Code42 Managed Service Provider program FAQs

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Who is this article for?

Incydr Professional, Enterprise, Gov F2, and Horizon

Incydr Basic, Advanced, and Gov F1

CrashPlan Cloud

CrashPlan for Small Business

Retired product plans

Find your product plan in the Code42 console on the Account menu.

Instructor, no.

Incydr Professional, Enterprise, Gov F2, and Horizon, yes.

Incydr Basic, Advanced, and Gov F1, no.

CrashPlan Cloud, yes.

Retired product plans, yes.

CrashPlan for Small Business, no.

Overview

This page contains answers to frequently asked questions for users in the Code42 Managed Service Provider (MSP) Program.

Pricing

How does pricing work?

Pricing is based on the number of users at a rate of $9.99/month/user. This price includes unlimited storage. Each user can have up to four devices backing up.

Is reduced pricing available?

Once your account reaches 51 users, the price automatically changes to $7.49/month/user upon your next billing cycle. The discount is based on users and not devices, so your account must reach 51 users for the discount to apply during your next billing cycle.

I'm still using CrashPlan for Small Business for my clients. How do I get a commission?

For more information, contact msp-billing@code42.com.

Configuration

Am I using my account correctly?

We recommend creating an organization for each of your customers so you can manage them separately. As a best practice, create each customer organization under your top-level organization. Do not create child organizations of these customer organizations.

Should I configure my clients differently?

For information about how to configure settings, see our Configuration guide.

Do you have global servers to which I can back up?

Only US storage is available.

Security and compliance

Can you help me obtain security certificates for my clients?

See Code42 Security and Security hardening best practices for more information.

Do you support HIPAA compliance?

Yes. Contact msp-billing@code42.com to obtain a BAA with Code42.

Account management

How can I move clients to my account from a different account?

Clients must be deactivated and created in the new account. In this process, backup archives start over.

Deactivate and rename the users in the original account.
Create new users in the new account.
Completely uninstall the Code42 app.
Reinstall the Code42 app.

For help with this process, contact Code42 for Enterprise support.

I have multiple accounts. How do I consolidate them?

Accounts cannot be merged or separated. Contact Code42 for Enterprise support for help with your accounts.

How can I close my account?

Deactivate your customer account and your user accounts.
Contact msp-billing@code42.com to close your account.

Who should I contact if I am having trouble updating my payment method?

For help with payment issues, email support@2checkout.com.

Support

How do I access the support portal?

Our Customer Champions are happy to assist via email, live chat, and phone with Code42 for Enterprise support.