

Of course, support contact hours that are "24 hours a day, 7 days a week" are not affected by time zones.

Support On US Holidays

Because fewer Customer Champions are available on US holidays, we prioritize issues differently, depending on your support plan and the severity of your issue.

We observe US holidays from 12:00 a.m. to 11:59 p.m., US Central Time, on the following dates:

US Holiday Date of Observance
New Year's Day January 1
Presidents' Day Varies (third Monday in February)
Memorial Day Varies (last Monday in May)
Independence Day July 4
Labor Day Varies (first Monday in September)
Veterans Day November 11
Thanksgiving Day Varies (fourth Thursday in November)
Day after Thanksgiving Day Varies (Friday after Thanksgiving Day)
Christmas Eve December 24
Christmas Day December 25

Your Responsibility For Response Times

We expect you to help us to resolve your issue when we make a reasonable request for your help. If you do not answer our requests or provide assistance, we may be unable to respond to your issues according to these response times.

Service Level Agreements

Any Service Level Agreement (SLA) with Code42 applies only to Severity 1 issues. The Contact Hours And Response Times table above describes our contact hours and response times for reported issues. You can identify the severity of your issue by reading our definitions of issue severity below.

Issues of severity 2 - 4 are not included in our SLA.

Support For Managed Appliances

If you use server hardware sold and supported by Code42 ("managed appliances"), your Support Services and your responsibilities are also affected by our policy on managed appliances. If you do not follow the guidelines in that policy, we may be unable to respond to your issues according to these response times.

Contacting Code42 For Enterprise Support

These guidelines show how to contact us for Support Services.

Contact Information

The table below provides a quick summary of the contact information for our Support Services.

Support Method Contact Information
Web Support
Chat Support Chat now
Phone Support
(Severity 1 Support has alternative contact information)

United States office:

Domestic: 1-877-680-7526
International: +1 612-333-4242

United Kingdom office:

Domestic: 0808 178 3042
International: +44 1494 418 159

Severity 1 Support

Use this contact information only to report a Severity 1 issue.

Your Location Support Location Phone Number
United States United States 1-877-680-7526
United Kingdom United Kingdom 0808 178 3042
Australia United States 1800 042 042
Saudi Arabia United Kingdom 800 811 0460
Germany United Kingdom +49 89 210-93940
Other United States
(via Minneapolis, Minnesota)
+1 612 333 4242
United States
(via New Zealand)
+64 9 887 3042
United Kingdom +44 1494 418 159

Methods Of Reporting Issues

Depending on your Support Plan, you can report issues to us though these three methods:

  • Web-based ticketing
  • Online chat
  • Phone

Web-Based Ticketing

You can use Code42's web-based support ticket service to submit a ticket or check the status of an existing ticket.

Online Chat

Click the Chat now button anywhere on the support website to chat online with a Customer Champion.

Phone

Call Code42 for support if your issue is urgent, such as an issue that interferes with restoring files, prevents you from adopting a device, or critically affects a large number of users.

Exchange Of Information About Support Issues

Each time you report an issue, we exchange the following information with you:

  • We give you an identification number that is used to reference your specific issue in the future.
  • You should give us the following information in order to help us efficiently diagnose your issue:
    • Product name
    • Operating system and version
    • Software version
    • Computer ID (GUID) of affected devices
    • Logs
    • Username (or email address) of affected user accounts
    • Detailed description of the question or problem
    • Screenshots of relevant settings or error messages
    • Tell us if you are using any of our Code42 Cloud Services

Definitions Of Issue Severity

Each time you report an issue to us, we categorize it by the severity of the issue and the potential impact to you. These are the guidelines we use to categorize the severity of each issue:

Severity Level Description/Criteria
1 - Critical

The issue causes a complete loss of service, and you cannot reasonably continue using the software in this state.

Examples of Severity 1 issues include:

  • Inability to restore from backup
  • Inability to renew your account
  • Your account has expired
  • Your managed appliance is inaccessible
2 - High

The issue causes a severe loss of service. You can continue work in a limited capacity, but you may have an alternative method or workaround for the issue. The issue interferes with long-term use of the software.

Examples of Severity 2 issues include:

  • A managed appliance RAID array is degraded
  • Your managed appliance disk space is critically low
3 - Medium

The issue causes a minor loss of service. You can continue work despite an inconvenience or non-critical issue with the software.

Examples of Severity 3 issues include:

  • A managed appliance disk drive has failed and is being replaced by your hot spare
  • Your managed appliance disk space is low
4 - Low

The issue causes little to no loss of service.

Examples of Severity 4 issues include:

  • A request for additional information
  • A report of an error in the product documentation
  • A request for an additional feature or future improvement

Escalating An Issue To Another Customer Champion

After contacting us with a support issue, you can request that another Customer Champion handle your issue. Transferring the issue to another Customer Champion is called "escalation." When issues are escalated, they are usually (but not always) transferred to a Customer Champion who has more experience handling issues of that type.

Include the following information:

  • Your ticket number
  • The reason for escalation
  • The expected severity of the issue
  • Additional contact information, if necessary

How We Respond To An Escalation Request

A Customer Champion manager:

  1. Evaluates your request as quickly and efficiently as possible 
  2. Determines an appropriate action
  3. Communicates the decision to you

The manager may ask to have a direct conversation with you. Your issue may be transferred to another Customer Champion, depending on the manager's decision.

Other Information About Our Support Services

  • To receive these Support Services, you must have a current subscription agreement with Code42 or one of its authorized resellers.
  • Refer to your agreement with Code42 for any definitions or details that are not clearly specified in this document.
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